1. Dental Administration 101 INSTRUCTOR Robbie Heath | 919 271 8863

2. What Is A Patient Chart? A Legal Document that Contains Dental & Medical History of the Patient,Demographic Information, and Consents. Hard Chart Electronic Charts Combination Charts What is A “Paperless Office”?

3. What Information Can Be Found In A Dental Chart? Patient Demographics Medical & Dental History Insurance Information Photo ID Any Correspondence-Including Notes Referral Information & Correspondence Clinical Information Incident Reports

4. Patient Demographics Name Address Contact Numbers Social Security Number Date Of Birth Employment Information Drivers License Number

5. Medical & Dental History Report Infectious Diseases, Allergies, Medical Conditions, & Medications to the Dental Team. Use of Electronic Medical Alert System Medical History Should Be Updated Yearly Needed for Effective & Safe Dental Care

6. Allergies Drug Allergies Most Common Latex Allergy Latex Gloves Are Used by Clinical Staff All Members of The Dental Team Should Be Notified Immediately Can Be Life Threatening

7. Anaphylactic Shock An Extreme Often Life Threatening Allergic Reaction Involves Swelling of the Airway Epi Pen

8. Infective Endocarditis An Infection of the Hearts Inner Lining or Valves That occurs when Bacteria is Introduced into a Patients Blood Stream and Can Destroy the Heart Valves. It is Life Threatening. Patients with Abnormal Heart Valves or Damaged Heart Tissue Patients with Artificial Joints Prophylactic Antibiotics

9. Patient Notes All Communications with Patients Should be Recorded in the Patient Chart. Legal Document Accurate and Unbiased No Assumptions Dated Watch Abbreviations Quotations Emails

10. Common Dental Abbreviations: Pt – Patient Appt – Appointment Hx – History Tx – Treatment RCT - Root Canal Treatment BA – Broken Appointment Hyg – Hygiene Rx – Prescription NKDA- No Known Drug Allergies

11. Incident Reports Written Documentation of any Unusual Occurrence Within the Dental Office. Insurance Companies & Legal Representation Ex. Allergic Reactions Aggressive & Belligerent Behavior by Patient or Staff Altercations Involving Staff or Patients Needle Sticks Medical Emergencies

12. Incident Reports Must Include: Name, Address, & Contact Info for Those Involved Date of Birth & Gender of Those Involved Date & Time of Incident Location Detailed Description of Incident Information Regarding Treatment Rendered Name, Address, and Contact Info of Witnesses

13. Preparing the New Patient Chart Gather Forms In The Preferred Order Demographics Medical & Dental History Consents HIPPA

14. Labeling Charts According to Office Filing System Alphabetical System Pros Cons Numerical System Pros Cons Name Label Year Label

15. Legal Issues Patient Charts are the Property of the Dentist Dentist Are Legally Responsible for Patient Charts at all Times Original Copies Should Not Leave the Office Request For Transfer of Dental Records Must Be in Writing, Dated, & Signed by the Patient

16. Three Types of Appointments In A Dental Office New Patients – NP Emergency Patients Returning Patient Recall or Recare Operative

17. New Patient The Initial Phone Call “Can Make or Break the Relationship” Intake Form: Patient Name Address Phone Number Insurance Information Date of Birth Last Dental Visit Any Present Concerns Referred By?

18. How to Schedule the New Patient Doctor or Hygiene Comprehensive Exam & FMX 60 Minutes of Time

19. Remind New Patient to Bring the Following: New Patient Forms if Mailed or Downloaded Insurance Card Identification List of Medications if Applicable Remind New Patients to Arrive 10-15 Minutes Early!

20. Emergency Patients Patients Experiencing Pain or Trauma New Patients Returning Patients Should Be Viewed as Opportunity!

21. Emergency Protocol Schedule Within 24 Hours Schedule With Doctor Only Limited (Problem Focused) Exam and Intraoral Periapical Film (PA) 30 Minutes of Time

22. The Emergency Phone Call Which Tooth or Area is Bothering You? Describe the Pain When Did the Pain Start? Is there Swelling? Additional Question: Are You Taking Any Pain Medications

23. Returning Patients Recall Patients- Regular Six-Month Evaluation and Cleaning Program Scheduled With the Hygienist Periodic Exam, Prophy, Necessary X-rays Depending on Office Policy 50-60 Minutes of Time

24. Returning Patients Operative Patients- Returning for Restorative Treatment Schedule With Doctor Length of Appointment Will Depend on Needed Treatment

25. Operative Scheduling Techniques Dove Tailing The Last 15-30 Minutes of a Patient’s Appointment Involves Duties or Procedures Managed by a Dental Assistant Double Booking Two Patients Intentionally Scheduled at the Same Time

26. Scheduling Examples

27. Interruptions of Scheduling Late Patients Patients Arriving 10-15 Minutes Past Their Appointment Time Inform the Clinical Staff Reschedule If Needed Handle Chronically Late Patients

28. Cancellations & Rescheduling Ask Patients If They Would Like to Reschedule Note in Chart Any Cancellations and Reasons If Patient Does Not Reschedule, Make Note to Contact In The Next Two Days Short Notice- Remind of Policy To Charge or Not To Charge….That is the Question

29. Missed Appointments AKA “No Shows” or “Broken Appointments” Note In Patient’s Account Any Missed Appointments Contact Patient to Reschedule Handle Chronic Missed Appointments

30. Appointment Management The Most Important Duty of the Administrative Team is Management of the Daily Schedule, Ensuring a Productive & Efficient Day. Patient Recare System AKA Recall System or Continuing Care Prescheduling Return Preventative Care Recare Card System Continuing Care List

31. Confirmation Calls Usually Completed Daily Prior to the Lunch Hour 1-2 Days Prior to Appointment Email & Text Message Reminders

32. “Filling” the Schedule Broken & Cancelled Appointments Resulting in “Down” Time Can Result in a Loss of Thousands of Dollars a Year in Lost Production. Appointment Lists Management Can Help Recover Loss of Revenue. As Soon As Possible List Electronic ASAP List (Dentrix) Box Method

33. Commonly Used Lists Broken Appointment List Unscheduled Treatment Plan List Continuing Care List Hygiene Unscheduled Treatment “Pulling” From Hygiene