Appointment and Scheduling Management
What is a Patient Chart?
A legal document that contains _______________ & ____________________ history of the
patient, demographic information and _________________.
There are three types of chart systems in a dental office:
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Hard Charts
Electronic Charts
Combination Charts
What is a “Paperless Office”?
Information Contained in a Dental Chart
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Demographics (Name, Address, Phone Number, Social Security, Date of Birth ,
Employment Information, Drivers License Number)
Medical and Dental History
Insurance Information
Photo ID
Any Correspondence- Including Notes
Referral Information and Correspondence
Clinical Information (Treatment, Treatment Plan, Radiographs, Clinical Notes)
Incident Reports
Why Is Medical and Dental History Important?
The dental provider should be notified within the chart and through electronic medical alerts
when a patient reports infectious diseases, known allergies, medical conditions, and
medications. This information is necessary for the dental team to provide effective and safe
dental care to patients.
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Should be updated yearly
Allergies
1. Drug Allergies
2. Latex Allergies
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Can Be Life Threatening
Latex Gloves are used by Clinical Staff
All Members of the Dental Team Should be Notified Immediately
Anaphylactic Shock- An extreme often life threatening allergic reaction.
Epi Pen•
Infective Endocarditis- An infection of the hearts inner lining or valves that can
destroy the heart valves. It is life threatening.
Bacteria is introduced into a patient’s blood stream
Occurs in patients with abnormal heart valves or damaged heart tissue
Occurs in patients with artificial joint replacements (Knee, Hip)
Prophylactic Antibiotics- An antibiotic regimen prior to and after dental procedures for
susceptible patients.
Patient Notes
All communications with patients should be recorded in the patient chart.
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Legal Document
Accurate and Unbiased
No assumptions
Dated
Watch Abbreviations
Quotations
Emails
What is an Incident Report?
Written documentation of any unusual occurrence within the dental office that is required by
insurance companies and legal representation.
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Allergic Reactions
Aggressive and Belligerent behavior by patient or staff
Altercations involving staff or patients
Needle sticks
Medical Emergencies
Report must include:
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Name, Address, and Phone Numbers of Those Involved
Date of Birth and Gender of those involved
Date and Time of Incident
Location
Detailed Description of Incident
Information Regarding Treatment Rendered
Name, Address, and Phone Number of Those Involved
Guidelines to Preparing a New Patient Hard Chart
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Gather forms in the preferred order
1. Demographics
2. Medical and Dental History
3. Consents
4. Hippa
Place labels on chart according to office filing system
1. Alphabetical- Uses a partial letter system to identify patient name. Filed by
last name.
Pro- Easier to file and locate
Con- Patients with the same name or name changes
2. Numerical- Usually a six digit numbering system in which patients are
assigned a unique identifying number.
Pro- Used primarily in medical offices and provides a higher level of patient
privacy.
Con- Requires cross referencing-must identify chart number before locating
or filing a chart.
Place name label on side of chart
Place year label
Patient Charts are the Property of the Dentist
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Original copies should never leave the office
Request for transfer of dental records must be in writing, dated, and signed by the
patient.
Dentist are legally responsible for patient charts at all times
Scheduling Patients
There are three types of appointments to schedule in a dental office:
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New Patients
Emergency Patients
Returning Patients (Recall or Operative)
New Patients
The New Patient phone call- “Can make or break the relationship”
New Patient Intake Form- Some offices use an information sheet to obtain
important information from a new patient caller. Information included should be
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Patient Name
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Address
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Phone Numbers
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Insurance Information
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Date of Birth
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How long Since Last Visit
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Any Present Concerns?
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Referred By?
How to schedule the New Patient:
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Doctor or Hygiene
Comprehensive Exam and FMX (Full Mouth Series)
60 Minutes of Time
What does a New Patient Need to Bring:
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New Patient Forms if Downloaded from Online
Insurance Card
Identification
List of Medications if Applicable
New Patients Should Arrive 10-15 Minutes Prior to Appointment
Emergency Patients
Emergency Patients- Patients experiencing pain or trauma
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New Patients
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Returning Patients
Emergency New Patients should be handled as other New Patients with the following
exceptions:
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Emergency Patients should be scheduled within 24 hours
Emergency Patients should only be scheduled with the Doctor
Limited (Problem Focused) Exam and Intraoral Periapical First Film
30 Minutes of Time
Additional Information for Emergency Appointment
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Which tooth or area is bothering you?
Describe the pain
When did the pain start
Is there swelling?
Returning Patients
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Recall Patients
These patients are on a regular six month evaluation and cleaning program
a. Scheduled with the hygienist
b. Periodic exam, prophy, necessary x-rays
c. Depending on office policy 50-60 minutes of time
Operative Patients
Patients returning for restorative treatment
a. Schedule with the Doctor
b. Length of appointment will depend on needed treatment
c. Dovetail Scheduling-the first or last 15-30 minutes of the patients
appointment involves duties or procedures that can be managed by
the dental assistant.
d. Double Booking-Two patients are intentionally scheduled at the same
time. Used when a patient will have “downtime” during a procedure
that a dental assistant can manage.
Ex. Bleaching, denture relines or adjustments
Interruptions of Scheduling
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Late Patients
a. Patients arriving 10-15 minutes past their appointment time
b. Inform the clinical staff to determine if the patient can be seen
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c. Reschedule if needed. Inform patient that their appointment will cause the
next patient to be seen late.
d. Handle chronically late patients.
Cancellations and Rescheduling
a. Ask patient if they would like to reschedule
b. Note in patients chart any cancellations and reasons
c. If patient does not reschedule, make a note to contact patient in the next
two days.
d. If patient gives short notice of cancellation, remind patient of cancellation
policy
e. To Charge or Not To Charge…that is the question
Missed Appointment
a. Called “No Shows” or “Broken Appointments”
b. Note in patients account any missed appointments
c. Contact patient to ask if they would like to reschedule
d. How to handle numerous broken appointments
Appointment Management
The most important duty of the administrative team is management of the daily schedule,
ensuring a productive and efficient day.
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Patient Recare System
a. AKA Recall System or Continuing Care
b. Prescheduling Return Preventative Care Appointments
c. Recare Card System-Mail monthly in advance of due date
d. Continuing Care List-Run monthly-Can be used to “fill” Hygiene Schedule
Confirmation Calls
a. Usually completed daily prior to the lunch hour
b. 1-2 days prior to appointment
c. Email and Text Message Reminders
“Filling” the Schedule
Broken and 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.
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As Soon As Possible List
a. Electronic-ASAP List (Dentrix)
b. Box Method
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Broken Appointment List
Unscheduled Treatment Plan List
Continuing Care List
Hygiene Unscheduled Treatment
“Pulling”-From Hygiene
Introduction to Appointment Book
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Time Bar
Calendar Button
Day Note
Provider Colors
Operatory ID
Navigation Buttons
Pinboard
Day, Week, Month View
Flip Tabs
Locate Existing Appointment
Introduction to Family File
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Divided into Blocks
Patient Information Block
Employer Block
Insurance Block
Medical Alert Block
Continuing Care Block
Referral Block
Patient Notes Block
Billing Payment Block
Family Members and Relations Block
Select Patient Icon
Add New Family Member Icon
Patient Picture Icon
Patient Alert Icon