Dental Administration 101
INSTRUCTOR
Robbie Heath | 919 271 8863
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”?
What Information Can Be Found In
A Dental Chart?
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Patient Demographics
Medical & Dental History
Insurance Information
Photo ID
Any Correspondence-Including Notes
Referral Information & Correspondence
Clinical Information
Incident Reports
Patient Demographics
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Name
Address
Contact Numbers
Social Security Number
Date Of Birth
Employment Information
Drivers License Number
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
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
Anaphylactic Shock
An Extreme Often Life Threatening
Allergic Reaction
• Involves Swelling of the Airway
• Epi Pen
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
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
Common Dental Abbreviations:
Pt – Patient
Appt – Appointment
Hx – History
Tx – Treatment
RCT - Rooth Canal Treatment
BA – Broken Appointment
Hyg – Hygiene
Rx – Prescription
NKDA- No Known Drug Allergies
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
Incident Reports Must Include:
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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
Preparing the New Patient Chart
Gather Forms In The Preferred Order
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Demographics
Medical & Dental History
Consents
HIPPA
Labeling Charts
According to Office Filing System
• Alphabetical System
Pros
Cons
• Numerical System
Pros
Cons
Name Label
Year Label
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
Three Types of Appointments In A
Dental Office
• New Patients – NP
• Emergency Patients
• Returning Patient
Recall or Recare
Operative
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?
How to Schedule the New Patient
• Doctor or Hygiene
• Comprehensive Exam & FMX
• 60 Minutes of Time
Remind New Patient to Bring the Following:
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New Patient Forms if Mailed or Downloaded
Insurance Card
Identification
List of Medications if Applicable
Remind New Patients to Arrive 10-15 Minutes Early!
Emergency Patients
Patients Experiencing Pain or Trauma
• New Patients
• Returning Patients
Should Be Viewed as Opportunity!
Emergency Protocol
• Schedule Within 24 Hours
• Schedule With Doctor Only
• Limited (Problem Focused) Exam and
Intraoral Periapical Film (PA)
• 30 Minutes of Time
The Emergency Phone Call
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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
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
Returning Patients
• Operative Patients- Returning for Restorative
Treatment
Schedule With Doctor
Length of Appointment Will Depend on
Needed Treatment
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
Scheduling Examples
Interruptions of Scheduling
• Late Patients
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Patients Arriving 10-15 Minutes Past Their
Appointment Time
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Inform the Clinical Staff
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Reschedule If Needed
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Handle Chronically Late Patients
• 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
Missed Appointments
• AKA “No Shows” or “Broken Appointments”
• Note In Patient’s Account Any Missed
Appointments
• Contact Patient to Reschedule
• Handle Chronic Missed Appointments
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
Confirmation Calls
• Usually Completed Daily Prior to the
Lunch Hour
• 1-2 Days Prior to Appointment
• Email & Text Message Reminders
“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
Commonly Used Lists
• Broken Appointment List
• Unscheduled Treatment Plan List
• Continuing Care List
• Hygiene Unscheduled Treatment
• “Pulling” From Hygiene