What happens next after the patient has been handed over to the front office team?
It is very important to get this right at the end of your patient’s appointment.
After every appointment your patient should:
- Leave with a next appointment
- Pay for the treatment and care, they have just had.
Simple and easy to do, but it MUST be done in the correct order.
Always schedule your patient’s next appointment and then take their payment.
I see so many dental teams do it the other way around.
Here is the reason why this is so important.
If you take the patient’s payment first, then is a chance that your patient will leave without making the next appointment.
You probably know what I mean. You may have heard your patients say this:
“That’s OK I will call you and make the next appointment later.”
“I need to check my diary when I get home.”
“I’m in a rush, I haven’t got time to make the appointment now.”
“I don’t know what I am doing.”
Now I know that not every patient will do this, but it is amazing how many will, especially when we go to schedule their appointment after processing their payment.
When your patient has paid, they are ready to leave and it becomes easy for them to postpone making their next appointment. They have one foot out of the door when the payment is made.
The other reason you MUST schedule the next appointment before taking the payment is because they have just been brought to the front desk for a handover where we went through the next step in treatment and care. While the patient is still thinking about this discussion it just makes sense to now schedule the next appointment. If you start taking the payment next, then there is a risk the patient will forget everything that was discussed in the handover and not make an appointment.
If the patient needs no appointment for ongoing treatment with the Dentist, they will have another appointment that was made previously after their last preventive care appointment. This is now the time to go over this with the patient.
After you have done all of this with the patient, it is time process your patient’s payment and say goodbye.
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