Managing Patients: The Patient Experience Guidelines for Pratctice Success

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American Dental Association. Managing Patients: The Patient Experience Guidelines for Pratctice Success

The Patient Experience: What It Is and Why It Matters

Patient Intake

Phone Calls from Prospective Patients

Resources:

STANDARD TELEPHONE PROTOCOLS

SAMPLE PHONE SCRIPTS

SAMPLE NEW PATIENT INTAKE FORM

Office Hours and Time Management

Reception Area and Office Décor

Resources:

The Patient’s First Visit

RECEPTION AREA AND OFFICE DÉCOR CHECKLIST

Patient Registration and Forms

Resources:

Touring the Practice

Meeting the Doctor

Resources:

Policies

Financial: Payment Options, Handling Dental Benefits

Resources:

SAMPLE FINANCIAL POLICY STATEMENT

Cancellations

Resources:

SAMPLE CANCELLATION OR RESCHEDULING POLICY

SAMPLE LATE ARRIVAL POLICY

SAMPLE SCRIPTS

Informed Consent/Refusal

Resources:

INFORMED CONSENT

SAMPLE INFORMED CONSENT FORM

SAMPLE INFORMED REFUSAL FORM

Specialty Referrals

Resources:

SAMPLE REFERRAL FORM TO DENTAL SPECIALIST

SAMPLE REFERRAL FORM TO PHYSICIAN — ADULT

SAMPLE REFERRAL FORM TO PHYSICIAN — CHILD

SAMPLE REFERRAL FORM FROM PHYSICIAN TO DENTIST — ADULT AND CHILD

Miscellaneous Policies

Resources:

Treatment Recommendations. Case Presentations

Resources:

SAMPLE PHOTOGRAPHY RELEASE FORM

Accepted Treatment

Emergency Treatment

Resources:

SAMPLE TRIAGE REFERENCE FORM FOR FRONT DESK STAFF

Post Treatment and Follow-up

Recare Appointments

Documentation/Patient Records

Resources:

Appointment Confirmations

Patient Satisfaction Surveys

Resources:

SAMPLE COPY FOR SENDING PATIENTS A SATISFACTION E-SURVEY

SAMPLE REMINDER TO INCREASE PATIENT SURVEY RESPONSE RATE

SAMPLE PATIENT SATISFACTION SURVEY

Patient Relations

Reactivation/Retention

Resources:

Noncompliance

SAMPLE PATIENT REACTIVATION PHONE SCRIPTS

SAMPLE LETTER TO REACTIVATE A LAPSED PATIENT

TIPS FOR CUSTOMIZING THE “WHAT’S NEW” REACTIVATION LETTER

SAMPLE PATIENT REACTIVATION LETTERS

Complaints

Refunds and Discounts

Resources:

Patient Dismissal

Resources:

SAMPLE PATIENT DISMISSAL LETTER

SAMPLE PATIENT DISMISSAL LETTER

Peer Review

Resources:

SAMPLE FEE WAIVER RELEASE FORM

Special Considerations

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Acknowledgments

This publication was developed by the American Dental Association’s Center for Dental Practice. The ADA thanks the following individuals for their contributions:

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Miscellaneous Policies

Treatment Recommendations

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