Читать книгу Managing Patients: The Patient Experience Guidelines for Pratctice Success - American Dental Association - Страница 5

Table of Contents

Introduction

Patient Intake

Phone Calls from Prospective Patients

Standard Telephone Protocols and Scripts

Sample Phone Scripts

Sample New Patient Intake Form

Office Hours and Time Management

Reception Area and Office Décor

The Patient’s First Visit

Reception Area and Office Décor Checklist

Patient Registration and Forms

Touring the Practice

Meeting the Doctor

Policies

Financial: Payment Options, Handling Dental Benefits

Sample Financial Policy Statement

Cancellations

Sample Cancellation or Rescheduling Policy

Sample Late Arrival Policy

Sample Scripts

Informed Consent/Refusal

Sample Informed Consent Form

Sample Informed Refusal Form

Specialty Referrals

Sample Referral Form to Dental Specialist

Sample Referral Form for Medical Care (Adult)

Sample Referral Form for Medical Care (Child)

Sample Referral Form for Dental Care (Adult and Child)

Miscellaneous Policies

Treatment Recommendations

Case Presentations

Sample Photography Release Form

Accepted Treatment

Emergency Treatment

Sample Triage Reference Form for Front Desk Staff

Post Treatment and Follow-up

Recare Appointments

Documentation/Patient Records

Appointment Confirmations

Patient Satisfaction Surveys

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

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

Patient Dismissal

Sample Patient Dismissal Letters

Peer Review

Special Considerations

Sample Fee Waiver Release Form