SCRIPT BOX FOR
NEW PATIENT GREEN LIGHT CASE EXCEPTANCETM
FINANCIAL IMMEDIATE COLECTIONS PROCESSTM
RECARE with HYGIENE MAXIMIZERTM
Contents
SCRIPT BOX FOR
NEW PATIENT GREEN LIGHT CASE EXCEPTANCETM 1
Contents 1
NEW PATIENT 1
No blame is assigned 15
A credit card option is offered 15
You have indicated that you are documenting the conversation and the agreed-upon payment 15
HYGIENE - RECARE 16
Scripts for answering fee questions: 16
Script for Overdue Patient: 17
END OF DOCUMENT 19
Scripts from Phase II Material
NEW PATIENT
Script: Answering the Telephone
Front Desk Staff: Thank you for calling Dr. Smith’s office. This is Joan. How may I help you?
Please note that this does not say, “Doctor’s office, can you hold please?”
Script: New Patient Caller
Front Desk Staff: Thank you for calling Dr. Smith's office. This is Joan. How may I help you?
Patient: I'd like to make an appointment. I've never been to your practice.
Front Desk Staff: That's great! We’re always excited to have new patients join us. Would you spell you name for me, please?
Patient: (spells name)
Front Desk Staff: Mr./Ms._____, are you having any special problems at this time?
Patient: No. I just need a cleaning.
Front Desk Staff: Okay. Let me tell you a little bit about our practice. Dr. Smith is a terrific dentist. He's up-to-date on all of the latest dental procedures and he's very gentle, too. You are really going to love him.
Mr./Ms_____., I'd like to schedule you to have an initial comprehensive examination with Dr._____ and then we can schedule your re-care appointment after that to take care of all of your hygiene needs. Which will be more convenient for your schedule —Monday, December 3 at 2:00 p.m. or Wednesday, December 5 at 9:00 a.m.?
Patient: Wednesday morning would be fine.
Front Desk Staff: Let me ask you a couple of questions just so we can be prepared for your visit. Is that okay?
Patient: Of course.
Front Desk Staff: Great. First, whom may we thank for referring you?
Patient: Sam Baker. He's a patient of yours.
Front Desk Staff: Oh, Mr. Baker is a wonderful man. It was very nice of him to refer you to us.
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Script: Patient Wants More Information About Why He/She Will See the Doctor for the First Visit
Front Desk Staff: Mr. Wilson, our practice is committed to providing the highest quality experience. That is why Dr. Smith likes to see new patients first to perform the initial examination. This enables him to completely assess your needs and any dental problems that you may have and discuss them with you. At your second appointment, you will see our hygienist to have a comprehensive hygiene visit and oral health care instruction.
Script: Caller Needs To Be Placed on Hold
To Current Caller…
Front Desk Staff: May I place you on hold for a moment please?
To Incoming Caller…
Front Desk Staff: Mrs. Johnson, I am assisting a patient on the other line and will be about five minutes. Would you like to hold, or shall I take a number and return your call?
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Script: Handling Objections—“But I just need a cleaning.”
Note: This is one of the most popular responses that you will get from new callers, especially younger patients who perceive that they do not have any dental problems and just want to get in and out of the office. Remember to focus on the patient benefits. Emphasize that it is really beneficial to the patient to have this time with the doctor.
Begin by acknowledging what the patient said.
Front Desk Staff: So—you just want an appointment for a continuing care visit with our hygienist?
Reiterate your practice philosophy to new patients. Reinforce the importance and value of the new patient visit with the doctor and how this relates to his or her health. Remember, unless the patient is in pain, he or she thinks that everything is okay and may not perceive the need or benefit of the initial comprehensive exam. They may also view it as inconvenient to have to schedule a separate appointment for hygiene.
Front Desk Staff: We have found that patients really appreciate seeing Dr. Smith first because it gives them an opportunity to meet him and have a thorough comprehensive examination. In fact, patients often tell us that they have never had such a thorough examination before. They really like having the opportunity to meet and speak with Dr. Smith about their concerns.
or
Front Desk Staff: During the initial visit Dr. Smith will be able to assess your specific needs and then schedule an appropriate amount of time with our hygienist. This actually saves you time because are able to schedule according to the results of your exam. Patients frequently thank us for taking so much time with them. They like having time to speak with their dentist.
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Script: Educating the Patient about the Need for a Comprehensive Exam
Doctor: Mrs. Wilson, we’re so happy to have you as a patient in our practice! During your hygiene appointment Mary detected several areas that I believe require further evaluation. It looks as though you may have some problems with problem areas>.
So, let’s go ahead and have Jane, our scheduling coordinator, schedule you for a convenient time to return for a comprehensive examination. This will enable us to perform a full assessment and discuss your concerns and treatment goals.
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Script: Welcoming the New Patient
Front Desk Coordinator: [Said while shaking hands] Mrs. Henderson, I am Julie White, Front Desk Coordinator in Dr. Smith’s practice. We’ve been expecting you—welcome to our practice!
Dr. Smith is running right on time. We have some paperwork for you to complete; would you like a cup of coffee or juice while you do that?
Script: Introducing the New Patient to the Assistant
Front Office Staff: [Said while shaking hands.] Mrs. Henderson, I would like to introduce you to Jackie Jones, one of our terrific dental assistants. Jackie will be taking you on a quick tour of our practice and will then get you comfortable in the back.
Patient: Julie, you have been great. I can’t believe how professional and kind all of you have been!
Front Office Staff: Well, thank you—that is certainly our goal here. I’ll see you after you meet with Dr. Smith. I’m leaving you in great hands!
Dental Assistant: Thanks, Julie.
Be sure that all team members compliment one another. This can help instill the patient’s confidence in the entire practice.
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Script: Presenting the New Patient Orientation Packet
Dental Assistant: Mrs. Henderson, here’s a packet of information for you. It is in a convenient folder that can be used to keep all of your dental records. It covers different aspects of our practice, including our services and technology. If you have any additional questions, please let me know.
Patient: Thanks very much.
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Script: Reception Area
Dental Assistant: As I’m sure you know by now, this is our reception area. We have coffee and juice available here. Please help yourself.
Script: Sterilization Area
Dental Assistant: This is our sterilization area. In our office, patient safety is a high priority. We meet or exceed all safety guidelines. Throughout the day, we perform a number of sterilization procedures for our patients’ protection.
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Script: Treatment Area
Dental Assistant: Here is our treatment area. We have designed it for maximum patient comfort. This is our intraoral camera, which allows us to see all aspects of your teeth and gums. In addition, we have an air abrasion unit, which allows us to prepare teeth and perform many dental procedures quickly and without discomfort.
Script: X-rays and Restrooms
Dental Assistant: One of our restrooms is here. We also have restrooms near the front door. We always keep our restrooms fully stocked with toothpaste and toothbrushes for our patients’ convenience. And this is our diagnostic area where we take x-rays.
Script: New Patient Tour Completion
Dental Assistant: Mrs. Henderson, do you have any questions about anything I’ve shown you?
Patient: No. I think you’ve covered everything so far.
Dental Assistant: Great! Then let’s go into our treatment area, and I’ll spend just a few minutes telling you a little bit more about our practice.
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Script: Referring to Personal Information
Doctor: Mr. Wilson, I know that you are an avid golfer. I love the sport too; what is your favorite course?
Script: Mentioning Treatment Achievements and Referrals
Staff member: Dr. Miller’s patients are always so pleased with the result of their treatment that they tell others. Many of our new patients have been referred by other patients.
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Script: Speaking Highly of the Doctor
Staff member: I could not imagine working in another practice that provides this level of quality. We are always striving to be the best.
Script: Mentioning Doctor-Staff Relationship
Staff member: We all really enjoy working for Dr. Miller. Most of us have been here for more than seven years!
Script: Mentioning Fellowships, Awards, Accreditations, Continuing Education, Committees
Staff member: Dr. Miller is one of only three dentists in our state who is accredited by the American Academy of Cosmetic Dentistry. The accreditation process requires passing numerous advanced examinations.
or
Staff member: Dr. Miller is committed to excellence and regularly attends continuing education seminars to stay current in his specialty.
Script: Assistant Introducing New Patient to Doctor
Dental Assistant: Mrs. Henderson, I would like you to meet Dr. Smith.
Doctor: [Shakes patient’s hand during the introduction] Mrs. Henderson, it is such a pleasure to meet you! Welcome and thank you for choosing our practice.
Dental Assistant: “Mrs. Henderson and I have been discussing her dental history. I’ve written some notes in her chart for you to review.”
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Script: Asking for a Testimonial
Doctor: Mr. Smith, I know how thrilled you are with the results of your implants. Many other patients are really interested in this sort of treatment, but would like more insight from someone who has experienced the process. It would be wonderful if you could write a note about your treatment experience, because it could help others achieve the excellent results that you are now able to enjoy.
Script: Anesthesia
Office Staff: It is our goal to keep our patients as comfortable as possible during treatment. As a matter of fact, patients often comment that Dr. Wilson is very gentle and that they do not feel any discomfort.
Doctor: This will be done with a local anesthetic. We’ll be sure to keep you comfortable throughout the procedure.
Script: Medication
Doctor: Our patients usually do very well with this (name procedure). However, you may need some medication afterwards. I’ll recommend the best medication to keep you comfortable.
Script: Contacting patients by telephone
Office Staff: Dr. Wilson calls patients who have had _____________(procedure)in the evening after their appointments. Patients appreciate this, especially if they want to ask questions.
Doctor: We will follow-up with you later in the day, to see how you are doing and if you have any questions.
Script: Managing provisionals (temporaries)
Office Staff: As you know, Mrs. Powers, this crown is just temporary. I know that you have an appointment set up in two weeks to have the permanent crown placed; however, in the meantime, if this temporary becomes loose, please do not be alarmed, just call our office and we can re-cement it.
Script: What is it?
Doctor: Mrs. Jones, you definitely need a crown. It will match your other teeth beautifully and should last many, many years.
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Script: “What Will it Do for Me?”
Doctor: Mr. Wilson, having the ___________ will eliminate the many emergencies that you have experienced. I know that with your work schedule, these emergencies are extremely interruptive and not good for your business.
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Script: “How Long Will it Take?”
Doctor: Ms. Jackson, I know that you are concerned about the amount of time that it will take to complete your treatment. We will do everything we can to move things along as quickly as possible. I want to emphasize, though, that we are committed to providing excellent treatment — and that can sometimes take extra time.
Script: Encouragement
Doctor or Staff: You’ve done really well with _______ and we’re making great progress! We’re now ready to get started with________.
Doctor: I’ve reviewed the x-rays and results of your examination and I’d like to discuss those with you first. Based on our initial conversation about your treatment goals, I think you will be very pleased with the treatment plan. After we’ve discussed your treatment needs, Donna, our financial coordinator, will be happy to answer any questions you have about fees or dental insurance. She handles all of that for the practice—she’s our expert!
During the presentation, always focus on benefits. Excite the patient during this process.
Script: Excite the Patient
Doctor or Staff: Our patients are always so excited with their completed treatment that they can’t wait to tell their friends and family!
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Script: Focus on Benefits
Doctor: I know that you want to keep your teeth for a lifetime. This procedure will certainly help you achieve your goal.
Script: Ask for Feedback (Open-ended Question)
Doctor: How do you feel about everything we just discussed?
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Script: Make Definitive Recommendations
Doctor: If you were my spouse, I’d tell you to have this done within the next two weeks.
Script: Time
Doctor: Mr. Ward, you mentioned that finding the time for this treatment is a problem. I’m sure that we can work with you to fit the appointments into your schedule. Let’s talk with Linda, our Scheduling Coordinator, so that we can go ahead and get your treatment started.
Script: Money
Doctor: Mr. Ward, you said that you were concerned about your financial responsibilities for the treatment. Kathy, our Financial Coordinator, can work with you to make payments as comfortable as possible. After we make the financial arrangements, let’s go ahead and schedule your next visit.
Script: Insurance
Doctor: Mr. Ward, you said that you were concerned about your insurance coverage. Jan, our Insurance Coordinator, can work with you. After we have reviewed your insurance coverage, let’s go ahead and schedule your next visit.
Script: Fear/Pain
Doctor: Mr. Ward, you said that you were concerned that this procedure would be painful. I assure you that we use the most advanced techniques for pain control and that patients usually feel little or no discomfort. Let’s go ahead and schedule your next visit.
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Script: Treatment/Outcome
Doctor: Mr. Ward, you said that you were concerned about the result of your treatment. Let me show you some pictures of patients who have had similar treatment. In addition, please feel free to look at our Testimonial Book, to see how other patients have done with similar treatment.
Script: General Question
Doctor: Mr. Ward, is there anything that would prevent you from going ahead and scheduling the first appointment?
Another question that might arise is “How long will the results last?”
This question can be answered by telling patients that, provided they keep up their re-care examinations, treatment should last many years.
Script: How long will the results last?
Patient: Dr. Martin, I want to do this, but how long will it last?
Doctor: Mrs. Jones, provided you keep up with your regularly scheduled re-care appointments and good oral hygiene, your treatment should last for many years.
Sometimes, the case comes down to money. (If you’ll remember, this is question is #4 in the Four Key Questions.)
Script: How much does it cost?
Doctor: Mr. Browne, provided we can work out all the arrangements for payment, is this something that you would like to do?
Doctor: “Mr./Ms. ________, I’ve spent some time reviewing all of the information concerning your treatment needs. Do you have any questions or comments before you speak with _______ to schedule your next appoint?”
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FINANCIAL SCRIPTS
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Handling Objections
Handoff Script from Doctor to Financial Coordinator
Doctor: Ms. Jones, now that we have reviewed your treatment plan, I would like you to meet Janet, our expert financial coordinator.
..or If account has built up and needs to be converted to ½ & ½ or Third Party, etc.
Ms. Jones we are updating financial arrangements, and would like you to meet Janet, our expert financial coordinator.
Financial Coordinator: Hi, Ms. Jones (shakes hand). I’m Janet. Please make yourself comfortable.
Now that you have discussed your treatment needs with Dr. Anderson, I would like to help you make comfortable financial arrangements so that you can begin the necessary treatment.
Use scripts to overcome any objection.
Patient: I would love to pay for my treatment with a credit card but they are maxed.
Financial Coordinator: That is not a problem. Would you be able to bring one half of the payment when we prepare your tooth and the other half when we complete treatment?
Tell patients the benefit of paying.
Example: Ms. Martin, we are committed to maximizing your dental insurance benefits. We estimate that your insurance will be covering approximately $300 of your treatment, and that is excellent!
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HANDLING OBJECTIONS
Also see Operations Manual “Objections” for more scripts [view] [Edit]
Script #1: 5% off for pre pay is proposed first
After the patient's consultation with the doctor, review the payment options with the patient. (Note: It is best to refer to “dollars” only when referring to a patient benefit.)
Financial Coordinator: Mrs. Smith, I'm so glad that you're going to undergo treatment. I know many other patients who have had this treatment performed, and they are elated with the results. As Dr. Stone told you, the fee for this treatment is 1,000. Do you have any questions about the procedures involved?
Patient: No, Dr. Stone explained everything to me very clearly.
Financial Coordinator: Dr. Stone asked me to go over payment options with you. We want to make payment as comfortable as possible. Let me review the options available to you. Many of our patients take advantage of our five percent immediate payment courtesy for payment in full with cash or check 48 hours prior to treatment. This means that you will need to pay 950 when we start treatment. If you take advantage of this offer, you can save $50! Will that work for you?
Wait for the patient to respond. If the response is affirmative, you may reiterate the benefits and stop at that point. If the response is negative, move on to…
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Script #2: Financing: Credit Card, ½ & ½ , and Third Party financing
Patient: I don't think I can come up with that much cash right now.
Financial Coordinator: I can certainly understand that. That’s why we also have other options such as credit card, half & half, and Third Party financing. Let me review these options with you. We accept Visa and MasterCard. Would that work for you?
Again, wait for the patient to respond. If the response is affirmative, you may reiterate the benefits, and then stop. If the response is negative, move on to…
Patient: It sounds good, but my credit cards are over-extended.
Script #3: ½ and ½
Financial Coordinator: Well, also can accept half upfront and half prior to treatment completion.
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THIRD PARTY –
Also see E3.“Outside Financing” in Operations Manual. [View] [Edit]
Script #4: THIRD PARTY (Like CareCredit)
Patient: Don't you offer some sort of payment plan?
Financial Coordinator: For payment plans, we work with a company called . This would require you to complete some simple paperwork. You can do that now, in the privacy of my office. If you pay for the treatment in the 12-month time frame we have arranged, there will be no interest charged to you if you are approved for credit.
Patient: You mean I won't be making payments directly to your office? I've always done that in the past.
Financial Coordinator: You will receive paperwork from , and you'll pay them directly. This allows for greater flexibility than our accountant can offer, and makes comfortable, no-interest monthly payments possible. This has been a wonderful option for many of our patients. They've been able to receive all necessary dental treatment and have it completed in a shorter amount of time—yet still stay within their budgets. I know that you'll be just as satisfied.
Patient: Well, I do want to undergo treatment. If you recommend this payment option and believe it has worked well, I'll complete the forms.
If they choose third party financing and are not approved:
Script #5: Third Party application approved
Financial Coordinator: Your application has not been approved. I would suggest you obtain a copy of your credit report. I can give you a list of companies and their contact numbers.
Dr. Stone feels that the treatment recommended is necessary for your long-term dental health. If none of these options work for you, is there a family member that could help you?
Financial Coordinator: Mr. Martin, the fee for your next visit will be two hundred fifty, and your insurance is estimated to pay $160, so your portion will be ninety. How do you think you will take care of that?
For practices that have never aggressively asked for the patient’s portion, start out slowly so that you do not overwhelm patients.
In the past …….
Financial Coordinator: Mr. Martin, we have found that with the complexities of dental insurance, our patients like to know what their portion is so that there are no surprises.
Patient: That’s fine, but in the past you have always just billed my insurance company and then told me my remaining responsibility. You know I’m good for it.
Financial Coordinator: Oh, absolutely, Mr. Martin. You are an excellent patient. But what patients are telling us is that they want to know their responsibility so that they can be prepared. In fact, it is customary to pay for treatment at the time of service.
Patient: Well, I could do that too.
Financial Coordinator: Great. At your next visit, your fee will be two hundred fifty and the insurance company is expected to pay $160, so your portion should be ninety.
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THE EMERGENCY PATIENT
Also see Operations Manual, E6. “Emergency Patient” [View] [Edit]
Script #1: Letting the patient know the anticipated cost and that payment is expected at time of service
Front Office: Mrs. Powers, we like to let our new emergency patients know that we attempt to anticipate what their fee will be before coming into the office to alleviate any surprises, and so that you can be fully prepared.
At this point you can tell the patient the range of fees to be expected. Always give extremes as example:
Front Office: Mrs. Powers, our emergency visit fees are due at the time of treatment and are usually between eighty and one-fifty.
An important patient relations note—always come in less than the upper figure quoted. You will look great to the patient.
Script #2: Letting the patient know that you are committed to helping
Front desk: Thank you for calling Dr. Peter’s office. Judy speaking. How may I help you?
Patient: I have a bad toothache and need to come in.
Front desk: When was your last visit with Dr. Peter?
Patient: Oh, I am a new patient.
Front desk: We are more than happy to assist you and get you out of pain. [Ask telephone call slip questions here — how long, hot, cold, are you in extreme pain?, etc..]
Front desk: Mr. Anderson, we believe in getting new patients in as soon as possible and have time available today at 10:30 am.
Script #3: Scheduling an Appointment After the Emergency Visit
Doctor: Mrs. Anderson, now that we have you out of pain, I see some areas that are of concern to me, and I would like to schedule a time to perform a comprehensive examination because our practice philosophy focuses our efforts on preventive dental care.
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COLLECTION CALLS
Script #1: Collection Call—Payment Overdue
Also see Operations Manual: E7. “Collection Calls” [View] [Edit]
Financial Coordinator: Hi, Mrs. Smith. This is Janet from Dr. Stone's office calling. How are you today?
Patient: I'm fine.
Financial Coordinator: I'm sure this was an oversight, but we have yet to receive your payment of $200. I wanted to let you know as soon as possible so you can bring this up to date. If it's more convenient for you, we can place it on Visa or MasterCard.
Remain silent and let the patient respond. This may feel uncomfortable at first, but it is an effective tool.
Patient: I don't want to put it on a credit card. I'll send you a check this afternoon.
Financial Coordinator: That's fine. I'll expect your check by Friday. Let me make a note that you'll be sending it right away. Thank you for your time and I hope you have a great day.
Ask for permission to follow up.
Points of the Script:
No blame is assigned
A credit card option is offered
You have indicated that you are documenting the conversation and the agreed-upon payment
Script #2: Collection Call—Expected Payment Not Received
Financial Coordinator: Mrs. Smith, this is Janet from Dr. Stone's office calling. I'm so sorry, but we didn't receive your payment as expected on Thursday. At this point, our accountant has asked me to forward the bill to him, and I am concerned that he is going to turn it over for collection. Let me go ahead and put this on a credit card and clear your account today.
Patient: Okay, Janet. I just haven't gotten around to writing the check. Let's put it on my Visa.
Financial Coordinator: That's fine, Mrs. Smith. I'm glad I was able to help you.
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HYGIENE - RECARE
Scripts for answering fee questions:
Patient: Why are your fees so high?
Hygienist: Our fees are based on the highest standards of patient care, clinical expertise of Dr. <______> and our team, customer service, and a comfortable environment for our patients.
Patient: I guess I’m paying for this new facility.
Hygienist: Our facility is a reflection of the care that we provide. Dr. <_______> and our team provide the highest quality care, and the newest technology, in a customer-service environment.
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Hygiene Pre-Appointing Script:
Hygienist: Mr. Fisher, we'd like to reserve your six-month recare appointment with our office now, so we may continue to monitor your periodontal maintenance. During this appointment, Dr. Wilson will also be examining that bridge on the upper right to be sure there are no problems. I know that you like early mornings, and I can schedule you for 8:00 a.m. on July 11, 2004.
Just address this postcard and you will receive it two weeks before your reserved appointment. In the meantime, here is my business card. Feel free to call me if you should have any questions.
Patient: Well, I'm not sure where I’ll be in six months.
Hygienist: I can certainly understand that you may not know your schedule, but I do know that you like early morning appointments before going to work. They are very popular times and if you do not pre-appoint now, I know that you will be disappointed not to get the time you need. I will, however, send you a postcard two weeks before your scheduled date. Can you do me a favor?
Patient: Sure. (Normally this will be the response.)
Hygienist: When you receive the card, two weeks in advance, if there is a problem, could you call me immediately, not the day before, so that we can work with your schedule? Otherwise, I would be worried that you would not get the time you need.
Patient: I guess I can do that.
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Script for Overdue Patient:
Hygiene Assistant: Hi Mrs. Martin. This is Kathy from Dr. White’s office calling. Dr. White was reviewing your file and saw that your last periodontal maintenance and oral cancer screening exam was 9 months ago, and he is very concerned. We had also planned to examine areas as we had discussed at your last visit. Dr. White asked me to phone you and make an appointment. Do you prefer mornings or afternoons?
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Script for Calling After a Chart Audit:
Hygiene Assistant: Mr. Grace, this is Kelly from Dr. Martin’s office calling. Dr. Martin was reviewing your file and saw that your last periodontal maintenance and oral cancer screening exam was 12 months ago, and he is very concerned. We had also planned to begin the two crowns on the upper right. Are you experiencing any pain there?
Patient: Well, actually, a few weeks ago there was some sensitivity, but it is gone now.
Hygiene Assistant: Dr. Martin asked us to try to schedule you because he is concerned that you could be headed for some real problems very soon. Why don’t we schedule you now?
Scripts for Commonly Asked Questions in Hygiene:
Patient: Why does it cost that much money to have my teeth cleaned?
Hygienist: Mrs. Green, as we discussed at your last visit, you had quite a bit of bleeding, and the space between your gums and teeth in many areas is very deep. We are concerned about the health of your gums, and we don't want you to lose any teeth. We talked about the advances in treating gum disease. It's time to take an aggressive approach to treating the oral infection. Dr. Joseph will probably recommend that I perform a series of deep scaling and root planings. You remember that root planing is the removal of debris in and around the area and smoothing your roots. Can I answer any questions?
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Patient: I’ve been coming here all these years. Why didn’t someone say something sooner?
The hygienist will most likely have to answer this question. It is always best to keep answers short and to the point. Remember that the patient is probably feeling stressed at this point—he or she was “perfectly healthy” last time and now is told that he or she has a problem.
Also be prepared to deal with this question when the patient is new and wants to know why the previous dentist didn’t say something. Don’t “bad mouth” the other doctor—just stick to the points here.
Hygienist: That's an excellent question, Mrs. Smith, and I understand why you might ask it. We now have new awareness of overall health and its relationship to oral health. Bleeding can occur for a variety of reasons such as, stress, illness, localized tissue damage, and so on. Because we are aware of the connection between overall health and oral health, we are bringing the problem to your attention so that we can work together to take care of it.
Patient: What's gum disease?
Hygienist: Gum disease is an infection. The infection is of the tissues of the gum and underlying tooth supporting structures. If this infection is left untreated, it can cause tooth loss. In fact, gum disease is the leading cause of tooth loss today, especially in adults. I see bleeding around your gums. This is a sign of gum disease, and this tells me that an infection is present within the pockets.
Patient: What's a pocket?
Hygienist: Healthy gum tissue, with no pockets, is firm and fits closely around the teeth. A pocket is a space that forms between the gums and teeth when periodontal disease destroys the supporting bone and tissue. Bacteria live in the periodontal pockets, and as the pockets become deeper, they harbor more bacteria. Periodontal disease can progress, causing further bone loss and possibly even tooth loss. Our periodontal program will help reduce the depth of these pockets and help get your gums healthy again.
Do you have any more questions?
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