Capacity Downtime - Southport Dental Care

ALREADY KNOW YOUR SCORE?

To complete scorecard, please read all four statements for each question.

Then chose the ONE statement that best reflects where you are now and choose the ONE statement that best reflects where you want to be.

Next to each statement there is a number range (low to high). Please choose the number that best reflects where you are now and the number that best reflects where you want to be.

Capacity - SCC01 - Downtime - Southport Dental Care

Step 1 of 9

11%

Igniter 1: Cancellation Policy

1
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3
We don't see the need or have any formal cancellation policy in place as patients would not follow it anyway as don't value our time.

4
5
6
We tell patients to give us 48 hours notice to cancel however we don't always enforce it and they still cancel or no show same day.

7
8
9
We have a clear and communicated 2 business days cancellation policy that we reinforce verbally, on cards, and with walk out statements.

10
11
12
We have a clear, documented cancellation policy of 2 business days, that is enforced and patients comply 90% of the time.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Cancellation Policy?*

Igniter 2: Answering Machine/Service

1
2
3
We have an after hours answering machine that patients don't use much except to cancel their appointments last minute.

4
5
6
We have an after hours answering machine that patients leave messages to cancel for the next day and causes voids and openings.

7
8
9
We have an after hours answering machine that requests the patient calls us back during office hours about their appointment with success.

10
11
12
Our answering machine does not accept scheduling changes after hours and patients must call us directly to change their appointment.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Answering Machine/Service?*

Igniter 3: Scheduling Lists

1
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3
We don't use or have any scheduling lists to fill last minute voids and would be too much work and trouble.

4
5
6
We have a few scheduling lists with minimal patients on them so they are no use to us to fill last minute voids.

7
8
9
We have and use scheduling lists of patients to fill last minute voids and charges with success most of the time.

10
11
12
We have a variety of scheduling lists of patients who need to schedule earlier, are flexible, overdue and short notice.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Scheduling Lists?*

Igniter 4: Patient Classification

1
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3
We don't know what a patient classification of A, B and C means or why we would use that or what we would use it for.

4
5
6
We have some patients who are really bad at keeping their appointments and we continue to schedule them in advance and HOPE.

7
8
9
We classify our patients based on past appointment history within 18 months and assign an A, B or C with C patients no longer pre-booked.

10
11
12
We have a clear criteria for what an A, B and C patient is based on, appointment history and adapt and communicate it to the patient.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Patient Classification?*

Igniter 5: No Show Protocols

1
2
3
We have patients who constantly fail and no show without notice and that is just the way it is for our practice.

4
5
6
We ask patients to give us notice to change their appointment, however they still no show and are hard to contact to reschedule.

7
8
9
We address all no show patients within 2 days and repeat our policy of 2 business days notice to change their confirmed visit.

10
11
12
We rarely have No Shows due to our team approach, policy and patient respect for us and our schedule.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for No Show Protocols?*

Igniter 6: Late Patients

1
2
3
We have patients that show up late on a daily basis and we don't say anything and do our best to get them in and do their full treatment.

4
5
6
We have patients that show up late on a daily basis and we don't say anything and do our best to get them in and do their full treatment.

7
8
9
We know when our patients are late and point it out, letting them know we can only complete what time allows in their regulate time.

10
11
12
We have trained our patients to show up on time and when they are late they are aware we will complete what we can without running behind.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Late Patients?

Igniter 7: Downtime Measurement

1
2
3
We don't track or know our monthly hygiene and restorative downtime and don't know how to see the value on knowing this.

4
5
6
We don't track our non productive time, however we have a lot of white space not filled last minute which is stressful.

7
8
9
We have a team manual tracking of downtime daily with a monthly % of less than 10% in hygiene and 5% in restorative.

10
11
12
We accurately track and are aware of our nonproductive downtime % every month and achieve less than 10% in hygiene and 5% in restorative.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Downtime Measurement?*

Igniter 8: Cancellation Calls

1
2
3
When a patient calls to cancel short notice we say OK and ask them to call us back when they are ready.

4
5
6
When a patient calls to cancel they are told it is ok and scheduled the next day and not told of policy or impact of their short notice.

7
8
9
We are good at overcoming cancellation calls and make sure the patient knows their A, B, or C status and how to prevent in the future.

10
11
12
We are masters at overcoming cancellations by putting the patient on hold, identifying their classification and overcoming their change.
a. How would you rate yourself on a scale of 1-12?*
b. What is your ideal goal on a scale of 1-12?*
c. What are your insights and actions for Cancellation Calls?

Thank you for completing your scorecard! Your score is 0(0%)! Contact us here to go over your results and action plan!
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ALREADY KNOW YOUR SCORE?

Capacity - SCC01 - Downtime - Southport Dental Care

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