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

      

       Acknowledgments

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

      • Dr. Joseph G. Unger, chair, Council on Dental Practice

      • Dr. Jean L. Creasey, Council on Dental Practice

      • Dr. J. Christopher Smith, Council on Dental Practice

      • Dr. Irene Marron-Tarrazzi, New Dentist Committee

      • Ms. Lois Banta

      • Ms. Denise S. Ciardello

      • Ms. Debra Engelhardt-Nash

      • Ms. Linda Harvey

      • Ms. Ginny Hegarty

      • Ms. Judy Kay Mausolf

      • Dr. Lillian Obucina

      • Ms. Christine Taxin

      • Dr. William van Dyk

      In addition to the individuals cited above, principal contributors to this publication include Dr. Pamela M. Porembski, director, Council On Dental Practice, Cynthia Kluck-Nygren, manager, Dental Teams Activities and Publications, and Dr. Diane Metrick, senior manager, Special Projects and Emerging Issues.

       Legal Disclaimer

      In making this publication available, the ADA does not, nor does it intend to, provide either legal or professional advice. Nothing here represents ADA’s legal or professional advice as to any particular situation you may be facing. To get appropriate legal or professional advice, you need to consult directly with a properly qualified professional or with an attorney admitted to practice in your jurisdiction.

      Managing Patients generally discusses certain federal and state laws, but does not and cannot address every federal and state law that could affect a dental practice. Each dental practice must be aware of and comply with applicable state and federal laws. Managing Patient refers to federal and state statutes and regulations, including regulations adopted by agencies such as the U.S. Department of Health and Human Services (HHS) and the Federal Trade Commission (FTC), among others. However, the materials that follow have not been approved by HHS, the FTC, or any other federal or state agency. Dental practices vary widely, and each should address legal issues and develop and implement various compliance programs appropriate to its circumstances and in compliance with all applicable laws and regulations.

      We have made every effort to make these materials useful and informative. As a consumer of the information, however, you must understand that the law varies from jurisdiction to jurisdiction, and it sometimes changes more rapidly than these materials. For that reason, we make no representations or warranties of any kind about the completeness, accuracy, or any other quality of these materials or any updates, and expressly disclaim all warranties, including without limitation all implied warranties (including any warranty as to merchantability and fitness for a particular use).

      To the extent we have included links to any websites, we intend no endorsement of their content and imply no affiliation with the organizations that provide their content. Nor do we make any representations or warranties about the information provided on those sites, which we do not control in any way.

      © American Dental Association 2016

      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