Just like in football, the hand off in your practice is critical. If it’s not done properly in football it will result in a fumble; if it’s not done properly in your practice, it will result in low treatment acceptance. Both can have a huge negative effect on your success.
How many times have you heard these phrases in your practice?
Mary, will get you checked out.
or
Mr. Smith, did the Doctor say you needed another appointment?
From the second the new or established patient walks through the door, our job is to give them the best care possible…….which includes helping them accept treatment. When the patient walks in, let them know that someone will be out to get them shortly. If it’s a new patient, make sure the front desk person introduces the staff member who will be taking them to the back. These steps at the start are all part of a successful hand off.
First Hand Off:
“Mr. Smith, this is Amy, she is the Doctor’s assistant and will be taking care of you. Amy, Mr Smith (some personal detail, if possible) loves fishing or “Mr. Smith is Josh Smith’s dad” or “this is not Mr. Smith’s favorite place to be, but Amy will take good care of you”. Start establishing rapport early.
Second Hand Off:
Mr. Smith this is Dr. Doe, Mr Smith is…….(personal item), also add any other details the doctor would like to know, including the reason for the appointment”. This also goes for hand offs between all of the team members.
If it is an existing patient, make sure the patients are aware you remember them, and help them remember who you are, “Mr. Smith, so nice to see you again, I am Amy we met last time you were here.”
Third Hand Off:
This hand off happens after doctor’s diagnosis and is the most critical:
Mary, Dr Doe would like to get Mr. Smith back for a crown on #13 as soon as possible. Mr. Smith, do you have any questions for me concerning your treatment?” Mary will help you set up your next appointment and go over your treatment plan with you.
Every time a patient goes from one person to another, reiterate the reason for the appointment and keep them informed as they move through the office.
By repeating the necessary treatment or treatment plan, we are reminding the patient of what has to be done. By saying the Doctor would like to get the patient in asap, we are creating a sense of immediacy of treatment; and by asking if they have any further questions we are making sure the patient understands the treatment and has no objections.
These hand offs may seem like a simple thing, but it takes practice to get them right. Try role playing with your staff until it’s a natural occurrence with each and every patient. You will be pleasantly surprised at how much your treatment acceptance increases.
