Issue 7 - May 2004

Team Tips By Susan Hoy
How to get your schedule under control

Schedules are like the best of intentions. They can — and do — easily go awry. Few people would deny that schedules are essential for the efficient running of a practice. So, why do schedules get out of kilter?

Here are a few possibilities:

• Your fear. Some chiropractors don’t stick to a schedule because they are afraid time constraints will lead to patients’ leaving.

• Fear of conflict. Many CAs have a fear of conflict and don’t want to confront delinquent patients.

• Lack of training. Another possibility is that your CA has not been trained in the proper scheduling techniques.

• Unrealistic expectations. Yet another cause of always running behind is the time allowed for each adjustment does not reflect the time you actually spend.

WHAT CAN YOU DO?
To begin solving your scheduling problems, identify what is causing the problem in your office. Convene a team meeting and discuss the possibilities.

Once you have identified the cause(s), here are some suggestions on solving the problem:

• Agree on the process. Everyone in the office must “sing from the same song sheet.” Don’t contradict the front desk scheduler in front of the patient or override a decision when the decision has been made in compliance with the plan.

Even better: Stay out of the scheduling except in planning and implementing the system. Work out problems in team meetings — never in front of patients.

• Notify your patients. When a team makes the decision to get the schedule under control, your patients need to know the change in procedures.

The first notice should come from the chiropractor. Use a script that clearly indicates that the changes are for their convenience and will help you serve them better.

For example: “Our office is taking steps to get our scheduling under control in order to serve you more efficiently and expediently. May I ask that you help us by making your next appointment before you leave and then arriving on time for your scheduled appointment? In turn, our staff will endeavor to keep waiting to a minimum. We can’t do it without your help.”

The patient will immediately know that the chiropractor is supporting the change.

When you begin telling patients, also post a notice at the front desk: “Please help us help you! Effective immediately, we are asking all patients to make advance appointments whenever possible. If you are unable to arrive on time, please let our office know as soon as possible so that we can give you the best service possible. If you are in need of an appointment immediately, contact our office to ascertain the best time to come in. We are committed to giving you the best possible care as efficiently and expediently as possible. Thank you for your co-operation.”

• Educate the patient. Give all new patients who commit to care a patient information sheet that informs them of the best way to manage their chiropractic care as well as appointments in your office. How will they know what to do if you don’t tell them?

In addition to the patient-information sheet, train your scheduler to say with confidence and firmness: “Dr. Smith has indicated that you will need to come in three times this week. Let’s get these appointments scheduled so you can get the times that are most convenient for you.”

Or, if a patient isn’t sure of his schedule: “Dr. Smith has indicated that you will need to come in on Tuesday. Let’s go ahead and get you on the schedule. I’ll give you an appointment card and if the appointment is not convenient, just give me a call. We’ll be happy to change it for you.”

• Stick by the rules. Do not be afraid to keep patients waiting if they are late for their appointment and — in a nice way — confront them with the facts. For example, your CA may state: “Mrs. Miller, we had you in our book for 2:00, if you’ll just be seated, we’ll get you in as soon as possible.”

The confrontation does not have to be angry. Mistakes — even yours — happen. Give them the opportunity to do an errand and come back.

• Schedule for walk-ins. If you take walk-in patients, consider blocking out certain times in the day for them to keep patients who have appointments from waiting unnecessarily.

• Confront problem patients. Deal with ongoing problems. One possible consequence is penalties.

• Schedule realistically. If your patients don’t respect your schedule because you don’t respect theirs, then you deserve the stress! In other words, teach your CA to schedule according to the real time you spend with patients.

The bottom line is that you teach your patients how to treat you. When your schedule is out of control, no one has a good experience in your office. Once patients know that you keep a firm schedule, they not only will be on time for appointments but they will respect you for it.

Susan Hoy is an award-winning team trainer and consultant. She can be reached at 215-674-0130; suzzhoy@aol.com; or through her Web site at www.beefitup.net.