Got Scripting? You Can’t Leave Patient Communication to Chance!
It may seem simple. Just a script… take it or leave it. Well, believe it or not, scripting is absolutely essential and vital to building your pediatric dental practice. If you aren’t using scripts today… you’re setting yourself up for unnecessary stress in all areas of your practice. Here’s what I mean…
Recently, I was talking with a pediatric dentist who just started using scripts after five years in practice. At first, it was a bit of a challenge getting her staff to master the talking points. A small price to pay considering the outcome. Once her team practiced and learned the scripting… everybody was finally on the same page. Instead of confusion and chaos, there was consistency and cooperation.
Scheduling was one of the areas where scripting had the greatest impact. Prior to using scripts, the practice had difficulty, at times, scheduling young school-age children for longer treatment in the morning. Here’s an excerpt from a scheduling script:
Scheduling Coordinator: We have an opening on Wednesday at nine and on Thursday at 10.
Parent: Do you have anything in the afternoon? I don’t want Melissa to miss kindergarten.
Scheduling Coordinator: Dr. Wilson has found that children having dental treatment have a much better experience in the morning. I know that you will want Melissa to have a pleasant appointment.
Parent: That makes sense. Let’s go with Wednesday at nine.
With scripts in place, scheduling improved. So did patient satisfaction and employee morale. All from something that initially seemed so arbitrary. Well, believe me, scripting is anything but arbitrary and will significantly reduce stress and improve communication when implemented properly.
Recently, I was talking with a pediatric dentist who just started using scripts after five years in practice. At first, it was a bit of a challenge getting her staff to master the talking points. A small price to pay considering the outcome. Once her team practiced and learned the scripting… everybody was finally on the same page. Instead of confusion and chaos, there was consistency and cooperation.
Scheduling was one of the areas where scripting had the greatest impact. Prior to using scripts, the practice had difficulty, at times, scheduling young school-age children for longer treatment in the morning. Here’s an excerpt from a scheduling script:
Scheduling Coordinator: We have an opening on Wednesday at nine and on Thursday at 10.
Parent: Do you have anything in the afternoon? I don’t want Melissa to miss kindergarten.
Scheduling Coordinator: Dr. Wilson has found that children having dental treatment have a much better experience in the morning. I know that you will want Melissa to have a pleasant appointment.
Parent: That makes sense. Let’s go with Wednesday at nine.
With scripts in place, scheduling improved. So did patient satisfaction and employee morale. All from something that initially seemed so arbitrary. Well, believe me, scripting is anything but arbitrary and will significantly reduce stress and improve communication when implemented properly.
<< Home