The Key to Patient Appointing

Clients new to Silkin Management Group often experience various problems with patient scheduling. The first thing that we teach our clients at Silkin with regards to scheduling is that the receptionist must be trained to control the flow of patients/clients at all times.

When a patient or client is allowed to determine when he/she is coming in, the receptionist is relinquishing control of the book to the patient.

The result? Unacceptable numbers of cancellations/reschedules, erratic appointing, dead time in the back, open slots, etc.

Patients should be educated from the initial call to come in when the receptionist can get them in – not when it’s convenient for them to arrive. This is not done in any harsh way or in any way other than the person experiencing top notch service from the office. One would always try to fit a patient/client into an appointment slot that as closely approximates what they need and want. But, at the same time, the receptionist controls when the patient/client can best be serviced.

If you have any trouble thinking with this, realize that when a client calls any other professional office for an appointment - attorney’s office, physicians’ practice, bank manager – nearly always the receptionist will state when the client can be seen, not the other way around. Good communication by the person making the appointment will always result in the person feeling serviced while they are scheduled when the office can see them.

There is no difference in your office. The priority of seeing the doctor must be established in the mind of the patient at all times. As a consultant at Silkin Management Group I insure that all my clients all understand this and that proper job descriptions and role playing is introduced into the training of their receptionist so that this can easily be accomplished.

If you’d like to know more about this or want information about any other practice management actions, contact us at: info@silkinmanagementgroup.com or give us a call at 800-695-0257. You can also visit our website at: www.silkinmanagementgroup.com


Bill Hickey
Consultant, Silkin Management Group