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Published by Viva Concepts, 2020-02-12 05:05:09

Microsoft Word - AHP Rec'd Canc Cklist.docx

Recovered Cancellations Study Checklist


CHECKLIST
Recovered Cancellations & Reactivation System
INSTRUCTIONS: The following is a checklist of steps to perform in learning the Department of Hygiene, its structure and functions and duties. Simply start at the top of the checklist and go through each step, in sequence until you are complete.
Keep your diagrams, essays and your Study Checklist as these are turned in at the end of the month to Viva’s Director of Client services for verification of completion and to assist in tracking the progress of your program!
1. Watch Orientation Videos
a. Video #1 _____ b. Video #2 _____
SECTION I: Purpose & Administration of Cancellations
2. Read section entitled, “Purpose & Administration of Cancellations” _____
3. Essay: Write an essay in your words that describes the “purpose of this course.” Explain how, or what activity would help bring about this purpose in the practice.
_____
4. Essay: Explain what “problem” or “situation” is being addressed by this course, and state in your own words, what is the primary reason patients cancel or do not return.
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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5. Read section entitled, The Mission Statement: The Laws of Returning _____
6. Practical Drill: Learn the “Senior Laws of Returning” word for word (verbatim). Use paper to write them over and over until you can say them from memory. Once you have them down cold, then say them to the office manager and doctor. Have them initial your checklist with date.
_____
7. Practical Drill: Go to a computer and go to the website at
www.vivaconcepts.com. Do the following:
a. Mouse-over the navigation bar where it says, “Advance Hygiene
Pgm.”
b. Click the sub-navigation tab that say, “Administrative Forms.” Type in the password: ahp (all lower case). The page will open to show all Administrative Forms used on the program.
c. Keep this page open while you do the next step on the checklist.
_____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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8. Study the section entitled, Administration: “The Key to Hygiene Growth”
_____
9. Essay: Explain the two key factors that are necessary for any department or area to grow or expand. In your essay, explain in your own words why these factors would be so important for the growth of the hygiene department.
_____
10. Practical:
Part A. On your computer, from point 7 of your checklist, Using the open page of the Administrative Forms (from Step 7 above), study the images on the pages of your book under this section. While studying the forms, open and download each of the forms that match the ones in this section.
Part B. Once you have downloaded each of the images, print them on your local printer.
_____
11. Practical:
a. Go to your appointment schedule in your dental software and look at your last 4 weeks of hygiene visits. Write down the number of cancelled or no-show appointments that occurred
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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each of the 4 weeks. What is the average number that cancel or no- show each week? Write this number down.
_____
b. Now, draw a diagram, much like the one shown in your course book on the first page. Using the average cancellations per week from your own office, draw a rough diagram using “stick figures”
to show how many cancellations occur for the one week. Underneath your “stick figures” draw three more rows to match the first row. You should now have 4 rows, which represents 4 weeks in a month. Now, simply count the number of cancelled
or no-show appointments lost for all 4 weeks.
c. Find out from the office manager what the average number of New
Patients the office receives each month.
_____
d. Now, write the number down of New Patients received each month that you came up with in (c) above and subtract the total number of cancellation and no-shows that are in the diagram you did in (b) above. This will give you the reason WHY and HOW cancellations and no shows are the area where patient loss occurs!
_____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
_____
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SECTION II: Cancellation Recovery System
12. Forms required: Go to www.vivaconcepts.com and mouse-over the navigation bar that says, “Advance Hygiene Pgm.” Click the navigation sub-tab that says, “Administrative Forms.” Find the Cancellation Grids, Forms, and Items section that looks like the image below (on next page). Download and print:
a. The 5-Step Cancellation/Recovery Dialogue
b. The Printing Instructions for iPhone Reminder Cards c. The Hygiene Appointment Cancellation Dialogue
_____
13. Read section entitled, “The Cancellation Recovery System”
_____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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14. Drill:
Part A: Write down the 5 steps to handle cancellations. Go over the steps, over and over, until you know them by memory (not word for word: in your own words). Do this until you can easily say them to another person.
Part B: When you have learned the steps, say them to another staff member and have them initial your checklist.
_____
15. Read section entitled, “Dialogue for Cancellation Recovery”
_____
16. Exercise:
Instructions: In doing this exercise it is not required to learn the dialogue “word for word.” The dialogue used when doing a phone call or a text message is learned so they are in your own words.
In other words, “How would you say it?”
Note: The important part of the dialogue, for each of the 5 steps, is repetition of the mission statement—always mention your “Wellness Program...and the purpose to assist them to remain healthy and eliminate future dentistry.”
a. In your own words, write down what you would say on Step 1. Use the dialogue in the book as a guideline to formulate what YOU would say. _____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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b. Write down what you would say in Step #2, when texting a patient that has cancelled.
_____
c. In your own words, write down what you would say on Step 3. Use the dialogue in the book as a guideline to formulate what YOU would say.
_____
d. In your own words, write down what you would text on Step 4. Use the dialogue in the book as a guideline to formulate what YOU would say.
_____
17. Read section entitled, “STEP 5: Content of the Letter from Hygienist” _____
18. Practical: In this practical, the letter that is sent to the patient in Step 5, is printed and addressed to patient. Use the content of the letter contained in “The 5-Step Cancellation/Recovery Dialogue” that you printed above on your checklist (#4 a.) above.
a. On a computer, open the document that contains the text of the letter sent to patients on Step 5. (The letter is in the document you downloaded from #4 of your checklist).
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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b. Modify the letter as needed to make it “yours,” so you like it. Keep in mind to always keep your mission statement of Wellness and eliminating their future dentistry for a lifetime, as part of your letter.
c. Print the letter on the office stationery so it is positioned correctly and looks professional and have the hygienist sign it.
d. Use a plain white envelope and hand-write the address of the patient and the return address of the office in the upper left corner.
e. For Hygiene Retention Coordinator ONLY: Set up a supply of envelopes and office stationery so these are readily available in your working area.
_____
SECTION III: Measuring & Controlling Patient Loss
19. Read section entitled, “Measuring and Controlling Patient Loss” _____
20. Essay: Write an essay on the average cancellation rate within the dental industry, giving the percent average that occurs every day. In your essay, write down how many cancellations does the hygienist have each day (give an average).
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Use the average number of cancellations per day and multiply this time the number of days the hygienist works in a month.
For example, if the hygienist works 4 days per week, there are 4.3 weeks in a month, so she averages about 17 days of hygiene per month).
_____ 21. Read the section entitled, “The Recovery Statistic” and “Tracking Your
Results”
_____
22. Essay: Write an essay explaining the responsibilities of the Cancellation Recovery Grid, why it must be a team activity and what the acceptable recovery % should be for cancelled appointments.
_____
23. Practical:
a) Download the Cancellation Tracking Grid if not already done. It is available on the website as a paper document or an excel document.
b) Go to the dental software in your office with your tracking grid and fill in the names of cancelled appointments for the last 2 working weeks.
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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c) Go through each of the 5 steps as listed on the grid. Do Step 1, 2, 3, 4 and 5 of the Cancellation Steps. To do each step of this practical, tell another staff member you will be doing the drill with them. Then do the call, then the text message, then the 2nd call, the 2nd text message and the final letter. Use the dialogue from the exercise completed in #16 of this checklist. At each step of the procedure, use the tracking grid you printed and fill it out as you do each step. Do this for 5 cancelled appointments. When you have done all the above, the practical drill is complete.
_____
24. Excercise: Use the following information to do this exercise: A Cancellation Tracking Grid is kept for an entire month. Each week, Alice (the hygiene coordinator) achieved the following recovered cancellations:
1st week of Feb: 9 Cancellations: 3 Recovered 2nd week of Feb: 8 Cancellations: 5 Recovered 3rd week of Feb: 6 Cancellations: 3 Recovered 4th week of Feb: 10 Cancellations: 4 Recovered
From the above information from Alice’s Cancellation Grid,
a) What is the % Recovered Cancellations for week 1, 2, 3 & 4? b) What is the % Recovered Cancellations for the entire month?
_____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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25. Essay: Explain the importance of what it means to the practice and the patients in recovering cancelled hygiene appointments?
____
26. Read section entitled, “Filing the Daily, Weekly & Monthly Reports” _____
27. Practical exercise: (for Hygiene Coordinator only) Obtain 12 folders similar to the ones shown on the page read in #26 above. Once you have obtained the folders, place tabs for months January to December to set up your filing system. Place your completed files in a filing cabinet designated for your use. Note: If there is not yet a Hygiene Coordinator in the office, the Office Manager or Hygienist performs this exercise.
_____
28. Alternate Practical Exercise to #27 above: Note: Consult your
computer person for assistance if you decide to use digital files. This requires technical information on computers. Otherwise, skip this exercise completely, and just do #27 above.
The daily, weekly and monthly reports of both the Cancellation
Recovery Grid and the daily, weekly and monthly reports may be
set up digitally on the computer(s). Both the Recovery Grid is
available as an excel digital file and can be filled out daily on the
computer by hygienist and hygiene coordinators. At the end of
the month, all excel grids for the weeks of the month, are placed
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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into a digital folder, labeled “Jan 20___,” then “Feb 20___,” and so on through Dec. If the office decides to set up digital reports, then do the following drill:
a) Download the excel document from the Viva website. The excel sheet for the Recovered Cancellations Grid is under the navigation tab called, “Advance Hygiene Pgm” and when you mouse-over this tab, a sub-navigation tab called, Administrative Forms is where the excel format can be downloaded. Download the excel file.
_____
b) Create a new folder on the desktop of an office computer and call it “Recovered Cancellations.” Then, place the excel document of the Recovered Cancellation Grid into the folder.
_____
c) Drag the folder into a “share drive” that is on your computer
network. This allows anyone to view or edit the excel document
in a digital format. If you do not know how to locate a “share
drive” or do not know what a share drive is, then consult your
computer person, called I/T person (which stands for “Information
Technology” : a person who deals with computers, servers,
communication emails, etc.. Note: A “Share Drive” is a cloud-
based storage system that allows many users to access the same
documents so they can “share them.” Examples are Google Drive
for Gmail account users or OneDrive for all Microsoft users, who
use word, excel and PowerPoint type documents. _____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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d) You now have a folder in a share drive called “Recovered Cancellations.” This one folder houses all your administration for Recovered Cancellation tracking. This folder will contain:
i. Daily Recovered Cancellation Grids, used by the Hygiene Coordinator and Hygienist for reporting. The office manager and doctor use it for reviewing statistics and progress.
ii. Folders for each month of the year, Jan, Feb, Mar, through Dec. At the end of each month, all daily and weekly reports are placed into the appropriate month.
29. Read section entitled, “How to Reduce Cancellations”
_____
_____
30. Essay: Write an essay describing in your own words what is the difference between the “Normal Way” and the “Better Way” when making a future hygiene appointment? _____
31. Practical:
Part A. Download a copy of the laminated iPhone Card from the Viva website and a copy of the Hygiene Appointment Cancellation Dialogue. The laminated iPhone card will be paper but just cut one out and tape the front and backside of Side 1 and Side 2.
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Part B. Study the dialogue until you can formulate your own. Then, with a staff member, set a hygiene appointment using the laminated card and your dialogue. When you’re ready, then record your final one with your phone. Send your audio file along with your essays and checklist as instructed below.
FINAL INSTRUCTIONS
Make a copy of your checklist and make sure, before you copy it, that all the lines have your initials and, where required, the initials of your doctor, office manager or other staff member.
Make copies or a photo (with your iPhone or android).
Send the copy of your checklist and all essays and diagrams to:
[email protected]
Upon receipt and verification of your checklist and essays, diagrams, etc. you will receive Certification of the Course Completion in the mail...it can be framed and put in your office area that is approved by your doctor/owner!
Congratulations on Completion!
I attest all steps of the checklist have been read and all exercises completed.
___________________________________________ __________________ Student Signature Date
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Good Luck!
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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