Patient Experience Flow
Patient Contacts the Office for an Appointment
Request Via Website Form or Google Message
Request Via all other contact methods (phone, email, text, Website chat, Walk-In
Complex Request
Simple Request
Contact Patient through preferred contact method
Check Profile Up to Date
Address/Insurance Changes?
Yes
Scan copy of card. Update profile information
No
Reception Explains Consult Appointment Expectations. (Free consultation including diagnostic xrays, provision of treatment plan) Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
After Booking
Is Patient Signed up for Automated Remainders?
Yes
Day of booking: Save the Date
2 weeks: Email/Text Reminder
1 week: Courtesy Call
Day Before: Email/ext Reminder
No
1 Week: Courtesy Call
Reception explains spec appointment expectations (Xrays, exam, and diagnosis guaranteed. We do our best to treat the issue given the time available, but cannot guarantee same-day treatment)
Reception confirms date, time, and provider. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Book Appointment Accordingly
Reception asks if Patient has had cleaning/exam within past year
Yes
Were X-rays Taken?
Yes
Ask patient to sign records release request
No
No
Confirm billing is correct and mark patient billed
Walk patient to front, tell front desk about any DDs appointments to book or referrals to send
Reception to:
- Check how the visit went. Address any complaints. - Remove from review list if necessary
- Summarize appointment and next steps with patient, including referrals, next visits, and follow ups
- Book any next visits as specified by provider or requested by patient
- Mark patient as checked out
- Make any adjustments to billing (provider of service, seniors/friends and family discount)
- Send EDI to insurance
- Collect payment from patient
- Give patient receipt and confirmation of upcoming appointments.
Patient Leaves the Office
Reception To:
- Send any referrals requested by provider
- Mark pre determinations to be sent
- Create notes about any specific requests (ie insurance or billing follow up)
- Scan forms to patient file, including signed Med Hx
- Update Medical and Clinical Flags, and Flag Patient as Curve Updated
Patient Arrives at Front Desk
Reception to:
- Check how the visit went. Address any complaints. - Remove from review list if necessary
- Summarize appointment and next steps with patient, including referrals, next visits, and follow ups
- Book any next visits as specified by provider or requested by patient
- Mark patient as checked out
- Make any adjustments to billing (provider of service, seniors/friends and family discount)
- Send EDI to insurance
- Collect payment from patient
- Give patient receipt and confirmation of upcoming appointments.
Patient Leaves the Office
Reception To:
- Send any referrals requested by provider
- Mark pre determinations to be sent
- Create notes about any specific requests (ie insurance or billing follow up)
- Scan forms to patient file, including signed Med Hx
- Update Medical and Clinical Flags, and Flag Patient as Curve Updated
Reception Explains Consult Appointment Expectations. (Free consultation including diagnostic xrays, provision of treatment plan) Appointment Time, Date, and Provider are Confirmed with the Patient. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Update Reminder Preferences
Reception to ask about short notice list + automatic reminders
Yes
Add Short Notice Flag/Update Automatic Reminder Settings
No
Update Assignment
Does patient want to go on assignment?
Yes
Reception Provides AoB form for completion
No
Reception Marks Patient as Arrived
Provider
Bring Patient into Room
Mark Patient as Seated
Confirm medial history with patient + any dental concerns
Scaling/Recare
Perform recare exam and chart conditions
Take radiographs or review previous if any received , complete charting
Perform perio exam and diagnose perio if needed
Perform scaling/polishing
Create recare schedule based on perio diagnosis
Discuss any recommended treatment/referrals
Spec
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Complete any work if possible
Consult
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Dental Treatment
Obtain any required consent
Perform treatment as planned
Reception confirms date, time, and provider. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Hand Patient Forms for Completion
Once Patient Completes forms, check if done correctly
Return medical history for patient to bring into operatory
Reception Marks Patient as Arrived
Have patient take a seat in the waiting room.
DO NOT tell patient provider knows they are here (I'll let them know you're here)
Hygiene/Assistant/Dentist
Introduce themselves to the patient, welcome the patient to the office
Bring the patient into the room
Mark the patient as seated
Confirm Medical History with patients + any dental concerns
What Type of Appointment?
New Patient Exam
Perform complete exam and chart conditions
Take radiographs or review previous if any received , complete charting
Perform perio exam and diagnose perio
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Hygiene to be done?
Yes
Perform scaling/polishing
Create recare schedule based on perio diagnosis
Book patient for scaling according to recare schedule
No
New Patient Spec
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Complete any work if possible
New Patient Consult
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Check if Profile Up to Date
Forms/Insurance Info
Check if New Patient Forms Complete
Do they Have an Address?
Yes
Patient Intake has Been Completed
No
Provide Intake Form for Completion
Is there a Medical History in the email?
Yes
Print Medical History from Email
No
Provide Medical History for Completion
Does the Patient Have Insurance?
Yes
Reception Scans a copy of the insurance card
Does the Patient Want to be on Assignment?
Yes
Provide Assignment Consent for Completion
No
No
After Booking
Reception sends a personalized New patient email right after booking the appointment. Email Contains:
- Personalized Welcome
- Clinic Location, Hours, and Services
- Staff Biographies
- New Patient Form and Release of Records (Curve)
- Link to Medical History Form (Through Website)
1 Week Before Appointment
Reception will call the patient for 1 week courtesy call. This call is to confirm:
-New patient forms completed
-Any relevant medical conditions
-Any additional patient info (address, insurance)
-Date and time of the appointment
-Scheduled provider
Day of Appointment
Patient Comes to Front Desk for Check In
Reception:
-Welcomes the patient to the office. (Direct them where bathrooms, kids area are, ask if they are from the area/how they found the clinic)
- Reception takes photo of patient for profile
Reception to ask about short notice list + automatic reminders
Yes
Add Short Notice Flag/Update Automatic Reminder Settings
No
Day of Appointment
Patient comes to front desk for Check-In
Does the patient have a profile photo?
Yes
No
Reception to take Profile Photo
Proceed to Book Patient Appointment
Reception asks if New or Previous Patient
New Patient
Reception Create Patient Profile with:
- Patient Name
- Date of Birth
- Phone Number
- Email Address
Reception Asks about Priority for Dental Care
Looking for New Office
New Patient Exam
Reception asks if Patient wants exam only, or exam and cleaning
Exam Only
Child
3 Units with Dentist (Or hygiene if space)
Adult
4 Units with Dentist (or Hygiene if space)
With Cleaning
Child
Add 4 Units with Hygiene
Adult
Add 5 Units with Hygiene
Pain/Spec/Emergency
New Patient Spec
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Severe Pain within 72 hours
Book ASAP with DDS
*2/3 Units minimum
Moderate Pain and/or longtime issue
Book with DDs or Hygiene
*Try to book with time for treatment
Consultation/Second Opinion
New Patient Consult
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Is Patient Interested in Implants?
How Many Implants?
Individual Teeth
Book 2-3 units with Dr Dan
Full Mouth/Complex Case/Unsure
Book with 3 units with Irhan When Dr Dan is here
Is Patient Interested in Orthodontics?
Book with Hygiene for 3 units for consultation
Previous Patient
Reception Finds Existing Patient Profile
Reception Asks reason for Appointment
Dental Cleaning
Hygiene/Recare
Reception Checks if Patient due for Hygiene/Recall
Patient is Due for Hygiene+Recare
Book next Available Appointment for 6 units
Patient is due for Hygiene Only
Book Next Available Appointment for 5 units
Patient is not Due
Book after recare Due Date
Pain/Spec/Emergency
Spec
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Severe Pain within 72 Hours
Book ASAP with DDS
*2/3 Units Minimum
Moderate Pain and/or Longtime Issue
Book with DDs or Hygiene
*Try to book with time for treatment
Quote/Additional Information
Consultation
Is this in regards to something previously discussed?
Yes
Book patient with respective provider. Indicate in appointment line previous discussion
No
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Is Patient Interested in Implants?
How Many Implants?
Individual Teeth
Book 2-3 units with Dr Dan
Full Mouth/Complex Case/Unsure
Book with 3 units with Irhan When Dr Dan is here
Is Patient Interested in Orthodontics?
Book with Hygiene 3 units for consultation
Dental/Denture treatment
Dental Appointment
Has the treatment previously been discussed?
Yes
Book Treatment According to Contact/Treatment Plan
No
Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
Reception explains spec appointment expectations (Xrays, exam, and diagnosis guaranteed. We do our best to treat the issue given the time available, but cannot guarantee same-day treatment) Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
Confirm billing is correct and mark patient billed
Walk patient to front, tell front desk about any DDs appointments to book or referrals to send
Medical History Signed?
Yes
Bring to Front Desk for Scanning
No
Bring to DDS office for signature