Your Protocols May Need Revamping
As you know, I am a big proponent of creating and adhering to protocols. From how the phone is answered, what information is collected upon scheduling and informing patients of monies owed at time of service, to evaluating patients in order to prepare the treatment room according to our treatment protocols, there must be a plan.
The less we leave to chance, the smoother clinic days flow.
Over time it becomes necessary to update your systems and protocols in order to maintain order and continue on a successful trajectory.
A few examples that come to mind are:
- Updating your financial policies. If your patient A/R is getting out of control you must put measures in place to collect more up front (at the time of service). If you are not collecting a deductible deposit (for patients who haven’t met it), you should be. The same goes for collecting an orthotic deposit at the time of scanning or casting (no matter if the patient has insurance “coverage” or is self-pay).
- With frequency/time limitations on procedures such as nail avulsions and matrixectomies (11730 and 11750), you must have a protocol in place for both new and established patients presenting with ingrown toenails. Check out the PPA library for protocol examples.
- If you are appointing new patients more than a week out, look at your clinic scheduler and make changes in order to accommodate sooner. Many new patients will “no show” if they have to wait weeks to be seen. A healthy practice should strive for 20% or more new patients.
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