The emergency patient is a golden opportunity to create a loyal and productive ambassador for your practice.
When a patient contacts your practice with a dental emergency, they are often in pain, anxious and unsure about what will happen next. The way they are treated during that first phone call and upon arrival can shape their entire impression of the practice.
The obvious purpose of the true emergency appointment is to meet the immediate need of a patient experiencing pain or trauma by alleviating their suffering. However, from your practice's perspective, there is another purpose to the emergency appointment.
You must deliver an exceptional emergency care experience that is prompt, efficient and caring in order to earn appreciation, respect and trust.
The rewards of achieving this can help build your practice in these 3 ways:
1. Patients who value and appreciate this service are highly likely to become ongoing patients of the practice.
2. They become an opportunity to complete a comprehensive treatment plan which is highly productive by addressing not only their clinical needs but more importantly, their emotional needs and wants.
3. An exceptional experience creates ambassadors or raving fans. They will be happy to share their positive experience in the form of online reviews and recommendations as well as personal referrals to family and friends.
Front Desk Coordinator's role here is crucial. The objectives for the FDC in managing the emergency new patient are to:
• Triage the patient and gather necessary information
• Discover patient expectations, needs and wants
• Discuss how the practice can help the patient
• Discuss treatment possibilities and the costs
• Gain consent to appoint and to payment
• Answer any questions, overcome objections
• Convert the caller to an appointment
• Schedule according to protocols
• Write detailed and appropriate notes in the patient file
• Communicate with the clinical team all information and details
• Complete paperwork such as registration and medical history forms
Emergency patients may arrive feeling distressed, frustrated or fearful, but they also arrive with an immediate need and a strong reason to value the help your practice provides.
A calm, caring and well-prepared front desk coordinator can make a significant difference before the patient even enters the surgery. By listening carefully, following clear protocols and communicating effectively with the clinical team, the front desk helps turn a stressful situation into a positive patient experience.
When emergency care is handled with empathy and efficiency, the practice does more than relieve pain. It builds trust, loyalty and the potential for a lasting patient relationship.
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