Priya's task board.

• Ask your bookkeeper which of the small-equipment purchases belong in another account (your CPA sets the rule), and re-code them. by Thu, Oct 29
• Pull the last 12 months of supply spend from your vendor portal or QuickBooks and list the ten biggest items. by Fri, Oct 30
• Work out supplies per patient seen (supply spend divided by patients seen) so a busy month does not look like a cost problem. by Tue, Nov 3
• Get one competing quote on the top three, with the same products and sizes. by Wed, Nov 4
• Ask your current rep to match, then pick one main vendor and set a standing order. Write a minimum stock level on each bin. by Fri, Nov 6
• Name one person who places every order; everyone else asks them. by Mon, Nov 9

Say this at the huddle

Supplies ran above the usual range last month. Nothing changes about what we use with patients. Last month supplies per patient seen were $[__]. [Name] is getting quotes on our three biggest items this week, and from now on orders go through one person.

Text for the team

Quick one: supplies ran high last month. Patient care doesn't change. Starting today [Name] places all supply orders, so please send requests to them instead of ordering direct. Thanks!

• In the chair, the hygienist gives one reason to come back that belongs to this patient, then names the date. The doctor repeats it at the exam. by Thu, Oct 29
• The hygienist sets the length of the next visit on the route slip, so the front desk books the right amount of time. by Mon, Nov 2
• The front desk books it before the patient reaches the desk. Thank patients who pre-book. If a patient won't book, write the reason in their notes. by Tue, Nov 3
• Name one recall owner (see "Name one person to call overdue patients every day") for everyone who slips through. by Thu, Nov 5
• Post the pre-booked percentage every Friday where the team can see it, and count open hygiene hours in the next two weeks. by Mon, Nov 9

Say this at the huddle

Nobody leaves hygiene without their next visit booked, or a reason written down. Hygienists, give them a reason to come back and say the date in the chair. Front desk, book the right amount of time before they reach you. Yesterday's number was [__] percent.

Text for the team

New habit starting tomorrow: every hygiene patient leaves with their next visit booked, or we write down why. Hygienists, give one reason to come back and say the date in the chair. Front desk, book it before they reach you. [Name] calls overdue patients each morning. I'll post our number every Friday.

In the hygiene chair

I'd like to see you again the week of [date] to keep everything on track. [Front desk name] will find you a time that works: mornings or afternoons?

Send this from the patient-texting system you already use, such as Weave or your practice software. Practice CEO does not send patient messages and never asks for patient names or contact details.

• Add a "How did you hear about us?" field to the new-patient record with a short pick-list: patient referral, Google or search, insurance list, ad, walked by, other. Add a line for the name of the patient who referred them. by Thu, Oct 29
• Ask it early on the phone, right after the greeting and the caller's name. Ask again at the desk only if the call missed it. Write the answer in the patient's own words in the notes. by Mon, Nov 2
• When a patient names another patient, send a thank-you note that week. Keep it a note: before giving anything of value for a referral, ask your attorney or the CDA. by Tue, Nov 3
• Every Friday, tally new patients by source on one sheet. The count with no source written down matters most: aim for near zero. by Thu, Nov 5
• After four weeks, put the tally next to what each channel cost. by Mon, Nov 9

Say this at the huddle

Every new patient gets one question: how did you hear about us? Ask it early on the phone and write the answer down. If someone names a patient who sent them, tell me that day so we can thank them. In four weeks we'll have a first read on which of our marketing works.

Text for the team

Starting today: early in every new-patient call, ask "How did you hear about us?" and pick the answer in [software field]. If they name a patient who referred them, tell [Name] that day so we can send a thank-you note. [Name] tallies it every Friday. Thanks!

On the phone

Welcome! So I can take good care of you, how did you hear about us?

Send this from the patient-texting system you already use, such as Weave or your practice software. Practice CEO does not send patient messages and never asks for patient names or contact details.

• Print the unscheduled treatment report sorted by amount; ask the doctor to mark anything clinically urgent and call those first. by Thu, Oct 29
• Call the top 20 this week and write each answer on the report: booked, not now (with the reason: money, time, worry, insurance), or no answer. by Fri, Oct 30
• On voicemail, leave only your name, the practice and the number. Stop after three tries over three weeks. by Tue, Nov 3
• Each evening the hygienist or assistant lists tomorrow's patients with unscheduled treatment on the huddle sheet (initials only). by Wed, Nov 4
• Keep one or two open slots a week so a ready patient can be booked on the spot. by Fri, Nov 6
• Next month, enter how many were called and how many booked. by Mon, Nov 9

Say this at the huddle

Patients have already said yes to treatment that isn't on the schedule. [Name] is calling the top 20 this week. If one of them calls back, book them. And each evening we check tomorrow's charts so we can offer to start today.

Text for the team

[Name] is calling our top 20 unscheduled-treatment patients this week. Each evening [hygienist/assistant name] also lists tomorrow's patients with unscheduled treatment on the huddle sheet (initials only). If anyone calls back, get them booked and note it on the list. Thanks!

The call

Hi, this is [your name] from [practice]. May I speak with [first name]? [After confirming it is the patient:] The doctor recommended some treatment at your last visit and I want to make sure we save you a time. Does [day] or [day] work better?

Send this from the patient-texting system you already use, such as Weave or your practice software. Practice CEO does not send patient messages and never asks for patient names or contact details.

• Find the vendor's last three bills and compare them line by line. by Wed, Oct 28
• Call or email the vendor and ask what changed: an expired promotional rate, a new fee, a plan change. by Thu, Oct 29
• Ask for the earlier rate in writing, and ask one competitor for a quote on the same service. by Fri, Oct 30
• Put the renewal date of the new rate on the calendar. by Mon, Nov 2

• Find what the new monthly charge is for: look at the vendor name on the statement and in your email for a receipt or signup. by Wed, Oct 28
• Ask the team who signed up for it and whether anyone uses it. by Fri, Oct 30
• If nobody uses it, cancel it and keep the confirmation. If it is used, put it on the vendor list with an owner and a renewal date. by Mon, Nov 2