“Be kind, for everyone you meet is fighting a hard battle.” – Plato,(c. 427-347 BC)
We exist because our clients choose to use our services. If we meet their expectations we’re ordinary. All dentists are presumed to be competent. Your primary responsibility is to help us provide exceptional service that builds client loyalty. Good things happened when clients are happy.
1. They refer friends and family
2. They stay healthy and come in for recall appointments
3. They accept treatment recommendations
4. They pay us when billed
Most dental practices spend 95% of their marketing efforts trying to generate new clients and only 5% on maintaining established clients. As a result, the average practice loses at least 15% of its clients, annually. In the average practice 52% of their patients are very satisfied – and that means that the other 48% may end up in any practice – including ours!
A. Zone of defection
B. Indifferent : grazers
C. Zone of affection; apostles
A. Zone of Defection
1. Switch offices or drop out easily
2. Health conscious
4. All dentists presumed competent
5. Quality of service judged by externals; friendliness, cleanliness, etc.
B. Indifferent grazers
1. We meet their expectations
2. No big problems
Change Clients to Apostles
High quality service — Confidence in treatment — increase trust — decrease stress — increase compliance (homecare, recare appointments) — increase satisfaction
Perceived incident of poor service — if handled poorly — loss of client (spreads bad experience to 10 others)
Perceived incident of poor service — if handled well — increase trust — decrease stress — increase compliance (homecare, recare appointments) — increase satisfaction
C. Apostles (clients for life who refer others)
Every interaction we have with a client occurs at 2 levels:
1. Business (what is expected)- painless, thorough
2. Human (More interesting, creates enthusiasm)- friendly staff, on time, cleanliness
If the clients don’t get the service they expect – they leave!
If the clients get the services they paid for, well that’s good, but expected.
If the client receives a positive personal experience and a good service they will be overjoyed – and tell others.
Think of places that you have been where people have provided services for you. Some people serve others easily and graciously. They seem to anticipate your needs. You don’t know them, but you quickly like them and you sense that they like you and enjoy serving you. Each time you provide top-notch service to one of our clients, you ensure our future success. Your task in this section is to examine how you will serve our clients here. It’s important as a professional that you think through what you do. Don’t just let it happen. Get control of your career. Begin this continuous process by consciously molding yourself into the kind of person that our clients like and trust.
Have a good sense of humor
Know common sense etiquette and use it
Compliment easily and often
Be self confident
Talk to clients about themselves
Laugh at yourself
Be patient and empathic
Know how to put people at ease
Find some trait to truly like in every client
Along these same lines, have you ever noticed how some people are just “positive.” When you’re around them you just feel better? As you work to become the best you can be try to make these personality traits second nature in you.
Part of “Winning Friends” is to do everything possible to serve your client. The average business loses 20% of its clients every year. As you know, we generate almost 800 new clients every year, so it would be easy for us to not worry about losing clients. After all, we’ll just replace them with new ones. This approach has several problems.
a. Every client generates on average, about $150 for us annually. 500 lost clients equals $75,000 (and that’s a low estimate).
b. It takes a lot of time and energy to process a new client into the practice. Phone calls, forms, exams, discussions, etc.
c. It costs us money to generate new clients Website, brochures, etc.
d. The fewer clients we lose, the easier it is for us to grow.
I hope I’ve convinced you that it is more humane and cost effective to retain our clients than to generate new ones.
Clients go where they are made to feel special. We can create that “special” feeling by developing relationships, not fixing teeth. Use the following ideas to help make friends for us:
1. Hygienists and assistants: keep a spray bottle of eye glass cleaner in the operatory. Before the client leaves, clean their glasses and return them.
2. Assistants: if client will be leaving town and has a temporary crown, give client a small tube of denture adhesive “just in case.”
3. Watch the papers; listen to clients. Are there events in our clients’ lives we could remember with a card?
4. Secretaries: arrange for coffee and hot chocolate on cold days or ice water and lemonade on hot days.
5. A Lou Harris’ poll showed why clients leave a practice.
a. Didn’t spend enough time 51%
b. Wasn’t friendly 42%
c. Didn’t answer questions completely 40%
d. Treatment didn’t work 38%
e. Wasn’t knowledgeable and competent 37%
f. Didn’t explain problems simply 30%
g. Wasn’t up to date 29%
h. Didn’t treat you with respect 27%
i. Wasn’t always available when needed 27%
j. Fees weren’t reasonable 25%
k. Influenced by a friend 5%
l. Moved away 3%
m. Died 1%
6. Defusing the angry client
a. Allow yourself (and our practice) to be wrong. “The man who makes no mistakes does not usually make anything.” Edward Phillips “It is not who is right, but what is right, that is important” Thomas Huxley
b. Allow the client to release the anger without interruption
c. Listen closely- take notes on your complaint form
1. Don’t just pretend to listen while your thinking about something else.
2. Don’t selectively listen- focusing on what you agree with and blanking out on the rest.
3. Put yourself in this person’s shoes- How would you feel?
d. Keep good eye contact, nod understanding
7. Call anyone over 70 by their last name Mr., Mrs. _______. These people grew up in more formal times and may be irritated by your using their first name.
Use people’s names. Nothing sounds better to someone than his or her name. Always greet and say goodbye to someone by name. Smile.
This brings up a problem. How do you remember client’s names when you’re not in the office?
First, when they say their name, make sure you understand them and can pronounce it. Say their name out loud once or twice early in the conversation while looking at the client. Remember, half the battle is consciously trying to remember. Say the name again when you say goodbye.
8. Never tell your doctor “The patient is seated.” We’ll know you’re improving your people skills when you say “Mrs. Jones is seated”. Don’t use full names to maintain privacy.
9. If you have a free moment, help a new client by filling out forms for them while you privately ask them the questions.
10. Most people like to be touched. Some don’t. Your first contact should be on the client’s shoulder non threatening, comforting.
11. Always involve a client in your conversations. Never talk “over their heads” at the chair or anywhere else. If you start a side conversation, fill them in on the background so they can appreciate the story.
12. Don’t ask your client what s/he “thinks” about a technical subject. Ask how they “feel” about it. This is less challenging and doesn’t require them to be judged on their technical knowledge only their emotional feelings are expressed.
13. Talk about yourself in the active tense “I am” not a passive “We could have. . .”
14. Accept your client warmly. Don’t judge them. Don’t try to change all their attitudes at one time. Don’t be a know it all. Accepting your client’s opinions is the single most important thing you can do. Your task is to learn enough about who our client is so you can create win-win situations.
15. Don’t talk to another staff member and ignore a client. Fill them in on what you’re talking about. Help them enter into the conversation.
16. The clients can hear and see everything that goes on in the office.
17. Never gossip about anything to anybody. It always comes back to haunt you.
18. Always tell your client what you’re going to do before you do it and get their permission.
19. If you are involved in a treatment discussion with a client, avoid explaining! The easiest way to accomplish this is to ask questions. This will keep you focused on what your client is saying not what you want to say next. Try to find ways to change what you are doing to accommodate the needs of the client.
20. Keep your relationship with your clients informal. Use their names (first name if you have permission) often. Find common interests outside of dentistry. Spend a minute or two discussing them. Write these interests into the remarks section of the yellow treatment sheet so others can enjoy these interests with the clients also.
21. Compliment the dentistry a client receives in our office. When crown is placed and the doctor leaves, the assistant should let the client know how excellent that crown is. The secretary should do the same before the client leaves.
22. Is the reception room too cold? Is a client too cold while in the dental chair? Don’t change the room temperature. Some people just get cold easily. Notice this and offer your client a blanket.
23. Make a scrapbook with pictures and descriptions of all of us in the office that could be placed in the reception room. This could include personal biographies, staff events, whatever would be fun to share.
24. Set up a bulletin board for newspaper pictures and articles about our clients. Read the local newspapers over lunch/supper at the office to know who is doing what.
25. Write down ideas to give to the dentist for the newsletter.
26. Send your own handwritten notes to clients when appropriate. Thank them for courtesies. Express your feelings for an article in a paper that related to a conversation you had with them.
27. Most of us use a five-step test to judge a service. How do we measure up?
b. Courtesy, knowledge of procedures
c. Empathy (a very important word)
e. Appearance of us and the building
28. Always escort a client to the receptionist when treatment is completed. Help clients fill out their health questionnaires if they are having problems. Please take them to a private office for confidentiality.
29. Never talk “over” a client like they aren’t there. Always involve them in the conversation. Always compliment a client that has finished major treatment. Now, try this exercise. Write down a description of the ideal client in our practice. Be sure to include appointments, finances, general personality, quality of dentistry desired, ability to communicate, referrals, etc. Okay, now that you have profiled this wonderful person, how many of them do you think there are like this in the practice? Estimate the percent. Next, what can we do to increase the number of these people who will become part of our practic?
30. Write down positive comments about clients in the remarks section of the folders. Favorite sport, name of dog, likes cars, likes to tell jokes these are all keys to improving a relationship.
31. Don’t appear rushed. Give each person “quality time.” Talk to them about their interests. Listen.
32. Be prompt. Even when we are running behind schedule, a client can be seated on time. Even if two people are waiting at the front desk, a third person can be acknowledged in a friendly way.
33. If there’s a possibility the client will experience pain warn him/her. Avoid the words “hurt” and “pain.” Never say it won’t bother unless you’re sure it won’t. Tell the clients we’ll stop anytime they want us to.
34. Don’t give advice unless it’s requested. Even if requested, don’t be too forceful. If they don’t follow your advice and lose, don’t say, “I told you so.” If they do follow your advice and it works out, don’t expect much gratitude. The best choice is to ask questions, gain information, help clarify attitudes, and let the client figure it out. One good technique is to summarize by listing all the good and bad points and then analyzing each point carefully. Ideally, the clients should feel they made the decisions.
35. Here are some ideas. Can you add to them?
a. The team creates an environment that reflects our values.
b. Listen to what clients want. Provide them the services that meet their goals that are consistent with HealthPark’s values and explain why we can’t help when they ask us to do something that’s not in their best interest.
c. Clients aren’t dependent on us; we are dependent on them.
d. Clients can’t interrupt our work they are our work.
e. Clients are part of us, not outsiders.
f. Clients are people not walking tooth holders.
36. What do you say to a pregnant patient? First, make sure they are pregnant. I really did ask an overweight lady (early in my career) when she was due and she wasn’t!
37. Please don’t:
a. Discuss problems you had during your pregnancy
b. Say how tired, physically or emotionally she must be
c. Ask about personal matters: how much she weighs, etc.
d. Treat her like a crippled person
e. Share scary stories about birth defects, etc.
f. Give her advice on diet, exercise, classes, etc.
g. Touch her belly unless invited
38. Please do:
a. Compliment her appearance
b. Tell her about other good birth experiences
c. Talk about the fun of being a parent
d. Be sensitive to her emotions
e. Treat her as a person, not as a pregnant thing
39. Exceed expectations. Find out what your client expects; and then give them a little extra.
40. Encourage clients to tell you when we didn’t meet their expectations.
41. Never appear rushed when treating a client.
43. When a new client arrives, stand and introduce yourself.
44. When shaking hands, give a full, firm handshake for both men and women.
45. Hold the door open for clients.
46. Don’t eat, drink, or chew gum in front of clients.
47. Always say goodbye to the client.
48. Focus your conversation on the client, not you.
Philosophy of Treating the Poor
1. The real needs are
a. Insight into the role their dental health plays in their lifestyle
b.They can get healthy and stay that way.
2. Best to work with whole families or at least the mother.
3. Develop the person’s sense of responsibility for their health.
4. Don’t give advice unless it’s asked for.
5. Don’t believe they want to be like those with more money. They admire or envy them, but they probably don’t know how to achieve these gains.
6. Accept their beliefs as valid for them. Don’t try to change their opinions unless you are asked.
7. Go slow. Be respectful of their opinions and points of view. Don’t try to solve their problems. This gives you your best chance of gaining their confidence. Then, and only then, do you have the chance to change their behavior.
8. When you ignore their values and substitute your own, they will resist you. When they fail it’s your fault and they will slip back into their old, comfortable, destructive habits.
9. Allow them to develop the self-respect that comes with achieving a healthy mouth.
Helping the Disabled
In 1991 there were 43 million disabled people in the USA. Physical disabilities include hearing, vision, speech, and mobility. Here are some tips to be effective in working with the disabled:
1. Speak directly to the disabled person not to a companion
2. Don’t worry about using terms like “see you later” to a vision impaired person. They use these terms also.
3. Don’t stand too close to a wheel chair bound client and hold a conversation, either move back or sit down.
4. When walking with a vision impaired person, offer your arm and walk slightly in front. Don’t take an arm and try to steer. When you approach an obstacle, describe it. When offering a chair, place the person’s hand on the back of the chair. Don’t pet a guide dog without permission.
5. If you enter a room, announce who you are to the vision impaired person and say “Should we shake hands?”
6. Never push a wheel chair person without first asking permission.
7. When speaking with a hearing impaired person, wave your hand or tap a shoulder to gain attention. Look directly at the person and speak clearly, slowly, and expressively
8. Let the impaired set the pace.
Avoid these Negatives
Client Fears and How to Overcome Them
A. Fear of the unknown
1. Tell clients what to expect before it happens
2. Answer all questions clearly and completely
B. Fear of being embarrassed acknowledge the problem, focus on an improved future
C. Fear caused by stories told by others
1. Ask to hear, note, reassure
2. Dentist and staff listen
D. Fear of helplessness
1. Give control
a. Hand signal to stop
2. Appointments scheduled at client’s convenience
E. Fear of expense
1. Firm flexible financial arrangements
2. Easy to read statements
F. Fear of the office environment N2O, headphones
G. Fear of poor quality care
1. Prompt phone answering
2. Convenient location, parking
3. Modern building, furnishings
4. Staff well groomed
5. Dentist and staff not rushed
6. Follow up calls after treatment
Talk with Positive Power
There’s a big difference between “I think maybe I can find a time for you next week,” and “I’ll find a time for you next week.”
Here are some tips to give the impression you are a take charge, in control person.
1. Avoid “I’ll try…” This implies you may fail. Say, “I will…”
2. Avoid “I have to…” Use “I’ll be glad to…”
3. Avoid “problems”, have “opportunities.”
4. Avoid “I’m not good at..” Try “I’m getting better at..”
5. If you’re given a compliment, accept it, don’t downgrade, deny, or apologize.
6. If someone succeeds don’t call them “lucky”, compliment their skill and effort.
7. Avoid “I failed” Try “I learned”
8. Avoid “I can’t do anything about it.” Try “It’s my responsibility to find a solution.”
9. Avoid “but” use “and”
10. Avoid “I disagree” try “That’s an interesting idea, I’d like to give a few more.”
11. Avoid “We should.” Try “We will.”
12. Avoid “Do you have any questions?” Try “What questions do you have?”
13. Avoid “Well” and “To be perfectly honest”
14. Do use “Please” and “Thank you”
15. If you make a mistake “I’m sorry. It’s my fault.” no excuses
16. Recognize when someone does something well and compliment them.
Staying out of Trouble with Clients
The people skills you learn in these General levels may at times seem like a waste of time compared to all the secretarial skills you’ll be immediately applying.
Let me tell you a story that occurred at HealthPark.
A level 6 secretary was dealing over the phone with the mother of a patient that needed to be seen- no pain, but needed to be in within 1-2 weeks. The secretary explained that there were no after school times available. As the secretary kept repeating that (using variations of the same explanation) the mother became irate and began cussing at the secretary. The secretary hung up on this abusive mom. While this was going on, the secretary team leader walked by, recognized the situation and offered no help. Later they talked together marveling at how crass the mom was.
Your first thought may be “way to go secretary!” No one is paid enough to suffer this kind of verbal abuse. However you would be dead wrong. Fortunately, when the mom called back, the secretary referred her to Jill. Although mom pulled her daughter out of HealthPark, Jill, by using good verbal skills, kept the mom (who was also leaving the practice, she had been a client for well over 20 years).
You will learn specific skills (transactional Analysis, Parent Effectiveness Training among others) that, if used correctly will always avoid these horrid confrontations. The problem was that our two level 6 secretaries learned these skills, passed through their levels, but got off track because they were taking things personally instead of professionally. Please take the General levels seriously enough to apply them at all times. One of the characteristics that has set HealthPark apart from other practices is how important our clients are to us – not as a source of income, but because they are human beings that have consciously chosen us to help them. Even though you are only beginning level 2 , it’s time for your first great lesson in people skills. Even though our level 6 secretaries had much training, it was easy to slip out of their professional career and take it personally. You think it will never happen to you? You’re wrong! These secretaries were very well trained, well liked and respected by all the dentists. All these situations occur unexpectedly and, usually, when you are busy or distracted. I am giving you this true example not to judge these secretaries. I can tell you it will happen to you, just like it’s happened to me.
Now for your first people skill: Anytime you are communicating with a client and the client wants you to do something which you feel is impossible , do not
1. Explain why it’s not possible.
2. Judge the client as “stupid , unreasonable, belligerent, etc.”
3. Raise your voice
4. Repeat office policy ( over and over?)
5. Become irritated ( or worse)
For most new level 2’s reading this, I imagine you believe I’ve covered the list of all possible responses. No I haven’t. I have covered all the possibilities when you are taking this phone call personally, since you may be thinking, “I would never call my doctor and ask for this!”, but a career professional would always remember the first HealthPark lesson on people skills which is:
The responsibility of everyone in this practice (including all dentists as well as staff) is to facilitate the client to have what they want.
Most people reading our first skills lesson would say ” That’s impossible.” In fact, by the time you finished reading the lesson, you had probably thought of 1 or 2 situations that would never work. How about “The client want a 2:00 a.m. appointment for a cleaning on Sunday morning.”
By the time you finish this section, you’ll be able to solve this problem- to the satisfaction of the client. Here’s how:
Begin by saying ” Wow we’re not usually open then. Would you fill me in on why you need this time. Please go slow I want to make some notes. I’m ______ and my job is to do my best to help you meet your needs. This is a tough request that I don’t know how to solve, but I’d like our administrator to look into it.
If anyone can solve this for you, she can. “Next fill out a complaint form- by using our first lesson you’ve avoided an angry confrontation.
Your next thought is probably ” Sure; however, I’ve put our administrator in an impossible situation. Well, our administrator may not be able to accommodate the clients request, but look what your use of lesson #1 accomplished.
1. You avoided angering the client.
2. By getting all the information, you forced the client to think through the request. Occasionally they’ll come up with an acceptable alternative and the administrator wasn’t even needed!
3. When the administrator gets your “Complaint Form” she will talk to the client and clarify what the client wants. Again, as the client repeats the request and the circumstances, the client may come up with an acceptable alternative.
4. If there is no acceptable alternative, and the problem is unreasonable, she will reaffirm to the client that this is not an easy problem to solve and she’ll need a couple of days to work on it. Then she’ll set a day, acceptable to the client even through she’s pretty sure now that we have no way to solve the problem.
5. The administrator will then take the time to talk with everyone involved with the problem. It’s amazing how many times a seemingly unsolvable problem can be solved if we approach it with positive “We can solve this” attitude.
6. When the administrator calls back on the day agreed, she has 2 responsibilities
a. Knowing exactly what the clients’ circumstances/feelings are, she crafts a compromise that, with 1 or 2 adjustments, works for the client or
b. She can’t meet the client’s needs. She’ll tell the client this. She’ll apologize for disappointing the client and explain the various ways she tried and why each alternative didn’t work. She’ll show her frustration and professional embarrassment at being unable to deliver on the client’s request. She will then review the 1 or 2 best alternatives to see if either would now be acceptable.
Surprisingly, almost 100% of the time, one of these alternatives will be acceptable, because
1. The client recognizes the complaint was taken seriously.
2. The administrator spent a couple days (even though often she got the information from the docs/staff in 1-2 hours).
3. She showed professional caring and concern.
4. She offered plausible alternatives.
If the client grudgingly accepts an alternative, the administrator will acknowledge that she appreciates that the client has accepted a solution that still inconveniences the client and the administrator recognizes how “nice” the client is being and that she will review this situation and the clients generous acceptance of an alternative with the dentist, who always wants to know when a client is disappointed.
In the few cases that get this far, the dentist will write a note to the client acknowledging the situation and thanking the client for accepting a somewhat inconvenient compromise. Finally, if the client is still upset or it really was our fault, Dr. will often send a rose, some golf balls or something similar that we believe the client will value.
Whew! That was a lot of time and work. Wouldn’t it have been simpler to do what our secretary did and hang up on the client? No for two reasons
1. What is the client worth to us economically over 20 years?
a. 20 years of 6 month recall cleanings for she and her daughter(more if there are other family members). $100 (cleanings/x-rays) X 4 (2 people twice/year) X 20 years = $8,000
b. orthodontics for daughter $3,000
c. $8,000+ $3,000= $11,000+ fillings, 5 year review exams, other specialist appointments, etc.
2. Believe it or not- and the longer you are in our practice and don’t forget your first lesson- the more you will come to believe it- We exist on this planet to help one another. We will never know the burdens that others who aren’t nice to us at any given moment may be carrying in their own lives. We have been given, by them, the opportunity to ease their burden a little.
When you take a conversation personally, you add to our client’s burden. A skilled professional will lighten this burden, at least a little. In fact, the heavier the burden, the more the client will appreciate your effort- and that’s why we exist. Now, become familiar with the complaint form on the next page. Use it as often as you can and focus your energies here on making every client’s life a little better.
by Charles C. Smith
Thanking patient for referring
It’s important to thank patients for referring their friends/neighbors to us. Look at the yellow treatment sheet in the Remarks box for names of referred patients and the total number of referred patients to the side. When you see a name – you should say to your patient “I see that you referred Tom Jones to us – thank you so much for thinking of us. We really appreciate referrals, especially from great clients like you. If you would like, I would be happy to give you a couple business cards that will give a $30 discount to any other new clients you might like to refer.”
We use a variety of approaches to make sure we are providing our clients the highest level of services.
1. Unsolicited comments are passes along to dentists/administrator
2. Staff observations
3. Client surveys/interviews
4. Staff/dentist brainstorming/meetings
5. Focus groups
You will now work with two of these approaches, client interviews and unsolicited comments.
A. Client Survey
***Pick one client each day and take 5 minutes to get the answers to these questions:
1. How are we doing at meeting your needs?
2. What is one thing that we could do better?
3. Is there a new service you would like for us to provide?
4. What do you most value about HealthPark?
Brighten a winter day.
1. Fresh flowers in the reception room
2. Pop popcorn the smell is always inviting
3. Helium filled balloons around the office to give to the children
Secretary Team Leader Signature: _________________________________
THE LEGEND OF THE NICE PATIENT
I’m a nice patient you all know me! I’m the one who never complains no matter what happens. I’ll go in an office and I’ll sit and wait while the assistant visits with her boyfriend on the phone and never bother to look and see if I’m on her appointment schedule. Sometimes someone who came in after I did gets my appointment, but I don’t say a word in complaint when the assistant tells me “Oh, I’m sorry! We’ll surely get to you within the half hour.”
I just wait! If the coffee is cold or the magazines torn, whatever happens I try to be nice about it. It’s the same when I go to a store to buy something. I don’t throw my weight around. I try to be thoughtful of the other person. If I get an unfriendly sales clerk who becomes irritated because I want to look at other several things before I make up my mind, I’m polite as can be. I don’t believe that rudeness in return is the answer. You might say, I wasn’t raised that way. You see, I’m a nice customer too.
The other day, I went back to my dentist with my statement. There seemed to be a $5.00 discrepancy. I’m sorry, but it may have looked like I was questioning their honesty. The assistant quickly told me that their computer didn’t make mistakes. I apologized for the question and said nothing more. After all, who am I to argue with a computer?
It’s seldom that I complain. I’ve found people are just about always disagreeable to me when I do. Life is short too short for indulging in these unpleasant little scrimmages.
No I’m the nice patient. And I’ll tell you what else I am I’m THE PATIENT WHO NEVER COMES BACK! That’s my little revenge. That’s why I take whatever is handed out because I know I don’t have to come back. It’s true that this way doesn’t relieve my feeling right off as much as telling them what I think would but in the long run, it’s far more deadly revenge than blowing my top.
Starting now – talk like the professional you plan to be.
Words/Phrases NOT to use
2. (add yours here) __________________________________
Review this section with your team leader.
Team leader Date
Who are our clients? My answer might surprise you. Your client isn’t just our patients. It’s anyone who receives a service from you. Be sure you can identify all of your other clients. Fill out the list below and let’s discuss it.
PERSONAL BUSINESS PLAN
(helps us serve our external clients)
Who are our clients?
What are their needs?
What services do I provide that they value?
(receives our services)
Who are our clients?
What are their needs?
What services do I provide that they value?
Signature / Date
B. Client Complaint / Negative Comments
Type of Problem_______________
Guarantor name______________________________Date first aware of problem_______________
Client perspective of the problem:
Staff/DDS perspective of problem: (Date: _______________)
Date_______________ Call back to respond to patient
Date_______________ How problem was solved
Resolution: Satisfied – Staying in practice – Leaving practice
□ Recall dates deleted
□ Change to inactive status
□ Delete last visit date