Appointment book management

1. the clinicians who see the most patients generate the lowest profitability
2. the clinicians who see the fewest patients generate the highest profitability
3. the Pankey “corridor of profitability” proposes that the clinicians who deliver 24-27 hours per week are the most profitable – more hours than 27 and profits decline
4. the mantra “fill the book” leads to the lowest profits
5. if there is a gap in the book – contrary to belief – we are not all going to die
6. if a clinician has their head around a day of complex treatment – one 15-minute “pain appointment” or “emergency” is guaranteed to fry the clinicians brains, make them irritable, reduce their effectiveness and have them run late most of the day
7. see fewer people, deliver your dentistry more slowly, charge higher prices
8. triage all phone calls to the appropriate clinician’s appointment book
9. make part of the patient journey an explanation of how and why you triage treatment
10. communicate – daily huddles and well rehearsed language for the Front Desk team as to how to deral with every situation – so as to maximise profits, maintain good customer service and protect your top clinicians (so that they can do their best work)


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.