RDA-Call Log

CALL TRACKED: *

Incomming
Outgoing
Call Waiting

OUTGOING (about): *

Patient
Other

PATIENT NAME:

First

Last

CALL TYPE (outgoing) *

Appointment
Care Call
Othe

CARE CALL TYPE:

Pain
Root canal treatment started
Root canal finished
Deep filling
Multiple fillings
Surgical Extraction_Sutures

Outing Call Greeting:

"Hi, I'm XXX calling on behalf of Dr Maloney at Riverina Dental Albury" Pause "How are you today" Pause "May I speak with Patient First Name." Pause

SELECT RESPONSE (outgoing greeting)

Patient
Other person

OTHER PERSON NAME (response to outging greeting)

May I speak with [PATIENT NAME] please?

- Yes
- They are not available

Can you please get [PATIENT NAME] to call me back, Dr Maloney would like to know some feedback on how they are doing after the procedure.

- Yes, I will get him/her to call you back

Dialogue

Surgical Extraction_Sutures

Are you experiencing and pain, swelling or bleeding?

- Yes, to pain
- Yes, to swelling
- Yes, to bleeding
- No, to pain
- No, to swelling
- No, to bleeding

Select all that apply.

Are the sutures bothering you in any way?

- No
- Yes

I am sorry to hear that. What is the pain level on a scale of 1 to 10?

- One
- Two
- Three
- Four
- Five
- Six
- Seven
- Eight
- Nine
- Ten

Are you taking any pain-killers?

- Yes
- No

What is the pain level on a scale of 1 to 10, when you take the pain killers?

- One
- Two
- Three
- Four
- Five
- Six
- Seven
- Eight
- Nine
- Ten

Is the swelling on the gum or the face?

- Gum
- Face

Select all that apply.

Where on the face is the swelling?

- Over the upper jaw
- Over the lower jaw
- Under the lower jaw

Select all that apply.

Thanks [Patient/Parent Name]

I will pass this information on to Dr Maloney

Is there anything else you would like me to pass onto Dr Maloney?

- No
- Yes

Information for Dr Maloney

Incoming Call Greeting:

Greeting:

"Hi Riverina Dental Albury, XXX speaking." Pause "May I start with your name, please?"

Caller Contact Details

Caller Name

Read the name back to the caller to confirm you have recorded it correctly.

RECEPTIONIST:

"Thanks, [Caller First Name]. May I have your phone number, please?"

CALLER PHONE #: *

INCLUDE AREA CODE IF NOT A MOBILE. Read the number back to the caller to confirm you have recorded it correctly.

Purpose of Call

Receptionist:

"Are you calling on a patient-related matter?" Select below

INCOMING (about)

Patient
Other

CALL REASON:

- Patient-related matter
- Non patient-related matter

Receptionist Dialogue:

"What is the age of the patient? Select below

AGE OF PATIENT:

Incoming Call: Patient-Related

Outgoing Call: Patient-Related

Receptionist Dialogue:

"Okay, thanks. Are you the patient?" Select below

CALLER IS:

- Patient
- Not the patient

Receptionist Dialogue:

"I'm sorry, I don't recognise your name. Pause. Are you an existing patient or a new patient?" Select below.

PATIENT STATUS:

- New patient
- Existing patient

Receptionist Dialogue:

"Welcome to Riverina Dental Albury! Pause. I would like to know how you found us." Pause. If the patient does not answer, read out the options below."

" Would that be someone you know, Google our Practice Signage, or Not Sure?"

Select option below.

REFERRAL SOURCE:

- Google
- A patient
- A friend
- A family member
- Practice signage
- Not sure

Receptionist Dialogue:

"Thanks. When you registered as a patient, you provided us with an email address. Pause. So I can find you in our system, what is the email you used? ?"

PATIENT HAS EMAIL REGISTERED: *

- Yes
- No

Receptionist Dialogue:

"Thanks. I need to update the patient file with an email. Pause. What email can I use?"

PATIENT WILL USE EMAIL:

- Yes
- No

PATIENT EMAIL:

Read the email address back to the caller to confirm you have recorded it correctly.

Setting the Appointment

Receptionist Dialogue:

"Are you calling to make an appointment?" Pause. Select below:

WANTING APPOINTMENT:

- Yes
- No

Receptionist Dialogue:

"How can I assist you??" Pause. Select below:

CALLER WANTING:

Document
Information
Other reason

OTHER REASON *

Receptionist Dialogue:

"Great! Let me help you with that. Pause. Do you want a consultation only, or are you seeking treatment?" Select below

APPOINTMENT FOR:

Treatment
Consultation Only
Consultation & Treatment

Receptionist Dialogue:

"What is the purpose of the consultation? Record answer below

Receptionist Dialogue:

"Okay, Pause. What are you wanting help with?" Record answer below

SERVICE TYPE:

Receptionist Dialogue:

"Please give me a few moments while I match your needs with my list of services. Pause. So I can find an appointment slot that will give Dr Maloney enough time to meet your needs."

Receptionist Instructions

Select the best match option below

SERVICE TYPE:

Pain
Swelling
Tooth (knocked out, lost, broken or missing)
Filling (fallen out, broken, cracked, chipped or loose)
Denture
Gum problem
Loose tooth/teeth
Tooth Sensitivity
Wisdom teeth
Crooked,
Gappy teeth
Orthodontic emergency
Orthodontic adjustment
Braces adjustment
Teeth whitening
Discoloured teeth
Dental implant
All-on-4
Veneers
Bad breath
Second opinion
Other not listed

DO NOT UNCHECK (ortho adjustment/emergency):

DO NOT UNTICK THIS FIELD

Receptionist Dialogue:

"Okay, there may be a $120 fee charged for this orthodontic emergency."

TO DO: a 20-minute appointment for service types ticked above.

Receptionist Dialogue:

"Okay, there will be a $120 fee charged for this orthodontic emergency." Pause

Plus a $240 consultation fee, we will need a 40-minute appointment slot." Pause

" However, if you complete your Medical History and Dental questionnaire online, I can reduce the appointment time to 20 minutes and the consultation fee to $120.

Select below

Receptionist Dialogue:

"As an existing patient, there may be a $120 fee for your orthodontic emergency. I will need to set a 20-minute appointment. Select below

Receptionist Dialogue:

"For new patients with an orthodontic emergency there will be a consultation fee of $240, plus a treatment fee. We will need to find a 35-minute appointment slot." However, if you complete your Medical History and Dental questionnaire online, I can reduce the appointment time to 20 minutes and the consultation fee to $160." Select below

ONLINE FORMS AGREEMENT: *

Yes
No
Not applicable

AGREED CONSULTATION FEE (no online forms): *

$240

DOT UNTICK THIS BUTTON

AGREED OUT-OF-POCKET CONSULTATION FEE: *

$160

DO NOT UNITCK THIS BUTTON

AGREED FEE ORTHODONTIC: *

$120 (May be charged for orthodontic emergency)

DO NOT UNTICK THIS BUTTON

Receptionist Dialogue:

"I am sorry, but we do not Bulk Bill for consultations if you are not prepared or able to complete the Medical History and Dental Questionnaire online" Pause

The consultation fee will be $240 if you do not complete the required forms online."

AGREED FEE MEDICARE:

$120
Medicare Bulk Billing

Receptionist Dialogue:

"I am sorry, Medicare does not pay for dental services for patients 18 and over"

Receptionist Dialogue:

"I am sorry, Medicare does not pay for dental services for patients 18 and over"

Receptionist Dialogue:

"Let's set your appointment. Pause. Do you have a preference for a day of the week?" Select below

WEEK-DAY PREFERENCE:

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Any day

WEEK-DAY PREFERENCE (ORTHO):

Tuesday
Wednesday
Thursday
Friday
Any day Except Saturdays and Mondays

Receptionist Dialogue:

"I see. Pause What is the patient's name?"

Enter name below

PATIENT NAME:

Receptionist Dialogue:

Is [patient first name] an existing patient at our practice? Select below

Receptionist Dialogue:

Thanks for that. Can I get their name? Pause. Select the option below

REFERRER NAME SHARING::

- Yes
- No

REFERRER NAME:

REASON FOR CALL: *

Receptionist Input Needed:

What does the caller want? Select the response below:

Receptionist Input Needed:

Can you provide what the caller wants? Select the response below:

RECEPTIONIST HAS ANSWER:

- Yes
- No

REQUESTED DOCUMENT EMAILED:

- Yes
- No

INFORMATION GIVEN TO CALLER:

Receptionist Dialogue:

"I'm sorry, but I don't know how to answer your inquiry. Pause. Please allow me a minute while I check to see if I can find the answer."

Knowledge Base Link

ANSWER IN KNOWLEDGE BASE:

- Yes
- No

Receptionist Dialogue:

"I'm sorry, but I can't get the document you want. Pause. I will locate the document and email it to you." Pause Is there anything else I can help you with?

INFORMATION GIVEN TO CALLER:

Receptionist Dialogue:

"I am sorry, but I am unable to answer your inquiry. Pause I will contact Dr. Maloney and get the information back to you. Pause I can email or give you a call, which would you prefer?"

PROVIDE RESPONSE TO INQUIRY VIA:

- Email
- Call

Receptionist Dialogue:

"Thanks; when I locate the document you want, I will email it to you." Pause

Dialogue: Non-Patient-Related

Receptionist:

"Dr Maloney is with patients; I can message him to contact you." Pause. What is the matter about?" Record details below.

REASON FOR CALL:

Record the reason the caller gives you.

Receptionist:

"Do you have a reference number I can pass on to him?" Record the response below.

REFERENCE NUMBER:

- Yes
- No

Make a selection.

REFERENCE #:

Read the number back to the caller to confirm you have recorded it correctly.

Receptionist:

"Thanks. I have your contact details, and I will pass them on." Pause "Is there anything else I can help you with?"

Ending Call Dialogue

Receptionist:

"Nice talking to you. Pause Have a great day. Bye from me." Pause

End the Call & Submit This Form

FORM SUBMISSION:

- Form will not submit
- Form submitted

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1 Stuck knowing what to say during the conversation, or

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Fill out the Form Comment box below.

FORM COMMENTS:

Outing Call Greeting:

Dialogue

Surgical Extraction_Sutures

Thanks [Patient/Parent Name]

Incoming Call Greeting:

Greeting:

Caller Contact Details

Purpose of Call

Receptionist:

Receptionist Dialogue:

Incoming Call: Patient-Related

Outgoing Call: Patient-Related

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Setting the Appointment

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Instructions

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Input Needed:

Receptionist Input Needed:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Receptionist Dialogue:

Dialogue: Non-Patient-Related

Receptionist:

Receptionist:

Receptionist:

Ending Call Dialogue

Receptionist:

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About Riverina Dental