Introduction

Scheduling is the most important system in a dental practice. It is the system that controls all other systems to some degree, and practice production is often directly proportional to the schedule's quality and design. Every practice has a schedule, and some have put different levels of thought and effort into creating a scheduling design.

We see practices that have well-designed schedules that are followed explicitly by the scheduling coordinators, who use excellent scripting to maintain the protocols and regulations of that schedule. At first, this may seem rigid but, when properly presented, it can exist in a high-level customer service environment with very satisfied patients. Conversely, we also see practices that have what we refer to as “chaotic scheduling.” This type of scheduling has patients who are placed everywhere, and the schedule is nothing more than a set of times and chairs where patients can be placed. Still other practices have what we refer to simply as an “open book.” This involves patients scheduling according to what they desire, whether or not that time is available. Signs that the schedule is not working include Fatigue (doctor and team) in the afternoon or at the end of the day, patients are complaining about appointment times and the practice is more than 10% below the annual production goal.