Standard Operating
Procedures
for All
Dentists
(5th edition)
Marsha Freeman
TABLE OF
CONTENTS
To see how the 5th edition differs from the 4th (2000) edition, those
files that are new are followed by an "N"; those that are revised or
updated, by an "R," and those with a different filename in the 5th
edition are followed by the filename in the previous edition.
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Introduction
Chapter One
STRATEGIC PLANNING
�� for Peak Performance, Service, and Profits
The
SOPs Productivity Pyramid
Level 1: Mission and Objectives
Level 2:
Teamwork
Level 3: The Service Cycle and the �Nine Moments of Truth�
Chapter Two
BUILDING YOUR OWN SOPS PRODUCTIVITY PYRAMID
Step 1: Read This Book
Step 2: Prep Questions
Step 3: Get Team
Support
Step 4: Supplies
Step 5: Choose A Strategy
Step 6: Use
Meetings and Work Sessions to Complete Each Level of the Pyramid
Step 7:
Monitor Work Progress
Step 8: Support and Appreciate Your Team�s Efforts
Step 9: Assemble and Review the Final Product
Step 10: Reward Yourself
and Your Teammates
Chapter Three (R)
CREATE YOUR OWN MANUAL
A SOP for
SOP-Building
Standard Operating Procedure for Creating Your Own SOPs Manual
Getting Started
Session One: Present the Project to the Team
Session
Two: Mission Statement and Objectives
Session Three: Teamwork
Session
Four: Analyzing Your Service Cycle�the �Nine Moments of Truth�
Session Five:
Divide and Conquer
Session Six: A SOPs Workshop
How to Write A SOP
Sample SOP Swap Label
SOPs Checklist
Session Seven: Another SOP
Workshop!
Session Eight: Assembling Your Procedures Manual
Session Nine:
Celebrate!
Section One
MISSION STATEMENT
Mission Statement
Questionnaire
Sample Mission Statement
Desired Outcome Fulfills the
Mission Statement
Section Two
PERFORMANCE AGREEMENTS
Performance
Agreements (N)
Introduction and Instruction (R)
Dentist/Owner Job
Description (N)
Office Manager Job Description (R)
General Front Office
Assistant (R)
Patient Treatment Coordinator (R)
Hygiene Treatment
Coordinator (R)
Patient Account Administrator (R)
General Back Office
Assistant (R)
Dental Assistant (R)
Registered Dental Assistant (R)
Registered Dental Hygienist (R)
OSHA and Regulatory Compliance
Coordinator (R)
Privacy Officer (N)
Task Inventory: Business Department
(N)
Task Inventory: Clinical Department (N)
Task Inventory: Hygiene
Department (N)
Task Inventory: Management (N)
Section Three
GENERAL FRONT OFFICE
Department Task
List (N; fotask.doc)
Opening and Closing the Office
Morning Huddles
Answering the Telephone
New Patient Welcome Letters
Routine Patient
Correspondence
Dealing With the Hostile Patient
Communicating with the
Special Needs Patient
Greeting and Checking In Patients (R, greetseat.doc)
Dental Benefits Eligibility Verification
Patient Dismissal (R)
Walk-Out Statements (N, entertx.doc)
Collecting the Day of Treatment (R)
Collecting and Authorizing Credit Card Payments
Managing Patient
Finances
Making Collections a Team Approach
Pre-Determinations: Patient
Notification
Operating Office Equipment
Cleaning the Reception Area
Office Supplies
Maintaining Patient Charts (R)
Monitoring Production
Goals
Chart Preparation
Patient Transfers and Records Release
X-Ray
Duplication Request
Outgoing Mail
Confirming Appointments (R)
Canceling and Rescheduling Recall Exam (N)
Appointment Scheduling:
Guidelines (R)
Verbal Skills
Abbreviations Used In Scheduling
Adjustments
Bleaching
Consultations
Crown and Bridge
Emergencies
Extractions
Full and Partial Dentures
Hygiene
New Patient / Non-Emergency (R)
Oral Sedation
Recementing Crown and
Bridge
Sealants
Specialists
X-Rays
Recall
Managing Recall
(R)
Recall System Effectiveness
Recall and Treatment Control Cards
Chart Audit
Treatment Follow-Up
Section Four
BOOKKEEPING AND DATA ENTRY
Department
Task List (N, bkkptask.doc)
Financial Arrangements
Handling Patient
Billing Questions
Data Entry:
Patient Accounts (R)
Insurance
Carriers (R)
Insurance Matrix
Posting Charges and Payments (R)
Processing Refunds
Non-Sufficient Funds Notice
Referring Accounts to
Collection
Pre-Determinations
Day-End Procedures (R)
Month-End
Procedures (R)
Year-End Procedures (R)
Patient Statements (R)
Electronic Claims Submission (R)
Paper Insurance Claims
Insurance
Claim Follow-Up
Secondary Insurance Claims
Section Five
GENERAL BACK OFFICE
Department Task
List (N, botask.doc)
OSHA and the Back Office
Opening and Closing the
Back Office (R)
Greeting and Seating Patients by the Clinical Staff (R,
greetpt.doc)
Communicating With the Deaf Or Hearing- Impaired Patient Using
Speech Reading (R)
Managing Pediatric Patients (N)
Special Words and
Phrases for Kids
Patient Dismissal: Guidelines (R)
Clinical
Abbreviations and Terminology (R)
Dental Equipment Setup (N)
Nitrous
Oxide (R)
Pulse Oximeter (N)
Basic Tray Setup (R)
Cassette Tray
Setups (R)
Stocking Treatment Rooms (R)
Dental X-Rays: Digital and
Regular�Developing, Mounting, and Duplicating (R, sxrays.doc)
Prescriptions
(R)
Preparing Lab Cases (R)
Ordering Dental Supplies, Pharmaceuticals,
and Instruments (R)
New Patient Examination (R, nwpt.doc)
Initial Exam
Write-up (N)
Periodic Exam
Emergency / Trauma Exam (R)
Emergency
Office Visits for Children (N)
TMJ Exam
Managing Medical Emergencies (N)
Teeth Whitening / Bleaching (R, bleach2.doc)
Alginate Impressions (N)
Diagnostic Study Models (N)
Working Models (N)
Occlusal Bite
Guards/Splits (N)
Sealants (R)
Dental Dam Application (N)
Class I
and V Amalgam Restorations (R, samalgm.doc)
Class II Amalgam Restorations
(N)
Anterior Composite Restorations (R)
Posterior Composite Restorations
(R, scomwma.doc)
Glass Ionomer Restorations (N)
Crown and Bridge
Preparation (N)
Veneer, Porcelain Jacket, Laminates, and Maryland Bridge
Preparation (R, sprosth.doc)
Cast Post Preparation (N)
Stainless Steel
Crowns (N)
Provisional Crown Restorations (N)
Pacheting Crown and Bridge
Crown and Bridge Delivery / Placement (R, scrwbri.doc)
Veneer, Porcelain
Jacket, Laminates, and Maryland Bridge Delivery / Placement (R, svenpor.doc)
Full and Partial Denture Impressions (R)
Full and Partial Denture Try-In
/ Delivery (N)
Full and Partial Denture Adjustments
Partial Denture
Relines (R, sreline.doc)
Immediate Denture Delivery After Extraction (R)
Denture Repair (R)
Partial Repair: Broken Tooth or Clasp (R)
Basic
Oral Surgery (R, sextrac.doc)
Root Canal Treatment (N)
Radiological
Safety and Regulatory Guidelines (R)
Equipment Inspection and Maintenance
(R)
Nitrous Oxide Equipment: Inspection and Maintenance (R, nitoxi2.doc)
Waste Segregation and Disposal
Laboratory Infection Control (R,
sinfect.doc)
Cleaning and Maintenance:
Schedule (R, stodock.doc)
Facility (R, basiccin.doc)
Treatment Room Collection Traps (R)
Autoclave Sterilizer (N)
Chemiclave
Dry Heat Sterilizer (N)
Statim� Sterilizer (N)
Automatic X-Ray Processor (R)
Dip Tanks (N)
Quick Developer
Ultrasonic Cleaner (R, ultrason.doc)
Impression
Trays
Air Abrasion Unit (R)
Section Six
HYGIENE DEPARTMENT
Department Task List
(N, hygtask.doc)
Patient Care and Team Philosophy
Soft Tissue Management
Program (N)
Doctor and Hygienist Communication (R)
Team Communication
(R)
Verbal Communication, Handouts, and Videos (R)
Hygiene Infection
Control (R)
Processing Spore Strips
Reviewing Charts On the Hygiene
Schedule
Hygiene Room Preparation (R)
Treatment of the Dental Hygiene
Patient (R)
Oral Health Instructions (R, sbacter.doc)
Fluoride
Application (N)
Adjunctive Treatments (N)
Ultrasonic Debridement (N)
Intra-Oral Photos (N)
Post-Operative Calls to Patients (R)
Additional Hygiene Procedures (R)
Substitute Hygienist (R)
Hygiene
Equipment Maintenance (R)
Stocking Hygiene Treatment Rooms (R)
Section Seven
MANAGEMENT AND MARKETING
Department
Task List (N, mgttask.doc)
Introduction:
The Business of
Dentistry
Leadership by Design Assessment
Staffing:
Personnel
Management
Finding and Hiring the Right People
New Employee Orientation
Staff Evaluations and Performance Planning
Front Office Training
Schedule
Back Office Training Schedule
Continuing Education
Convention Attendance
Team Systems:
Motivating Your Team
Creating a Team Agreement
Conflict Resolution
Inner-Office Memo
System
Facilitating and Conducting Staff Meetings
12 Days of Christmas
Staff Appreciation Program
Operations:
Converting to a New
Charting System (R)
OSHA and Regulatory Compliance
Office Security Check
List
Computer Operations: System Log-In and Back-Up (R)
Monitoring
Sheets
Managing Dental Supply Cash Flow
Saving on General Office
Supplies
Choosing the Right Dental Lab
Office Layout: Diagrams
Marketing:
Marketing
�Nine Moments of Truth�� Marketing
Analysis
Conducting Patient Satisfaction Surveys
Dazzle Cards
Practice Information Portfolios
Gifts to Patients and Colleagues
Administrative:
Business, Life, and Disability Insurance for
Doctor
Licensing and Other Requirements
Bi-Annual Fee Updates
HIPAA: Our Obligations:
HIPAA Compliance in the Dental Office (N)
Communicating Privacy Practices to Our Patients (N)
When an
Authorization is Needed (N)
Verification of Identity (N)
Applying the
Minimum Necessary Standard (N)
Business Associate Agreements (N)
Staff
Training of Privacy Policies and Procedures (N)
Discipline and Sanctions for
Violations of Privacy Policies (N)
Patient Complaints (N)
Patient
Rights: HIPAA
Right to Access (N)
Request to Amend Record (N)
Accounting for Disclosures (N)
Disclosures Log (N)
Request for
Restrictions on Use or Disclosure (N)
Request for Alternative / Confidential
Communications (N)
Data Safeguards: HIPAA
Faxing (N)
Email
(N)
Summary of Computer Programs (N)
Virus and Hacker Protections (N)
Paper Records Handling and Storage (N)
Section Eight
FORMS
Forms Section (N)
Agenda
Authorization for Credit Card Automatic Deduction
Chart Audit and
Treatment Status
Cleaning and Maintenance Checklists
Clinical Evaluation
Sheet for Trauma
Daily Deposit Recap and Cash Recap Worksheets
Dental
Supply, Pharmaceutical, and Instrument Order List
Emergency Telephone Slip
Equipment Inspection and Maintenance Master List
Gap Analysis
General Consent for Treatment
Hygiene Fee Information Forms
Job
Analysis Questionnaire
Medical Clearance Letter
Medical History
Meeting Evaluation
Morning Huddle
New Patient/Non-Emergency
Telephone Slip
Nine Moments of Truth
Patient Correspondence:
Apology for Extended Wait
Cavity Free Club
Great Patient Club
Inactive Patient Notice
New Patient Welcome Letter
Prophy
Encouragement
Referral Thank You
Sorry to See You Go
Withdrawal From
Care Notice
Patient Satisfaction Survey
Patient Transfer form
Performance Agreement Worksheet (R)
Petty Cash Reconciliation Log and
Worksheet
Please, Let�s�
Practice Advisors and Vendors
Prescription
Request
Recall System Effectiveness Worksheet
Recap of Chart Audit
Record Release
Refusal of Treatment
Return to Work / School Note
Sample Memos
SOPs Worksheet
Specialty Referral form
Strategy and
Goal Sheets
Team Survey
Treatment Estimate
X-Ray Duplication Request
X-Ray Liability Release
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