The Match Game

Jeffrey Caso

13 years ago

I make every attempt to keep as much work in my office as possible. Especially in today's economy, it's best to do as much as possible in-house. However, it is also important to know your limits and not get in over your head. Just as important, there are times when keeping certain procedures in your office is actually going to be counterproductive for you. Taking four visits to complete a molar endo ends up costing you money. Lastly, sometimes a procedure is so stressful for you that it's just not worth the aggravation.

So, it is inevitable that some patients will need to be referred out for various treatments. Doing this with skill and eloquence is important to keeping this patient happy and having them return to your office. It is important to explain to the patient why a referral is necessary in the first place. You surely do not want them to think you are incompetent. If you handle this part well, they will respect you for your decision to refer. I make sure they know that I want to keep them in the best of offices and under my watchful eye. I assure them that I will be in touch with the treating doctor and will have a say in their continued care. If any questions arise, I assure them that the doctor can contact me while they are in his office and together we will all make any decisions related to changes in their treatment.

I began thinking about this topic today after I made a referral to an endodontist, when my assistant asked me why I chose who I referred this particular patient to. My answer made me think things through and I was happy with my explanation.

It is all about knowing your patient and the doctor you are sending the patient to. I make it a point to get to know all of the specialists in my area, and talk to many of them frequently. I get valuable information about their office from my patients who have been there. I question my patients about their experience there and if there were any problems. I know their locations and how easy or hard it is to get there and park. Most importantly, I evaluate their work closely. That, however, is only half the story.

Spending time to get to know your patients and their quirks is essential. Do they go crazy if they have to wait for an appointment? Do they need to park close by due to a disability? As well as a dozen other questions. Then I become a matchmaker and try to match up two people in a way I am comfortable with. Do this right and it's a win for all three people involved, and you keep your patient happy. That's the most important thing because a happy patient is a happy office.