FRONT OFFICE SYSTEMS: Handling Emergencies

Identify the clear objectives of an Emergency Appointment to ensure your Front Office Team can take control of such situations effectively whilst maximising patient care.


Emergencies can oftentimes cause chaos - disrupting an ideal day in the practice and everyone’s focus on providing maximised patient care. Yet, emergencies are part of what a dental practice does.

Patients expect to be seen ‘immediately’ when in pain or if something has gone wrong in their mouths, and they want the situation completely resolved in that one appointment. How can you take control, manage expectations, and maximise patient care without having the appointment ruin an ideal day that you had scheduled?

In this session we will learn…

  • How to create a relationship with the patient (who is in pain or unwell)

  • How to gather vital information through using Qualifying Questions to triage the patient so that you know how much time to book the patient in

  • How to motivate the patient and set expectations

  • A tool to record patient details to ensure the right information is captured in a format that can be provided to the Dentist and Team before the appointment.

You will also receive additional communication tools that will help you manage those persistent patients who try to take control of your appointment book, and some handy tips on how to pre-block emergency appointments to ensure you can still have an ideal day and maximise patient care.

Audience: Dentist, Practice Owner, Practice Manager, Dental Assistant / Nurse, Front Office Coordinator.


Learning Objectives:

  1. Handle Emergency appointments more effectively by understanding their purpose.

  2. Maximise patient care and minimise disruptions in your ideal day through our proven four-step process.


Live Online Training (LOT)

This Live Online Training course is run using an online training software called Zoom. You will be able to see and hear the presenters as well as view their presentation on the screen.

While you won’t need to use your webcam or your microphone, you will be engaged on various topics using the chat tool, question polls and other live online activities!


About Prime ACADEMY

All LOT is supported by the Prime ACADEMY, where you can review upcoming event sessions, pre and post readings, and complete quizzes, surveys and your certificate. 

Come back as often as you wish to review learning, keep your profile updated, reflect on the latest Prime news and connect in the discussion channels.


CPD Accreditation

Australian clinicians are required to make their own assessment as to the number of hours of Non-Scientific Continuing Education each course provides. This course is eligible for NZDA CPD points.

Prime Practice guarantees courses are compliant with the current Dental Board of Australia Guidelines on Continuing Professional Development.

* Number of accredited CPD hours depends on the length of the workshop.

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