-Systems are critical.
Anything that is important enough to be measured should have a system to
it.
- Dentists are not prepared and taught in school to run a
business. We are all trained to be great
at the clinical side.
-Systems help your practice eliminate waste. Wasted time, wasted, energy, wasted,
supplies, wasted staff, wasted money.
-Identify the 20% areas that are of highest value to
you. The other 80% is areas that
someone else can take care of.
-Systems help achieve your goals for the practice.
-There is a different between efficiency and effectiveness. We want to be effective
-4 R’s
Re-activation,
Referral generation,
Recruitment,
Retention.
-Strategic positioning- putting yourself as the expert in
the community. Be a leader in your
community.
-Have a defined organizational chart. The Dr is the CEO. This is the first step of starting a
system. Everyone should be in charge of
their own systems.
-Have Team Accountability approach. Each team member signs this that has a list
of the systems they are in charge of every day.
That team member is accountable to get all of these done during each
day.
-Put all of this in the office operational manual. This will be a great resource for all of the
staff. It will be easy to train and have
defined accountability for each team member.
-Rob’s formula--
Production= Effort x Efficiency x Effectiveness.
-When performance is measured and reported back, performance
is improved greatly
-Systems can help you get the slight edge in the business
-Systems can help you integrate the entire office
-A behavior that is rewarded is a behavior that is
repeated.
-When Dr. Nicholas implemented systems he was able to see a
jump in his referral numbers jump up.
-Patients want to have the same experience every time. They refer friends and family based on that.
-Write down every system in the office and put it in the
Operations Manual
-The Ultimate Patient
Experience-
1- exact same script
on the phone
2- new patient packet
with testimonials
3- confirm and greet
the desk exact same
4- gathered and
seated the exact same
5- asked three
personal questions before getting into dentistry
6- present treatment
plan
7- handoff to the
front desk is the exact same
-asking questions to the patient helps build a report with
the staff and the Dr.
-Get the patient talking about themselves. They will leave liking the staff and the Dr.
-The questions also help the patient feel like they are among
friends
-The answers are written down and the staff is held
accountable.
-There are certain questions that will help the patient
start talking Example: “What do you have planned for the holidays? How long have you lived in the area?”
-The question should be specific to the patient.
-Personal connections help with patient retention
**people want consistency
-Find the best system and use it over and over again
-Do you have a system for collecting co-pays and payments?
-Have systems for late payments for both insurance companies
and patients
-On the 10th of every month all denied and
outstanding claims can be called on and find out what is holding up the
payments.
-Systems need to be given to people for their
responsibilities. Make sure they are
held accountable for these systems
-Have goals that your systems can help you achieve
-What is your ideal patient?
Know what your ideal patient is and market to them.
-Walk side by side with the patient. Never leave the patient unattended. A team member should be able to turn their
full attention to the patient.
-Every little thing matter.
It comes down to the patient experience, and helping the patient feel
cared for.
-Have a practice that is built around the strength of your
systems. You don’t want a practice built
around your staff. Staff changes, but a
strong system can help your office run smoothly through changes.
-Systems help give you piece of mind to know that your
practice is growing.
-Essential and Vital to have systems and re-evaluate them
often.
-Practice, practice, practice!
-The strength of your systems will show how successful your
business can be.
-Role play with staff.
Have mystery patient and mystery callers
-Any system that is put in place MEASURE!!
-Put together your patient experience
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