Exceptional Dental Practice Management

She Rocks!

   

    I have to brag about our front desk superstar today.  She's great!  She has lots of wonderful traits and what she doesn't have yet, she's working on getting.  When she started a year ago, she couldn't work the computer mouse.  Now, she's a whiz.  How'd she do it?  Heart.  Perseverance.  Dedication.  Commitment.  Desire.  Integrity.
    Cindy didn't know anything about dentistry when she came to us. Now she works the front desk by herself and keeps a sunny disposition and all the balls in the air.  She keeps the reception area in order, the bathroom picked up regularly and offers the patients refreshments and pleasant conversation.  She stays relaxed even though she may have a patient checking in, another checking out and the phone ringing.  Ask her for something and she'll get it to you in no time.
    She's everybody's go to person.  Need a shoulder to cry on, a listening ear, help with a patient?  She's your woman.  Today we had an elderly patient who didn't have transportation to the office.  I picked her up, but then I couldn't get away to bring her home.  Cindy to the rescue.  She not only brought her home, she brought her to the drug store on the way home.  All done with a smile and not a second thought. 
    She's someone I can count on.  All the time, every time.  She's consistently kind, sweet and caring.  If you asked her, she'd say she's nobody special.  That's another one of her good traits.  She's humble.  She's a rare find and we're happy that she's ours.  Happy Anniversary a little early Cindy.  Rock on superstar!

The Third Question

  I didn't forget, I just got busy.  But I'm back now to talk about the third question:  What opportunities do we have now?  I like that question, it's an easy one.  We have a ton of opportunities!

    Most important is the opportunity we have to make a difference in the lives of our patients.  We can help them smile proudly rather than hiding behind their hand because they're ashamed of how they look.  We can help them improve their self-esteem and by doing so even help them improve their financial status.  Confidence is an attractive quality and many employers want that in the people they hire.  We can help them improve their health by giving them the ability to eat foods that are better for them.  Just helping alleviate their fear of the dentist can be a big relief for some people.  For others, knowing someone cares about what happens to them is all it takes to make them care more about themselves.
    We have the opportunity to help staff members achieve and increase their potential.  We are giving them the opportunities that I just listed to find satisfaction in helping others.  We can help them believe in themselves and find talents and gifts that they never knew they had.  It is incredibly rewarding to watch a person that was lacking in confidence grow and learn and use what you've taught them.  Watching them pass it on to others is the ultimate satisfaction.
    We have the opportunity for self-improvement and growth as well.  I consider myself a life-long student and love the opportunities I get to interact with staff and dentists from other practices and to attend seminars and get involved in so many aspects of dentistry and practice management. 
    Perhaps, in the long run, the opportunities we make for ourselves and others and the opportunities we take that are presented to us, is what determines our success in life.  You must have the ability to see the opportunities as they arrive.  You must also be able to discern the good opportunities and take them and recognize and resist the bad ones.  Be mature enough not to be greedy.  Pass opportunities on to others to keep the circle of impact in motion.  Check out Ed Brenegar's  post on SWOT today.  He goes into detail about the 4 questions and how they apply in the workplace.  We still have one question to go!  Be back soon.

Hygiene Holes

    This seems to be a pretty common problem.  People just don't value their hygiene appointment; or so it seems.  You start out the day with a fairly full schedule and they just don't show up.  Or, you go through phases were nobody wants to schedule.  How do you fix it?
    We had a big problem a year ago.  We had 2 full-time hygienists whose schedules were 75% full.  That seemed to say that we didn't have enough work for 2 full-time hygienists.  We look at the personal aspect of our team members.  We couldn't just tell one that she would have to forfeit her full-time status and lose pay and benefits and feel OK about it.  So we had to fill those schedules.
    We started a soft tissue management program.  That almost immediately did the trick. For a while. About 6 months to be exact.  Now that all of those people have had their initial treatment, things are slowing down a little.  Many times we get the schedule filled only to watch it disintegrate.  So now what?
    Confirming is key.  Personally confirming.  Patients will blow off a voice on the machine as if it never really was there to begin with.  They will call after hours to cancel to avoid the broken appointment fee.  I have let our receptionist know that she is responsible for the schedule.  Period.  She must confirm.  If she can't get them during working hours, I am willing to take a list of unconfirmed patients home and call them.  If we have patients that habitually break appointments, we ask for the best number to reach them.  We charge starting at the second broken appointment.  After 3 broken appointments they are only given same day appointments.  If they call and we have an opening that day we will put them in it.  We don't give patients who habitually cancel another appointment in the same week.  That de-values the appointment.  They think we have plenty of openings so if they cancel today they can always come in tomorrow.
    The hygienists also take responsibility.  They don't read magazines during downtime.  They work the continuing care and unscheduled lists.  They do chart audits and make re-activation calls.  They know they need to keep their schedules healthy and they want to. 
    You can see it's a team effort with the emphasis on success.  When everybody takes a part in fixing a problem, everybody has the right to celebrate it's resolution.  And we love to celebrate!

That Guy's Fun

    I had a great patient today.  He's one of my all-time favorites.  When he first started coming to us he was pretty phobic about dentistry.  I found out he had a great sense of humor.  That's how we got him!  We make it fun for him to come to the office. 
    I send him a funny e-mail card before and after his appointments.  Today he got a talking monkey telling him how much we loved seeing him.  He brings out the comedian in us.  We're never as funny as when he comes in.  There's just something about him. 
    The best compliment we've gotten from him is that he now enjoys going to the dentist.  "I didn't know that going to the dentist could be so much fun!"  That's a great testimonial.  So, what do we learn from that?
    We learn that we have to find out what is unique and special about each of our patients.  Once you do, you can cater to that and build a great relationship with them.  Our first patient today wasn't what I'd call a fun patient.  Not everybody's fun, that's OK.  She likes to be cared for and pampered.  We had the warmed neck roll ready, lip balm and headphones with classical music.  It was "nirvana", as she put it.  Whenever she got the chance to close her mouth I gave her a mini TMJ massage.  She loves it and it takes very little effort on our part. 
    So the best thing you can do is to discover that special thing about each patient and give them the star treatment.  Why not?  You can provide adequate care or you can provide exceptional care.  Which sounds better to you?

What Makes a Great Team Member?

    What do they want from me?  Ever heard a staff member ask that question?  Bosses in general and dentists in particular are not always great at saying what they want from their employees.  Maybe, they want to be seen as the nice guy, maybe they're just uncomfortable giving critical feedback.  Whatever the reason, it's frustrating for the employee and the dentist, wastes time and emotion and accomplishes nothing.  It could even cost someone their job.  So what are dentists looking for in a team member?
    First, strength of character.  Be honest and play fair.  Don't be a troublemaker.  You know what I mean.  Everybody's worked with the busybody who goes around telling things she shouldn't and then oops..."I didn't mean to start anything."  Don't talk behind backs.  If you have an issue with another person, talk to them and only them about it.  Just do the right thing.  You know what it is, it's the thing you could find on the front page of the paper when you wake up in the morning and not worry about who reads it.
    Work hard and be humble.  Do what needs doing without worrying about who's job it is.  Offer to help where you can.  If the receptionist is swamped, offer to confirm patients.  The hygienist who is running behind will love you if you offer to take bitewings on her next patient while she sets up her room.  The assistant will be you friend for life if you jump in there and empty the garbage while she cleans up her rooms at the end of the day.  Do what you'd want someone to do for you.  Don't look for praise or brag about yourself.  If you're great, they'll know it.  Don't try to be the center of attention.  Stars aren't shining brightly, they're just burning out.  Nobody likes to work with a glory hound.
    LOVE your patients.  Let them know you care.  Even the difficult ones.  It's easy to be nice to nice people.  Accept the challenge and get the curmudgeon to smile.  He'll be your best buddy.  Remember to make a note that they like a neck pillow or headphones to drown out the whine of the handpiece.  If they ask where the rest room is, escort them to it, don't just point.  Walk them to the front desk at the end of treatment, don't just let them wander the office till they get lucky and find the way out.  Make it an experience.  A good one.
    Keep learning.  Read.  Read this blog.  Read Dental Economics magazine .  It's got great articles in it and most of them are not about economics.  Join Dentaltown  .  It's a great on-line community of dental professionals.  Ask to borrow your boss's journals.  Go to CE that interests you.  Join your professional organization.  Ask your boss about what he's doing.  Talk to your sales rep about new products and courses that they offer.
    Love your job.  Be a professional.  Be proud of what you do and always try to keep improving.  Be a leader and help everyone around you achieve their goals.  Help them succeed.  Be the kind of person you'd like to work with and you'll always have a job and be valued.  It's really not hard to figure out and the benefits of being a good team member are endless.

Monday Blues? No Way!

    Some people don't like Mondays.  They feel like it's back to the old grind.  I like Mondays.  I feel rested after the weekend.  I like my job, most of the time.  I like my co-workers so I'm happy to see them and hear about their weekends.  Mondays are usually busy in a dental office, filled with emergencies from the weekend but that makes it more interesting to me. 
    Today wasn't an easy Monday.  It started out with a difficult exchange with one employee.  Not usually her style so I probed a little and then let it slide.  I expect tomorrow to be better.  I'm not worried about it.  Then a bunch of hygiene cancellations.  What can you do with hygienists who have no patients.....for hours?  I set one up doing a chart audit and the other reactivating patients.  They scheduled nine appointments.  Next the old grouch who was staring at my chest in a post a few weeks ago called and harassed the receptionist.  He will be enlightened at his next appointment.  Nobody messes with our staff.  The receptionist, on the other hand, kept her cool and handled the call.  She didn't like it, but she's a bigger person than him and could rise above his tirade. 
    So did I like this Monday?  At the end of the day, I'd have to say yes.  I got to practice good servant leadership by letting a staff member grumble through without making a big deal out of it.  I didn't like my end of it but I'll live.  Sometimes people need to be grouchy.  The hygienists got to make productive use of their time and helped make the schedule better.  The receptionist got to build her strength in dealing with a difficult patient.  If everything went easy nobody would have been given the opportunity to overcome adversity and grow.  So I liked this Monday.  I wouldn't want them all to be like this, but you have to take 'em when you get 'em.  And just smile and wait for Tuesday.  Because Tuesdays are great!

Ain't Nothin' Like The Real Thing

    Since we've been discussing the impact we have on others, let's talk about the impact stress has on us and our patients.  Let's face it stress gets things going.  A certain amount of stress keeps us on top of our game, so certain types in small amounts are good.  That is what I'd call positive, natural stress.  It's the stress that makes us want to reach our goals and improve our performance.  It's not urgent, just a little thrill running under the surface of things.
    Then there's the kind of stress that gets our heart rates zipping, our adrenaline pumping and our concentration scattered.  That's what I'd call negative, intrusive stress.  It distracts us from our focus, disturbs our peace of mind and if it goes on long enough, it can affect our health. 
    Patients can sense both types of stress.  They both give off vibes. There's no faking it and no fooling them.   When a patient feels the positive kind they are left thinking, "Wow, these people really are go-getters who want to do their best."  When we're exuding the negative kind of stress the patients thoughts go more like this, "What in the world is wrong?  Everybody seems distracted and upset.  I wonder is something bad happened.  I wonder if they don't like me.  I wonder if they'll be able to concentrate on my treatment." 
    Figure out ways to keep a good level of positive stress running in your office and to minimize or almost eliminate negative stress.  I say almost eliminate negative stress because people are not perfect so there'll always be some of that.  Decide how you'll deal with it and keep it away from your patients.   They have enough of their own problems. 
    The best way to deal with problems is to develop high levels of trust between staff members.  If people work in a trusting environment, they know that any problems they face in the course of the day can be addressed and settled later.  Then people can relax and avoid turning molehills into mountains.  Trust, honesty and acceptance all work together to ensure smoother problem solving and to minimize conflict.  That keeps the staff happy and patients happy, too.  And keeping patients happy and healthy is what it's all about.  Keep stress levels low and attitudes high.  You need the real thing.

The Second Question

    Hi, I'm back!  Wow!  Having Ed comment on the first question was an unexpected bonus.  So, now we know that whatever impact we have causes changes.  We also know that the changes can be either good or bad so let's be sure to make them good.
    Question #2 is: Who are we impacting? The answer seems simple, everyone we come into contact with, right?  Yes, but we also impact the people they come in contact with when they leave us.  So, we see that our impact is far-reaching and out of our control at a certain point.  Another reason to make sure it's positive. 
    Does impact in an organization start with the leader?  The leader can influence impact but doesn't always control it.  A poor leader can have people under them with positive strengths that choose to do the right thing because they can do nothing else.  It is easier for positive impact to flow naturally with a positive leader though.  A smart leader will encourage everyone to understand how they are leaders to the people they impact. 
    In a dental practice the dentist and staff impact each other.  They then go on to impact their patients.  Depending on the outcome of treatment, the patients go home comfortable or in pain and impact their families and friends.  Remember, a parent going home after a bad experience can influence how their child feels about going to the dentist for a long time.  Let's say a child sees a parent come home in pain.  Mom is complaining about how much the injection hurt, that she waited forever and then sat some more in the room only to be handled roughly, etc.  You know what I mean.  That child is going to pitch a fit when you get him in the chair.  Now if the parent goes home and seems more comfortable then when they left and raves about how wonderful and gentle the dentist is and how everybody just seems to care...well you get that picture, too.  The child will be more relaxed when he comes for a visit. 
    When patients relay their experience to their friends they will impact them with an impression of your practice.  It may make the friend think about what their last dentist visit was like and make them decide that they want to have the experience that you offer.  Or, they may pick up a negative vibe and when the new neighbor asks for a referral to a dentist they may say "Oh, my dentist isn't taking new patients, but whatever you do, steer clear of Dr. So and So.  My friend just went there and had a terrible time!". 
    So, you are potentially impacting everyone that anyone you come into contact with.  You are creating the reputation of your practice and spreading the word, be it positive or negative.  It's up to you.  It's an awesome responsibility.  Always think of that every morning when you arrive at work.  We are each having a major impact on each other and the people we serve.  Our impact is like a pin ball machine. Our impact is the pin ball and other people are the bumpers.  Once set into motion our impact bounces off everyone onto someone else and at some point is out of our control.
So give that some thought and I'll be back again to explore the third question.

Patient Care Coordinator, What's That?

    Good question!  A patient care coordinator (pcc) is the concierge of the health care practice.  The role this person plays can vary from practice to practice.  I am the pcc in our practice so I'll tell you what I do. 
    When a new patient comes into the practice I am the first clinical person they interact with.  Since we send them a new patient packet to fill out before they get to the office and a self-addressed envelope to return it with, I usually have some info about them ahead of time.  Many times we also have their records and x-rays from their previous dentist, as well.  So now I know a little about them already.  When they arrive, I greet them in the reception area and escort them to my office.  Sometimes they look a little wary of this change from what they've been used to so I explain that I like to get to know them as people a little before trying to see what their oral health is like.  They usually like that idea and start to relax.  We usually spend about 20 minutes talking and getting to know each other.  This develops a rapport that sets the tone for how they feel about the practice.  It is during this time that I can find out about their past experiences, their fears, preferences and desires for their oral health.  With their permission, I take notes that will be shared with the rest of the team.
    Next we move into the operatory where I can chart their existing conditions and tell them what those conditions can mean and what the dentist may suggest as treatment.  We will talk about how different treatments or lack of treatment can affect or improve their conditions and what the outcome can be.  I am continuously educating the patient and letting them know that we want them to understand what we are seeing and suggesting.  By the time the dentist comes in to diagnose and suggest treatment he has a patient that understands what he is telling them and is able to make an informed decision about their oral care.  The patient is also enthusiastic about the dentist because the pcc obviously thinks highly of him and has mentioned some of his achievements.  The pcc is able to humanize the dentist for the patient before they ever meet and that sets a better tone for their relationship right from the start.  By the time the dentist enters the room the patient has gotten past most of their nervousness and is anxious to meet this great person.
    It doesn't end when the patient leaves the practice.  The pcc will record all the information gathered during both the preclinical and clinical portions of the new patient exam.  Patient preferences will be entered into the record and the rest  of the team will have the info before them when they meet the patient for the first time.  The patient doesn't have to repeat the same info to each new person.  This makes them feel cared for and that the staff is really interested in them.
     I will also prepare any materials I will need for the consult appointment to present the doctor's treatment plan.  I will prepare a review of the doctor's findings and have info sheets ready to share with the patient.  I will place all of that along with the treatment plan in a folder with my business card attached.  My business card has my e-mail address on it so that the patient can reach me that way if they prefer.  During the consult I can answer most questions the patient can think of.  On the occasion that I am stumped, I admit it and excuse myself to confer with the dentist.  We also discuss payment options at the consult and set up a series of appointments. Before the patient leaves I assure them that they can call me anytime if they have questions or concerns.  I am able to develop a special bond with the patients and really enjoy getting to facilitate their care. 
    A pcc can add a lot of value to a practice.  It takes dedication, caring and a genuine interest in people.  You also need to know your stuff.  If patients see that you know what you are talking about and really care about them as a whole person, not just a mouth with teeth in it, they will trust you and believe in the practice.

There Is Nothing Wrong With You

    There is nothing wrong with me either.  There is nothing wrong with anyone just because they don't agree with me or feel the way I feel.  Have you ever had a hard time having a good, respectful relationship with someone that you really admired because you had such different personalities and thought patterns?  That doesn't mean you can't have a good relationship with them.  It just means you have to work harder for it.  And you have to pay attention and maintain it more.  Whew!  Is it worth it?  Maybe.
    It's worth it if it has the potential to make you better and add something good to your life.  You can develop great strength through dealing with adversity and not quitting when things get tough. Sometimes the things we have to fight for the hardest are the most rewarding.  Think of the flexibility you can acquire by learning to dance to another's lead, to give when they need to take or to be understanding of what you can't comprehend..  There is satisfaction to be found in finding a way to co-exist peacefully together.   
    Only you can decide if it's worth it, but remember while you are involved in a difficult relationship that there's nothing wrong with you just because someone else doesn't value what you offer.  See what Pamela Slim has to say about that here . 
    I realized today as I was speaking with someone at work that I admire greatly but have a challenging relationship with that 1.  We will always struggle to understand each other to some extent.  2.  We value each other but also drive each other crazy.  3.  The way to keep from exploding our relationship is to stop thinking that there is something wrong with the other person.  It's that simple.  I think.  I guess I'll try it and find out.  I'll let you know if it works.

First Question

    I'm back.  Yesterday I suggested you look at the four questions every leader must ask on Ed Brenegar's
    So, number 1- What is our impact?  You can look at that from two perspectives.  What is your impact as a leader and what is our impact as a dental team?  As a leader do you set up trusting relationships with team members and patients?  Do you have good interactions with the staff at other offices that you refer to and who refer to you?  Do you set up the practice so that it is easy for everyone to suceed and are you accessable to patients and staff when needed?  Are you fair, clear in your communications and quick to praise and gentle when correcting?
    As a team, do you look out for one another and help without worrying who gets the recognition.  Do you follow through with patients and make sure they feel cared for?  Do you keep the welfare of the patient as the focus of all you do?  When you are away from the office, in public, do you respect the fact that you represent the practice and behave accordingly? 
    If all your answers to question one are positive, then you get a perfect score for that question.  If not, now you know what you need to work on.  I'll be back soon with question 2. weblog.  I worked closely with Ed when I first became a practice administrator and learned a lot from him.  Let's cover these questions one at a time. 

Four Questions

    Take a look at the four questions that Ed Brenegar says all leaders must ask themselves.  These questions are easy to incorporate into a regular self-examination to keep us focused and effective.  I'll come back soon to look at these questions with you.

Phone Tag

    The phone is the lifeline to your office.  It's the thing that sets everything in motion.  It tells your patients what you think of them.  If I call your office and I am immediately put on hold, you're telling me that you're too busy for me.  If I hear a smiling voice thanking me for calling, I'm being told you want me there and will treat me well.  It's that simple.  Some of what happens depends on the person handling the phone, some of it depends on what's happening to her.  Is she over-loaded and stressed?  Things at the front desk tend to happen in spurts.  If everyone is scheduled on the same time slots, everyone is probably dismissing patients at the same time.  Try staggering starting times by 10 minutes in hygiene.  Then one hygienist isn't standing waiting while the doctor checks the other's patient.  Establish better flow. 
    Does she need help?  One person at the front desk can have many things happening at once, often too many things.  I like the idea of a floating office assistant that can help out wherever she is needed.  This person can be invaluable.  It is very important for the person at the front not to sound or look frazzled.  She is handling payments, making appointments, answering the phone and at times refereeing children in the reception area.  It's hard to remain calm under all that pressure.  The floating assistant can help. 
    When answering the phone have a check sheet available and pay attention to what the patient is telling you.  Ask questions that pertain to the problem they are having and make notes on the schedule.  It is frustrating for patients to have to repeat the same information to numerous staff members.  It looks much more professional and organized to have the information passed on to the rest of the staff before the patient arrives.  The staff can than ask questions based on the information they already have.  This makes the patient feel that their problem has a high priority. 
    It is important to be able to answer questions knowingly and if you don't know the answer, admit it and go ask someone who does have the answer.  Never lose patience.  You don't get that luxury.  Pride yourself on your self-discipline.  Giving in to a moment of frustration will never be worth the position you will be in because of it.  Always call patients back before leaving for the day.  It is frustrating for patients to expect a phone call and not get one.  It sends the message that they are not important to you.
    Be happy to accommodate patients as much as you can without inconveniencing other patients.  Never make it seem like a chore but like something you are happy to do for them.  Be their ally and they will work with you when you need them to.  You are the gateway to the practice and the phone is the tool of your trade.  Make every contact successful and you will excel.

Suck It Up!

    Sometimes you just have to suck it up.  Leading is like that.  Actually, sometimes it's all about that.  You don't get the luxuries that the people you lead get.  Like breaks, breakdowns, getting saved from screw-ups, buffering from stress, a shoulder to cry on, a helping hand, a pat on the back or an example to follow.  You are the one who provides those things for others.  Do you get tired?  Sure you do.  Do you get frustrated?  Wouldn't be human if you didn't.  Is it worth it?  You bet!  Why?  What's in it for you?
    You get the opportunity to improve your own strengths while helping the people you lead realize and, by realizing, increase their potential.  You get to watch someone flourish under your guidance.  You get to build relationships with other's that make them want to follow you.  If you serve their needs so that they can perform to their highest capability you will earn their respect and loyalty. 
    If you want to be this type of leader you need the ability to see others as they are and as they can be.  You need the desire to help make someone else look good.  You need the will to worry more about someone else than about yourself.  You need the fortitude to suck it up and deal with whatever comes your way.  No matter how good it gets there will always be problems to solve and deal with.  Accept that and expect it and you will be ready to handle whatever comes your way.

No Problems? Yeah, Right!

    Can you imagine a day in a dental practice with no problems?  It will never happen.  There are too many different people, with all their unique personalities, trying to achieve their individual desires, dealing with their own perspectives, to get through a day without any problems.  So accept it and deal with it.
    There are ways to face the problems of the day without letting them cause friction or breakdown of attitudes.  First, let's talk about how you approach others about your problem.  Don't talk about how something doesn't work, give a suggestion for how to make it work well.  For instance, don't say "I'm being taken advantage of because no one helps with set-up chores in the morning. I do them all or they won't get done".  Instead, ask your office manager if you can discuss a chore sheet at the next staff meeting so that the chores are distributed among the staff. 
    If you are bothered by someone else's behavior, wait a little and see if the feeling goes away.  If it doesn't, talk to them about it.  The operative word here is them, not everyone else but them.  They might not have intended to annoy you or bother anyone.  Or they might not have realized they were being offensive.  Try to have a calm and respectful talk about it.
    If someone comes to you with a problem with your behavior, listen, don't make excuses or try to invalidate what they are saying.  Ask them what you could do to improve the situation.  Listen and really try to hear what they are saying, evaluate it's meaning and try to come up with a solution that works for both of you.  Then put it behind you, don't dwell on it and turn it over and over looking for something to resent.
    As far as patients go, try to understand where they are coming from.  Make allowances, they are probably not too happy to be there to begin with.  We never really know what is happening in another person's life so try to let small things go.  That doesn't mean accepting abusive behavior, but in reality, how much is truly abusive and how much is simply rude.  Try to remember that rude people only diminish themselves in the eyes of others. 
    Schedule interruptions, running behind and cancellations are common occurrences in dental practices.  Put it in perspective.  It will be rare that you actually work the exact schedule that you start the day with.  Accept that as reality and you won't be surprised when it happens.  Flow with the tide and make adjustments as needed.  It is required if you want to excel.
    Learn to be flexible.  It is more reasonable to expect that things will change from day to day and to be able to respond appropriately.  Realize that nothing and no one is perfect and you won't be disappointed.  Understand that most days will include struggles and frustrations as well as satisfaction and smooth sailing.
    Don't overdo things.  Even good things carried to extremes can get annoying.  Think of the person who always goes way, way over and above what is expected.  Does that person leave room for anyone else to shine?  How about the constant comedian?  If you can never be serious, you can probably never be sincere either.  Over-complimenting rings false, over-complaining is exhausting and too many questions make you seem to lack in confidence. 
    Accept responsibility for making decisions.  Don't always try to get other's to make the tough calls so that you can't be blamed if something goes wrong.  Don't look to place blame on others for mistakes, spend that energy coming up with solutions.  Find ways to be more positive and to ways to work smarter.  Take a look at this post byDavid Cheong .  He has some good suggestions for all of us about developing positivite patterns.
    Basically expect problems to happen and plan for them.  Develop responses for common problems and keep the big picture in mind.  Today will end and whatever happened will be done and over.  Tomorrow will arrive with new opportunities to come up with great solutions to whatever the day presents to you.  Start with a good attitude and you'll be more likely to end with one too.

It's All Right To Be Wrong Sometimes

    Do you learn something new everyday?  You probably don't even realize it but you I bet you do.  You just weren't paying attention.  Today I learned that sometimes people will go to amazing lengths to be able to hold on to the fantasy that they are always right, no matter what it costs them.  You can actually see a person who has the need to be right thinking of ways to turn any conversation or statement around until they think they've convinced another person of it.  It's a pitiful sight.
    The reason it is pitiful is because the need to be right supercedes honest communication and growth of inner self and relationships with others.  That is because in a conversation that includes different points of view, insisting on being right requires one to have a closed mind.  That person is cheating themselves.  They will never know what they missed out on.  They will lose face with the other person.  They will not increase their own scope of awareness.  Unfortunately, they are becoming a prisoner on the island of their own self-righteousness and insecurity.  And though they will never realize it, it shows.  If you've ever dealt with someone like this you know what I mean.
    There is hope, though.  If you persevere with them, you may hit the right chord once in a while and get to witness the wonder of a dawning awareness that there might be more than one right idea.  If you persist, you may even convince them that different points of view can be equally valid.  You may actually help them see that exchanging and listening to other opinions and beliefs can help them solve problems and see a bigger picture than the one they see through the tiny peephole of their own reality. 
    There is a lot of satisfaction to helping someone see a bigger picture.  For starters, you get to have more interesting conversations with them.  If they are someone you work with you will definitely be more productive together.  It also saves a lot of time.  When you are dealing with someone who has to be right, you spend a lot of time chasing their tail with them until you are both exhausted and frustrated and wind up in the same place you started.  I'm pretty sure I'm right about all this, but if I'm not I hope someone will let me know. 

What's Up With That??

    Have you ever tried to tell a staff member about an aspect of their performance that needed improvement only to be met with defensiveness and maybe even a touch of hostility?  You tried to be empathetic and approached the employee with a solution and let them know that most of what they are doing is just fine and rather than accepting the feedback they responded by getting angry or acting hurt and pouting.  Now if this was an employee who had numerous unattractive characteristics, you could decide that they might be happier working elsewhere.  But if the staff member is otherwise a good employee, you may have a dilemma. 
    When this happens, I tell employees that the fact that I am discussing the solution with them is telling them that I believe that they can make the necessary changes and succeed.  If I didn't believe that, we'd be having a different discussion.  Sometimes that is all it takes but other times there is still a show of hurt feelings and if it doesn't end in a reasonable time then we have another problem and solution to discuss.
    So, what do you do?  Do you think it's an issue with the delivery of the problem and solution or could it be a lack of confidence or self-esteem on the part of the staff member?  Is it up to the manager to help build up the staff member, does the staff member need to find a way to help themselves or should it be a joint project?  I love to see people flourish and grow in confidence but I have little patience for mediocrity.  How do you approach this reaction to constructive criticism?

The Basics

    I told you about Lola yesterday and how my boss and co-workers helped me through the day.  I woke up this morning and something occurred to me.  The main thing everyone wanted to do was help make it better.  Each in their own unique way.  In basically healthy people, that is a inborn desire.  (Thank God there are more basically healthy people than basically unhealthy people, but hey, that sounds like the subject for a different post.)  So knowing that, we must find a way to put that desire to put things right into perspective and make it benefit situations in the workplace.
     Everyone has strengths and weaknesses.  Acknowledge and build on the strengths, of course, that's important.  More important...identify the weaknesses (to yourself) and set out to strengthen those areas.  Work those muscles.  Brace them until they can stand on their own.  See people as they really are and then see the potential of those undeveloped strengths, which is all weaknesses really are.  Because you are a basically healthy person, at least I hope you are if you been chosen to lead, you also have the desire to put things right.  Focus your energy and harness your reactions to situations.  Situations arise from desires, sometimes misguided, and it is your job to  shepherd  all those desires, intentions, and reactions into a cohesive solution. 
    Start by identifying your own weak muscles and build them up.  Watch yourself.  Don't let your own weaknesses cause problems for others.  You don't have that luxury, you are the leader.  Don't feel too sorry for yourself, that's what you chose.  Show your best self and work on the rest.  And remember, by helping others improve you can't help but grow also.

    Last but not least, I have to thank my wonderful daughter for her support yesterday.  The help you get from co-workers helps you through the day, but always remember the love you get from your family helps you make it throught the night and that's harder.  Keeping that in perspective is important.  Too many times we overestimate the demands we should place on the people we work with and that is not healthy for anyone. 

"A dog is the only thing on earth that loves you more than he loves himself."
                                                                                -Josh Billings_

Her Name Was Lola

    I am a very lucky person.  For 16 years I had the best dog anyone could ever want.  She was a Bichon Frise named Lola.  I had to have her put to sleep this morning.  It was the hardest thing to do, but I owed it to her not to let her suffer.  She was the sweetest little angel you could ever want and I will never forget her. 
    I went to work after I left the vet's office.  I was heartbroken but for me it is better to get busy than to sit and ruminate all day.  All of my co-workers had different reactions and they all had their own story to tell.  All of them told me about their lost pet and shared how they felt.  My boss had lost his dog 2 years ago and he wished me luck on working through it.  So I would classify that as a pragmatic reaction.  He truly cares, but didn't want to unleash the watershed, at least not right at the beginning of the day.  He became more sentimental later in the day.  So not only pragmatic, but also practical and prudent.  Much safer to bring on the tears after the last patient than right between the amalgam and the crown prep.  The lab assistant begged me to go home.  She felt I needed to be alone and to cry and reminisce.  A very back to the womb idea and very well-intended but definitely not me.  One hygienist was reminded of the time her cat died and told me she understood how sad it was but didn't give any advice.  I'd call that pretty realistic and very much in character for her.  The other hygienist, having recently lost a beloved dog herself wanted to hover and wallow in the misery with me.  Dramatic, yet supportive and completely from the heart. 
    So I realized that not only was I fortunate to have had such a great dog, I had great friends to help me cope with losing her.  Each in their own way.  Each way valid and honest and well-intended.  You've heard that every cloud has a silver lining.  Here's this cloud's sterling silver lining.  This experience serves to remind me as a leader that people are individual in everything.  The way we work, play, suffer, commiserate and in the way we experience reality; ours and each other's.  Assuming that no crime is being committed and that all involved are good and decent, then there is no right or wrong reaction.  Just different.  Because reactions are expressions of the heart.  They all wanted to help and they all did.  In different ways.  If they all reacted dramatically, nothing would have been accomplished today except record sales for Kleenex.  If they were all pragmatic, I might have felt like nobody understood.  Do you see what I mean?  All those different styles came together to be just what I needed to make it through the day. 
    Look at the people around you, whether it's your staff, your family, your softball team or the congregation at your church.  You'll find the same thing everywhere.  It is the coming together of all the differences that make us whole and strong.  Learn to see differences as necessary and integral.  Find ways to make it all work together.  Think positively about it and turn resistance into flow. 
    I was grateful for that flow today.  Because today it felt like love.  And it got me through a hard day.
   

I Love Integrity

    You may have noticed I posted a new book on my list of favorite management books.  It is Integrity by Dr. Henry Cloud.  I love it.  I've only just started it but I had to let you know how much I'm enjoying it.   Dr. Cloud discusses how facing the realities of situations demands integrity.  In other words, you have to have the courage to face people and situations as they really are, not as you wish or think they should be.  That requires you to be honest with yourself and others and that can be daunting. 
    I will come back to this discussion as I continue reading.  I already have a half dozen of those post-it page markers sticking out of my copy.  I love those things. I wish I had thought of that.  I was close, I was ripping post-its into strips and sticking them in the pages.  I should have thought a little further outside of that box.  Oh well, someone beat me to it.  I'll be back.

The Staff That Reads Together

    OK, I already told you that our staff reads.  Then we talk about what we read at our staff meetings and decide how we are going to incorporate the things that work for us into our practice.  We started with  "If Aristotle Ran General Motors" by Tom Morris .  We eased into it. We read two chapters and then I led a discussion at staff meeting.  Problem was....I was the only one talking.  Oh, the dentist was a good sport, he tried to help but we really needed to know what the staff thought.
    Then I got creative.  I assigned each team member certain pages that she would lead the discussion on at the next staff meeting.  You would have thought I said they had to eat worms.  They expressed the thought that I must have lost my mind.  Maybe, but they were still going to do it.  The lucky thing for me was, nobody realized that if they resisted I couldn't have really forced them to do it.  So at the next staff meeting they blushed and stammered their way through in a monotone. 
    As time went by, they relaxed and forgot they were nervous.  They got excited and really enjoyed sharing their opinions.   Until..one of the fellows from Tom's Institute For Human Values agreed to sit in on our final discussion.  Oh no, that was going too far, they weren't going to do it.  That's fine he'll just come for lunch after the discussion.  Then they wanted to know if I was disappointed.  I was.  Not because Ed wouldn't get to witness them in all their glory but because they didn't believe that they could do what I knew they could.  I told them that and I told them that if they pictured themselves calmly talking about the book in front of Ed they would be fine.  If they kept feeding the panic demon then they would never know if they could do it. 
    The day before staff meeting they came to me and said they'd try.  I was very proud of them.  This was hard, they were scared.  They didn't want to embarrass themselves.  And they didn't.  They were magnificent.  Now, they're not volunteering to speak at the Rotary Club or anything, but they did grow in confidence and through reading Tom's book and by implementing the lessons therein we've all expanded our integrity and positively impacted our character.  And we're not done.  We're in a good habit now and we're going to keep on with it because we like the results.  We treat each other with respect and consideration and our patients enjoy the same.  The same people who started out reluctantly now are enthusiastic and they look forward to each new book.

Laugh It Up!

    A lot of funny things happen in dental offices.  People are just basically funny even when they don't think they are.  Sometimes the curmudgeon is the funniest of all.  They take their angst so seriously. Most people just like to laugh though.  A staff that has fun together and finds a lot to laugh at and be happy about builds camaraderie. That increases staff retention and patient confidence.  When patients come into a happy office they go back to the operatory in a better mood.  We start out our mornings with a joke of the day at the end of the morning huddle.  I supply the joke and I must say there is as much groaning and eye-rolling as there is laughing but, hey, I try.  We try to find humor wherever we can and create it as much as possible.  What funny things happened to you today?  Click on comment and share the fun with the rest of us.

Stand Up

    We had a staff meeting the other day.  I don't know about you but sometimes I wonder if the things I do are appreciated by the staff or if they just expect it as their inalienable right.  At the meeting we started talking about abusive patients.  We don't have many like that but the ones that are rude stand out in memory more than the ones that aren't.  Their names come flying to our lips at the mention of rudeness.  Well, we were talking about how to handle them.  If a gentle signal of displeasure from the employee doesn't work, I prefer them to come get me.  The reason for that is, I don't want them getting so emotionally involved in it that they get flustered.  I know that it takes a while to shake off the resulting adrenaline and distraction and their next patient shouldn't have to pay the cost of the previous patient's bad behavior.  I will talk to the patient about it and let them know that abusive behavior is not tolerated.  I will do it in a way that allows them to decide to continue with their treatment.  One of the hygienists said she wanted me to know how important that is to her.  She said that the difference it makes is that she gets over the incident faster and doesn't go home that night and beat herself up over it.  Who knew?  The actions and decisions you make as a leader during the day leave the office with the staff and patients.  Now that's an awesome responsibility.  Make a habit of reminding yourself of that as you drive to work every morning.  By leading consciously, you determine many outcomes.  You help decide whether Mom goes home in a good mood or if she walks in and starts griping about what hell her day was.  You determine whether her child looks at the world of work as a place of satisfaction or dread.  You have a hand in molding another person's reality.  Remember that and live up to it.  You chose to accept this path.  Stand up to the demands and responsibilities of it.  Make yourself worthy of their trust.

The man who doesn't read good books has no advantage over the man who can't read them.

Mark Twain
US humorist, novelist, short story author, & wit (1835 - 1910)

Not Another Staff Meeting!

    Maybe I should say not just another staff meeting!  Let's face it, staff meetings can be really boring.  Admit it, you know what is going on behind those glazed over eyes.  They are obsessively thinking "Hurry up, Hurry Up, HURRY UP!!!  If he finishes early we can have a long lunch.  What!!!???  Is that butt-kisser gonna ask another question?!  We'll fix her!".  Maybe I'm being a little dramatic....no, not really, I've heard those very words spoken (not by me, of course) in the past.
    I don't hear them anymore because we run great staff meetings.  While it's important to keep the staff informed about the state of the practice by sharing numbers and developing goals, it's also vital to develop the soul of the practice and you do that by nurturing the character of the staff. 
    Some of our most enjoyable staff meetings center around books.  We kicked off our reading with        "If Aristotle Ran General Motors"  by Tom Morris.  I'd like to say the staff was gung-ho, but I'd also like to keep it real.  They were not too thrilled.  It doesn't sound like a girl book, does it?  It sounds like a book about cars.  We started with the introduction (grudgingly).  It was ok enough to get them to agree to the next two chapters.  Pretty soon, they were hooked.  By the end, they wanted to know what we were going to read next.  And on it goes.  We're reading fools.  With tons of character and soul.  How did we do it?
    Just reading the books doesn't do it.  A good idea is a seed.  We planted Tom's seeds in the heads and hearts of our staff.  And then we nurtured those seeds.  I'll be back soon to tell you what we did.

Ain't That The Truth!

. “God don’t create no junk. He just creates people with behavior problems”.

                                                                                    -Ethel Waters-    

Yo! Knock It Off!

    Can't say that, now can you?  What can you say when a patient is exhibiting behavior that bugs you?  For example, today I had a patient who was obviously staring at my chest.  I don't like that.  He finally said "Do you know you breathe fast?".  I said "Is that why you are staring at my chest, are you counting my respirations?"  He replied he was and began to resume the offensive staring and counting.  I asked him to stop and he smiled a lecherous smile and continued.  I informed him that I was leaving the room and would come back in when he was ready to focus on something else.  He finally gave in and I returned.  He commented that I was no fun.
    So, was there a better way to handle this?  This is a guy who bullies the staff and would like to bully the dentist if he could (and sometimes does).  It's hard to keep a sense of humor around him but would probably go a long way toward not giving him the satisfaction of knowing he got to me.  I also want to maintain my professionalism even if he is begging me to abandon it and give him a big noogie.
    He's coming back for his crown cement in 3 weeks and will probably take that opportunity to check my pulmonary function again.  Should I stuff my scrub top with Charmin, wear a catcher's chest protector, or how about a sign across my chest that says staring at this sign will cause blindness?  What would you do or say?  Click comment and give me some good ideas!

All Work and No Play? No Way!

    Sometimes it seems that work becomes all-encompassing, especially for those in management or leadership positions.  There is so much to think about, worry about, learn and plan for.  During times of high stress or extreme busyness it can seem almost impossible to think of anything else.  Even sleep can seem elusive for those with the constant issues on their mind.  But, there's a problem with all this dedication and drive.  You could be headed for burnout.  With nothing else to focus on, after a while everything about that career that once seemed so interesting and exciting can congeal into a big ball of worry.
    The result of letting work become the only thing is multi-faceted and none of those facets are good.  Performance can suffer because new ideas don't emerge from a troubled mind.  Enjoyment of the job is lowered because it's hard to find much fun in all that stress.  Relationships can be damaged because no one appreciates a distracted spouse or parent, a boring friend who can only talk about their job because that is all there is in their life, or a tensed up frazzled employee or co-worker who can become downright grim at the slightest set-back.  So all that dedication and sacrifice gets you nowhere that you want to be.
    What's the solution?  Balance, other important things in life to enjoy and engage in.  Family and friends are important and should always be in the forefront of your life.  Hobbies and interests give your brain a break from all the strain and stress and recharge your mind so you can approach your job refreshed and rejuvenated.  Sports or exercise are good for the soul as well as the body.  Speaking of the soul, whether you engage in organized religion, meditate or keep a journal; it is important to remember and be thankful for all the wonderful things and people in your life.  It is so easy to lose focus on the good in stressful, busy times. 
    Taking time for the other important parts of your life doesn't make you a less dedicated employee or a slacker.  It makes you a well-rounded human being who is less likely to have problems at home and more likely to have more quality effort to bring to your job.  A person with a peaceful mind and heart can accomplish more, in a better way, than a stressed out worrier who runs themselves in circles trying the same worn out solutions to the same recurring problems because they are too exhausted to think of something new.
    Look at your own life and see if your house is in order.  Do it periodically because it's easy to slip into skipping the gym another night to finish a report or going home late again because nobody really notices anyway.  If people don't notice you're not there, it's because you've trained them not to depend on you.  In the end, your boss can fire you, your family can't.  So give your job it's due, but give your family yourself.

“By procrastinating on the difficult choices, by trying not to get anyone mad, and by treating everyone equally ‘nicely’ regardless of their contributions, you’ll simply ensure that the only persons you’ll wind up angering are the most creative  and productive people in the organization”.

 

Colin

Powell

Sometimes Opportunity Looks Like Failure

    We had a difficult situation yesterday.  A patient who was having a prophy thought she was having diagnostic casts made but was not scheduled for them.  I asked the hygienist if she felt comfortable doing it and, being the team player that she is, she agreed to try.  She overloaded the tray, the patient was panicked and gagging.  She tried to soothe the patient and instructed her to breathe through her nose.  I used an acupressure point on her wrist and also tried to calm her.  When the impression was removed the patient was distressed and angry.  The hygienist apologized and I told the patient that we would use other methods to prevent the problem from recurring and thanked her for her perseverance in keeping the impression in her mouth.  We thought the situation was over.
    The patient called today and canceled her crown appointment.  I called to ask her if there was a problem and she angrily told me that she was traumatized by the experience and that she would not have any treatment and hung up.
    I was surprised and the hygienist was very upset and guilt-ridden.  Hmm...to me the patient's reaction was strong, but neither right nor wrong, since she is entitled to her feelings.  The hygienist's reaction concerned me more.  She was beating herself up even though she tried her best to serve her patient and the practice.  I wondered if she was upset that the patient had a bad experience or was she afraid she would lose face or be reprimanded.  I told her she did nothing wrong, it was ok to have concern for the patient but not to feel that she had treated the patient badly and certainly not to fear she would be criticized. 
    Good people do the best they can in any given situation.  The hygienist did her best at the moment.  The patient did her best and I did mine.  It didn't work out the way any of us would have liked it to.  So we learn and when we know better we do better next time.
    An employee doesn't improve because of intimidation or punishment.  They want to do better when they are reassured and valued for the effort and not just the outcome.  Next time she will not overload the tray, I believe that. 
    A patient who will not accept a sincere apology and who remembers only the stress and none of the kindness or caring doesn't add much to the joy of a practice.  The only good that can come out of a situation like this is to take the opportunity to show a valued team member that you believe in them and will treat them with respect. 
    Sometimes opportunity comes dressed like failure.  By applying a little mental elbow grease, you can turn a problem into chance to increase a staff member's loyalty and self-esteem.

You Better Believe It

“Anyone wanting to be a leader among you must first be the servant…if you choose to lead you must serve.

                                                   

Jesus

What's Your Practice Culture?

    What is culture?  It is the matrix that supports the life of a thing.  It's the karma, the essence, it's the flavor.  It is flow and vibe and when it's good it's sublime.
    What is the culture of your practice?  Is it supportive, interactive, harmonic?  Do the team members flow with each other, do they watch out for each other and work together to create something much better than they could achieve alone?  Are they considerate of each other's individual needs and preferences?
    What is the character of your team?  Is it humble, honest, kind, generous?  Do the people trust each other and depend on each other?  Does each one want each other one to succeed?
    Good culture feels good.  To everyone.  Patients love a place like that.  Everybody is so nice and really seems to enjoy their job.  Employees love to work in a place like that.  Nobody talks behind your back and everybody helps each other.  Owners love a staff like that. Stress levels go down, satisfaction goes up. These people are worth their weight in gold. 
    How do you create good culture?  It is created, it doesn't just happen.  First, the leader must demonstrate integrity and good character.  Then the leader can empower others to lead.  How many leaders can you have in a dental practice.  All of them.
    Huh?  If everybody leads, who follows?  Everyone follows.  Whenever a hygienist gives home care instructions, she leads a person to better oral health.  When an assistant explains a procedure she leads a patient to higher dental IQ.  When a receptionist confirms patients she leads them to the team that will help them.  When one employee helps another without worrying about who will get the credit, she leads the team to developing the good culture of the practice.  When a boss thanks employees for a job well done he leads the team in developing appreciation and gratitude.
    Once good culture is created, it must be maintained.  Surprisingly, even though good culture works well and feels so good, sometimes people slip into old behaviors that do not work so well.  That's when  leaders can demonstrate the character and integrity that reminds everyone of how good it is when the culture is right. 
    Once good culture is established the sense of peace and synergy becomes palpable and a part of the practice.  People who are immersed in the culture will appreciate and protect it.  They will bring it into other areas of their lives.  The atmosphere of the workplace can affect the atmosphere at the dinner table.  The matrix expands and includes others and the culture spreads and thrives and is passed on and on.  That is how a way of life is developed and a legacy is born.

Let 'Em Eat Ice Cream!

    Sure is hot out there.  Warm weather is great, until it's not.  That's why they call these sticky August days the dog days of summer.  Spirits can wilt and dispositions are not always as bright as they should be.  So shake it up a little and treat your staff to some summer fun.
     It's amazing how much a ice cream cone can turn grown adults into kids again.  But is it really the ice cream or is it knowing that they're appreciated and that someone took the time to do something to show it?  Everybody loves to be told they matter and it doesn't have to be a big ticket item. 
    Instead of waiting for a major event to bestow an expensive reward on your staff, consistently do nice things all through the year.  You expect consistently good performance, don't you?  So show you care and appreciate what they do and they'll never let you down.  Besides, it's fun to see the reactions you'll get!
    While you're at it, take pictures and start a photo album.  It's nice to look back on good times and people that have moved on.  Good memories reinforce loyalty and performance.  The best compliment a manager can get is that the staff enjoys coming to work.  You can make it happen. 

GRUMPY OLD MEN(and women and kids and other 2-legged creatures with teeth)

You know them.  You can see them coming.  They walk through the door, you smile and say "Good Morning Mr. Sourpuss" and he glares at you and says "What's good about it, I'm at the dentist, aren't I?". 
What do you do?  You can't tell him not to let the door smack him in the butt on the way out(even though you may fantasize about it).  No, you must put on your psychologist cap and make a quick decision on how to react.  Having a few tried and true stock reactions can help.  What other tactics are successful for you?  Share your ideas here and feel free to add your dilemma for discussion.

YOU CAN SAY THAT AGAIN!

“Anybody can be great because anybody can serve. You don’t have to have a college degree to serve. You don’t have to make your subject and verb agree. You don’t have to know the second theory of thermodynamics in physics to serve. You only need a heart full of grace. A soul generated by love”.
                                                               -   Martin Luther King, Jr.  -

PATIENT CARE WHAT?

Watch for my first article titled Patient Care Coordinators to be published in the November issue of Contemporary Dental Assisting magazine.

Sorry, I just found out that this article will not be published until next July.  Please feel free to e-mail me if you have any questions concerning patient care coordinators.

WHO CARES?!

    Who cares?  About your patients?  About their fears and concerns?  About what they really want?  About how they experience you and your team and their treatment and time spent in your office?  You should, and if you're reading this, I'm sure you do!  Your staff should care.  Do they?  If they don't can you make them?  Yes, you can, sometimes. 
    How do you show your patients that you care?  You can't fake it, no matter how hard you try.  Insincerity is the most transparent of all attitudes.  Sincerity is a state of mind that can be developed by deeper thinking. 
    Put yourself in your patients place.  How would you like to be treated?  How do you want your patients to describe their experience in your office?  Just as it takes more muscles to frown than to smile, it takes more time and energy to reverse a bad impression than to create a good first impression.
    Make sure that the person who answers your phone cares and has the time to give their attention to the new caller who wants to become a patient or to the existing patient with a question about their bill or a toothache that has kept them awake all night.
     Patients recognize it when the person who is responding to their call is also trying to mouth thank you to the person checking out and hello to the patient walking in the door.  Not to mention the fact that the unsupervised child in the reception area just winged a block through the room that just whacked the beleaguered receptionist in the temple.  A valiant effort on the part of the receptionist, maybe, but the stress and distraction travels right through the phone line and into the patient's awareness.  A chance to make a good impression is lost. 
    What would make this experience better?  Enough front desk staff so that once engaged in a phone call, the receptionist can give the caller her full attention and really pay attention to what the caller needs.  And of course, she must care about what the caller needs.
    In the operatory or hygiene room, is the patient given the chance to understand what today's procedure will entail and are they able to ask questions and express their feelings about what is to be done or is the patient napkin stuck on, topical slapped in and the patient left supine with a wad of gauze and a cotton tip applicator sticking out of their mouth for a indeterminate period of time until the dentist darts in to give them their injection and disappear for another indeterminate period of time? 
    Or.....does your assistant go out to the reception area and warmly greet your patient and walk to the operatory with them and explain what the planned treatment is, what it will entail and how long the patient can expect to be in the office?  Does she have the knowledge to explain procedures and the discretion to know when the dentist is needed to answer questions?  Does she offer the patient a pillow for her neck or headphones and a selection of Cd's to choose from?  When treatment is completed does she escort the patient to the front desk or figure she knew how to get in, she'll find her way out even faster?
    Does your hygienist talk to her patients about conditions she is seeing in their mouth and how to remedy or improve those conditions.  Does she give helpful tips about hard to reach areas and educate patients about toothbrushing techniques and new products.  Does she ask them about their diet and clue them in to foods that seem harmless or even fairly healthy that can cause decay?
    How about you, Doctor?  Your attitude sets the stage for everyone else's.  You have to walk the walk.  If you get annoyed or insulted because a patient questions your treatment recommendation, it won't matter what everyone else does.  And sooner or later, everyone else will sink to the level you establish as the leader of the practice.  Even if you have a practice manager, you are the leader and you set the tone and determine the level of caring in your practice. 
    I have given you just a few ideas about customer service.  I will continue to post more specific practices you can incorporate into your team's performance philosophy that will not only make your patients feel good about you and your team, but will increase your level of satisfaction with what you are providing.

Coming soon:  How to raise the level of care and caring in your practice.

Here I Am!

    Hello.  My name is Linda Zdanowicz and I wanted to start this blog for professionals in the dental  field to share ideas and information about the best way to manage a dental practice.
      I am a certified dental assistant and a certified dental practice administrator.  I've been involved in dentistry for 15 years.  I began my career in 1977 and worked until I had my first child.  After 14 years at home raising children I began to think about what field I would choose to re-enter the workforce.  I considered and discarded a few options, and I realized that the field I really enjoy is dentistry so why not return to that.  I decided I would bite the bullet and enroll in an accredited dental assisting program and pursue certification.  Going back to school at 40 years old was an interesting and thoroughly enjoyable experience.  It was fun to see young students realizing how interesting a career in the dental field can be.  Upon graduating I began working as a chairside dental assistant and then agreed to manage the practice.  It has been a fantastic learning experience in many ways.  There are so many aspects that management of a practice covers, it is amazing that some dentists still try to do it all.  A well trained practice manager can give so much freedom to a dentist.  I hope to be able to help dentists attain that freedom with the ideas I will present in this blog.  Knowledge and ideas are only useful when they are shared.  I look forward to questions and exchanges of ideas from anyone who wants to experience the enjoyment and freedom that can be found in exceptional practice management.