Exceptional Dental Practice Management

Waiting For Perfect

   

Do you have an ideal in your mind of what you want your team and your practice to be?  That's fine, it's great to have goals to work toward and a vision to aspire to.  But, are you waiting for things to be perfect before you can be happy and content?  I hope not.
    Most of the time, people and situations will fall short of our idea of what would be perfect.  We disappoint and we get disappointed.  I remember going to Florida on vacation with my parents when I was 14.  I had a vision of sandy, two lane roads lined with palm trees and a view of the beach out of every window.  I think I really expected the I-95 scenery to transform into exactly that as we crossed the line from Georgia into Florida.  Hey, what's a kid from New Jersey supposed to think?  Well, it wasn't like that at all.  It was a continuation of the same highway we'd driven for the past two days.  Disappointed?  You bet.  But, somewhere along the way I accepted Florida for what it was, which was actually pretty good, and really enjoyed the vacation. 
    Why do we sometimes have a hard time doing that with the people in our lives. Now, if you are in a really dysfunctional situation, of course you should actively be working to fix it.  I'm talking about practices that are staffed with people who really have good intentions and a desire to do well. I work with a wonderful group of people, but I have to admit, there are days when I focus more on what I wish they'd be and do, rather than appreciate what they are and what they give.  A sure recipe for frustration and a bad disposition.  Luckily, after a disgruntled few hours, I always see the goodness that was always there.  I work with imperfect people who are perfectly kind, generous and sincere.  Just like me.
    I think the thing that grounds me and me back to reality is considering the many ways that I likely disappoint others.  How would I want them to respond to me?  Uh huh, lends a little clarity to the big picture, doesn't it?
    The point is this:  it's great to keep moving forward and getting better and encouraging others to grow as well.  At some point, however, we have to learn to be content with what is. If we can not rest in our reality, pleased with what we have and satisfied with who we're with, we will not only be endlessly waiting for perfect, we will forever be waiting for contentment and happiness.  And time is slipping by.

The Most Important Job, Oh Really?

   

I didn't forget about this topic, I just haven't been feeling well, so please excuse my absence.  So, did all of you assistants and hygienists think, "Hmmph, how can she think the front desk assistant has the most important job?  At least she gets to sit in one place and answer phones all day.  It's almost a glamour position."  Well, we won't go there because we can all acknowledge that there's a lot more to it than that.  But, you're right, what about the clinical team?
    Think about it.  The assistants and hygienists have to put on a happy face all day no matter how they are actually feeling.  I will tell you this, the hygienists in our practice are a case study in grace.  They each have personal challenges that they have been dealing with for an extended period.  Both come to work everyday and behave in a professional manner.  Not only that, they are both warm and caring to their patients and considerate and helpful to other staff.  They leave their troubles at the door and focus on what they are doing.  Absolutely inspirational.  To me, that makes them irreplaceable.  Oh sure, if one of them left I could find someone else to take the position.  But, I'd be hard pressed to find someone to be who they are to our practice and our patients.  So, doesn't that mean that they have the most important job?  Nope.
    Now, since I'm the only assistant in our practice right now, I won't use myself as the example of the da.  Any hard working da can make the case for being extremely valuable and maybe even most important.  They work side by side with the dentist all day.  They learn his way of working and his preferences, and a good one can read his mind in the operatory.  They figure out ways to make the impossible schedule, possible.  She works hard and just keeps going until every patient is seen.  She can explain treatment, calm fears and present treatment plans.  She works with the other staff to see that everyone is getting what they need.  She's the smiling face and has the encouraging word to help the dentist keep going through the crazy days when it seems that every patient in the practice has a broken, abcessed central incisor that must be taken care of immediately because their daughter is getting married in the morning.  She is sanity and he needs her there to keep him from going crazy.  But, she's not the most important one either.  Hmmm. 

American Academy of Pediatric Dentistry and Philips Sonicare Unveil New Healthy Smiles Program

Here is some info that was emailed to me from Phillips Sonicare.  They are also introducing a kid's Sonicare that will retail for $69.99.  I don't usually promote too many products, but I've used Sonicare for years and love it.  Also, I'm happy to see a program aimed at helping parents improve kid's oral health.                                                                                                       

 

American

Academy

of Pediatric Dentistry and Philips Sonicare Unveil New Healthy Smiles Program at the AAPD 62^nd Annual Session

 

Featuring

U.S.

Olympic Figure Skater Kristi Yamaguchi, Healthy Smiles: A Family Guide Aims to Help Children Achieve a Lifetime of Good Oral Health

 

About Healthy Smiles

The program was created to help educate and empower parents to take a more active role in their children’s oral health from an early age. It includes an educational DVD and guidebook, which is available to dental professionals as an engaging tool to help educate parents and provide them with important oral care tips.

 

The guidebook and a 5-minute highlight video are also available for download on the Philips Sonicare website at www.sonicare.com/dp. 

 

The AAPD and Philips Sonicare hope dental professionals will share this valuable information with their patients as part of their ongoing commitment to helping parents and children alike achieve lifelong healthy oral care habits.

 

Healthy Smiles Guide

• Outlines AAPD recommended dental care information for children of all ages, healthy eating habits and includes important questions for parents to ask their dental care provider
• Provides parents with toothbrush guidelines so they can choose the right brush for their growing child

Healthy Smiles Video

• 30 minute DVD features

  U.S.

  Olympic figure skater Kristi Yamaguchi, who has two young daughters and knows first-hand the importance of teaching children good brushing habits
• Spotlights real-life parents and their children learning effective oral care routines
• Provides valuable advice from leaders in the dental industry including Dr. Beverly A. Largent, President of AAPD and Linda Blackiston, RDH, manager of Global Professional Education at Philips Sonicare

 

Additional Information

• Philips Sonicare is distributing free copies of the DVD and guidebook at its booth #424 during the AAPD 62^nd Annual Session
• The video will air on various national television channels throughout the year

 

To find out how to order copies of the Healthy Smiles video and guidebook after the AAPD meeting, please visit www.sonicare.com/dp.

 

For more information:

Blake Sweat, blake.sweat@mslworldwide.com, 212-468-4097

Treat Me Like Dirt

   

And I'll tell everyone who will listen.  And then they'll tell everyone who will listen.  And it quickly goes viral.  Here's what made me write this:
    A few weeks ago a co-worker and I ate lunch at a place that has a buffet.  We like their food in general and like the idea that it's a buffet, so supposedly no waiting will be involved.  We hate the fact that they never seem to have much ready on the buffet. As we were being seated, I mentioned to her that it would be good if they had more ready.  I also asked the server to prepare a to-go order for my boss.  A few minutes later she came to our table and berated me for the comment I had made to my friend and said that they only take 20 minutes to prepare more food.  I told her that defeats the purpose of a buffet.  We only had 40 minutes, that's why we came to a place with a buffet.  She made another snippy comment and flounced away without taking our drink order.  We had to call it to her as she stormed by again.  Near the end of our lunch she came by and tossed my boss's lunch on the table and said that we probably wouldn't be able to get it again as it's not on the menu.  If she had said that when I asked for it, I'd have ordered something else.  All in all, horrendous service.  I asked if the manager/owner was in and she said she'd be in at 3 and I could call her then.  She obviously wasn't at all concerned with our dissatisfaction.
    When I called back, the owner said the server had told her what happened and defended her as her best employee.  I hadn't even told her my concern yet.  I told her that we used to like going there for lunch, but if that was going to continue to be what we could expect, we'd go elsewhere.  She did not care.
    A few days ago a patient came in and told us that he had eaten there and his food was somewhat burned.  It had happened before and he'd mentioned it to the server.  When the server came over and asked how their food was on this day, he said that it was burned.  She took his name and number and said the owner would call.  Well, the owner did call and left a message on his machine informing him that since he'd complained twice, she was banning him from the restaurant.  He was no longer welcome to come and pay for burned food.
    Now, think about it.  The patient bothered to mention this incident to his hygienist during a recall visit.  This is a small town.  She immediately told me about it because of our previous experience.  This patient is an extremely nice man.  The combination of such rude treatment and such a nice man makes it twice as bad.  There are six of us in the office who will now never eat at this restaurant again.  We will probably mention it to anyone who brings up the place.  God only knows how many people our patient has mentioned it to if he's telling his hygienist. 
    What it comes down to is this, people want to feel good about themselves.  The way others treat us influences our feelings about ourselves or about them.  Treat a patron badly and they might eventually forgive you, but they'll rarely forget or trust you again.  Treat them badly and don't extend an apology and they are going to talk because they want reassurance that they did nothing wrong and confirmation that yes, you were treated horribly. 
    Bad news travels faster than good news when it occurs in dental practices.  Think about it, if you promise to treat your patients well, make it your "thing", and consistently deliver great service.  Patients expect nothing less and become accustomed to it.  It's not news anymore and they don't leave and tell their friends, "Oh, you can't believe what a great dental visit I just had!".  But, when someone asks for the name of a good dentist, they'll rave about you.  So good gets less press, but it gets referrals, so keep it up.  Give a patient poor, unkind, or uncaring treatment however, and you are in for it.  They will tell the first person they see after the visit.  Someone calls them on the phone, they will get an earful, even if the patient remains a patient and comes back, they've still panned you to at least 5 people.  Those 5 will never give you a chance.  You can't afford to chalk it up to a bad day, bad news, cramps or a sick family member.  You have to deliver good, caring treatment.  If you can't put whatever is bugging you aside, then you really should stay home.  Nothing destroys a business or practice faster that bad word of mouth that quickly goes viral. 
    It's too bad for the restaurant.  It's got a lot of good things going for it, but the bad outweighs that.  I doubt that they will turn it around and that's a shame.  No one opens a business intending to fail.  That's not enough though.  You have to have a vision for how to succeed and this place missed that step.  Make sure that you have your vision firmly in place and consistently followed.
Listen to your patients and follow up on their concerns, don't just dismiss them.  If a problem occurs, deal with it appropriately.  It may just be a misunderstanding so follow through to a win-win conclusion.  You can guide the word of mouth if you care enough to listen to complaints and deal with them.  I remember in grade school, hearing a teacher compare gossip to scattering the feathers from a pillow on a windy day.  It's impossible to run around gathering them all back.  Once it's out there, it's out of your grasp.  It's the same with bad word of mouth,  you can't undo the damage, so do everything you can to make sure the feathers that get out there are working for you, not against you. 

The Most Important Job

The most important job in the dental office is the front desk, of course.  She is the face of the practice.  Everyone gets their first impression from the way she answers the phone and greets them when they arrive. 
She is the general giving everyone their marching orders.  The order of the day is determined by her scheduling.  It will also set the tone for the staff.  They will be running around like lunatics, working productively at a comfortable pace, or sitting around staring at a schedule full of holes.  It's all up to how she does her job.
Your hygienists depend on her to keep their schedule full.  If she allows a lot of cancellations to go unscheduled the hygienist will be in the uncomfortable position of sitting there with nothing to do. 
The dentist relies on her to make every day satisfying with a mix of procedures that will guarantee steady production.  Nothing worse than running like crazy through a day filled with crown cements and denture adjustments and looking at an anemic deposit in the evening.
The patients count on her to get them in when they have a problem.  They want her to remember them by name and even remember a little bit about their last vacation, their kids, their hobbies and what sports they play and what kind of dog they have.  They want her to make their insurance pay and to understand when they come for their crown prep unprepared to pay.
So, it stands to reason that she has the most important job in the practice...but, wait a minute.  Look down the hall, there's those hard-working hygienists and assistants.  The dentist just poked his head out of his office, he's kinda important, too.  Stay tuned, we'll talk about them tomorrow.  Who do you think is most important?

Are You Riding In the Backseat?

Or do you take the wheel once in a while?  In many dental practices you'll find the doctor and one other employee seem to come up with all the ideas.  The rest of the staff are willing to go along, but rarely come up with an idea of their own.  It makes me think of a family going on a long car ride to reach a vacation destination.  Everyone is excited to go and more than willing to take the ride, but the parents have done all the planning and research for the vacation.  They've made the reservations and decided how to spend each day.  Everyone will enjoy the vacation but the parents do all the driving. 

Well, you may think, of course that's the way it will be, they're just kids.  You're right, but in a dental practice we're all adults and we can all take a turn at the wheel.  Even a well progressing, productive practice will be even better if everyone takes part in thinking of new ways to serve our patients, researches new products and techniques and looks for things we are already doing that can be done in a better or new way.

Sometimes the leaders in a practice have to examine the culture to make sure that it allows everyone to feel comfortable coming up with ideas and making suggestions.  If someone dares to express an idea and is met with dismissal of that idea, condescendence, or hostility it will be a long time, if ever, before they chance it again.  So, that means we have to reward them for coming to us with innovations, even if we don't implement them.  A reward can be as simple as praise and gratitude.  Or, you may set up a challenge that encourages staff to submit their ideas in return for a chance to win something fun. 

I'm an idea person and I realize that many of my ideas will not be implemented due to time or financial restrictions.  But, I also know that the best of my ideas will be used and often at a satisfying benefit to the practice and patients.  Let your staff know that just because their ideas aren't all used, it doesn't mean that they're not good, just not usable right now.  Remind them that the more ideas you get, the more chance that you'll get some that will really make an impact. 

Getting everyone out of the backseat now and then will make things much more exciting and will benefit the practice and the staff.  It's energizing to see something that you thought of, put into use.  Letting someone else take the wheel now and then doesn't diminish your driving, it gives you a chance to refresh yourself and let's you get farther than you would if you wore yourself out while everyone else was looking out the window.

What Makes Great Teams Great?

   

Everyone wants to have a great team, it sounds just...well, great, doesn't it?  So how do you get a great team?  I'm sure you realize that great teams don't just happen, they're built, grown, developed and worked on, day in and day out.  It's takes a lot of work, heart, dedication and commitment. 
    You have to start with a vision for your practice.  You have to know what you want your practice to be and how you want to treat your patients.  You have to be able to tell your staff what you want day to day life in the practice to be and how you want it to feel.  Then you have to find the people to help you get that.  That's where the great team comes in.
    Maybe you have a staff that you feel you can develop into a great team.  If you do, meet with them and tell them about your vision and your plan to build a great practice culture with them.  If they react enthusiastically, you're on your way.  You might be just starting out, that's ok.  You may have to kiss a few frogs along the way, but you will eventually hire the right people. 
    So, once you have your vision and the right people, you're ready to get started.  You have to commit to working with high integrity.  You have to develop trust with each other.  You have to want to help each other be your best.   Eventually, you all find you can be no other way.  Having high integrity is something you should talk about and check yourself on consistently.  Integrity makes you do things right and to do the right things.  It makes it easy to choose because integrity will pull you toward the right choice.  Integrity makes people work well together because they all want the right things for each other and the patients. 
    When one of you accomplish something, you all feel great about it.  Your patients come in and comment on how great everyone is.  They feel like they are in the right place and tell others about it.  You go home at night feeling satisfied with your day and work.  You drive to work looking forward to the day.
    Great teams adapt to whatever is thrown at them.  They are able to work together to find solutions to problems.  A bad economy makes them find ways to make things work in a different way.  They have a heart for the practice and for the patients.  Putting that together means that the patients will get what they need and the practice will continue to do well.
     Building a great team doesn't just happen, but once you make it happen you'll realize that you'll do anything to keep it great.