Be The Change

"You must be the change you want to see in the world."

                                    ~Mahatma Ghandi~

What are things like in your world these days?  Are you and your family feeling an economic pinch?  I read an article the other day that said if you're hurting because of the economy now, you'll still be hurting in a year, but if you're doing ok, you'll still be doing ok in a year.  Seems pretty random, doesn't it?  Why do some hardly feel any effect while others are truly suffering?

It seems to be the same in dental practices.  While some dentists are laying off staff, shortening hours and even cutting back on days, others can't find enough hours in the day to see all their patients.  Some of it has to do with demographics.  In areas where many patients have been laid off and lost their insurance, practices are feeling it, too. 

Some of it has to do with attitudes.  If a dentist and his staff are constantly bemoaning the economy it can affect the way they present treatment and even the treatment the dentist recommends.  It's easy to allow discomfort or fear to guide your thoughts, but be careful not to let your concerns keep you from giving patients all their options. 

Finally, sometimes we just forget to think outside the box.  In this case, the box becomes the economy.  The in the box thinking might be: "The economy stinks so patients won't want treatment.  If I tell them they need a crown, they'll think I'm just trying to help myself and that I don't care about how they're doing.  They'll get mad and go somewhere else."  Outside the box thinking goes like this: "Mrs. Jones would really benefit from a crown, but she might need to just do a composite right now.  I'll let her know that the composite can take the place of the build-up I'd have to do and have my office manager talk to her about a payment plan so that she can get the treatment she needs as soon as possible and pay in a way that doesn't stress her too much."

Some dentists are seeing a slow down in their hygiene schedules.  A lot of them might be cutting hygiene hours or doing their own hygiene.  When they do this they not only do their hygienists suffer, they hurt themselves, as well.  If you don't have patients in your hygiene chair, you don't have patients to examine and schedule treatment for. 

Oh, I can hear you now.  You think I've lost my mind.  Why are you going to let a hygienist keep her hours if she has nothing to do?  Yes, that would be crazy, so don't let that happen.  Here's the inside the box thinking: "If my hygienist isn't cleaning teeth, I'm just paying her to sit there and do nothing."  Here's the out of the box mentality:  "Julie's schedule has been really open lately.  How can we use her open time in a way that will help our patients and the practice?"  Your hygienist can help out with some assisting duties and enable you to move more easily from patient to patient by cleaning temporary cement, taking impressions, or assisting chairside.  She can get on the phone and try to find patients who've fallen through the cracks. 

Now, here's the change you can be in your world.  Think of the many patients who have been in your practice for years, that may now be struggling financially.  Ask your front desk assistant if patients have been declining recall appointments because they just can't afford it right now.  Make a list of the long term, "good" patients who fall into this category.  Have your most diplomatic, well-spoken employee, maybe that hygienist with downtime, call the patient and offer a recall free of charge.  Just remember, you have to do it in a way that allows the patient to keep their dignity.  Here's a suggestion: "Mr. Davis, Cindy told me that when she called you the other day to schedule your recall, you said you couldn't afford it now because your business is really struggling.  I'm sorry to hear that you are having difficulty, but we don't want to see dental problems added to your worries.  You've been a wonderful patient for years and we'd like to schedule a recall for you at no fee in gratitude for your loyalty all these years.  Dr. Jones wants to play a part in making things better for our patients.  We ask that you pay it forward by helping someone else in whatever way you can.  If we all help each other, we'll all be better off."  This is a good thing to do because it's a humanitarian thing to do.  It's also a good business decision because it keeps patients involved in their dental care and keeps it a routine part of their life.   When things get better it's much easier to continue treatment with a patient who has been seen regularly, then it is to reactivate patients who've drifted off.  The savings in staff time spent trying to reactivate patients may alone make up the cost of those prophies provided at no fee.

We have choices, we can sit and bemoan our fate or situation or we can do something positive.  It costs little in materials to provide a prophy.  It creates a lasting impression when we reach out to care in this way.  People don't forget it when someone helps them when they are down.  They tell other people, too.  Your staff sees your goodness and it cements them in their loyalty to you.  You are truly being a caring provider and walking your talk.  When you do good, you feel good.  Generous acts beget good feelings and positive results.  You become a positive influence in the lives of others.  You become the change you want to see in the world.

Comments

[Linda Douglas]

Really nice article, Linda. Lots of great ideas; it goes to show that you don't have to be lean and mean to do well in today's economy.

[Linda Zdanowicz]

Thanks Linda, glad you liked it. If we all help each other, we all help ourselves in the process.

[Western Dental]

Your articles are very well though out and written. I like the detailed analysis.