Every practice has the potential to reach the next level. Many dentists are doing fairly well, but can take their practices to the next level by focusing on a few key factors. With the demands of patient care, it can be difficult to find the time to manage the practice, lead the team, and make necessary changes. The following tips can help you release your practice potential:
Practices should adopt an accelerated scheduling model to improve productivity and staff efficiency. Create additional time in the schedule, allowing the practice to treat patients more efficiently and provide better customer service. Remember that your scheduling system controls both production and stress. A more efficient schedule creates better patient flow and reduces practice stress.
Scripting is a critical communications tool that can enhance the verbal skills of the entire team. The goal is to provide patients the right information in the team member’s own words. Scripting should also emphasize comprehensive treatment—an approach that gives patients more options to achieve optimal oral health.
Practices can dramatically increase case acceptance by ensuring that a wide scope of financial options are available to patients. Make paying for cosmetic and need-based dentistry easy by offering these options:
The more financial options you give your patients, the greater the opportunity to increase case acceptance, especially for implants and cosmetic dentistry. The right financial options, combined with other case presentation strategies, can make an attractive smile and an enhanced appearance a reality for more patients.
Every practice needs to track revenues, expense patterns, and resulting profitability. A budgeting process allows the dentist to determine financial goals and then develop systems that support those goals. Be aware that budget control includes not only cost-control measures, but also specific production and collection goals. Be consistent when monitoring practice performance.
Adding new services can help practices achieve growth now and in the future. The key is to select services that are profitable, manageable, easy to implement, and, most importantly, desirable to your existing patient base. Expanding the service mix provides the practice a greater opportunity to present comprehensive dentistry, increase production and boost profitability. Practices should offer a variety of need- based and elective services, including:
The right service mix is key to providing appropriate choices for your patients as well as helping the practice to succeed. Promoting comprehensive dentistry can lead to increased production, less stress, and greater profitability.
Organized morning staff meetings are critical for a productive office. This brief meeting is designed to prepare the staff for the day and ensure the best quality care for patients. Productivity is achieved in three ways. First, performance is benchmarked against goals for all key categories (production, collections, case presentation, accounts receivable and accounts payable). Second, the schedule is reviewed to determine if any issues exist, including emergencies. Third, opportunities are identified for case presentation.
Team members must have clearly defined job descriptions outlining specific responsibilities. It is important to incorporate accountability into the systems. Taking into account how hectic a dental practice schedule may be, the goal is to ensure that team members: know their responsibilities, are well trained to perform their duties efficiently, and gain professional satisfaction from their work.
Patients must feel special from the moment they walk into the office, whether it is the first time or the fiftieth. This occurs when every interaction has been exceptional, causing patients to be amazed at the level of customer service.
Enthusiasm is a critical component of excellent customer service. It is not enough for staff members to thank patients for selecting the practice. The dental team must do it the right way—sincerely and enthusiastically.
Improving customer service requires a systemized approach that is repeated for every patient, every hour, every day. An effective way to ensure quality customer service is to provide patients with a survey form that allows them to rate aspects of your practice.
