Click here to enlarge imageIndividually, these activities are important. Collectively, they are part of the grand design of the practice. If they are performed well, they contribute to practice growth and have a positive impact on practice productivity and profitability. If they are handled badly, they detract from practice growth and have a negative impact on practice productivity and profitability.
A commitment to ensuring each of these activities work well is a commitment to every system involved in making the dental practice run smoothly - production, scheduling, collections, case acceptance, and marketing. Every patient is likely to flow through each of these systems on any given day. What that patient experiences in one system will likely impact how that patient will feel about the next. If even one of these systems is not operating at 100 percent efficiency, it can slow things down or make things unpleasant or create chaos somewhere else.
To ensure that this doesn’t occur, you and your teammates must all be vigilant about conducting system reviews to determine what is working and what is not ... and then set goals which will lead to system improvement. Improving any one system will improve the level of patient satisfaction and, at the same time, improve the level of practice success. If the practice succeeds, personal success for every team member is assured.
The chart [above] will give you some idea of what is possible with a strong commitment to patient satisfaction and to the dental economics of practice growth.
This column is for the team to “clip and save” each month. Cynthia McKane-Wagester, RDH, MBA, is a practicing hygienist and president of McKane & Associates, a full-service management-consulting firm. She can be reached by phone at (800) 341-1244, or by e-mail at [email protected].