Since founding Levin Group in 1985, we have made a study of many of the most successful practices, including those that are in the top 10%. By analyzing and observing these practices, we have been able to teach key strategies that I sincerely hope will be beneficial to you and your practice.
One trend that may have the most impact on practices is greater levels of competition. This has occurred as new service delivery models have been implemented, DSOs have expanded, dental insurance has either flattened or reduced patient procedure reimbursements, and practices have expanded many of their services. This article will give some insights into competition and how you might address it to improve the performance of your practice.
Increasing competition
Although competition is never a pleasant challenge to discuss, it is a reality. Dentists are undergoing more competition, which puts pressure on production, revenue, and profit. Additionally, most dental insurance plans are not increasing reimbursements and rising overhead, and inflation are reducing profit. The solution is to understand how to compete effectively. Let me suggest three ways to face increased competition.
1. Maximize the scheduling of all active patients. We find much too often that practices have 15% to 20% of their patients overdue for appointments. Some of them will come back eventually, but you will have lost one or two or more of the visits with revenue that cannot be recovered. Even worse, others may not come back at all. Every day, there should be an assigned time to contact patients who do not have their next appointment so that the practice can continuously bring the number down to under a small percentage of active patients.
2. Diagnose all patients comprehensively. Develop a diagnostic system that analyzes five key categories, including periodontal, restorative, aesthetic, implant, and occlusion. Any of these areas can benefit patients who have specific needs. Practices must take time to educate patients both in the office and through a monthly newsletter about the importance of comprehensive dentistry and the difference it can make in having an enjoyable and successful life. Too many patients view their dental practice as a place to have a cleaning and do not take advantage of all of the potential services.
3. Develop an outstanding level of customer service for the practice. Customer service does not happen by accident. It is a system that must be implemented step-by-step. One of our mantras at Levin Group is that you “Use the same customer service strategies for every patient.” This is the only way to ensure that all patients experience the high highest level of customer service. Patients who have a positive feeling toward the customer service of the practice will keep their appointments, accept treatment, and refer others much more routinely. The best practices we see simply have the best customer service.
Summary
Many steps are needed to implement outstanding service today. These steps include advancing doctor leadership skills, using policies that support a positive culture for the staff, creating strong recognition and appreciation for the team, understanding the right compensation methods to keep the team motivated, and developing a team-based customer service educational model. As team members become motivated and excited about providing outstanding customer service and excellent clinical care, the practice will gradually increase its performance in all areas leading to higher production every year.
Editor's note: This article originally appeared in DE Weekend, the newsletter that will elevate your Sunday mornings with practical and innovative practice management and clinical content from experts across the field. Subscribe here.
