The dental profession, once one of the fastest-growing industries in the U.S. economy, has become one of the most highly affected in the middle of the coronavirus pandemic. And it’s not over yet; most dental offices have begun to open, but have been closed for several weeks to months at a tremendous cost to the practice.
The best Dental Assistants and Hygienists were focused, dedicated and fully engaged in their position. In retrospect, the one thing that was universal to these Dental Professionals was that they were true leaders.
I’ve said it before, I love to develop systems and there are numerous systems that need to be in place in a successful Dental practice. Systems are simply a method of communication regarding how the office operates.
It doesn’t really matter if you’re an entry level Dental Assistant, Hygienist, Office Manager, the Associate Dentist or the Owner Dentist; a day spent treating Dental Patients is just plain arduous work.
The beliefs and behaviors that determine how a Dental Team interacts and handles the business of Dentistry. Business culture can be defined by the Dental Practice owner or develop over time, but solidifies from the totality of the traits of the entire Staff the Dental Practice employs. A Dental Team’s culture can be reflected in its dress code, business hours, administrative and clinical systems, HR policies, treatment of patients, and patient satisfaction.
I recently spent some time with a colleague who asked me to lunch to discuss some problems she was having at work. As I listened to the description of her stressful workplace, I couldn’t help but think there were some very large problems in her corporate dental office setting.
The power of a team lies in its capacity to perform at levels, and deliver results, greater than the sum of its parts. Managers and leaders put a great deal of effort into assembling high-performing teams. Considerable resources are often expended to ensure those teams reach their potential.
We devised a plan to clearly understand what the complaints were; we would go to everyone individually and ask them to anonymously type out the issues as they saw them, place them in a plain white envelope and submit them into a box on the Doctor’s desk.
I read an interesting article about Harvard social psychologist Amy Cuddy who stated that “people size you up in seconds.” In her book “Presence”, Amy Cuddy says people immediately ask two questions:
-Can I trust you? And-Can I respect you?
You might think that an incredible dental patient experience revolves around their level of dental care. In truth, according to a recent study by Becker Healthcare Review, the #1 reason most dental patients cite for being unsatisfied with their healthcare is the customer service.