“Court orders dentist to pay $85,000 to employee fired for safety complaint.” “Fears for more than 11,000 dental patients who could have been exposed to HIV and Hepatitis due to poor cleaning and sterilization” “Dentist accused of being a menace to the public health faces 17 OSHA violations and a revocation of his license.” When it comes to headlines like … Read More
By Dr John Meis, DDS, FAGD, DICOI and Wendy Briggs, RDH Over the years, we have seen many practices struggle to navigate difficult waters. In fact, it seems that lately, there are an alarming number of practices having serious challenges staying on course. Some are facing serious economic challenges. Others are having a struggle to attract New Patients. Your frustrations … Read More
Anytime you’re on the phone and you have to answer “no,” that means a patient’s asking for something that you aren’t offering. ” Pay attention to anything your patients repeatedly ask for and that you’re repeatedly saying “no” to. Pay attention to what you’re not delivering and then change your policy to accommodate. There are going to be some policies … Read More
Imagine you are a young mother with a couple of kids. You and your husband are just starting out in the world. You both have jobs. Both of you are working hard. You’ve got a house and cars, but you’re stretched very thin (as probably all of us were at some point in our lives). Now imagine that your husband … Read More
Of all the mistakes we hear on the phones, the hardest one to measure is how well a team member connects with a patient at an emotional level. Patients, particularly new patients, are hypersensitive to these things. If you aren’t careful, even trained employees can come across as efficient but cold or uncaring. The five “C”s is a framework for … Read More
Always look at the experience from the perspective of the patient. Make sure their experience is superior in every way. See everything from their point of view and modify what you’re doing accordingly. To paraphrase the most powerful thing we learned from Greg Stanley: Gain a clear understanding of what your patients want when they walk in the door. Then … Read More
Kaizen is a Japanese word that means to take apart and put back together better. Japanese manufacturers, such as Toyota, perform Kaizen on their systems. They aim to achieve flow when a car being manufactured moves down the line without ever stopping. There’s a constant flow of things going onto the car. It’s timed just right so each step has … Read More
