QUALITY

transcript

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

TERRY REILLY HEALTH SERVICES

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

• ““So live that you would not mind selling So live that you would not mind selling your pet parrot to the town gossip”your pet parrot to the town gossip”– ~ Will Rogers~ Will Rogers

““Character is what you are Character is what you are in the dark” in the dark”

~ D. L. Moody~ D. L. Moody

Integrity in a person: Integrity in a person: • Consistently honest and sincereConsistently honest and sincere• Continuity of character across social Continuity of character across social

boundariesboundaries• Faithful to commitmentsFaithful to commitments• Does the right thingDoes the right thing• Pleasantly does what they say they Pleasantly does what they say they

will dowill do

Bold and Bare FactsBold and Bare Facts• Most people feel they have high Most people feel they have high

integrityintegrity• Yet, 93% of American workers admitted Yet, 93% of American workers admitted

to lying to lying regularlyregularly at workat work• 60% said they knew of an ethical 60% said they knew of an ethical

violation at work but did not report itviolation at work but did not report it• 47% of Fortune 1000 secretaries had 47% of Fortune 1000 secretaries had

been asked to lie been asked to lie by their bossesby their bosses

• With no malicious gossipingWith no malicious gossiping• No backbitingNo backbiting

•OWN YOUR OWN YOUR MISTAKEsMISTAKEs

•Respect your co-Respect your co-workers!workers!

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

= = • We laugh at honour and are shocked to We laugh at honour and are shocked to

find traitors in our midst. (C.S. Lewis)find traitors in our midst. (C.S. Lewis)• Rather fail with honour than succeed Rather fail with honour than succeed

with fraud.. (Sophocles)with fraud.. (Sophocles)•The fate of humankind is often The fate of humankind is often

determined by specific, determined by specific, positive or negative, social positive or negative, social estimation of honor.estimation of honor.

•We are often given awards for We are often given awards for honorable acts.honorable acts.

Honor VS IntegrityHonor VS Integrity• ““He acts with integrity”He acts with integrity”• We find his actions honorable.We find his actions honorable.

• So integrity is what we emanateSo integrity is what we emanate• Honor is abiding by the highest social Honor is abiding by the highest social

codes within a given groupcodes within a given group• Honor is Honor is ACHIEVED through others ACHIEVED through others

acknowledging our actionsacknowledging our actions

CODE OF HONORCODE OF HONOR• U.S. Navy places honor among the U.S. Navy places honor among the

highest achievements.highest achievements.• It greatly supports self-esteem and It greatly supports self-esteem and

gives us a sense of purposegives us a sense of purpose• It enhances our IntegrityIt enhances our Integrity

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

Empathy

HonorCOMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

Contrasting phenomenaContrasting phenomena• Sympathy – “I’m sorry for your pain”Sympathy – “I’m sorry for your pain”• Apathy – “I ignore your feeling”Apathy – “I ignore your feeling”• Telepathy – “I know how you feel, I’m Telepathy – “I know how you feel, I’m

reading your mind”reading your mind”• Hip – “I sense your vibes”Hip – “I sense your vibes”• Empathy – “I Empathy – “I understandunderstand how you how you

feel”feel”

Bottom LineBottom Line•The more time we spend thinking of The more time we spend thinking of

others the more we are liked and others the more we are liked and the less we worry about ourselves.the less we worry about ourselves.

•Truly understanding others leads to Truly understanding others leads to caring, thoughtful actionscaring, thoughtful actions

• It is the opposite of egocentric It is the opposite of egocentric actionaction

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

COMMUNICATIONCOMMUNICATION

• ITS: “HOW YOU SAY IT”ITS: “HOW YOU SAY IT”• IT’S: “WHAT YOU IT’S: “WHAT YOU DON’T DON’T

SAYSAY””• THEN IT’S: “WHAT YOU SAY”THEN IT’S: “WHAT YOU SAY”

Lack of Lack of CommunicationCommunication

• Leads to mistrustLeads to mistrust• Leads to wrong conclusionsLeads to wrong conclusions• Leads to inefficiencyLeads to inefficiency• Degrades TeamworkDegrades Teamwork• Lowers MoraleLowers Morale•Say what you think -Say what you think -

respectfullyrespectfully

WHAT PEOPLE REALLY WHAT PEOPLE REALLY “HEAR”“HEAR”• CONTENT – 24%CONTENT – 24%• INFLECTION – 30%INFLECTION – 30%• NON-VERBALS – 46%NON-VERBALS – 46%

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK ATTITUD

EFFECTIVENESS

RELIABILITY

•A SPECIAL NATURAL A SPECIAL NATURAL ABILITY OR APTITUDEABILITY OR APTITUDE

DON’T BE SATISFIED WITH DON’T BE SATISFIED WITH BEING THE “BEST”-BEING THE “BEST”-BE BE BETTER!!!!BETTER!!!!WWE CAN INCREASE OUR TALENT!E CAN INCREASE OUR TALENT!• We have enough innate abilityWe have enough innate ability• We have the capability We have the capability • We have the “know how”We have the “know how”• We have what it takesWe have what it takes•THERE IS NOTHING HOLDING THERE IS NOTHING HOLDING

US BACK BUT OURSELVESUS BACK BUT OURSELVES

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIVENESS

RELIABILITY

THE WHOLE IS GREATER THAN THE WHOLE IS GREATER THAN THE SUM OF THE PARTSTHE SUM OF THE PARTS

• No team has ever won without No team has ever won without complete support from every team complete support from every team membermember

• When you are at work never lose sight When you are at work never lose sight that you are either contributing to the that you are either contributing to the team or letting the team downteam or letting the team down

• Personal lives just have to take a back Personal lives just have to take a back seatseat

Examples of great teamsExamples of great teams• BSU – their individual talent was less BSU – their individual talent was less

than several of their opponents but the than several of their opponents but the sum was greatersum was greater

• Biologic teams – coral reef, your body, Biologic teams – coral reef, your body, the rhizomes that are vital to plant the rhizomes that are vital to plant growthgrowth

• The Blue AngelsThe Blue Angels• Are we a great team? Are we a great team?

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIVENESS

RELIABILITY

Patients’ ExpectationsPatients’ Expectations • Telephone courtesy – smiling voice that Telephone courtesy – smiling voice that

sounds eager to helpsounds eager to help• The staff seems genuinely concerned for The staff seems genuinely concerned for

their welfaretheir welfare• Not distracted be personal conversationsNot distracted be personal conversations• Non-verbals show a deep respect for Non-verbals show a deep respect for

their time and concern for quality caretheir time and concern for quality care

Patient expectationsPatient expectations

• Respect for their time – appointed Respect for their time – appointed patients should not wait more than 15 patients should not wait more than 15 minutes without an explanationminutes without an explanation

• Courtesy – even when it hurts!Courtesy – even when it hurts!• The center of focus for all staffThe center of focus for all staff• Treated with utmost professionalismTreated with utmost professionalism• They are the source of our They are the source of our LIVELYHOOD.LIVELYHOOD.

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIVENESS

RELIABILITY

ATTITUDEATTITUDE• Is a Is a habithabit that requires practice that requires practice• Go out of your way to help someone Go out of your way to help someone

elseelse• Evaluate all negatives in your life – Evaluate all negatives in your life –

LET THEM GO!LET THEM GO!

ATTITUDEATTITUDE• Evaluate all negatives in your lifeEvaluate all negatives in your life• Be prepared to change:Be prepared to change:

FriendsFriendsFamily – I’M NOT KIDDINGFamily – I’M NOT KIDDINGHabitsHabits

ATTITUDEATTITUDE

• Refuse to use negative languageRefuse to use negative language• You will be the way you talkYou will be the way you talk• We become what we think about and We become what we think about and

we talk the way we thinkwe talk the way we think• Believe it or not, you control every Believe it or not, you control every

thought!thought!

attitudeattitude• Accountability verses VictimAccountability verses Victim• A way of lifeA way of life• A way of reactingA way of reacting• We do not control what happens in We do not control what happens in

life, we control how we react to it.life, we control how we react to it.• It takes 21 days to de-trigger a bad It takes 21 days to de-trigger a bad

habithabit

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIENESS

RELIABILITY

Effectiveness is a Effectiveness is a measure of meeting measure of meeting goals, objectives and goals, objectives and

expectationsexpectations

Ways to be effectiveWays to be effective• Always be on timeAlways be on time• Complete all assigned tasks efficientlyComplete all assigned tasks efficiently• Look for ways to improveLook for ways to improve• Be pro-active in creating ways to help your Be pro-active in creating ways to help your

teamteam• Find the best avenues to work within the Find the best avenues to work within the

scope of your jobscope of your job• Find ways to improve your own job description Find ways to improve your own job description

and enhance you team’s effortsand enhance you team’s efforts

Ways to be Ways to be ineffectiveineffective• Chronically lateChronically late• Calling in sick just because you want the day Calling in sick just because you want the day

offoff• Having a chip on your shoulder about a fellow Having a chip on your shoulder about a fellow

staff memberstaff member• Looking at the negative rather than finding Looking at the negative rather than finding

the positivethe positive• Thinking about personal problems and Thinking about personal problems and

forgetting work issuesforgetting work issues• THAT’S NOY MY JOB!THAT’S NOY MY JOB!

TERRY REILLY DENTAL TRIPLE TERRY REILLY DENTAL TRIPLE “E” AWARD“E” AWARD

•EFFICIENCYEFFICIENCY•EFFECTIVENESSEFFECTIVENESS

•EFFORTEFFORT

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIENESS

RELIABILITY

• In many jobs, it does not cause great In many jobs, it does not cause great problems to be late or missingproblems to be late or missing

•NOT IN DENTAL!NOT IN DENTAL!

• The nature of our work makes reliability The nature of our work makes reliability very importantvery important

• When one of us is missing someone else When one of us is missing someone else has double the load because the number of has double the load because the number of patients remains the same.patients remains the same.

• We have very small staffsWe have very small staffs• We do our best to accommodate personal We do our best to accommodate personal

needs whenever possible but needs whenever possible but we need we need you.you.

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAMWORK

ATTITUDE

EFFECTIENESS

RELIABILITY

Quality DefinedQuality Defined

• Quality has no specific meaning unless Quality has no specific meaning unless it is related to a specific functionit is related to a specific function

• Quality is perceptual, conditional, and Quality is perceptual, conditional, and somewhat subjectivesomewhat subjective

•A MEASUREMENT OF A MEASUREMENT OF COMPLIANCE TO ESTABLISHED COMPLIANCE TO ESTABLISHED REQUIREMENTSREQUIREMENTS

BUT BUT EXCELLENTEXCELLENT QUALITY SHOULD ALSO QUALITY SHOULD ALSO CONTAIN A MEASURE CONTAIN A MEASURE

THAT EXCEEDS THAT EXCEEDS REQUIREMENTSREQUIREMENTS

•If you are going to achieve If you are going to achieve excellence in big things, you excellence in big things, you develop the habit in little develop the habit in little things. Excellence is not an things. Excellence is not an exception, it is a prevailing exception, it is a prevailing attitudeattitude

Colin PowellColin Powell

•There is one quality which one There is one quality which one must possess to win, and that is must possess to win, and that is definiteness of purpose, the definiteness of purpose, the knowledge of what one wants, knowledge of what one wants, and a burning desire to possess and a burning desire to possess itit

Napoleon HillNapoleon Hill

VisionVision• Pathway for the futurePathway for the future• Strategy for the dental departmentStrategy for the dental department• Motivates the teamMotivates the team

Goal SettingGoal Setting• Achieve the visionAchieve the vision• Improve your departmentImprove your department• Written, Measureable, with deadlinesWritten, Measureable, with deadlines

EXCELLENT QUALITY EXCELLENT QUALITY IN DENTISTRY IN DENTISTRY

INCLUDESINCLUDES• World Class TalentWorld Class Talent• World-Class EfficiencyWorld-Class Efficiency• World-Class Customer SatisfactionWorld-Class Customer Satisfaction• World Class IntegrityWorld Class Integrity• World Class HonorWorld Class Honor• World Class TeamworkWorld Class Teamwork• World Class Reliability World Class Reliability • World Class AttitudeWorld Class Attitude• World Class CommunicationWorld Class Communication• World Class EmpathyWorld Class Empathy

YOU CAN BE BETTER YOU CAN BE BETTER ONLY IF YOU STRIVE ONLY IF YOU STRIVE

TO BE BETTERTO BE BETTER

Then go beyond Then go beyond it!it!

You canYou can

QUALITY

INTEGRITY

TALENT

PATIENT SERVICE

DENTAL DEPARTMENT

PYRAMID OF QUALITY

EMPATHY

COMMUNICATION

TEAM WORK ATTITUD

EFFECTIVENESS

RELIABILITY

QUALITY

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