Date post: | 06-May-2015 |
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Health & Medicine |
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Sharing our Success
Growth using National Quality Standards
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Top Issues facing Dentists
FinancialNew Patients
TechnologyHiring & staff management
Dental Insurance
Economy
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Baldrige can help• Used by governments, schools,
manufacturers & health care
• Hospitals using Baldrige:• Are 83% more likely to be among
Thomson Reuters Top Hospitals• Outperform non-Baldrige hospitals on 6
of 7 100 Top Hospitals measures• Of 100 Top Hospitals winners, 80%
extensively use Baldrige practices
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
1. Discover the Baldrige2. Learn to use measurable
criteria to make decisions3. See examples from a
group practice so you can steal & adapt!
Course Objectives
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Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
HealthPark Dentistry
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Group Practice Model
• 3 GPs• Oral Surgeon• Orthodontist• Pediatric Dentist• Periodontist
• Specialists 1 day/week
• Win-win for specialist, practice, RDH, admins, assistants
• My role
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Dental Staff Training Manuals• Legionnaires disease
(later AIDS) changed sterilization from no gloves to mini hospital operating room
• Word of mouth training left risky gaps
• Written manuals solved the problem
• Grew into Levels for assistants, hygienists, secretaries
• General levels for all
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
American Society for Quality
• 80,000 ASQ members worldwide (156,000 ADA members)
• ASQ helps organizations improve their quality
• Invited small business owners to learn quality
• Dr. Smith & Jill partnered to apply the concepts
• Dr. Smith focused on dental skills – MAGD, Dental Society
plus community service
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Value of Baldrige
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Comprehensive Overview
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Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Strengths• Group practice
• Strong dental staff training program
Weaknesses (OFIs)• Growth of new patients
• Profitability below goals
Strategic Challenges• Local economy – dropping dental insurance
• Challenge recruiting dentists into Tipp City
Our application experience
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Awards
In 1999, HealthPark won the top level award at the Quality Dayton event.
State-level awards Tier 2
Continuous Improvement• Wrote application• Submitted to Baldrige• Used feedback report• Strategic Plan• Measured Results
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Benefits of Application
• Self-assessment
• Measure your
results
• Criteria provide the
right questions
• Think strategically
• You set vision
For Example: Healthcare OutcomesWhy is it better for a patient to come see you
instead of the dentist down the street?
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
2007 2008 2009 2010 2011 20120
200400600800
100012001400
New Clients
Our Results
Measuring our results helped us see the reality and we focused on marketing & added PPOs
2009 2010 2011 2012 $-
$10.00 $20.00 $30.00 $40.00 $50.00 $60.00
Marketing $ spent / New Patient
We also tracked the performance of our marketing investments.
2008 2009 2010 2011 20120%
20%
40%
60%
80%
Case Acceptance
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
0%
20%
40%
60%
80%
100%
% of Total Staff in Level 4+
More Results
We measured our dental staff training program performance.
To afford our large, well-trained staff, we measured case acceptance.
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
www.dentalpracticecoaching.com
Good Story
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
www.dentalpracticecoaching.com
200820092010201120120
100
200
300
400
500
600
700New Patient Adults
Prophy / Comp Exams
Emer-gencies
• Tracked our new patients
• Identified a drastic increase
• Re-evaluated the emergency visit
• Updated form• Coached
assistants• Bonus: $10/NP
converted to recall
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
What do you measure in your practice?
What changes have you made based on your results?
Thinking about your practice today, what would you like to measure?
Leadership
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Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Baldrige sets direction, & then communicates to your team which way we’re going.
Leadership System: Vision/Mission/Values into Strategic Objectives & a Strategic Plan then measure Results & start again!
• HealthPark management team: Team leads, Dentists & me
• Vision/Values into staff training: phone questions, Mr. Hatch book, training on the business of dentistry
• Measured: Active patients, $, staff career advancement
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Strategic Planning
Develop your Strategy• Core Competency – What you’re known for / What you do –
Your Work System• Strategic Advantage – What you have: location, great lab,
technology/equipment• Strategic Challenge – Hire dentist, Increase productivity
Implement your Strategy• HealthPark approach:
• January: Run numbers & gather feedback• February: StratPlan full day meeting to set goals• Create Strategic Plan – a calendar of projects/tasks• Implement through weekly TL meetings
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Patient FocusCustomer Engagement vs. Satisfaction• How many of your patients refer?• How many drive more than 15 minutes to come to you?
How do you engage your patients?• What is your process? How do you listen/learn?
Customer Dissatisfaction• Dissatisfiers• How do you handle patient complaints?
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Dig Deeper: Patient Focus
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
0%
20%
40%
60%
80%
100%Complaints Satisfied
How gain info? How build relationships?
200620072008200920102011201290%
92%
94%
96%
98%
100%
DemandForce SurveysWould you return
Refer a friend
Patient Satisfaction: Surveys• 5 standard questions; 2
custom• Public vs. private comments• Benchmarking
Patient Complaints• Negative surveys &
comments• Opportunity for Public
Relations• Tracking: Complaints/Total
Pts, Type of complaint, etc.• Your Office Manager do this?
jan
feb
mar ap
rm
ay jun ju
lau
gse
poc
tno
vde
c0
100
200
300
FB Fans 2012
2008 2009 2010 2011 2012 $-
$50,000
$100,000
$150,000
$200,000
$$ Generated from DemandForce
Dig Deeper: Patient FocusHow engage patients? How measure
suppliers?
DemandForce & Facebook• Patient reviews/surveys
auto shared on FB• Measurement is key: FB
fans & website visitors
DemandForce Reports• # visits scheduled & $
production from recall emails, referrals, campaigns (WOW)
• Not include $ value of surveys, confirmations
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Measurement
CEO Dentist10 Measures• New patients• Production/Collection• Staff Compensation• Overhead• Recall %• Total Active Patients• Case Acceptance• Unfilled hours• Referral Sources• Kids/Adults Decay
Free
Your numbers tell you:• Continuous improvement: recall?• Innovation: new service or
marketing?
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Workforce• What does an engaged employee do?• How do you hire & train new staff?• How manage capacity & capability?• How create culture? Safe environment?HealthPark’s approach• Dental staff training levels – careers based on levels• Unique hiring process: staff interview & vote• Incentives tied to bonuses for teams & individuals
• Assistants: Dentist production & NP emergencies• Front desk: Fill RDH schedule, Case acceptance• RDH: Production, Commitments
• General levels for personal success (financial security)
Operations
Identify your key work processes to achieve success.HealthPark: Core competency is how we provide general & specialty dental care. A key work process is scheduling. Take the time to write down your key work process – then measure!
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Results• Practice outcomes: What are your healthcare & process
effectiveness results & how do they compare with your competitors? Kids & adults decay-free; Teeth lost in recall; Warranty
• Patient Outcomes: Satisfaction? Engagement? Survey results; Complaints; Clients 10+ years; Cancel/No-shows
• Staff Outcomes: Development? Engagement? Climate? Bonuses, RDH/EFDA production; Turnover; Absenteeism
• Leadership Outcomes: Legal? Ethics? OSHA accidents• Financial/Market Outcomes: Financial performance?
Marketplace performance? Collections; Overhead; Market share
What results do you track?
www.dentalpracticecoaching.com
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
Quality in DentistryBaldrige 25 years later . . .DQA – sponsored by ADAPurpose: To develop performance measures for oral health careIdeas from 1st conference:• Government into healthcare• Medicare/Medicaid reimbursement based on healthcare
outcomes• Dentistry follows medicine• So, what measures will be used to measure dental
health?• Online reviews measure patient experience now• Soon will include clinical healthcare outcomes
Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
www.dentalpracticecoaching.com
Quality in Medicine
% the hospital gave coronary intervention within 30 minutes of admission
What will this look like for dentistry?What will this look like for your practice?
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Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
What can you do?1. Get a copy of the Baldrige Criteria
2. Find a Baldrige Program
3. Start to self-assess & measure: Use my flyer
4. Questions?
Call me!
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Dental Practice CoachingCoaching dentists & office managers to run successful dental practices
And the winner is . . .
Thank Youwww.dentalpracticecoaching.com