6. Patients
are the most important people in our office, in person, by mail or telephone
are not dependant on us; we are dependant them
are not an interruption of our work; he or she is the purpose of it.
are not outsiders to our business; they are part of it
are not cold statistics; they are human beings with feelings and emotions
bring us their wants and needs. It is our job to fulfil them.
7. Keep in mind
All patients call your office or show up for a reason
It’s our job to find out that reason, and give them what they
want
8. This is a team approach
T – together
E – everyone
A – achieves
M – more
9. 80% of doing anything is knowing
why,
20% is knowing how
12. What are the benefits for the
patients?
• dental IQ increase
• dental health improves
• overall health improves
• dental problems diagnosed early
Remember we are not just “cleaning
teeth”, we are maintaining healthy
bones and gums
13. What are benefits for the
practice?
• Greater numbers of patients in active
recare
• Less down time in hygiene department
• Percentage of hygiene production is better
aligned
• Increased practice production
• Hygiene flow is smoother and consistent
• Increased team moral
• Increased practice value
14. The CDA estimates that 75% to 80% of adults have some
level of periodontal disease
15. Now we know Why!
Let’s talk about How!
Step One: Perform a chart audit
Step Two: Obtain active patient number
Step three: Develop a standard of care
16. Hygiene Eye Opener
Total number of patients on recare =
(this is the number of active patients)
Safe to say:
% - 3 month recare interval =
visits ( x4)
% - 6 month recare interval =
visits ( x2)
% - once a year
visits (x1)
=
Total hygiene visits =
÷ number of pts seen daily =
(# of hygiene days required per year)
19. The Three R’s of Hygiene
Recare
Reactivation
Retention
20. Recare
Backbone of the dental practice
60-70% of restorative dentistry
Periodontal productivity should
account for 33% of the overall
business production
22. Sample Recare Flow Chart
Recare Patient
Prebooked
(indicate in
schedule prebooked
status)
Not scheduled
One month prior to
appointment sent
smile reminder or
called
Smile reminder or
phone call one
month prior to
Booked
Follow up reminder
within 2-4 weeks
Confirmed two days
in advance
Final reminder in
two months
due date
One week smile
reminder or
phone call
Two day
courtesy call
24. How do we create value for hygiene?
Educate, educate, educate
Earning patient’s trust
Make patients feel special ( Purple Sheet)
Praise them for what they are doing right
Communicate with them in a way that gets them thinking of
the future
25. Reactivation
•
Discover how many reactivations are required
•
Create a team for reactivation
•
Get in touch with your need to serve your patients.
26. Get excited!
See this as an incredible
opportunity for improvement
Your attitude is the propelling
force towards tackling this
practice shift
28. By providing excellent customer service
By meeting and exceeding their needs
Focusing on the “fluffy stuff”
By giving them a reason to return
By making their experience memorable
29. 5 Secrets of Patient
Satisfaction.
1. Patients can be tempted to go elsewhere
2. Patients compare their experiences.
Treat each patient individually.
3. Loyalty is earned by meeting and
exceeding customer expectations.
4. Patients expect service.
5. Patients are smart. They notice
everything about your business.
ser
30. Did you know?
The attention span of the average person is three minutes
When we have a bad customer service experience, we talk about
it for eighteen months and we remember it for twenty three & half
years
Also, they will tell sixty seven people
31. How do we deliver great customer
service?
• Understand that the deepest need of
human beings is to be understood.
• Develop better listening and
communicating skills
• Can you win over every patient?
No! But we can give it our best shot.
33. Words – 17% of
communication
Instead of:
Use:
Waiting room
-
Reception room / area
Cancellation
-
if schedule opens up
or time comes available
Running late
-
Schedule interruption
Prices
-
Fees
Pain
-
Discomfort
Sign
-
Authorize
Pay for
-
Take care of
34. Body Language – 55% of all
communication
• Eye contact
• Smile
• Friendly firm handshake
• Pleasant hand gestures
• None hurried movements
35. Tone of voice – 28%
• Reflect back to patients in their
tone of voice.
• Be enthusiastic and energetic
• Speak clearly and concise
• Speak in a volume patients can
hear
Why do some practices excel in their hygienedepts while others struggle. The answer is Attitude, attitude, attitude and of course accountable systems.Today we are going to discuss productivity, who’s uncomfortable with #’s the reason we use #’s is that they are measurable. This is not about making anyone right or wrong it’s to define where we are, where we should be and where we are going!
Phoney, uncomfortable, comfortable, incorporated
Now that we developed a standard of care and before we go ahead with the 3 r’s of hygiene I would like to add a tile about 3 different pt types
Speak on consumers buy what they value, ie: Roy and his outdoor wear! Or organic food
