I recently attended the University of Dayton's Faith at Work breakfast event - sponsored by the Center for the Integration of Faith and Work in the School of Business. Our speaker shared his 'pilgrimage' with faith and work. Influenced by his Catholic father who assembled...Read MoreRead More
One of the challenges of group practice is to keep all dentists providing similar high quality care. It’s true in dentistry “you’re only as strong as your weakest link” – or to put it a bit harshly, “one bad apple ruins the bunch.” For dentists...Read MoreRead More
“You don’t know what you’ve got, until it’s gone.” That old song applies to my office right now. I have an employee that only handles our daily deposit. She enters payments from all insurance checks, personal payments and EFTs from insurance every day and then...Read MoreRead More
In my practice, I handle all major staff upsets. I have solved personality conflicts, he said/she said situations, tangles over closing duties and dozens of other tearful crises. However, I also train my staff and team leaders to solve these problems as well, so they don't need me, but I'm available to help. We use approaches such as:
We train each of these communication skills through our training levels and I personally role play with my staff to help them learn each one.
That's why I was surprised to spend each of the last two staff meetings helping my staff work through some team conflicts. I spent the first week's meeting with
For a dental office manager, these are truly magic words. When your dentist rushes up to you, holding his gloved hands up in the air to keep them clean and asks you to find the patient that is supposed to be here for his root canal or to make sure the financial arrangements are handled for the crown in room 3, now is not the time for a lengthy conversation or an eye roll because the dentist is clearly in a hurry. A quick nod and the magic words, “I’ll take care of it” will bring you success every time.
In my practice, I train my staff on the general levels – this means that I’m training staff on people skills, conflict dental management, problem solving, etc. so they can learn the skills that will allow them to use their clinical/administrative knowledge. Without people skills, patients won’t open their mouth and staff won’t cooperate – all the x-ray licenses in the world won’t help the assistant who offends patients and drives them out of the practice. As part of the general levels dental staff training, we talk about
Do you have a couple of dental staff members that just don’t work well together? You may be hearing rumors of ‘words exchanged’ or seeing eye rolls or other body language that tells you a problem exists? Sometimes, these upsets just seem to work themselves out. And sometimes, you need to get involved.
Here’s how to solve drama with your dental staff:
#1: Talk individually with each person – let them know you are aware that they are having a problem and you want to help. Ask them to
Active patients: the lifeblood of a dental practice. If your active patient volume is growing, you have decisions to make: is it time to hire another hygienist? Are my secretaries keeping up with the phone calls coming in? Do I need to add an EFDA? On the other hand, if your active patient volume is shrinking, you have different decisions to face: is it time to cut back on staff hours? What additional marketing programs can we begin? What topics do I need to review with my staff so we’re well taking care of our existing patients in order to retain them?
The key to all these decisions is to know if your active patients are growing or decreasing – and by how much. Here’s how
Dental Embezzlement You’ve heard the rumors – “Dr. So-and-So was embezzled.” You’ve read the statistics “Over 60% of dentists will experience embezzlement during their career.” So, what do you do to cut the chances from it happening in your office? Here are my 6 recommendations: Use passwords –...Read MoreRead More