Building Your Hygiene Department

February 2014

Change

“Change is the only thing that offers new opportunity”-Ross Shafer

”If we keep doing what we're doing, we're going to keep getting what we're getting.”

-Stephen R. Covey

It is human nature to resist changing our behaviour or learning a new skill.

Four Stages of Changing Behaviour:

ch

Who Do We Serve?

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.

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

This is a team approach

T – together

E – everyone

A – achieves

M – more

80% of doing anything is knowing why, 20% is knowing how

Discover why by identifying the benefits

Outline the benefits of increasing hygiene

for patients

for the practice

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

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

The CDA estimates that 75% to 80% of adults have some level of periodontal disease

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

Hygiene Eye OpenerTotal 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)

Standard of care

Begin by establishing a periodontal protocol

Three types of patients

A’s –

B’s –

C’s –

The Three R’s of Hygiene

Recare

Reactivation

Retention

Recare

Backbone of the dental practice

60-70% of restorative dentistry

Periodontal productivity should account for 33% of the overall business production

Recare

Prebook

Electronic text / email reminder

Sample Recare Flow Chart

Recare Patient

Not scheduled

One month prior to appointment sent smile reminder or

called

Booked

Confirmed two days in advance

Smile reminder or phone call one month prior to

due date

Follow up reminder within 2-4 weeks

Final reminder in two months

Prebooked

(indicate in schedule prebooked

status)

One week smile reminder or

phone call

Two day

courtesy call

Patients return for hygiene if they value it!

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

Reactivation

• Discover how many reactivations are required

• Create a team for reactivation

• Get in touch with your need to serve your patients.

Get excited!

See this as an incredible opportunity for improvement

Your attitude is the propelling force towards tackling this practice shift

Retention

How does any business retain it’s customers?

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

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

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

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.

Communication is:

17 % Words that you use

28 % Tone in your voice

55 % Body Language

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

Words – 17% of communication

Body Language – 55% of all communication

• Eye contact

• Smile

• Friendly firm handshake

• Pleasant hand gestures

• None hurried movements

• Reflect back to patients in their tone of voice.

• Be enthusiastic and energetic

• Speak clearly and concise

• Speak in a volume patients can hear

Tone of voice – 28%

“What do you want? I don’t have all day!”

“Hi I’m Sunshine, how may I help you?”

Write Down What You See

Listen More. Talk Less

You have two ears and one mouth

Summary

•Review hygiene schedule and adjust appointment lengths

•At staff meeting share hygiene protocols

•Set and monitor hygiene financial goals; daily, weekly, monthly

•PRACTICE, PRACTICE, PRACTICE

•Create scripts for various hygiene scenarios

Go The Extra Mile

and Always With a SMILE!

Thank You