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Building a Strong Practice
Presented by: DEBRA ENGELHARDT-NASH
CHARLOTTE, [email protected]
704 895-7660
Productivity Strategies
=SUCCESS
BUILDING A STRONG PRACTICE
It’s a thousand little things that come down to…..
FIVE+ ONE SECRET
INGREDIENT
BUILDING A STRONG PRACTICE
1. Dr. - RALLY YOURSELF
2. RALLY THETEAM 3. CREATE OPPORTUN
ITIES 4. CREATE AWARENESS 5. REAP THE REWARDS
Productivity Strategies
Create the VisionAcquire the SkillsEstablish the
AtmosphereInternal BehaviorsExternal Exposure
HOW TO DETERMINE PRACTICE GROWTH NEEDS
WHAT IS YOUR GOAL?
WHERE DOES PRODUCTIVITY COME FROM?
CUSTOMIZE YOUR GROWTH PLAN
WHERE DOES PRODUCTIVITY COME FROM?
New Patients Accepting TreatmentRevenue from Continuing CarePatients of Record Accepting
Treatment
HYGIENE PRODUCTION PERCENTAGE
RECALL
# Active PatientsRRR goal?Average number of
visits per patient per year
200075%2.5
Total visits per year/ Number of patients
per day
EXAMPLE
Lets say….
2 hygienists working 4 days per week=8 days per week x 50 weeks = 400 days
8 patients per day x 400 days = 3200
3200 appts. / 2.5 visits per patient=
1280 patients / 2000 active patients =
64% Recall Return Rate
BUILDING A STRONG PRACTICE
Patient UtilizationRECALL RENEWAL
RECALL RENEWAL EXAM
3-5 Years since new patient examRenew Practice PhilosophyRenew Records Visuals Documentation
RENEW ENTHUSIASM!
Why bother? An increase in
patient loyalty of 2% is equivalent to a 10% reduction in costs.
An increase of 5% in patient loyalty can deliver 95% greater profitability over the lifetime of the patient
VALUE
LOYALTY
PROFIT
Creating the First Impression
LOYALTY = PROFIT Retaining 5% more “customers”
can boost profitability as much as 95%
QUAD SCALING & ROOT PLANING*
(D4341) 4 teeth or more
(D4342) 1-3 teeth (list teeth)
4-5 mm pockets, BOP, bone loss
*D4910 generally follows a Scaling and Root Planing procedure.
PERIO MAINTENANCE (D4910)*
Follows SRP or Perio surgery.
Don’t alternate with prophy (D1110).
(D4910) treatment is “indefinite.”
Does not include Periodic Evaluation (D0120) or Comprehensive Perio Evaluation (D0180).
Show history of SRP/surgery.
*Sometimes D0180 evaluation is reported, but generally reimbursed as D0120.
D4910 NARRATIVE
“If periodontal maintenance D4910 is not reimbursable, please pay the alternative benefit of Prophylaxis, D1110.”
“Periodontal maintenance, D4910 is inclusive of Prophylaxis, D1110.”
GROSS DEBRIDEMENT (D4355)
“Patient has not seen dentist in five years.”
“A Gross Debridement was necessary for a subsequent evaluation.”
Do not charge out Comprehensive Evaluation on same service date! Charge at 2nd visit.
With limited debridement, consider using Palliative (D9110) if the patient reports they have discomfort at an emergency visit.
CONTROLLED RELEASE VEHICLE (D4381)
Arestin®, PerioChip®, Atridox®
Not generally payable at initial SRP appointment.
May be payable at re-evaluation or (D4910) visit - getting better.
5-6-7mm pockets; BOP; charting Most insurance pays approximately 50% of site
application with $200 annual maximum.
ADDITIONAL OFFERINGS
Oral Cancer Screening – Suggested fee $60
Offered annually to high risk / 18 months to medium and low risk patients.
Recommended to all new patients and review with Continuing Care Patients.
How do you inspire patients so they know you are
THE OFFICE?
Marketing Strategies
Marketing Cycle:
Generic
Expected
Augmented
Potential
Augmented
Expected
Generic
Marketing Strategies
Before you cook a gourmet meal, you better clean up the
kitchen.
INTERNAL MARKETING
Do you walk your customer service talk?
Whether you get and keep them depends
On how well you treat them!
Why patients leave your practice
1% Die3% Move5% Insurance9% Location
Change14% Don’t like the
dentist68% Attitude of
indifference
How do you differentiate yourself?
How do we provide the highest level of service when others are competing with
us to provide similar services?
Excellent Service skills take practice – practice-practice
How do we check everyday to ensure we are committed to service
excellence?
Marketing StrategiesQUALITY SERVICE CUES
Make a memorable first impression
Speak a service language; wear a service wardrobe
Hospitality First Communicate the heart
and soul of the organization
Listen to understand
Create the perception of quality
Match what they want with what you can do
Endorse the Doctor
Describe how your office systems will enhance results.
Establish a set of
performance tips
Build a performance culture
that differentiates the practice
WHAT ARE YOU COMMUNICATING?
HOW WOULD YOU DESCRIBE THE QUALITY OF CARE?
Marketing Strategies
Tell the patient what is special about
your office.
Personalize it.
Introduction of Treatment
Attitude
Knowledge
Visual Aids
Knowing How to Refer
BUILDING A STRONG DENTAL PRACTICE
SUPPORTTECHNOLOGY
BUILDING A STRONGDENTAL PRACTICE
OUR UTILIZATION OF TECHNOLOGY IS
CONSISTENT WITH THE QUALITY OF CARE WE SEEK TO PROVIDE
BUILDING A STRONGDENTAL PRACTICE INTRA-ORAL CAMERADIGITAL PHOTOGRAPHY IMAGINGDIGITAL RADIOGRAPHYLASERMICRO-ABRASIONCAD-CAMPOWER BLEACHING SYSTEMSMATERIALS AND ARMAMENTARIUM
INCREASING ESTHETIC CARE
THE DECISION TO ACCEPT TREATMENT HAPPENS WITH THE
CLINICAL TEAM –
NOT THE FINANCIAL TEAM.
INCREASING ESTHETIC CARE
“If you keep on doing what you’ve always done, you’ll keep on getting what you’ve always got.”
Zig Ziglar
BUILDING A STRONG PRACTICE
Quick feedback survey
1. What are we doing well that we should keep on doing?
2. What are we not doing well that we should stop doing?
3. What should we start doing that we aren’t doing now?
5 STEPS TO SUCCESS
1. RALLY YOURSELF2. RALLY YOUR TEAM3. CREATE
OPPORTUN ITIES4. CREATE
AWARENESS5. REAP THE
REWARDS
And the secret ingredient…
QUALITY TIME
PROVIDE THE INFORMATON YOUR PATIENTS NEED TO
CHOOSE THE TREATMENT YOU
BOTH WANT.
Thank You! Debra Engelhardt-NashConsultant, Practice Development Coach704 364 5272 / 888 [email protected] travel programs:Eastern Mediterranean Cruise – October
2009
Creating the First Impression
Retaining patients is not only less expensive, but existing loyal patients are ready to accept treatment more readily. They generate positive word of mouth and referrals and are less likely to defect for “discounts”.
Increased customer loyalty is the single most important drive of long-term profitability.
