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SMART Hygienics: How Focused Protocols Can Increase Clinical
Productivity and Profits…for Everyone!
Timothy M. Bizga, DDS, FAGD
www.2thLectures.com
Live Polling
• Fun and Interactive
• Totally Anonymous
• Text (all caps) TIMBIZGA478 to 22333
ABOUT ME
The 30,000Ft View
• 89% of patient experience is with Hygienists
• Everything Rises and Falls on Leadership
• Everyone communicates, few CONNECT– Teach you to see patterns
• Empowerment of the TEAM
“Tradition is not always a reliable
guide”~Anonymous
M. Vujic Presentation Oct. 2014
Yet they spent…
1.65 Billion
34 Billion
157.5 Billion
Patient types
✓ Never Been to a Dentist
✓Acute needs before
FIXES
Patient types
✓ Dental Phobic
✓Motivated by Pain
Patient types
✓ Last Trip about every 2-5
years
✓No Insurance
✓Be aggressive in
treatment….do not
monitor small things
TREAT
Patient types
✓ Regulars
✓ Learn their preferences
✓Cost Conscience
✓Want the Best
✓Missing teeth
✓Basics and Function First
✓Esthetically driven
What matters to the Patient
• Can I trust you?
• Are you committed to excellence?
• Do you care about me?
25
Challenges with Patients
• Time
• Patients don’t tell the whole truth
• We have to marry NEEDS with WANTS
• “A Profession in Transition” ADA paper
Question
• What are people most likely to remember when they leave your office?
– Your technical explanations?
– How they felt about the experience?
1.Know
2.Like
3.TRUST
Rules of Business and Referrals
Which Impresses People More?
Dental School Tx Planning
Perio in School
Perio-Pros Connection
Research Says
• If INITIAL prognosis of PERIO was other than good…Abutment teeth had 9 fold or 830% increase in loss over time
• Probe depths of 6mm or MORE and 30% Full mouth bleeding score are SIGNIFICANT factors for tooth loss
• Perio Patients with Pros Tx are at HIGHER RISK of tooth loss than those without (due to increased biomechanical forces often assoc with prostho)
What is S.M.A.R.T. Hygiene
1. Specific goals for the appointment
2. Measurable objectives
3. Agreed-Upon outcomes
4. Realistic treatment (varies per patient)
5. Timely (efficient)
If I Can Re-Write Your Job Description
• Hygiene– Chief Education Officer
– 89% of Life time patient experience spent with hygienist
• Doctor– Chief Operations Officer
– Tasked with efficiency, effectiveness and encouragement
Progression of Patient Introduction to you and Your practice
➢ Hygiene
– Life blood of a practice
– Only get 5 min tops with patient- NEEDS ANALYSIS
– 3rd Party Validation
– Identify LOW HANGING FRUIT
– Listen, Connect, Simplify
Gone are the days of JUST PROPHIES
• Imagine exams including:
– Occlusion
– Mobility
– Fremitus
– Report findings along with restorative, perio, oral path and diagnostics
You can only treat what you see!
Looking for cracks
The Power of Television
Screenings
20 min of instrumentation
Education
It’s about adding VALUE
Selling the Case
• Find the problems
• How to fix (best way always….let patient choose for themselves)
• What happens if nothing done (informed consent)
• MONEY (always last)
NO
1. I don’t kNOw enough
2. NOT right NOw
• Before great success comes, you will surely meet with TEMPORARY defeat
Treatment Acceptance
• What is the number of days, on average, to case acceptance in a dental office?
69.8 days
Purpose of DISC
1. To help you better understand YOURSELF
2. To help you better understand OTHERS
3. To help you be MORE PRODUCTIVE and have LESS ANXIETY when dealing with people
4. To treat others as they wish to be treated
• The one who knows this information is the one responsible for using it and applying it!!
IQ v PQ
Reserved
Outgoing
First Question
1. Am I more Outgoing, or am I more Reserved?
Understanding Yourself …
Everyone is “wired” differently. To understand yourself better, ask yourself these two questions:
6
Understanding Yourself... Traits to look for:
Outgoing / Active
Fast - paced
Involved
Energetic
Optimistic
Positive
Enthusiastic
Reserved/Passive
Slower – paced
Cautious
Concerned
Reluctant
Critical thinking
Discerning
Reserved
Outgoing
Their focus is on talking
things out.
Their focus is on thinking
things through.7
Second Question
2. Am I more Task-oriented or People-Oriented?
Understanding Yourself...
Task-
Oriented
People-
Oriented
8
Understanding Yourself … Traits to look for:
Task-Oriented People-Oriented
Form
Function
Programs
Plans
Projects
Process
Relationships
Caring
Sharing
Emotions
Feelings
Friendships
Task-
Oriented
People-
Oriented
Their focus is on getting
things done.
Their focus is on other
people and how they feel.
9
P
E
O
P
LE
RESERVED
OUTGOING
T
A
S
K
Remember: Everyone is a unique blend of these four parts.
When you combine these two ways to divide the circle, you will see that they give
the circle four parts, so you can visualize the four temperament types.
Most people have predictable patterns of behavior. They relate to specific personality styles. There are
four basic personality styles: D, I, S and C. They are also known as temperaments. They blend together
to determine your unique personality style. The graphic overview of the Four Temperament Model of
Human Behavior will help you understand why you often feel, think and act the way you do.
10
Fun Facts
• The overwhelming majority of dentists are
“C-style” personalities
• 85% of hygienists are “IS-style” blends
Dominant
Demanding
Direct
Determined
Decisive
Doer
Director
Dogmatic
Dreamer
Diligent
Dynamic
Defiant
The D Type OUTGOING
T
A
S
K
12
Percentage of Population:
Examples:
Basic needs:
10%
Donald Trump, Judge Judy, Dr. Phil, Hillary Clinton
Challenge, Choices and Control
D Types Make Good...
Administrators
Athletes
Boxers
Builders
Business Owners
Coaches
Developers
Directors
Drill Instructors
Entrepreneurs
Executives
Fighter Pilots
Foremen
Government Agents
Law Enforcement Officers
Lawyers
Military / Special Forces
Motivators
News Anchors
Private Investigators
Producers
Race Car Drivers
Real Estate Developers
Sales Managers
Supervisors
Truck Drivers
12
The I Type OUTGOING
Inspiring
Influencing
Inducing
Impressive
Interesting
Impressionable
Important
Interchangeable
Interested in People
Imaginative
Impulsive
Illogical
P
E
O
P
L
E
16
Percentage of Population:
Examples:
Basic needs:
25% - 30%
Oprah Winfrey, Ellen DeGeneres, Dr. Tim Bizga
Recognition, Approval and Popularity
I Types Make Good...
Actors
Airline Attendants
Auctioneers
Broadcasters
Clowns
Coaches
Comedians
Entertainers
Evangelists
Meeting Planners
Peace Corps Volunteers
Performers
Politicians
Preachers
Public Relations Directors
Public Speakers
Masters of Ceremonies
Radio Personalities
Receptionists
Reporters
Salespeople
Teachers
Telemarketers
Telephone Operators
Travel Agents
Wedding Consultants
16
The S Type
Supportive
Steady
Stable
Secure
Serve
Sweet
Submissive
Shy
Status Quo
Sentimental
Sameness
Sucker
P
E
O
P
L
E
RESERVED
20
Percentage of Population:
Examples:
Basic needs:
30% – 35%
Dr. Martin Luther King Jr., Mother Teresa, Joel Osteen
Appreciation, Security and Assurance
S Types Make Good...
Artists
Child Care Workers
Counselors
Customer Service
Representatives
Department Heads
Diplomats
Flight Attendants
Funeral Directors
Human Resource
Directors
Librarians
Managers
Nurses
Painters
Pharmacists
Pastors
Planners
Real Estate Agents
Researchers
School Teachers
Secretaries
Social Workers
Supervisors
Technicians
Veterinarians
Waiters/Waitresses
20
The C Type
RESERVED
Cautious
Competent
Cognitive
Careful
Calculating
Critical Thinking
Compliance wanting
Conscientious
Correct
Conformist
Consistent
Cold
T
A
S
K
24
Percentage of Population:
Examples:
Basic needs:
20% – 25%
Diane Sawyer, Clint Eastwood, Tiger Woods, Martha Stewart
Quality Answers, Value and Excellence
C Types Make Good...
Accountants
Architects
Artists
Authors
Bankers
Bookkeepers
Composers
Computer Programmers
Consultants
Dentists
Engineers
Finishing Carpenters
Inventors
Lawyers
Librarians
Mechanics
Military Intelligence
Musicians
Philosophers
Photographers
Physicians
Pilots
Professors
Scientists
Surgeons
Teachers
24
Quick points
1. D types are “Drivers” and interested in RESULTS and enjoy benefits that solve their problems
2. I types are “Interpersonal” and interested in IMAGE and love recognition
3. S types are “Steady” and interested in most recommended PROCESSES and need reassurance
4. C types are “Idealists” and interested in DETAILS and will validate your statements
• “People want to know the features, but they buy for the benefits.”
– Dr. Jeffery Lant
Thirty Basic Marketing Principles
Meet “Al”
Hunter vs. Farmer
“My crown has been missing for years…”
Old Composites
Patient Assessment
• She is a 62 y.o. female• She is a school teacher that works with special needs
children• Her handshake is very gentle• She has had these same composites for years and has been
indecisive on what to do• What personality profile might she be? DISC• Doctors: How will you go about presenting treatment to
persuade her to accept treatment? Will being pushy help or hurt?
• Hygienists: What can you share with the doctor that can help with this style?
Implants
Patient Assessment
• She is a 28 y.o. female• She consultant for a PR firm• She is highly organized, very particular, and is very well-
dressed when she arrives to appoinments• What personality style might she be? DISC• How might you go about presenting treatment to this
patient? Will she appreciate a well laid out plan of treatment?
• Hygiene, she asks a lot of questions…what information should you know about the process that is valuable to setting up the doctor?
Review of Today
• Understand the market we exist in today
• Use the tools to get the job done faster and better
• Create an overwhelming positive experience in your hygiene program
• Empower your team
• Keep People FIRST
3 Keys to Rising to the Top
1. Work Harder than anyone else
2. Everyday, do something for someone that is not your job
3. Make it a point to DELIGHT, not just satisfy your customers
Contact Info
• Dr. Tim Bizga• Like Dr. Tim Bizga on Facebook
• @DrTimBizga
• 2thLectures.com
• Email: [email protected]
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