Hygiene Practice Enrichment Program
McKenzie Management received a call from an office manager, Suzie, who was aware the hygiene department in her practice needed improvement.
Because she had read many McKenzie Management E-Newsletters she was aware of what the hygiene production numbers should be. She also knew their numbers were not on target. In fact, their numbers had been declining for several months and she was concerned. Though she was able to make a basic assessment, she did not possess the knowledge required to make the numbers go the other direction.
She recognized she was going to need all the solid information that she could get because the doctor she worked for was not in favor of consulting services. He thought things were going along just fine, but Suzie knew the facts did not support his thoughts.
Another concern was the manner in which one of the hygienists, Heidi, was practicing. She did not attend any continuing education courses unless she absolutely had to and was not abreast of current methodology. She was a friendly, “chat and polish” hygienist concerned with how the families of the patients were doing and where Johnny was going to college and if Sara was getting married. This type of information exchange certainly can develop patient relations, but the conversation cannot stop there. Dentistry needs to be brought into the conversation. After all, isn’t this why patients have their teeth professionally cleaned and examined? If dental situations, particularly periodontal conditions, are not evaluated and discussed it is irresponsible and not in the patient’s best interest.
On top of this the doctor had fallen into the same pattern as Heidi the hygienist. He too had more of a social focus and less of a dental focus during the examination. He was relying upon the hygienist to let him know what she found. Oh, she did fill him in on the patient’s latest personal news, but when the doctor did not hear any dental concerns from the patient or the hygienist, he dismissed the patient with a casual, “See you next time!” There was never any talk regarding periodontal disease, pocket depths, etc. Heidi did not feel comfortable enough to bring up the issue of periodontal disease. She had been seeing these folks for years and had not discussed anything other than personal issues while cleaning their teeth. How was she supposed to tell the patients they have periodontal disease?
Luckily for Suzie and the entire dental team, her concerns were addressed. She received information and support from the McKenzie Management team, so she was able to convince the doctor to participate with McKenzie Management utilizing their Hygiene Enrichment Program . The following is the practice analysis data.
There were 2,004 patient charts in file cabinet, but only 1,154 active recall patients. 850 patients had not been retained over two years.
Post-consulting data (for the 4 months following consulting program):
The numbers tell the story of success but the most important improvement came from the patients. Because the doctor, hygienists and the rest of the team learned how to change the systems affecting patient care, a measurable difference in patient acceptance and compliance took place.
Need help with implementing new systems in your Hygiene Department to ensure patient acceptance and compliance? Email email@example.com.
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