Big Issue ... Features
|Annoucements - The "Coach"
becomes a weekly contributor
Management Tip: Time, Motion & Money
Technology Tip: Ailing Business Foundation Causes
Digital Chaos #3
The "Coach": Office Manager Out Of Control
Dictation Simplifies Clinical Notes
"Coach" Becomes A Weekly Contributor To The Management e-Motivator
if your leadership behavior could improve and, in turn, make
your practice more profitable? Being a business owner
brings wonderful rewards but sometimes the challenges find us ill-equipped
to handle employees, patients/clients, personal issues, financial
and/or the human dynamics we are confronted with daily. As executives
we need a coach.
We need someone who points out new ways to look at successes, failures,
problems and results... ...someone who validates our ideas...someone
who helps us to see the forest while we are in the midst of trees
and move forward with condfidence. McKenzie Management is pleased
to announce its Executive Coaching Program headed by Ralph
N. Sardell, M.A. With a 15 year background in business,
graduate school training in psychology, medicine, and law, and
an advanced degree in counseling,
Mr. Sardell brings a wealth of real life experience, as well as
academic knowledge and training to his coaching clients and seminars.
With a private practice in La Jolla, California, he has established
an on-going relationship with McKenzie Management by designing
coaching programs for individual practitioners, teambuilding seminars,
conflict resolution programs. The “Coach” will provide
you with different perspectives on your day to day issues. E-mail
||Sponsors the e-Motivator
|With more than 11 years
of Windows development experience, and more than 18,000
worldwide installations, DENTRIX is designed around
the seamless sharing of data from the front desk to the operatory.
DENTRIX integrates all front-office and clinical features, as well
as technologies like digital radiography, imaging, voice activation,
and voice dictation. Dentrix 9.0 brings your office one step closer
to becoming completely "paperless" by allowing you to
reduce piles of documents and charts throught its handy attachment
features. Scan in any document or picture, save them, link the files
to a patient, provider, group, employer, referral, or insurance
plan for fast easy retrieval. DENTRIX 9.0 also offers tools to help
track the productivity of your office with three new practice analysis
Insurance Transaction Summary Report shows which claims have been
sent and received for each carrier.
Scheduled Production Analysis Report helps you keep track of your
production goals on a daily or monthly basis. View reports on goal
production amount, number of units available, percentage of goals
schedule, and more.
Practice Goals Analysis allows you to compare your production goal
vs. actual production on a daily, weekly, monthly, or yearly basis
by individual provider.
McKenzie Management welcomes Dentrix as an e-Motivator
Discover the DENTRIX Difference!
Sooo Suhlllowww Time, Motion & Money
play a little word association. Who in your office comes to
mind when you read these words: dawdling, procrastinating,
leisurely pace, long-drawn out, dragging? The business assistant?
The hygienist? The dental assistant? While everyone has days
when they are not moving at the most efficient rate, more
often than not staff are twiddling their thumbs waiting on
the doctor. “What?!” You gasp, “Not me!” Yes,
I know the truth can feel like some form of medieval torture.
But before you hop on your soapbox and get all
defensive on me, I’m
not going to suggest that you rush procedures nor do anything
compromise patient care in any way.
what we often find in dental practices is that the doctor
is performing unnecessary and redundant steps, or
is locked in some archaic routine that was noted for its efficiency
sometime during the Ice Age. Ask yourself a few questions:
During a crown prep, are you changing the burs multiple times?
How many impressions have you had to retake recently? Who’s
taking X-rays, you or the assistant? How many times during
a procedure do you have to reach for the air and water syringe?
All of those seemingly insignificant tasks take time and cost
money, and each should be handled by a competent assistant.
quadrants; avoid quandaries. One of the most common and easily remedied
inefficiencies occurs when dentists do not do all
the work in one quadrant in one sitting. Dr. Allan Monack, DDS, Clinical
Director for McKenzie Management, emphasizes that even those
doctors who contend they do follow this approach don’t
do so efficiently. For example, the patient needs two fillings
in one quadrant and the doctor will complete all the steps
on one filling before starting the second. Dr. Monack advises
doctors that it is far more efficient to complete
each step on both teeth before going to the next step, which
the doctor often is not nearly as time efficient as he or
she thinks, the total effectiveness of the office
is contingent upon each member of the staff. Dental Assistant Suzie thinks
she has to do everything herself, right down to scrubbing
the instruments. Dr. Joe, meanwhile,
is cooling his heels waiting to begin treatment on a patient
and wasting time and money while Suzie Scrubber finishes up.
Instruments should be “bundled” according to set-up and placed in the ultrasonic cleaner.
plastic barriers in operatories. This significantly reduces cleanup
time. Contain materials according to procedure. The assistant
should use the time that the doctor is anesthetizing
a patient to ready the second treatment room, sterilize instruments,
and prepare to seat the next patient. If your state allows
for expanded functions for assistants get them trained and
start taking advantage of this.
is time and time is money. Through maximum use of time and motion
efficiency, you’ll waste neither time nor money.
in having Sally speak to your dental society or study club? Click
VP Professional Relations
An Ailing Business Foundation Can Cause “Digital Chaos”
week, we identified some of the components of your business
foundation and why it is so important for them to be set up
properly before automating them. This week we will focus on
just one of those systems, break it down, and give it some
definition and clarity.
are going to start with the most important business system – Your
was rated (by dentists) as the second most important aspect
of a dental practice. Staff came in a close second behind
patients. Staff/Personnel was rated number 1 in the “what
causes you the most stress” category. So, one might
conclude dentists are more comfortable and less stressed managing
the patient relationship than they are the staff/personnel
Theory: Might this be caused by a dentists thorough understanding
of clinical dentistry and the lack of thorough business understanding?
it’s tough managing staff! If you are a dentist reading
this – I empathize with you! If you are a team member
of a dental practice reading this – cut your doctor
some slack! Help him/her set up the business foundation of
week we established that automating poorly designed business
systems doesn’t make sense. It does make sense to establish
sound business systems and apply technology to them to accelerate
and leverage the opportunity.
this article, we identified your team as the most important
business system in your dental practice. So, what do you think
happens if your team responsibilities and reporting mechanisms
aren’t set up properly? What do you think happens if
you introduce technology into the mix? You’re right – total
are some guiding principles for leading your team:
computer system will NOT provide mutual respect. Your technology
platform will support direction, clarity, performance measurements
and recognition. I’ve said this a million times before – most
dental practices foster an environment where the best performers
get treated the poorest. Why? Because in a team where everyone
just “pitches in”, the individual cannot be recognized.
Frustration, finger pointing, back biting, rumor mongering,
and other dental practice “nasties” start. Who
is the most frustrated? You got it (and rightfully so), the
one that is performing at the highest level.
does not necessarily mean a happy team. A satisfied team needs
to come first.
receive referrals from existing clients who invite other dentists
to their practice. It normally takes more words than this
but they say something like “I was just at Dr. So-n-so’s
practice. What did you do for him? He has an incredible practice!”
can tell you this. We ALWAYS secure the foundation first.
We then exploit existing resources (personnel and technology)
to accelerate progress. We then budget additional resources
as a safe and predictable percentage of growing revenues to
you think you suffer from “digital chaos”, it’s
OK – thousands of dental practices are in the same boat.
If you are in that boat, take a look at the business foundation
of your dental practice. If you are contemplating a high tech
future, make sure the existing business foundation is currently
producing substantial growth in support of your philosophy,
vision, and professional goals.
week we discussed your team as a business system in support
of your foundation. Next week we will discuss other business
systems, their foundation, and proper implementation of technology
to exploit the opportunity.
you have any questions, concerns, or stories related to this
article series, please email me at email@example.com.
in having Mark speak to your dental society or study club? Click
Manager - Out Of Control
dentists and their staff different perspectives on day to
I have an office manager who has been with me for 25
years, very set in her ways and unwilling, supported by numerous
excuses, to try
anything new. When we go to seminars, she constantly
nods her head indicating that we are doing whatever the
speaker is saying when I know this is not true. My frustration
level is reaching its peak. I might
mention that after 25 years many of our patients are friends
or relatives of hers and…I don't like confrontation.
What do you think?
Frustrated in Tucson
some key points to consider:
After 25 years,
nods her head, because she is certain that she is doing
something right, since you keep her around.
- She nods her head, because she wants to believe that
she does what the speaker is advising.
- She nods her head, because she wants the speaker to believe
she is a smart person.
nods her head so that you will not question her decisions,
even if they
are different from the speaker’s address.
- She is simply protecting her achievements.
is reasonable that she is afraid of change and innovation,
and so she
protects her old system by nodding her head and
deflecting your attention and the speaker’s attention
into believing that she is in agreement with everything
being said when in fact, she is not.
what about you? How does it feel to be held hostage?
feels this way when
they realize that they
cannot do business without their employees. However,
from your question, she must be a very popular person
in your town..
Nevertheless…you are intimidated, and that does
not feel good.
- The fact that you are non-confrontational does not diminish
your responsibility to express yourself to your office manager.
It is simply enough to ask a question and let her answer.
- If left alone, she will institute any system she finds
comfortable; however, if asked a direct question, she will
react to the potential of being wrong somewhere down the road.
This is a type of vulnerability that healthcare professionals
are uncomfortable with.
- People in the healthcare industry take great pride in
doing the right thing and the right way. Therefore, if you
ask her a direct question, she may feel obliged to answer
you have gotten her to answer “No, we do
not” it is not so far to say…Let’s try
course, she will reject it and give you a list of reasons
why it will
not work; however, remember that you heard
the speaker build a case around this principle and she
was there, and it sounded good at the time…remember,
she was nodding her head.
you a Victim?
Unfortunately ... many dental practices still aren't tracking
critical metrics and they've fallen victim to some common pitfalls:
9 out of 10 practices have staff turnover every 15 months.
92% of dental practices lose more patients per month than replace
with new patients.
85% of dental practices grow less than 10% a year.
72% of practices' payrolls are more than 20% of revenues.
the performance metrics that you should be looking at on a regular
basis. From scheduling to overhead to staffing and hygiene.
Baseline Analysis will give you the information
you need to start improving your practice immediately. Get the
information you need to make smarter decisions that have a real
impact on your business.
I want McKenzie Management to measure my performance.
Wish Your Chairside Assistant
Were More Efficient?
Optimizing Team Performance!
How long have you been practicing inefficiently? Are all those
compromises you've been making worth the price of lost production
and the physical wear and tear on your body? Wish you
could choreograph your chariside team for optimal performance? If
so, then this DVD "Optimizing Team Performance" was
designed for you! This training resource was produced by Risa
Simon, a certified management consultant, published author and
one of dentistry's top clinical management speakers. Don't waist
time watching videotapes when you can dial up topics of interest
from the DVD's scene selection menu. Scenes include: Posture & Positioning,
Magnification & Illumination, Assistant Access & Visibility,
Ergonomic Work Zones, Chairside Efficiency Techniques, including
Instrument & HP Transfers for efficient 4 handed & 6
handed dentistry - a must for every office!
Steps to Build Your Practice Now!
everything in your office from the point of view of a new patient.
your reception area with handouts, brochures and giveaways that
clients will take with them.
3 former patients this week.
3 recent referral sources and thank them!
your business card, stationery and brochures for update.
a year-at-a-glance wall calendar and plan your marketing and business
strategies in advance.
sure every patient leaves every appointment with a firm handshake,
a warm smile and a gracious, genuine, Thank You!
10 minutes everyday thinking about your ideal patient and clarifying
exactly what you do that adds value, makes them excited, serves
information and the way it’s delivered was essential
to my training. If used, there is no way it will not work.
of the numbers and what they represent have really given my
confidence a boost. I can track and monitor the systems now.
Implementing everything I learned at The Center, will make
my performance like night and day."
Leslie, Office Administrator
Business Training For:
· Office Managers
· Financial Coordinators
· Patient Coordinators
· Scheduling Coordinators
· Treatment Coordinators
· Hygiene Coordinators
Your Skills NOW!
Center for Dental Career Development
Business Education for Dental
737 Pearl St. Ste. 201
La Jolla, CA 92037
For Course Information firstname.lastname@example.org