Free Download: Practice Metrics Spreadsheet

As mentioned before, you can’t manage what you don’t measure. So, in the interest of equipping dentists with the tools needs to effectively manage their practices, we are releasing a free download of a metrics spreadsheet. This simple but powerful tool will give you a quick snapshot of the health of your practice and will allow you create a baseline on which to measure its growth. The spreadseet is released under a Creative Commons License, so feel free to adapt it to meet your needs. If you need a specific customization that you’re unable to figure out on your own contact us and we’ll help. Click here to download the spreadsheet. Happy...

What Should You Do When a Patient Complains?

If you’ve been in practice for any length of time you’ve probably had patients complain. Sometimes they’re minor complaints, but other times you’ll have a patient calling up your office to yell and cuss at anyone on the other line. I’ve been cussed at at least a couple times as Office Manager. While the severity of a complaint will vary and most will be relatively minor, it’s important to establish your practice as a place that cares about its patients. How you handle complaints sets a tone for your office and you should have as a goal being able to resolve most patients’ complaints. Tiffany Monhollon from Reach Local has a great blog post addressing this issue. Here’s a snippet of her article: Is every customer complaint your fault? Probably not, but it’s important to take responsibility for whatever contribution you have had in the issue. Don’t blame the customer, because that is likely only going to make them more upset. Instead, identify the parts of the issue that your business played a part in, and let the customer know you are aware of your responsibility in the matter. You’re not going to be able to make everyone happy. Sometimes you’re going to have an irrational person on the other line and you can’t deal rationally with an irrational person. But most of the time people will have minor issues they are complaining about that can easily be handled when you operate from a position of empathy and understanding. And when you’ve resolved a person’s complaint you’ve likely won them over for...

What Does Winning Look Like?

One of the most frustrating things in life is when you feel like you’re not making any progress. You might feel busy. You might feel like time is moving by at a slow trickle. The source of frustration might be that you haven’t fully defined what your goals are. It’s not just about personal or professional satisfaction. In order to keep your team motivated, you have to have everyone aware of what you’re trying to accomplish with your dental practice. You also need to be as specific as possible. It’s not very beneficial to have generic, fuzzy goals like “provide the world’s best dental care” or “make as much money as possible.” While those can be intrinsic desires, they’re not real goals. Real goals are measurable. Real goals are memorable. Real goals are motivational. For example. Instead of saying the win for your practice is to “provide the world’s best dental care” you should be as specific as possible in what that looks like in your practice. It could be making patients feel like family. It could be that you’re trying to exceed every patient’s expectations with their dental care. When you have those as your stated goals you can then measure them if you’re actively soliciting feedback from your patients after their appointments. Once you have defined the win, make sure everyone knows what the goal is. Say it at your team meetings. Focus on it when you review your practice. Keep it written in a conspicuous place where all the staff will see it. Don’t let it just be another statement hung on a wall. Let it be...

You Can Only Manage What You Measure

Many dentists would like to have their practices perform better, but don’t really know where to get started. The likelihood is that your training was strong in the clinical arena, but you may not have had much business leadership training. One of the key things you can do to see the performance of your practice improve is to start measuring key performance indicators. If you don’t know where you are you can’t set any realistic, measurable goals for future growth. In fact, if you aren’t setting goals that are measurable you aren’t really setting goals at all. You’re just wishing. So what should you measure? I recommend these three metrics as a bare minimum to get started: Production (after adjustments, not gross) Collection (and what percentage of production you are collecting) New Patients You don’t have to have a sophisticated setup to get started. Just make a spreadsheet and track these three numbers daily. You’ll also want to see what the totals are per month. Over time, you’ll be able to get a realistic picture of what your practice can produce and have some solid measurement numbers on which you can implement business management principles. There are a lot of other key performance indicators you should be measuring, but we’ll discuss those in future...

Announcing Dynamic Dentists

UPDATE – Dynamic Dentists has been renamed Divergent Dental Resources, LLC as of August 2014 I am pleased to announce the launch of Dynamic Dentists! So, what’s this site all about? It’s about helping dentists achieve their dreams. Many dentists are excellent clinicians, but feel ill-prepared to manage their practice from a business perspective. Dynamic Dentists equips these dentists with the necessary tools, strategies, and ideas that will make their practices grow to a high-performing and rewarding office. I’ve been involved with my dad’s dental practice for a number of years now and have seen what the marketplace looks like when it comes to dental consultants and practice management groups. There is some great information out there, but I think we have a lot to offer the dental community. Stick around and I hope you’ll learn how to make your practice the practice you’ve always dreamed of. Contact me if you have any...