Building Your Hygiene Department

February 2014
Change

“Change is the only thing that offers new opportunity”
-Ross Shafer
”If we keep doing what we're doing, we're going to keep getting
what we're getting.”
-Stephen R. Covey
Four Stages of Changing
Behaviour:

It is human nature to resist changing our behaviour or learning a new skill.
ch
Who Do We Serve?
Patients
 are the most important people in our office, in person, by mail or telephone
 are not dependant on us; we are ...
Keep in mind

 All patients call your office or show up for a reason
 It’s our job to find out that reason, and give the...
This is a team approach

T – together
E – everyone

A – achieves
M – more
80% of doing anything is knowing
why,
20% is knowing how
Discover why by identifying
the benefits
Outline the benefits of increasing hygiene

for patients

for the practice
What are the benefits for the
patients?
• dental IQ increase
• dental health improves
• overall health improves
• dental p...
What are benefits for the
practice?
• Greater numbers of patients in active
recare
• Less down time in hygiene department
...
The CDA estimates that 75% to 80% of adults have some
level of periodontal disease
Now we know Why!
Let’s talk about How!

 Step One: Perform a chart audit
 Step Two: Obtain active patient number
 Step ...
Hygiene Eye Opener
Total number of patients on recare =
(this is the number of active patients)
Safe to say:
% - 3 month r...
Standard of care

Begin by establishing a periodontal protocol
Three types of patients

A’s –
B’s –
C’s –
The Three R’s of Hygiene

 Recare

 Reactivation
 Retention
Recare

Backbone of the dental practice
60-70% of restorative dentistry
Periodontal productivity should
account for 33%...
Recare
Prebook
Electronic text / email
reminder
Sample Recare Flow Chart
Recare Patient

Prebooked
(indicate in
schedule prebooked
status)

Not scheduled

One month prior...
Patients return for hygiene if they
value it!
How do we create value for hygiene?

 Educate, educate, educate

 Earning patient’s trust
 Make patients feel special (...
Reactivation

•

Discover how many reactivations are required

•

Create a team for reactivation

•

Get in touch with you...
Get excited!

See this as an incredible
opportunity for improvement
Your attitude is the propelling
force towards tackling...
Retention

How does any business retain it’s customers?
 By providing excellent customer service
 By meeting and exceeding their needs
 Focusing on the “fluffy stuff”
 By giv...
5 Secrets of Patient
Satisfaction.
1. Patients can be tempted to go elsewhere
2. Patients compare their experiences.
Treat...
Did you know?

 The attention span of the average person is three minutes
 When we have a bad customer service experienc...
How do we deliver great customer
service?
• Understand that the deepest need of
human beings is to be understood.
• Develo...
Communication is:

17 % Words that
you use
28 %
voice

Tone in your

55 % Body
Language
Words – 17% of
communication
Instead of:

Use:

 Waiting room

-

Reception room / area

 Cancellation

-

if schedule o...
Body Language – 55% of all
communication
• Eye contact
• Smile

• Friendly firm handshake
• Pleasant hand gestures
• None ...
Tone of voice – 28%
• Reflect back to patients in their
tone of voice.
• Be enthusiastic and energetic
• Speak clearly and...
“What do you want? I don’t have all
day!”
“Hi I’m Sunshine, how may I help
you?”
Write Down What You See
Listen More. Talk Less

You have two
ears and one
mouth
Summary

•Review hygiene schedule and adjust
appointment lengths
•At staff meeting share hygiene
protocols
•Set and monito...
Go The Extra Mile

and Always With a SMILE!
Thank You
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Hyg p pt feb 2014

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  • Why do some practices excel in their hygienedepts while others struggle. The answer is Attitude, attitude, attitude and of course accountable systems.Today we are going to discuss productivity, who’s uncomfortable with #’s the reason we use #’s is that they are measurable. This is not about making anyone right or wrong it’s to define where we are, where we should be and where we are going!
  • Phoney, uncomfortable, comfortable, incorporated
  • Now that we developed a standard of care and before we go ahead with the 3 r’s of hygiene I would like to add a tile about 3 different pt types
  • Speak on consumers buy what they value, ie: Roy and his outdoor wear! Or organic food
  • Hyg p pt feb 2014

    1. 1. Building Your Hygiene Department February 2014
    2. 2. Change “Change is the only thing that offers new opportunity” -Ross Shafer
    3. 3. ”If we keep doing what we're doing, we're going to keep getting what we're getting.” -Stephen R. Covey
    4. 4. Four Stages of Changing Behaviour: It is human nature to resist changing our behaviour or learning a new skill. ch
    5. 5. Who Do We Serve?
    6. 6. Patients  are the most important people in our office, in person, by mail or telephone  are not dependant on us; we are dependant them  are not an interruption of our work; he or she is the purpose of it.  are not outsiders to our business; they are part of it  are not cold statistics; they are human beings with feelings and emotions  bring us their wants and needs. It is our job to fulfil them.
    7. 7. Keep in mind  All patients call your office or show up for a reason  It’s our job to find out that reason, and give them what they want
    8. 8. This is a team approach T – together E – everyone A – achieves M – more
    9. 9. 80% of doing anything is knowing why, 20% is knowing how
    10. 10. Discover why by identifying the benefits
    11. 11. Outline the benefits of increasing hygiene for patients for the practice
    12. 12. What are the benefits for the patients? • dental IQ increase • dental health improves • overall health improves • dental problems diagnosed early Remember we are not just “cleaning teeth”, we are maintaining healthy bones and gums
    13. 13. What are benefits for the practice? • Greater numbers of patients in active recare • Less down time in hygiene department • Percentage of hygiene production is better aligned • Increased practice production • Hygiene flow is smoother and consistent • Increased team moral • Increased practice value
    14. 14. The CDA estimates that 75% to 80% of adults have some level of periodontal disease
    15. 15. Now we know Why! Let’s talk about How!  Step One: Perform a chart audit  Step Two: Obtain active patient number  Step three: Develop a standard of care
    16. 16. Hygiene Eye Opener Total number of patients on recare = (this is the number of active patients) Safe to say: % - 3 month recare interval = visits ( x4) % - 6 month recare interval = visits ( x2) % - once a year visits (x1) = Total hygiene visits = ÷ number of pts seen daily = (# of hygiene days required per year)
    17. 17. Standard of care Begin by establishing a periodontal protocol
    18. 18. Three types of patients A’s – B’s – C’s –
    19. 19. The Three R’s of Hygiene  Recare  Reactivation  Retention
    20. 20. Recare Backbone of the dental practice 60-70% of restorative dentistry Periodontal productivity should account for 33% of the overall business production
    21. 21. Recare Prebook Electronic text / email reminder
    22. 22. Sample Recare Flow Chart Recare Patient Prebooked (indicate in schedule prebooked status) Not scheduled One month prior to appointment sent smile reminder or called Smile reminder or phone call one month prior to Booked Follow up reminder within 2-4 weeks Confirmed two days in advance Final reminder in two months due date One week smile reminder or phone call Two day courtesy call
    23. 23. Patients return for hygiene if they value it!
    24. 24. How do we create value for hygiene?  Educate, educate, educate  Earning patient’s trust  Make patients feel special ( Purple Sheet)  Praise them for what they are doing right  Communicate with them in a way that gets them thinking of the future
    25. 25. Reactivation • Discover how many reactivations are required • Create a team for reactivation • Get in touch with your need to serve your patients.
    26. 26. Get excited! See this as an incredible opportunity for improvement Your attitude is the propelling force towards tackling this practice shift
    27. 27. Retention How does any business retain it’s customers?
    28. 28.  By providing excellent customer service  By meeting and exceeding their needs  Focusing on the “fluffy stuff”  By giving them a reason to return  By making their experience memorable
    29. 29. 5 Secrets of Patient Satisfaction. 1. Patients can be tempted to go elsewhere 2. Patients compare their experiences. Treat each patient individually. 3. Loyalty is earned by meeting and exceeding customer expectations. 4. Patients expect service. 5. Patients are smart. They notice everything about your business. ser
    30. 30. Did you know?  The attention span of the average person is three minutes  When we have a bad customer service experience, we talk about it for eighteen months and we remember it for twenty three & half years  Also, they will tell sixty seven people
    31. 31. How do we deliver great customer service? • Understand that the deepest need of human beings is to be understood. • Develop better listening and communicating skills • Can you win over every patient? No! But we can give it our best shot.
    32. 32. Communication is: 17 % Words that you use 28 % voice Tone in your 55 % Body Language
    33. 33. Words – 17% of communication Instead of: Use:  Waiting room - Reception room / area  Cancellation - if schedule opens up or time comes available  Running late - Schedule interruption  Prices - Fees  Pain - Discomfort  Sign - Authorize  Pay for - Take care of
    34. 34. Body Language – 55% of all communication • Eye contact • Smile • Friendly firm handshake • Pleasant hand gestures • None hurried movements
    35. 35. Tone of voice – 28% • Reflect back to patients in their tone of voice. • Be enthusiastic and energetic • Speak clearly and concise • Speak in a volume patients can hear
    36. 36. “What do you want? I don’t have all day!”
    37. 37. “Hi I’m Sunshine, how may I help you?”
    38. 38. Write Down What You See
    39. 39. Listen More. Talk Less You have two ears and one mouth
    40. 40. Summary •Review hygiene schedule and adjust appointment lengths •At staff meeting share hygiene protocols •Set and monitor hygiene financial goals; daily, weekly, monthly •PRACTICE, PRACTICE, PRACTICE •Create scripts for various hygiene scenarios
    41. 41. Go The Extra Mile and Always With a SMILE!
    42. 42. Thank You

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