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
Building Your Hygiene Department
“Change is the only thing that offers new opportunity”
”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
It is human nature to resist changing our behaviour or learning a new skill.
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.
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
This is a team approach
T – together
E – everyone
A – achieves
M – more
80% of doing anything is knowing
20% is knowing how
Outline the benefits of increasing hygiene
for the practice
What are the benefits for the
• 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
What are benefits for the
• Greater numbers of patients in active
• Less down time in hygiene department
• Percentage of hygiene production is better
• Increased practice production
• Hygiene flow is smoother and consistent
• Increased team moral
• Increased practice value
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 three: Develop a standard of care
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
Total hygiene visits =
÷ number of pts seen daily =
(# of hygiene days required per year)
Standard of care
Begin by establishing a periodontal protocol
The Three R’s of Hygiene
Backbone of the dental practice
60-70% of restorative dentistry
Periodontal productivity should
account for 33% of the overall
Electronic text / email
Sample Recare Flow Chart
One month prior to
smile reminder or
Smile reminder or
phone call one
month prior to
Follow up reminder
within 2-4 weeks
Confirmed two days
Final reminder in
One week smile
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
Discover how many reactivations are required
Create a team for reactivation
Get in touch with your need to serve your patients.
See this as an incredible
opportunity for improvement
Your attitude is the propelling
force towards tackling this
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 giving them a reason to return
By making their experience memorable
5 Secrets of Patient
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.
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
Also, they will tell sixty seven people
How do we deliver great customer
• Understand that the deepest need of
human beings is to be understood.
• Develop better listening and
• Can you win over every patient?
No! But we can give it our best shot.
17 % Words that
Tone in your
55 % Body
Words – 17% of
Reception room / area
if schedule opens up
or time comes available
Take care of
Body Language – 55% of all
• Eye contact
• Friendly firm handshake
• Pleasant hand gestures
• None hurried movements
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