The first in my new series of articles about practice management. I suggest how practice owners should begin the process of improving their dental practices and I outline the steps in a typical patient journey. I make my first reading recommendation.

1. Virofex
24Practice Management United Kingdom Edition January 28 - February 3, 2013
Turn your good practice into a
great one – part one
This new series by Jacqui Goss takes you on a journey toward perfection!
• step four, a patient is dealt
with according to whether
they are new or existing
• step five, a patient receives
clinical assessment or treat-
ment
• step six, the recommended
course of action is discussed
with a patient
• step seven, a patient is dealt
with according to the agreed
course of action
• step eight, feedback is ob-
tained from the patient
It doesn’t end there, of
course, as the feedback should
be one of the things that influ-
ence changes and enhance-
ments to step one and the rest
of the journey.
Now, I fully appreciate that
I’ve not included some of the
terms, such as telephone ex-
A journey of 1,000 miles starts with the first step cellence and instinctive mar-
keting, which I mentioned
H
appy New Year! So, is formation, suggesting ideas you involve your whole team. look at the ratings after the earlier. I’ve also apparently
2013 when you’ll de- and explaining what does and Not only is their cooperation meeting. If one or more head- left out topics such as admin-
velop your good den- does not work. You don’t need and support going to be vital ings have been marked low istration systems, follow-up
tal practice into a great dental to do everything or even any- during the development of the (especially by more than one procedures and PR. To my
practice? I hope so because thing I suggest. You may take practice but also they see and person), you’ll need to bottom mind, all these things should
that’s what my new series of a contrary view and choose a know things that you and sen- out what the problem(s) is/are flow from the patient journey.
articles should help you to do. different course of action. At ior staff don’t. and work out how to resolve For example, PR and market-
In a further nine instalments the very least, I hope my arti- it/them as a priority. For ideas ing should relate to step one
I’ll run through everything cles help you think, help you On the basis that develop- and assistance you can access in that potential new patients
from telephony excellence to assess where you and your mental action is best done if my previous Dental Tribune need to learn of your existence
patient satisfaction and sys- practice are along the devel- it’s fun, I suggest you set the articles here: http://www.den- in the first place. Administra-
tematic follow-up to instinc- opment continuum and help tone from the start. So, for the tal-tribune.com/printarchive/ tion systems should support
tive marketing. you decide what steps to take. next team meeting, ask each index/product/23 how efficiently patients are
Who was it that said: “stand- member of staff to bring along ‘processed’ and should allow
Don’t misunderstand me; ing still is not an option?” I an envelope. As an aside, you My guess is that if yours for proper management of the
this is not a series of master- don’t know. But then none of may wish to note those who really is a good practice, the practice – they are not there
classes. Far be it from me to us knows everything, do we? come with a used one rescued ratings should be above the merely for their own sake or
claim virtuosity. What I do from the paper recycling bin median value under all head- just to give practice manag-
have are years of experience While it’s true that a ‘jour- (positive Brownie points) and ings. So, which direction is ers a headache when they go
in retail management followed ney of 1,000 miles begins those who bring a brand new now appropriate for your first wrong!
by more years in dental prac- with the first step’, unless you one taken from the stationery steps toward dental practice
tice management and busi- make that step in the correct cupboard (negative Brownie greatness? I suggest you fol- With each of my articles,
ness development. Currently, direction, you’ll so get lost! points). Say you wish to con- low the same route as I intend I’ll try to suggest further read-
I’m racking up the years in With this in mind, the journey duct a back of an envelope au- taking with this series of arti- ing or research for you and
practice management consul- from good practice to great dit of how good the practice is cles – the patient journey. This your team. This time, I recom-
tancy – meaning I get to visit, practice could usefully begin and then join your staff writ- should also ensure you devel- mend you buy or borrow The
assess, advise, help and men- with an audit. Aaargh! Stop ing down very broad headings op a (even more) patient-cen- 7 Habits of Highly Effective
tor a lot of dental practices. reading now... I’ve written the such as: premises, marketing, tred practice. People® by Stephen R. Covey,
a-word! Don’t worry I’m sug- appointments, ambience, in- which is an excellent book for
Together with the prac- gesting a back of an envelope house communication, deal- Without going into great focusing on specific ways of
tice owner and practice team audit rather than a full-scale ing with complaints and so on. detail at this stage, I suggest thinking and acting to become
we move things forward, im- Audit with a capital ‘A’. It the patient journey comprises more effective. DT
prove the patient journey, at- will be a quick assessment of Start the ball rolling and the following stages:
tract more patients, increase where you and your practice then take suggestions for About the author
turnover and profits and make are. Consider it a glance at a headings from team members • step one, a patient finds out Jacqui Goss is the
managing partner
the practice a happier, more map and the taking of a com- – until you have about ten or your practice exists of Yes!RESULTS
efficient place to work. The pass bearing to ensure your a dozen. Now ask everyone dental practice
• step two, a patient makes management con-
key word in that sentence is first step is in exactly the right to rate the practice from one
sultancy. Many
together. direction. (poor) to 10 (brilliant) against an enquiry and makes an ap- practices utilise
each heading and do so your- pointment her knowledge and
expertise to con-
This series will be me You can do it solo or self. You should encourage siderably improve
sharing ideas with you, rais- in conjunction with your quick personal responses • step three, a patient arrives their patients’ journeys.
ing topics for you to consider, associate(s) or practice man- without debate or discussion. at the practice Email: jacqui@yesresults.co.uk
recommending sources of in- ager but I strongly suggest Collect the envelopes and
DTUK_issue2_12-21.indd 24 23/01/2013 17:57:20