We recently had a potential client with an established practice ask us to help her understand what it is that Mosaic actually does to improve the running of the practice. Her concerns were not so much about how to improve production, (although she wouldn’t mind that happening) but rather how to help the staff work together as a team on a daily basis. After we finished a long email to her, we realized other potential clients might have the same question. What areas do you work on? Here is a partial list. We always say partial, because every consulting plan is tailored to the specific needs of that particular, unique office.
Teamwork, Ownership and Pride
What teamwork is really all about and how to accomplish it, and also the things team members do to undermine it
What ownership of your job means, how we accomplish that, and what are the rewards
Pride is a word many have forgotten….not false pride….but pride in a job well done. We work on how to get that back
We also have an analysis based on the SWOT analysis that we have adjusted to work very well in dentistry. This is a favorite of many of our clients
Hygiene
We have a full program for the hygiene department regarding both their treatment presentation and the follow up from the rest of the staff. This generally involves one long meeting each day over lunch and implementation during patient hours
What is the best approach for your hygienist to take regarding needed or suggested ( such as Invisalign) work, and how can you and the rest of the staff follow up and encourage the patient to follow thorough?
How do we best work with the reluctant patient who wants “just a cleaning” even though he/she has serious periodontal issues?
How can the front desk best support the hygienist with good preparation prior to the appointment?
What Can We Do Better at the Front Desk?
Our goal is to always implement an old retail expression, “go for no.” In other words, you know doctor’s treatment is appropriate and needed, so do not stop trying to schedule and presenting treatment until the patient actually says “no.” We don’t turn your staff into used car salesmen, rather we assist them to get past their kindest nature regarding finances and assuring the patient understands they also feel the treatment is necessary.
This also ties in with working on mutual respect from the front to the back. While it’s disrespectful for the front staff to seriously overload a schedule, it’s also disrespectful of an assistant to come out “guns blazing” before she hears the full story. Both partners must do what’s needed for the patient and they do not need to be adversarial to do it. We do a great deal of work on this with staff while we’re in office.
Systems
We work on being sure that all your systems are working well and smoothly. No one can do their job well without the right tools and just because this is how the previous lady did it, doesn’t mean it’s the right way.
Excellent Customer Service
This is another area of our culture that has gone away and patients are always stunned when they receive it. No stretching the truth almost to lying, no being too busy for a patient, always answering the phone like a friend, always welcoming patients like a guest
This includes a type of scripting that gives ideas what to say, while encouraging staff members to put these thoughts into their own words.
Business management
Areas such as additional monetary empowerment, wages and benefits are a big part of making the staff feel like a team so we do work with the doctor on these areas.
The above are a few of the many areas we touch on when we come into an office. One visit may include one topic, or a few, as time and staff cooperation permit. We appreciate the tough role the doctor has as business owner and clinician, and we work to empower them to become the best doctors and leaders they can be. We also appreciate the vital role staff play in an office and we help them to strive to give their best to the office every day.