Running a dental business is a lot like coaching a football team. What does my dental practice have to do with the NFL? Well, nothing, unless you’re the team dentist. I’m talking about the tools you need to have in place to run a successful dental practice. It’s much like preparing for the Superbowl.
I grew up playing sports - organized team sports specifically. I started playing basketball and softball at the age of 6. By the time I hit junior high and high school, volleyball and track and field were added into the mix. I played four different sports with four different coaches. Sports were and are a big part of my life. My dad would say, “second place is the first loser”, so losing was not an option and it didn’t happen many times.
Practice Makes Perfect
When the NFL season is in full swing, a game is played once a week. In preparation for the upcoming game, the head coach puts a game plan together and the team practices the other six days. In dentistry, you need an organized processes flow chart for predictable wins in your dental practice. And you’ve got to practice!
You would never ask a new hire to discuss a complex treatment plan, would you? But, could you coach her? Absolutely!
Role Playing Is the Best Form Of Training
Reinvigorate Training is the third component in our suite of Onsite Clinical Trainings. It’s probably my favorite because it’s interactive, educational and a team effort. Together, we build a playbook - your practice handbook and standard operating procedures. It’s important everyone understands the plays. I am a firm believer in A) conducting staff meetings and B) those staff meetings would include training. Role playing is the best form of training. The goal of role playing is to practice how to handle people better. It’s not just about reading the plays or listening to how to run the play. Your team must be able to execute the play.
From Flow Charts to Organizational Charts
I know your business may be small and you are very, very busy, but take the time to build your organizational flow chart now. An organized flow chart should be a visual representation of how you manage your dental practice. It may look small now but it will be the core foundation and set you up for growth - and the fact is, growth without organization is a recipe for disaster.
In the NFL, teams have coaches for the defense, offense, quarterback and special teams. Those coaches answer to the head coach. The coaching staff meet regularly to go over game plans, issues and opportunities to ensure predictable success without injury. The head coach answers to the owner.
I’ve worked with large private practices who have teams of doctors, assistants, hygienists, marketing and admin. Each department has a lead. Leaders meet regularly with the operations director who then meets with the doctor owner.
You have just opened your first dental practice. It’s a start-up. You hire one assistant and one front desk staff who report directly to you. Due to increased patient flow, your front desk staff member is inundated with more tasks and you must hire a second person for the front desk. Agreed! But before you jump onto Indeed, what are the responsibilities of the new hire?
A good organizational flow chart would note the responsibilities of each department. This way, you will have a plan in place for the new hire and a plan for training the new hire. Before long, you’re ready for a hygienist and a second dental assistant. In a short time, you will have doubled the number of employees from the day you opened your doors who all report to you.
It won’t be long before you are juggling more staff issues than patient issues. You have determined that you cannot manage the staff issues while caring for patients. Your family is eating a late dinner while you stay late in the office to play numbers. What do you do?
Make Your Organizational Chart - And Make It Visible
Most dental practices lack defined systems and processes. With no clear ‘playbook’ for how things need to get done, your staff has no direction and is running all over the place. They may quit. Executive coach, Jack Daly, uses the example of a new player showing up to play on a college team, “I don’t need a playbook I’ve got my own style.” That player would earn himself a seat on the bench.
How much better would your practice be if everyone followed the same processes, systems and checklists? Provide your team with these tools so that you can focus on the game - delivering exceptional care to your patients.
The next time you have an unexpected cancellation or no show, don’t hit up Facebook to see what the most recent Nifty Thrifty deal is, consider it an opportunity to practice with your team.
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