For the record, every question I receive is a great one. Without pulling up my tally sheet, these five questions are among the most common.
Question 1: Our instruments are broken, missing or full of schmutz when I need to use them. How can I fix our sterilization process?
Answer: This is perhaps my favorite question. Sterilization seems to be where congestion can occur. Bottlenecks should NOT be in the operatory when you’re ready to treat patients. A broken or missing explorer could mean a loss in precious time in your busy schedule. This should NEVER be the case. You need to FIX sterilization. Sterilization starts in the operatory.
Remove a complex system and implement a simpler one. Check out “Dental Instrument Processing; We’re Not Dancing Here” blog. We’re going to make this process in your dental practice so simple, anyone can do it.
Question 2: How can I make my team accountable?
Answer: Define roles and on day 1 in your dental practice set clear and transparent expectations. Have written expectations that are simple and easy to understand. Without guidance, bad habits are easy to start, and hard to break. Is this how you want your practice to run?
With accountability comes responsibility. Unfortunately, most people tend to excuse themselves for the same negative behavior they blame others for doing.
You are a perfectionist so don’t expect perfection from your team. You’ll be - and remain - disappointed. Set attainable goals and provide them with tools that will help your team reach them. Otherwise, you will work way too hard making sure everything is done to your level of quality. That’s a lot of waste (re-work in LEAN terms). Remember that dentistry is your craft.
Get to know your team and their personal and professional goals. After giving them the right tools, try to inspire them to achieve their goals. Applaud their achievements! This motivates your team to ‘be better’. Errors and mistakes will happen, so be prepared. It’s OK. Mistakes teach us how to improve processes.
There are a few things that are difficult, if not impossible, to coach. You’re going to have to determine if your team has these uncoachable qualities; work ethic, customer service and empathy. It all starts with your leadership, Doctor. Dentistry is easy to teach. Be consistent. Be committed.
Question 3: Can you help my staff members get along?
Answer: This question is deep and likely not something you can turn around in one day. It takes work and starts with a clear mission and vision statement. Your mission statement is a “why” your business exists - a declaration of what you do for the clients you serve. It is something you display publicly and is meant to inspire and provide direction to the employees. The vision should motivate the team to make a difference and be a part of something bigger than themselves. (As I’m writing this, I’m thinking this is a blog in itself.) Honestly, if you have a clear mission and vision statement - along with Core Values - this question is insignificant. Let’s start with this and then we’ll talk.
Question 4: My supply costs are through the roof. I need more control of my ordering. Can you help with that?
Answer: Absolutely! The national average of supply costs per collection is 5-7%, according to Dental Economics article October 26th, 2016. I think this is a stretch as I’ve seen this number exceed 15%. If you collect $1,000,000 a year, you’re spending anywhere between $50,000 to $150,000 a year on supplies.
First, you need to realize BULK IS NOT BETTER! No matter how close you are with your supply representative, they do not have your best interest. Remember a key component of inventory control is called Visual Resupply. Your supplies become visible - which means you can tell at a glance what you have/don’t have - plus you’ve opened up a tremendous amount of space. I can take this to another level, but we’re going to have to talk about it. Many practices have tried to figure this out on their own by implementing the tag system or utilizing inventory control software like ZenSupplies, but I promise you the investment is not needed.
Wouldn’t it be great if you could lower your supply costs from 5% of collections to 4% just by establishing a simple budget?
Try this. Take your total collections from the last two weeks and multiply it by (let’s play it safe) 4%. The answer determines your budget for ordering.
Example: If you collected $40,000 (last two weeks) x 4% (our goal)= $1600 is your budget for ordering. (Guess what?!! You just saved $400!)
Question 5: Will You Share Your Checklists?
Answer: I’d be happy to! Just send me an email!