FAQ – Practice Improvement
- Why do I have so few new patients calling my business?
- My diary is so busy that I have no time for big cases, what should I do?
- How do I get my team to do what I want them to do?
- Would I benefit from a Patient Care Co-Ordinator?
- Should I wait for the right team before bringing in a consultant?
- How long would I need to work with a consultant?
- What if team members leave during the training?
- Can you help me find an accountant?
- Does consultancy come with a guarantee?
Firstly you need to establish how you are tracking the number of clients calling your business. Most dental practices only record the number of patients that book an appointment but this isn’t a true reflection of the number of people enquiring.
We advise the implementation of a system to log the number of enquiries, reason for call and if the enquiry led to a confirmed appointment. Part of our service is to provide practices with a telephone enquiry log sheet and the necessary verbal skills which give your team the skills needed in order to convert an enquiry into a confirmed appointment.
Whilst it is good to be busy it’s far better to work smarter not harder. The key to this is to have a scheduling policy. Reserve time in your diaries for the big cases and new patients, providing your team are equipped with great verbal skills you will not have to panic about the space being filled. The scheduling should be discussed as part of your morning meeting.
Along with the appointment diary, this is a very common frustration amongst dental practices. Most principals have reduced energy due to staff, patients, schedule and personal issues. This means that there is little time for practice development. Therefore it’s best to get the systems in place. Remember it’s the systems that run your practice.
Therefore ensure your team know exactly what you expect from them, this may seem very basic but it’s surprising how many principals assume their team know the most basic things such as time needed for a particular appointment. Have efficient induction systems in operation, this way you can find out very early what support or training needs individuals need, also ensure appraisals are conducted every six months. It is very important to give the team members feedback especially when they do something well. Unfortunately most practices will only comment when something goes wrong causing lack of morale and could lead to a resignation. It is just as important to have job descriptions and that your induction system covers every area of the job description.
A patient care co-ordinator is proving to have huge benefits to dental practices throughout the UK. A patient care co-ordinator will manage the time of the dentist and at the same time build rapport ensuring the patient receives outstanding customer care.
A patient will always remember how you made them feel.
This role can be extended to the patient care co-ordinator presenting the fees, many patients perceive the dentist to be in a very high income bracket and therefore unable to understand the patient’s financial limitations, they relate better to a team member presenting the fees. A well trained patient care co-ordinator along with payment options will have a dramatic impact on your case acceptance rate and profitability. Read what some of our clients say in our testimonial section.
The right team doesn’t exist, you will be waiting forever.
Remember it’s the systems that run the practice. A consultant will work with your team and train them in the systems; your consultant will remain in contact with your team and carry out mystery shopper calls to ensure your team implement the systems. Should you have any concerns with a team member your consultant will be on hand to advise you throughout and after the training programme.
This will depend on the requirements of each individual practice. At Frank Taylor and Associates we initially visit your practice and spend 2 hours with you to understand your personal goals and the requirements you have for your practice. Once we understand your goals we will let you know what can be achieved.
We can work with practices from one day to four days. Many of our practices choose to have ongoing help on a six to twelve monthly basis.
This causes dentists and managers great concern but it is important to remember that systems run the practice. Having said this team members do leave from time to time, some individuals aren’t willing to make the necessary changes.
As a principal it is important that you remain focused on your goals for the practice and not difficult individuals. You must ensure that all new team members are trained on all the new systems that get implemented into your practice through an efficient and formal induction process. You will also want a supportive consultant who will help you through these challenging times. Ideally look for a consultant that offers a back-up service for new team members, for example, at Frank Taylor and Associates we provide a full training day at our offices for all new team members that join your practice within a year of completing a training programme.
Yes, we deal with a number of accountants who specialise in dentistry and cover all of England and Wales. We are not paid any commission for referring our clients to accountants and make our recommendations based on their track record of dealing with our clients.
Unlike most consulting companies we are happy to offer a full money back guarantee if you feel the training hasn’t improved your practice. The only requirement is for you to demonstrate that you have applied the tools and techniques that you have been taught.
We are very proud of what our training achieves and are sure you will be delighted with you and your teams achievements.
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