A Different Look at Resolutions

The typical thing to do at this time of year is to begin listing resolutions - things you want to do differently, better or perfect. The #1 thing that is on the list is lose weight &/or work out more. Most lists are followed with subjects on financial growth or debt reduction and then personal growth - either personally or with loved ones.

This year I would like to have a different type of list - of course, I want to lose weight, work out more, be more mindful about spending money and be a better person - however, I think that there are more important things to focus on that will probably lead me to achieve those 4 items on everyone’s list.

As consultants, we are often asked to ‘fix’ a certain area of the dental office - collections, retention of patients or treatment acceptance, more productive schedule, fewer cancellations, to name a few. I truly think that I would be a millionaire if I could create a magic wand that would automatically fix just one area and not need to look anywhere else. 

If Treatment acceptance is low, it is not because the treatment coordinator didn’t do her job and sell the treatment to the patient. If an office has more patients walking out the back door, then all the new patients that are coming in the front door, it’s not because of the failure of one person in the office. We coach offices that everything is a team event. Treatment acceptance, patient retention - everything that happens, good or bad, is a team win … or loss. 

When we talk about a team event, we focus on the patient experience from the beginning to the end - the minute the phone rings until the patient walks out the door. How do you answer the phone, how is the patient greeted when they walk in the door, escorted to the operatory? We deal with dental terms and insurance specifics all day, every day - do we break it all down for our patients so that they have a better understanding of their benefits or the treatment that is being recommended for them? Not talk ‘down’ to them, rather have a conversation so they can make an educated decision about their dental needs. 

I once watched in awe when an office gave each new patient a basic breakdown of their insurance, and repeated this when patients informed the office of a new dental plan. This happened before was escorted to the operatory. Who has time for that?  This office made it a priority and the patients appreciated it. 

What are some good resolutions that your office can list to begin this new beautiful year? Here are some that I would like to see added to office wish lists:

• Increase case acceptance by focusing on patient education, not pressure

• Foster a culture of accountability and mutual respect

• Celebrate team wins — big and small

• Review and update office protocols - monthly

• Focus on chart accuracy

• Optimize hand-offs between clinical and admin teams.

• Cross-train team members to support flexibility and coverage

• Fully utilize current practice management software features

• Conduct regular internal audits and chart reviews

• Ask for patient reviews and feedback more consistently.

• Support a positive culture

• Learn from each other, everyday

If you list out 12 resolutions - focus on one/month, you will end the year with improved systems that allow your office to work more efficiently. You WILL have better treatment acceptance, fewer cancellations, fabulous patient retention because you have honed in on the areas that make your office successful. 

Now for my resolutions this year, I want to:

• Make a difference to as many people as I can

• Live life colorfully

• Dance in the rain with my grandchildren (if we ever get rain again)

• Think outside the box 

• Choose to be happy

• Meet 3 new people every day

• Go to bed with a grateful heart

• Visit my sister more often

I don’t know if any of these things will help me with the basic resolutions on people’s list; who knows - if I take my earbuds out while at the gym, I will meet more people ✔️; dance in the rain and visit my sister will help with person growth ✔️; think outside the box - this may help on the financial side 💰✔️. 

Whatever you decide about resolutions, just think back to how fast last year flew by. This time next year, won’t it be nice to know that you look at resolution in a different way and it made a difference in your business and personal life. I’ll let you know how it works for me.

Happy New Year!

If I can help with anything mentioned in this article, email me at: Info@GTSgurus.com. 

---

Denise Ciardello, Consultant

Denise is co-founder of Global Team Solutions. A professional speaker and published author, her enthusiasm and knowledge about the dental profession has helped many dental teams. She brings experience, insight, and creativity into her management style, along with a sense of humor. In a profession that can cause anxiety in some dental employees.

Denise’s consulting approach is to partner with doctors and team members to help them realize the dream of creating a thriving, successful practice.

Denise can be reached at: denise@gtsgurus.com