Perhaps there is nothing more important than well defined protocols for communication between team members and transfers for your patients. I sure hope you took time to really dive deep into this. This is where the greatest inconsistencies are found (and complained about) from team member to doctor and vice versa.
If you are in a hurry or having a bad day or your mind is somewhere else, the slightest variable will distract you from having perfect communication because we are all only human. Effective communication takes incredible clarity, focus, attention and thoroughness with the outcome you are working to make happen.
This is why I encourage you to lay out every expectation that leads to success for each step in your process.
One of the parts of every patient experience that is usually rushed is of course the most significant and important part – the last stage of the visit when we are getting the clinical yes and making the transfer to present and solidify the treatment.
The clinical team member or doctor is rushing and not making sure the patient has complete clarity and commitment to the treatment. It can be not doing a complete handoff when moving to the business team member to close, collect and schedule the treatment. It can be not exiting properly based on your protocols. My preference is treatment coordinator coming in the room so the clinical decision is made and confirmed in the op and then the money and scheduling closed in the consult room or up front if that’s the way it has to be – BUT – the key point is the decision has already been made BEFORE the patient has left the clinical environment.
This is a review of some basic principles. Still, practices shortcut it, half-ass it, rush it and think they are going to get the same outcomes.
That’s the whole point of our series together – Success Leaves Clues. You can’t do only a few pieces and still expect the same results.
When tracking your presented treatment and acceptance, you can see exactly how well you are doing. And you have to ask yourself why isn’t it better, what are we NOT doing right and what ARE we doing wrong?
I told you we would talk about protocols that create more consistent patient outcomes.
First you need to define what outcomes you want…
For hygiene.
For an emergency.
For a New Patient with a comprehensive exam.
For scheduling quadrants or bundle treatment.
For perio then treatment or a complete presentation.
You can’t just have one cookie cutter set path that every patient exits through regardless of what they are doing or what has been diagnosed. Otherwise, you end up with very choppy visits, small segments of treatment and you diminish the value of the schedule and production potential of the practice. Simply because your protocols are not customized and specific for various circumstances.
Imagine if the golfer made no adjustments for wind or weather or terrain.
This is what I always refer to as ‘going through the motions.’ You can’t do it; not in life and not in business and certainly not in dentistry.
Think about this today, before I give you some specifics on tips and strategies for improving outcomes with your patients.
What do you have to say – about the key things that must happen in various visit types and categories of patients – that elevate your chances of getting more consistent outcomes.
Where do your protocols need to be flexible and have multiple choice steps? Where are you getting in your own way of rushing the end, not talking completely through the treatment and getting the commitment from the patient?
You can’t quick-step the finish, the most important part…
Acceptance. Collections.
This isn’t just an “up front” thing, this is an every team member awareness all the time thing that is either leading the patient towards commitment or away from it.
Desired outcomes require deliberate strategy. There should be no more random acts of dentistry; instead orchestrated, thoughtful actions with predictable, consistent and maximized results.
