I learned early on in my time as a practice owner the importance of developing solutions to problems FAST.

A stumbling block to this process that I used to experience is one that I now see JPPS clients suffering. When a problem is caused by a staff members’ mistake, for some, there is a desire to bring that staff member to a space where they are noticeably remorseful, or feel deep regret. This may come from an ‘eye for an eye’ mindset where if you feel slighted, the person responsible should also feel upset, to even things out.

However let me assure you, to deal with problems in this way is destructive; destructive to your relationship with your staff, and destructive to the process of developing solutions.

You may think that focusing on the mistake is a way of making sure it doesn’t happen again, and that you are then perceived as dealing with the problem effectively. This is not the case. It is more likely that others will see you as petty and controlling.

Studies on human behaviour show that when we are called upon to solve a problem, certain parts of our brain become more active. Interestingly, it is also these very parts of the brain that become stifled when we feel badly about ourselves. Making someone feel guilty or blamed results in that person being LESS able to contribute to any kind of solution. On the other hand, helping someone feel empowered and valued makes these problem-solving parts of the brain active and alive.

Moving beyond unhelpful traits make us better leaders. I encourage you to reflect upon your reaction when people around you make a mistake. Do you get stuck in the problem in your attempt to garner remorse? Instead, choose to empower your staff and get to the solution FASTER!

By Rose Holdsworth and Kelli Dearlove, People In Practice

We live in a savvy world

As consumers become more aware about what they want and how they allocate their money they also demand that their provider be recognized as a star performer and worthy of those precious dollars. They take their choices seriously and will use what is often their discretionary investment in a considered and informed way. Long gone are the days that consumers see their medical and dental professionals as undisputed. They demand value for money from all walks of life.

Correlation between savviness and quality

Quality has long become an overused word. Its quality this and quality that. Someone is making millions out of that single – subjectively ambiguous word.

So what does it mean for your patients?

This is something that you should be assessing on a continuous basis. How to assess? Ask them – because people love to tell you what you could do better especially if what you do is costing them money. Some of the easy and effective ways to do this are through Patient Feedback Forms for your older and less technically inclined patients or a click on your website for the more advanced Gen X through to millennials who are much more likely to go straight to media. The problem lies in what to do once they have pointed out something that might need improvement?

By the way – the above paragraph is somewhat of a generalization – I am a baby boomer and quite happy to click and tick as opposed to continue using my handwriting skills honed into me by the Sisters of the well shod daughters. But I digress.

Be the practice of first choice

A more strategically viable way of defining what is quality and using that patient feedback is to go through the Accreditation Process and reassess your current practices and service standards.

You have heard about Dental Industry Accreditation. You registered in your mind that perhaps you better look into it when you get some time. How are we doing so far? Don’t worry you are more focused on your art of Dentistry. This paperwork stuff is a diversion right?

Your patients will love being able to say that they go to an accredited dental practice and you will as a practice reap the benefits of market share improvement in what has become a hugely competitive market sector. Accreditation gives you a point of difference compared to the 10 other practices in your 2 km radius.

What is Accreditation?

The Dental Practice Accreditation is currently voluntary at present. So you can go through the process in a manner where you can take your time and make haste slowly or wait until legislation makes it mandatory. In the latter case things get hectic as you try to run your practice and move through the process at someone else’s pace. As a practice owner the ideal is to maintain control of what gets done and more importantly when it gets done.

It involves in general terms making sure that your practice essentials are up-to-date, legal and efficient. The standards cover employee relations and benefits, health and safety, immunisation records, patient care, recording and storage of key information and management of policies and procedures. A key criteria for success is that not only do you end up with quality paperwork and processes but that you can actually prove that you are doing what you say you are doing. That all takes time and effort that practices do not necessarily have at their disposal in a busy environment.

Benefits?

As I have stated above, accreditation is not yet legislated but it will be in the near future. It has been a pattern in all professional and commercial sectors where they are going through their own enforced accreditation processes.

As government starts to provide stricter rules and regulations about work practices and service delivery standards these processes will graduate from voluntary involvement to ` must do’ in order to operate in your chosen market.

Like other sectors, Professional Indemnity, Professional Memberships and consumer awareness will all want to see the Practice accredited as a high quality, high standard and compliant operation before they decide to cover your liabilities or bring their families to your doorstep.

An added benefit for those of you who might be thinking of selling your Practice in the future and retiring to live out your life dreams. Being an ‘Accredited Practice’ will make your business more valuable to potential buyers when negotiating that end price.

People in Practice was founded specifically to service the increasing demand from dental practice owners for assistance with one of their biggest challenges — their people. Alongside that, the growing demand from government to push through Accreditation across the dental industry will mean that Practices will need to have their systems and processes up to date and compliant.

We provide dynamic solutions, through our performance strategies, “accreditation ready” programs, employment contract / pay rate reviews, cost reduction for maximising asset value, and Fair Work employer representation services.

People in Practice is a one stop human resource management service to the dental industry that provides the essential backup to support our Practice Principals and dental business owners to increase “gross revenue and business value through smart people strategies that are realistic, achievable and cost effective”.

Together we bring a range of skills to partner with you, your Practice Manager and staff.

Please call us for a conversation at no cost to you.

By Julie Parker, Julie Parker Practice Success

Over the years of being both an employee and employer, there here have been particular instances of employee unhappiness that have caused me to deliberate.

They have been times when the employer has been seen to do all the ‘right’ things. They pay above-award wages, are clear about all employee entitlements, create a supportive and caring work environment and personally acknowledge the efforts of the employee. But then something seemingly minor happens – for instance the employee requests time off that is outside what they are entitled to and the request is refused, or the employee starts arriving 10 minutes late most days and is spoken to respectfully by her superior to rectify it – and the employee exhibits feelings of disappointment, hurt and sometimes anger.

On the surface, the employer is complying with workplace laws and upholding business standards and fair work practices so it therefore seems unreasonable for the employee, in such situations, to get upset.

But there is upset. There is something I was not getting here. So I deliberated…

I came to the conclusion that the issue is the ‘currency of employment’. Let me explain.

The arrangement everyone agrees to is clear. The employer and employee agree to exchange money for performance. Problems arise when there is a perceived disparity in this trade.

Consider a square table separating an employer and an employee. The employer places a stack of money on the table, and slides it to the middle of the table. This is the employer’s currency. There is a definitive and finite value to it. If it is $1,000, then it is $1,000 – no more, no less. The employee, in return, places their performance on the table. They start to slide it in to the middle. They see their years of experience and know-how in this, their currency. They see their blood, sweat and tears, their triumphs, and their weaknesses. What value is there in this? If it’s not $1,000, then what is it?

While the employer is satisfied with the trade of money for service, the employees in the above examples are upset because they are trading their currency which has an infinite value. Yes, they are paid the money, but they are left expecting more. They are worth more, aren’t they?

So how do we work with this reality and all still be happy?

For starters, being aware of the underlying mindset is powerful in itself. But the solution is to reassure your employees that you ‘see’ their talent and commitment to your practice. Acknowledgement and praise are vital to ensure employees feel valued, and to ensure they know when they are meeting expectations. But during any situation where the employee feels they are treated unfairly when they consider how hard they work, discussing the value you see in them and highlighting what you see as their strengths goes a long way.

“The currency for employment is not just money for performance. It’s the human element too. It’s a package deal.”

By Julie Parker, Julie Parker Practice Success

I’m going to tell you a story. It’s a story of a time that I am not proud of…but am grateful for. Grateful because it established in me a commitment to never repeat this behaviour.

It occurred about a year or so prior to me buying my dental practice in Brighton, Victoria. I was working with a great staff; High energy, happy and supportive. I was receptionist and one of my responsibilities was to arrange the monthly staff meetings. Every practice in Australia appreciates that it is quite a task. Getting all staff in the one place at the same time when there are different shifts and routines, I have since accepted and embraced, is often not an achievable outcome. But at this stage of my career I still possessed that young and incorrect perception that others should feel compelled to do what I ask…

One of the people I had worked with, Vivienne, (not her real name), was one of a kind. She hailed from Canada. So very polite, so very gracious. Vivienne never had a bad intention towards anyone, only love and support. She was so sweet that others upon meeting her would ask me, “Is she for real or is it an act?”

I approached Vivienne with the plans of the staff meeting. I was pleased as punch as everyone else had said they were able to attend. However Vivienne said she would not be available. I felt the frustration rise in me. I heard that young, misguided voice say out loud to Vivienne “Whatever Vivienne. Everyone else can come so the meeting is happening.”

BANG! Peaceful, loving, gentle Vivienne slammed her hand on the coffee table. I jumped. “You will NOT speak to me that way!”

Wow.

For Vivienne to react to my poor attitude in such an instant and obvious way told me that this had not been the first time that I spoke to her with disrespect. I was horrified, and became more horrified as the moments ticked by. In all my years working with Vivienne I had never heard her raise her voice or challenge anyone. I had let her sweet manner to mean that it didn’t matter how I treated her. And now she was reacting like this…because of me.

I apologised to Vivienne. I sat down with her and assured her that I knew I was wrong. That she did not deserve to be dealt with in such a flippant and hurtful way. And, because she is a beautiful person, Vivienne forgave me. It never happened again.

I reflected over my intentions when I responded so badly. What did I expect? For Vivienne to turn and say “Oh no, I didn’t think my absence would upset you Julie! I WILL BE THERE!”

As I stated, I am grateful for this experience. It is unfortunate that at times we need something dramatic in order for us to make fundamental change. I came away with a lesson that I still live by today, and will so forever.

LESSON: Regardless of what is happening, always address people with respect.

Taking this lesson through my practice ownership was imperative to my success. It is imperative to your success, too. Forcing people to do what you want them to do is a sign of bad leadership. As leaders – as staff members – we will be successful if we inspire. Inspire enthusiasm and participation in others. Work with people on solutions rather than forcing people to fall in line.

“There are many roads to Rome. Disrespecting those around you in any way is not one of them.”

By Damian Baskin, Centaur Software

As technology continues to grow as part of our day-to-day life, mobile devices are revolutionising the way customers organise healthcare, including browsing for dental practice information, choosing a provider, booking online and confirming appointments.

Dental practice management software in Australia needs to be conducive to the rising popularity of technology and the role of smartphones as a method by which we gain information and make choices. Mobile devices can play a big part in the overall patient experience, leading to increased patient satisfaction and retention and increased referrals to your practice.

Dental4Windows, a leading dental practice management solution, is aware of these changes. It has automation for appointment reminders and recalls to eliminate manual errors and make the process more efficient letting your patient know of upcoming appointments by SMS or email. Combined with Dental4Windows’ integrated online booking system, eAppointments, it allows patients to use their smartphones, computer or iPad to make a booking. They can see appointment availability in real-time and can make a booking that suits them, without needing to actually call the practice. Putting this power in the hands of the patient means they can begin to take more responsibility for their own dental care.

The new way to book dental appointments is online

An increasing number of patients are choosing online as their preferred method of appointment booking. It reduces time spent on the phone negotiating appointment openings and it can be done at any time of the day. An online booking system ideally needs to be wholly integrated with the practice management system so that the two can work in tandem – patients can easily book and the practice can just as easily confirm. D4W‘s online booking system, eAppointments, is wholly integrated into Dental4Windows.

Appointment reminders direct to patient smartphones

Another advantage of an integrated patient management system and appointment booking system is the reminder function – SMS or emails are delivered straight to your patient’s smartphone with minimal effort. This function is automated within Dental4Windows to eliminate manual errors and make the process more efficient This means no more missed appointments, and no more angry patients who have turned up for an appointment only to learn it’s been changed. An efficient practice management solution, which can also automatically update and store patient message replies, will keep your patients coming back to your practice.

Accessing your practice’s website via mobile phone

Research conducted by global information and measurement company, Nielsen, and Australian network provider, Telstra, suggests that 11.5 million Australians aged 14 and over accessed the internet via their mobile phone in 2014. If your practice doesn’t have a website, it might be time to consider one, as you could be missing out on a lot of patient traffic. People like to have the latest information at their fingertips, and a mobile-friendly website may just be the defining factor for them to choose your practice.

News and information while patients wait

A tech savvy practice may provide patients with tablets to view news websites whilst they wait, as opposed to dusty, old magazines filled with stories about celebrities. Browsing news articles may even help patients pass the waiting time with ease and lessen the apprehension of their impending appointment.

Your practice might even capitalise on tablet use by storing the practice website as the tablet homepage, giving patients more information about your healthcare centre. It’s also a good idea to survey your patients after their treatment to make sure you’re delivering a quality service and also collect data on your patients’ dental interests. Dental4Windows has integrated electronic patient forms, eForms, which allows you to obtain that information from your patients using a tablet.

Stay ahead of the market

It is important to stay ahead of the market by recognising the place technology plays in our daily habits. The rise of mobile devices may change the face of your practice and transform the patient experience. Mobile devices are here to stay, and may prove the difference between a stagnant business and a flourishing dental practice. Making sure your practice has the right practice management system that is aware of these developments is integral to that success.

Dental4Windows is aware of the importance of staying ahead and is constantly updating and adding new features to keep dental practices up to date with the changing habit of their patents. A range of new features has been released in  Dental4Windows i4. We now have automation for recalls, reminders and debtors to increase practice efficiency and your profitability. The range of features, new cloud option, eServices and award winning support and maintenance, all combine to make Dental4Windows the No. 1 choice of Australia’s leading dentists.

To arrange a demo call AU 1300 855 966 / NZ 0800 349 888 or click www.centaursoftware.com.au.