By Julie Parker, Julie Parker Practice Success

Technology is a marvellous thing. Clinically it has transformed how dentistry is performed, and provides an amazing range of treatment options for patients. So too there have been great changes in how the tasks of reception are executed.

The introduction of computers and dental software has meant that practices now have the ability for detailed documenting and highly efficient processes for areas such as recalls and following up incomplete treatments.

When I had my practice between 2003 and 2013, I was also the receptionist-practice manager. With the amount of work I needed to complete on a daily basis, I was eager to utilise as many time-saving features of my Dental 4 Windows program that I could.

The software certainly saved time and improved efficiency in all areas that I applied it. However, I found that there were some tasks that were still best managed manually in order to achieve the desired outcome. These tasks centred on patient communication.

For example, consultation confirmations. Software supported confirmation via SMS, and completion of the task takes just seconds. But I always felt that more was achieved when I telephoned the confirmations. Often the call would extend to:

• clarification of time and length of consultation
• clarification of patient expectations of what was to occur at that days’ consultation
• reminder to patients to take antibiotic cover if needed
• reminder to patient to bring along OPG/grinding splint/other such items needed for treatment
• answer any queries that patient has.

Every conversation we have with a patient is another reason to strengthen the relationship with them. Stronger relationships mean deeper patient engagement. Engaged patients are more likely to keep consultation times, proceed with advised treatment and recommend family and friends to your practice.

My preference for management of these patient-communications was:

• consultation Confirmation – phone call
• Incomplete Treatment – printed postal mail including treatment plan, then phone call
• Recalls – printed postal mail
• Outstanding Accounts – printed postal mail, then phone call
• Thank You for Referral – printed postal mail or phone call

As I stated, technology is a marvellous thing. But I do encourage you to remind yourself what the outcome for each process is. If the only outcome is to get the task completed as quickly as possible, then investigate how your dental software can accomplish this.

“Alternatively, if the goal of the process extends beyond just efficiency, and is one of the many ways you extend great customer service, then choose function over efficiency!”

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 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.”