Updated: Sep 14, 2021
It is well documented that a Systemised Dental Practice is more successful than its competitors. But what exactly does it mean to have a systemized dental practice? And what systems do I need to have in place to allow my Practice to thrive?
A Systemised Practice:
We have all been in the situation where a team member (let's say your receptionist) calls in sick, and you're left panicking at the thought of another team member trying to perform that role. Would your patients still receive the same level of care that they would have received had your receptionist still been there? Will your New Patient, calls still be handled in the same way and converted to loyal patients? Will the payments be taken and accounted for correctly?
Or are your calls being mishandled, appointments made incorrectly, patients leaving without paying their complete account?
Not having systems in place means that each team member (though trying their best) performs the same role with different outcomes. The impact of not having followed the same systems will be felt throughout the Practice in weeks to come.
How many times has a reception come back to work and got upset that someone has messed up her appointment book? She now has to chase up a patient for payment (and we all know how hard it is to get money from a patient after they have left the surgery!). Or a patient tells her that when he booked his scale and clean, he wasn't told about any additional cost of an exam and now refuses to pay?
The receptionist now feels frustrated that she has to "fix" all the mistakes made in her absence. Likewise, the team member who stepped into the role is resentful as she tried her best and won't be offering to help again.
Having suitable systems in place mean that anyone stepping into a new role will have a set of instruction to follow, allowing for a cohesive patient experience.
More benefits of a Systemised practice are:
If an employee is absent, another member of staff will be able to follow the system relating to the absent employee's job role, ensuring your business will continue to run smoothly.
Aids in staff training and induction
Ensure a function is always carried out to a precise standard
You will be able to manage your team more effectively and track KPIs
Ensure Compliance and Infection Control standards are being met.
The same high level of patient care is provided to each patient.
By systemising your dental Practice, you obtain a comprehensive insight into how every aspect of your business works, enabling you to manage your teams more effectively, make changes where needed so that your business will continue to evolve and grow.
Systemising your entire dental Practice not an easy, quick process, but it is achievable. In my next blog, we will look at how to create a systemised Dental Practice.