Creating World Class Dental Hygiene Service In Your Dental Practice.

Creating World Class Dental Hygiene Service In Your Dental Practice.

How does a dental hygienist add SERIOUS value at the dental office where they work?

Should a dental hygienist add serious value?

After all, a hygienist can put in as much effort or as little effort into their role as they choose to, can’t they?

In just the same way, dentists too can also choose to give a job their best, or less than best…

As a base model, a no frills dental hygienist could easily just “go through the motions” and pick up her pay check every Friday?

Or she could GIVE BACK to the dental office. Invest in herself and the dental office. And pay it forward.

What exactly do you mean, David?

A great dental hygienist is INVESTED in the dental office and is also INVESTED in the patients of that dental office.

A truly great dental hygienist sees herself as an integral part of the dental patients’ visits to the dental office, and takes pride in being that INTEGRAL part of the patients’ “Ultimate Patient Experience.”

For the invested hygienist, these patients are more than just a different set of dirty teeth to clean each hour.

These teeth belong to PEOPLE.

And these people are her friends.

In fact, these people are the friends of everybody in the dental office.

Here’s how it all works….

Mrs. Smith arrives for her scheduled hygiene visit. She comes regularly to Dr Brown’s Dental Office, and has been a patient there for over fifteen years.

Mrs Smith has enjoyed following the stories of Dr Brown and his family, and knows all about his children, and has heard a lot about Dr Brown’s wife and his parents too.

Mrs Smith always arrives early for her hygiene visit. She likes to chat a while with Dr Brown’s receptionist Jenny, who has been with Dr Brown for eight years.

Mrs Smith also knows that if the hygienist is running early there’s a chance that she can be seen ahead of time, which always helps Dr Brown’s schedule.

Dr Brown’s dental hygienist Emily comes out and greets Mrs Smith by name, welcoming her to the Dental Office today and asking her how her day has been going.

Emily invites Mrs Smith to “come with her” to the treatment room. Being a regular patient, Mrs Smith knows the way to Emily’s treatment room. Emily has been working with Dr Brown now for six years.

In the treatment room Emily invites Mrs Smith to “make herself comfortable”, motioning towards the dental chair, and attends to Mrs Smith’s coat and belongings.

Once Mrs Smith is comfortable, Emily and Mrs Smith chat socially about what’s been happening in Mrs Smith’s life since her last visit to the practice.

Emily may have a little “heads up” because Mrs Smith may have mentioned some upcoming events, trips, or celebrations when she was in for her last visit three months ago.

Or Emily might simply wait for Mrs Smith to give her an update.

Blended seamlessly towards the end of the social discussion is Emily’s enquiry into Mrs Smith’s current health status, and also whether Mrs Smith has had any dental issues arise that she is concerned about.

It’s all done on a very social level.

After all, they’re good friends, as well as having a professional relationship.

Emily begins the clinical portion of the appointment by looking into the areas of concern that Mrs Smith has raised, along with an investigation of any areas of concern that Emily had been monitoring from Mrs Smith’s previous visits.

Emily takes all necessary radiographs and intra-oral images so that she can present those to Mrs Smith and also to Dr Brown when he comes in later to see Mrs Smith and complete her dental examination.

Emily also takes note of any pathology in Mrs Smith’s mouth and collects necessary images and data.

These areas of pathology could be soft or hard tissue, or could also be material failures and fractures.

Emily keeps Mrs Smith informed about any areas that she will be bringing to Dr Brown’s attention.

Emily spends an appropriate amount of time thoroughly cleaning Mrs Smith’s teeth and periodontal areas, taking all those appropriate records and also pointing out to Mrs Smith all of those areas in her mouth that she [Emily] is concerned about.

These areas of concern will be the things that Emily will be looking at firstly next time when Mrs Smith visits to see Emily for her next hygiene visit.

*****

Next week I’ll discuss Dr Brown’s dental examination within the hygiene room, and the role of the dental hygienist in this examination that makes the whole process a world class experience for Mrs Smith.

*****

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne on November 12-13 with Dr Christopher Phelps, Dr Nathan Jeal, Mr Alex Lalovic and Mr Tiger Safarov.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

The REAL Reasons Your Dental Office Employs A Dental Hygienist

The REAL Reasons Your Dental Office Employs A Dental Hygienist

The Dental Hygienist has a pivotal role in the health and success of the dental practice.

Having a fully functional hygiene department ADDS  to the success of the dental office in so many ways.

There are some countries and some regions where dentists prefer to do their own hygiene on their dental patients, rather than employ a dental hygienist.

To me it doesn’t make sense.

Why would a dentist be doing his own hygiene?

A hygienist will work on patients at around $AUD50.00 per hour.

While the hygienist is cleaning patients’ teeth, the dentist can then be doing restorative work on other patients at anywhere between $AUD300.00 and $AUD1300.00 per hour [or more].

I remember one of my clients who was so busy, that his schedule was booked some two months in advance.

If a patient called for an appointment they had to wait two months before they could be seen by this dentist.

On close analysis of the doctor’s schedule we found that the doctor was spending over twelve hours each week doing thirty minute hygiene appointments.

This dentist was so busy cleaning teeth that he had no time to be seeing his own patients who needed to see him for important restorative work that he was diagnosing at the check-up appointments.

By practicing in this manner it was very difficult for this doctor to create urgency and concern about the conditions he was discovering and the treatment that he was recommending.

This LACK OF urgency and concern resulted in patients cancelling and delaying their diagnosed treatment.

And sometimes patients who were concerned went elsewhere to have their treatment done because they didn’t want to wait the two months.

The practice was a red hot mess.

And all because the doctor believed that HIS PATIENTS only wanted HIM to be cleaning their teeth.

And not anybody else.

On close examination I recommended to the doctor that he employ a dental hygienist to do the regular six-month hygiene visits for his patients.

And the hygiene visits would be sixty minutes long instead of thirty minutes.

But at the same fee.

This would create three hours each day for the doctor to see his restorative patients.

The hygienist would have six hours of scheduled hygiene each day, and would also have two hours available each day to see new patients to the practice as well as those patients of the practice who required deeper cleaning or maybe even a second visit because it had “been a while” between visits.

Why Your Regular Patients Will Love Your Dental Hygienist.

My wife said, having her teeth cleaned by a hygienist was just like having a  facial.

She said it was gentle and relaxing.

Dental hygienists are very proud of their work. 

They have two people to please.

They need to please the patient and they also need to please the dentist.

Patients LOVE the way that hygienists “take their time”  with their appointment. There is no rush rush rush, like when the dentist does their cleaning.

What else?

One of the real advantages of employing a dental hygienist is that the hygienist can identify any areas of concern that she sees during the cleaning appointment, and bring those concerns to the attention of the dentist when the dentist arrives to do the dental examination.

A good hygienist will also share those areas of concern with the patient so that the patient has a “heads up” about those areas, and what the dentist may possibly recommend.

A really good hygienist will take all photos and all necessary radiographs and have those ready for the dentist when he arrives to do his examination. They will have explained their findings to the patient before the doctor arrives.

And this means?

It’s kind of funny, but the patient tends to “trust” the opinion of the hygienist.

So when the dentist arrives to do the dental examination, if conducted correctly, it tends to be more of a re-confirmation of all the things that the hygienist has raised.

So long as the dentist and the hygienist are “on the same page”.

The end result?

Exams for the dentist tend to take a lot less time, and are more a CONFIRMATION of the hygienists findings rather than a DISCOVERY of things not ever discussed.

For my client, the end result was that his dental practice went from collections of less than $60K per month to collections of $150K per month in the space of twenty months.

Of course, there were some other small tweaks we made in that dental office that really skyrocketed his results.

If you’d like to know what else I did to create these results, and how I can help you do the same, or EVEN BETTER,  then email me david@theUPE.com and put the word “SKYROCKET” in the subject line. 

There is a better way….

Sometimes we don’t know what we don’t know.

I’ve also worked with dental offices where the dentists are so high and mighty  about their role in hygiene that the whole office ends up being a RABBLE.

And that’s being polite.

There’s a reason why the Yellow Brick Road was yellow. It was to keep Dorothy on track as to where she needed to go.

Otherwise “THE WIZARD OF OZ”  might have ended up as a mini-series…. or worse still, as a long running soap opera….

*****

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Sydney on November 9-10 and in Melbourne on November 12-13 with Dr Christopher Phelps, Dr Nathan Jeal, Mr Alex Lalovic and Mr Tiger Safarov.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

The Lord Giveth. And The Lord Taketh Away….

The Lord Giveth. And The Lord Taketh Away….

Have you ever been in one of those situations where you felt that what you are now getting for your money is less than what you used to get before, but you’re still paying the same price, and sometimes a higher price than what you used to pay previously?

It’s kind of difficult to retain respect in those sort of situations, because all of a sudden the way that that business values you as a customer is being put to the test.

How do you feel when those previous benefits that you used to receive are now being streamlined and rationed to you?

Do you remember SUPERFLOSS?

Back in the 1980s, when I graduated as a dentist, there used to be a product called Superfloss that patients could use to clean under their fixed bridgework.

Back in the 1980s this product was magnificent.

It consisted of a thin piece of firm blue plastic which the patient could use to thread through an embrasure area of their bridgework, and then clean away any plaque or debris that may have gathered under that bridge.

Attached to the blue plastic was a good length of regular strong dental floss and attached to the other end of the floss was another good length of soft but bulky cotton “rope” that resembled a pipe cleaner [but without the wire insert], which could be used very effectively for flossing underneath the bridgework.

How times have now changed….

As the years progressed the cotton rope became thinner and thinner and shorter. And so did the floss portion of the Superfloss.

And as for the firm plastic end piece, well it seemed as though the plastic was replaced with the same material they manufacture paper drinking straws out of, because as soon as the plastic came in contact with moisture or saliva and was subject to a micropascal of force, it converted into paper maché and rendered itself almost totally useless.

The change, or the deterioration in the quality of this product was both palpable and sadly demonstrable.

Cotton towelettes or paper towels?

My friends at Qantas have this year replaced their signature cotton towelettes in their forward cabins with coarse paper towels for their premium clients to wipe their faces and hands with in their washrooms.

An obvious cost cutting measure that sticks in the craw of their higher paying passengers, while the company continues to return record annual profits and pays its CEO a disgustingly inflated salary and bonus package.

Did they think their customers wouldn’t notice?

KISS KRUISE VIII.

You know I’m a big fan of the rock band KISS. And every year they have an annual Caribbean Cruise for their fans.

This year was cruise number eight. And my fourth.

In previous years all guests would be able to be photographed with the band.

And although the lining up process to do this was onerous and time consuming, each fan left the KRUISE with a permanent memento that they could proudly display and share that showed they had indeed sailed with the band.

Well this year, in 2018, the band decided that they, the band [KISS], were not going to be doing the photo.

Instead, 2200 passengers have the pleasure of being photographed on the stage where KISS perform their indoor concert.

Oh, and the 2200 fans all receive a set of four plastic KISS guitar pics.

Now I know that for the band members this whole stand-smile-next-repeat process, done over and over for 1500 times, which can take several hours for them, in armour and make-up, can be quite monotonous, and I know that they do certainly give a lot back to their fans in other ways, but once you’ve given something, the simple truth is, that you can’t just simply take it away…. without replacing it with something else of an equal or greater value.

And these were the guys who invented the whole photo-op and perfected the Meet And Greet process.

Don’t Get Me Wrong….

I’m not ungrateful.

I’m disappointed.

Some of the fans on the KRUISE who have been here before, as I have, are also disappointed.

Other fans are simply happy to be cruising the high seas listening to KISS and other great bands for a few days….and everything else is a bonus.

In the same way….

In the same way, there are people with dental bridges who never experienced the grate quality of Superfloss back in the 1980s.

So they don’t know what they haven’t missed.

And there are people who have only just this year started flying with Qantas at the front of their planes, and so have nothing to compare this new experience with, except that it is a whole lot better than flying at the back part of the plane….

And so they don’t know what they haven’t missed….

But….

There will always be your old faithfuls, your old regulars, your true-blue died in the wool raving fans and customers who have been with you from the very start.

And as you shave each corner, as you reinvent your rewards and products with frugality in mind, you better be prepared for some of them to jump ship with each display of meanness.

Remember…

People won’t mind paying your prices if they feel that you are giving them exceptional service and value.

But as they see you whittle away their benefits and rewards, some of them will get their backs up….and jump ship.

Be very careful.

Don’t let your great systems end up as soggy paper maché.

*****

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Sydney on November 9-10 and in Melbourne on November 12-13 with Dr Christopher Phelps, Dr Nathan Jeal, Mr Alex Lalovic and Mr Tiger Safarov.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

How Big Is Your Paddock?

How Big Is Your Paddock?

I’m writing this blog article as I wing my way across the south of the USA from Raleigh-Durham to Miami.

There’s an interesting thought, as I watch out my window and look at all the vast expanses of farmland out there in the South of America.

I think:

“How Big Is Your Paddock?”

How big is your market?

Sometimes I take a few breaths when someone says to me:

“But my market isn’t big enough….”

It’s a weird statement.

Because you can make your market as big or as small as you want it to be.

The World is Your Oyster.

It truly is.

You have the choice.

You can live entirely in your own backyard and never venture across the street, or down the street, or dare I say it, out of your town?

Or you can take that big step outside of your world, outside of your small world, and enter the big wide world.

Which world do you choose?

Could you imagine what the world would have missed out on if Keith Urban had never ventured across the pond to Nashville?

And both KISS and Billy Joel credit their success to “breaking it” in the Australian music markets firstly.

Who out there in the big wide world wants what you have to offer but just doesn’t know you yet?

You have the talent….

You’re known and respected in your community…but what about the next village?

Would people travel across the state to receive your dental services, because they’ve heard what a wonderful service and experiences you provide to your clients and patients?

If your service is so good, it won’t take long before an endless stream of patients start beating a path to your door.

Do you have what it takes?

Are you open to the thought of growing your business?

My good friend Dr Charles Samaras told me that Linda Miles said to him:

“If you don’t change you won’t grow.” 

Sometimes the change we need is a pair of binoculars.

Sometimes all we need to grow our business is to cast our nets a little wider and a little farther.

Are you thinking big?

Are you thinking growth?

How will you grow your business if you do not think outside of your own little world?

It is a great big world out there beyond the hundred acre wood.

And that world wants what you have to offer.

Are you willing to take that step forward?

Because, if you are, there is a huge land of opportunity awaiting…

*****

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Sydney on November 9-10 and in Melbourne on November 12-13 with Dr Christopher Phelps, Dr Nathan Jeal, Mr Alex Lalovic and Mr Tiger Safarov.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

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