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Practice Goals
Creating Value
Scripting
Random
Hygiene
100
98% of money owed
What is the collections goal percentage
100
80% of the doctor’s conversation should be focused on building trust and motivating the patient.
What is building trust and motivating?
100
*Guidelines *Not meant to be quoted *Most effective when role-playing occurs often as a training tool
What are Scripts?
100
*1st step in establishing accountability *Provide a point of reference for dealing with situations that occur on a regular basis *Give the staff rules to follow to create organization in the office *Present policies in a positive manner *Always talk in terms of patient benefits
What are the benefits of Scheduling Policies?
100
*Clear Hygiene Goals *Retain Patients *Documented Periodontal Management Program *Pre-Present Treatment *Re-Present Outstanding Treatment
What are Elements of a Well-Managed Hygiene Department?
200
Within 7-10 days
What is our goal to get new patients scheduled?
200
*What is it? *How long will it take or last? *How much will it cost? *What will it do for me?
What are the Four Key Questions to answer during a treatment presentation?
200
*Scripts help align the business goals with expected outcomes for patients. *Manage expectations *Communicate in positives *Highlighting benefits that focus on WII-FMs
What is "What do Scripts Do?"
200
*Patient Confirmation *Patient Cancellations *Broken / Failed Appointments *Emergency Patients *Patient Lateness *Scheduling School-Aged Children *Scheduling Families *Office Running Late
What are Scheduling Policies to implement?
200
25% of total practice production
What is the % of total practice production the Hygiene department should be producing?
300
85% or higher
What is our goal for case acceptance?
300
*Periodontal exam *Tooth-by-tooth exam *Cosmetic exam *Implant exam *Occlusal exam
What is the Five-Phase Exam or the Comprehensive Exam?
300
*Benefit Statements (WII-FMs) *Dr. Power *Power Words *Phrases to Avoid *Tone and Body Language
What are the 5-Keys to Scripting?
300
*Questions followed up with transition, used to take control of the call *Examples to use: Is this the first time you will be coming to our office? or How did you hear about our office? *Get patients name and use it often in the conversation *Follow immediately with Dual Alternative Close
What is "Transition" in the Scheduling Institutes 5-star Rating System?
300
Perform initial periodontal therapy on 30% of active patients and 40% of new patients
What is IDA Consulting s' recommendation for initial periodontal therapy?
400
85% reactivated
What is our goal for inactive patients? (from past 3 years)
400
*Preparation *Conducive Environment *Education and Motivation *Provides patient with information on treatment recommended
What is Step 4 to the Case Presentation?
400
I don't know -That is not my job -Those are the rules, I do not make them -Well, it was not me -Because I said so -Read the sign Lady -I already told you -You are late
What are phrases to avoid?
400
Rule #1 Every patient MUST go through EVERY station. Rule #2 One team member should always stay with the patient. Rule #3 No patient may be taken to the next station without PERMISSION from the team member in charge of the previous station
What are the 3 Rules of the "Office Flow" Chart
400
A laminated chart given to you to be used as a "guide" to manage periodontal therapy in your dental practice.
What is "One-Page Periodontal Protocol"?
500
98% schedule and actually arrive for their appointment.
What is our goal for New Patients calling the office?
500
*Appearance *Health *Comfort or No More Pain
What are "Hot Buttons"?
500
Feel, Felt, Found Technique -I understand how you feel….(empathy) -Others have felt that way….(validation) -Here’s what we have found….(benefits)
What is Scripting Techniques ?for Situations that will occur that will require us to go outside the guidelines of our documented scripts?
500
1. Good communication skills using scripting 2. Intra-oral photos 3. x-rays 4. Before and After photos 5. Visual aids (seeing if believing and seeing is understanding) 6. Educational software 7. Educational Brochures 8. Practice website content such as videos or images etc. 9. Testimonials from other patients
What are "Tools" we have to help create Value when presenting treatment?
500
“Many practices take the hygiene department for granted, underestimating that the hygiene department are the top sales people in the practice.” Roger P. Levin, DDS Chairman and CEO Levin Group, Inc.
What is Roger Levins' quote referring to the Hygiene Department as the #1 Salespeople in the office?