The Practice Support Team provides coaching, resources, and analysis for our clients.
It’s Burkhart’s way of saying “thank you” while meeting our mission to provide an exceptional client experience. Our most frequent requests focus on clinical staffing shortages, case acceptance, and last-minute cancellations.
How can I increase the retention of new hires, especially dental assistants?
According to the Dental Assisting National Board (DANB), nearly 1 in 4 practices decrease or reschedule patient visits when an assistant is out of the office. It would cost 25% of a dental assistant’s annual pay to replace them, and practices could experience a 6% decrease in daily revenue every day the position is vacant. To address workforce shortages and reduce employee turnover, instead consider implementing a mentorship program for all new hires. Rather than focusing on correcting mistakes, foster a positive work culture by mentoring new employees from the onset. Part of this program involves meeting with the dentist to understand their philosophy of care and long-term commitment to staff. Provide an overview of all positions, allowing the new hire to see the “big picture” and encourage healthy communication and mutual respect among team members. Set clear expectations about responsibilities, work hours, and performance metrics. Meet at regular intervals to identify coaching needs. Encourage teamwork, recognize achievements, promptly address conflicts, and offer competitive compensation and flexibility whenever possible. Competitive wages and a supportive work culture are crucial for employee satisfaction and retention.
How can I improve my case acceptance from fluoride to large treatment cases?
Improving case acceptance hinges on empowering patients to actively take part in figuring out solutions to their dental needs. Rather than dictating, engage in dialogue with patients, allowing them to discuss options that align with their perceived needs. A successful approach involves active listening, asking open-ended questions, exploring various treatment options, and emphasizing the value of treatment relative to the cost. Providing ballpark estimates chairside enables patients to seek further clarification. Provide early exams to allow time for the patient to process options and ask questions of the hygienist. The Practice Support Team offers robust team meeting agendas, exercises, and talking points to enhance case acceptance. Feel free to reach out to your Account Manager for these valuable resources.
How can I schedule new patients when my hygiene department can’t fit them in?
Patient classification is an essential strategy to maximize scheduling. Categorizing new patients as “low-” or “high-need” based on intake call questions allows you to prioritize and distribute resources effectively. Schedule high-need patients directly with the dentist, offering hygiene services later to ensure timely care while maximizing restorative opportunities. Consider assisted hygiene using a dental assistant for healthy patients to treat patients more efficiently and create openings for new patients. Lastly, explore the possibility of an associate willing to provide hygiene services while they build their patient base. This approach balances patient care and practice growth.
How can I minimize last-minute cancellations?
There are six strategies to reduce last-minute cancellations:
- Provide robust appointment reminders via email or text at specific intervals: 2 weeks, 3 days, and the day of the appointment.
- If patients haven’t responded to reminders, follow up with a phone call, emphasizing the need for a response to secure the appointment time.
- If you don’t receive a response, double-book the appointment with someone from your concierge or short-call list. Plan carefully during the morning huddle to manage scenarios where both patients show up.
- Avoid pre-appointing chronic no-show patients. Instead, add them to your concierge list for future use.
- Consider a deposit to reserve the appointment and encourage patient commitment when scheduling large restorative cases.
- Create value for the next appointment by highlighting the unique value and benefits it brings to the patient. This is especially important for hygiene recare visits scheduled 3-6 months in advance.
At the Practice Support Team, it is our pleasure to serve you and help in your practice’s success. We are there when you need us and just an email away.
Your success is our success. Please reach out to us anytime.
Learn more, visit the Practice Support Team page, email us at PracticeSupportTeam@BurkhartDental.com, or call 1.800.665.5323.
Category: Practice Consulting
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