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Using the Baldrige to Accomplish your Vision: One Dental Group Practice's Story

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Dentistry is just beginning its journey into performance measures and using the Baldrige criteria is a great way to help dentists accomplish their vision and make decisions based on solid data instead of emotions.

Publicada em: Saúde e medicina, Negócios
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Using the Baldrige to Accomplish your Vision: One Dental Group Practice's Story

  1. 1. Sharing our Success Growth using National Quality Standards
  2. 2. Top Issues facing Dentists Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  3. 3. Baldrige can help • Used by governments, schools, manufacturers & health care • Hospitals using Baldrige: • Are 83% more likely to be among Thomson Reuters Top Hospitals • Outperform non-Baldrige hospitals on 6 of 7 100 Top Hospitals measures • Of 100 Top Hospitals winners, 80% extensively use Baldrige practices Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  4. 4. Course Objectives 1. Discover the Baldrige 2. Learn to use measurable criteria to make decisions 3. See examples from a group practice so you can steal & adapt! Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  5. 5. HealthPark Dentistry Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  6. 6. Group Practice Model • • • • • 3 GPs Oral Surgeon Orthodontist Pediatric Dentist Periodontist • Specialists 1 day/week • Win-win for specialist, practice, RDH, admins, assistants • My role Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  7. 7. Dental Staff Training Manuals • Legionnaires disease (later AIDS) changed sterilization from no gloves to mini hospital operating room • Word of mouth training left risky gaps • Written manuals solved the problem • Grew into Levels for assistants, hygienists, secretaries • General levels for all Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  8. 8. American Society for Quality • 80,000 ASQ members worldwide (156,000 ADA members) • ASQ helps organizations improve their quality • Invited small business owners to learn quality • Dr. Smith & Jill partnered to apply the concepts • Dr. Smith focused on dental skills – MAGD, Dental Society plus community service Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  9. 9. Value of Baldrige Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  10. 10. Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  11. 11. Comprehensive Overview Strengths • Group practice • Strong dental staff training program Weaknesses (OFIs) • Growth of new patients • Profitability below goals Strategic Challenges • Local economy – dropping dental insurance • Challenge recruiting dentists into Tipp City Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  12. 12. Our application experience Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  13. 13. Awards Continuous Improvement • Wrote application • Submitted to Baldrige • Used feedback report • Strategic Plan • Measured Results In 1999, HealthPark won the top level award at the Quality Dayton event. State-level awards Tier 2 Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  14. 14. Benefits of Application • Self-assessment • Measure your results • Criteria provide the right questions • Think strategically • You set vision For Example: Healthcare Outcomes Why is it better for a patient to come see you instead of the dentist down the street? Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  15. 15. Our Results New Clients Marketing $ spent / New Patient 1500 $60.00 1000 $40.00 $50.00 $30.00 500 $20.00 $10.00 0 2007 2008 2009 2010 2011 2012 Measuring our results helped us see the reality and we focused on marketing & added PPOs $2009 2010 2011 2012 We also tracked the performance of our marketing investments. Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  16. 16. More Results % of Total Staff in Level 4+ 100% 80% 60% 40% 20% 0% Case Acceptance 80% 60% 40% 20% 0% 2008 We measured our dental staff training program performance. 2009 2010 2011 2012 To afford our large, welltrained staff, we measured case acceptance. Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  17. 17. Good Story New Patient Adults 700 600 Prophy / Comp Exams Emergen cies 500 400 300 200 100 0 2008 2009 2010 2011 2012 • Tracked our new patients • Identified a drastic increase • Re-evaluated the emergency visit • Updated form • Coached assistants • Bonus: $10/NP converted to recall Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  18. 18. What do you measure in your practice? What changes have you made based on your results? Thinking about your practice today, what would you like to measure? Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  19. 19. Leadership Baldrige sets direction, & then communicates to your team which way we’re going. Leadership System: Vision/Mission/Values into Strategic Objectives & a Strategic Plan then measure Results & start again! • HealthPark management team: Team leads, Dentists & me • Vision/Values into staff training: phone questions, Mr. Hatch book, training on the business of dentistry • Measured: Active patients, $, staff career advancement Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  20. 20. Strategic Planning Develop your Strategy • Core Competency – What you’re known for / What you do – Your Work System • Strategic Advantage – What you have: location, great lab, technology/equipment • Strategic Challenge – Hire dentist, Increase productivity Implement your Strategy • HealthPark approach: • January: Run numbers & gather feedback • February: StratPlan full day meeting to set goals • Create Strategic Plan – a calendar of projects/tasks • Implement through weekly TL meetings Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  21. 21. Patient Focus Customer Engagement vs. Satisfaction • • How many of your patients refer? How many drive more than 15 minutes to come to you? How do you engage your patients? • What is your process? How do you listen/learn? Customer Dissatisfaction • Dissatisfiers • How do you handle patient complaints? Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  22. 22. Dig Deeper: Patient Focus How gain info? How build relationships? DemandForce Surveys 100% 98% 96% 94% 92% 90% Would you return Refer a friend 100% Complaints Satisfied 80% 60% 40% 20% 0% 2006 2007 2008 2009 2010 2011 2012 Patient Satisfaction: Surveys • 5 standard questions; 2 custom • Public vs. private comments • Benchmarking Dental Practice Coaching Coaching dentists & office managers to run successful dental practices 2001 2003 2005 2007 2009 2011 Patient Complaints • Negative surveys & comments • Opportunity for Public Relations • Tracking: Complaints/Total Pts, Type of complaint, etc. • Your Office Manager do this? www.dentalpracticecoaching.com
  23. 23. Dig Deeper: Patient Focus How engage patients? How measure suppliers? FB Fans 2012 300 200 100 0 $200,000 $$ Generated from DemandForce $150,000 $100,000 $50,000 $2008 2009 2010 2011 2012 DemandForce & Facebook • Patient reviews/surveys auto shared on FB • Measurement is key: FB fans & website visitors DemandForce Reports • # visits scheduled & $ production from recall emails, referrals, campaigns (WOW) • Not include $ value of surveys, confirmations
  24. 24. Measurement CEO Dentist 10 Measures • • • • • • • • Your numbers tell you: • • Continuous improvement: recall? • Innovation: new service or marketing? • New patients Production/Collection Staff Compensation Overhead Recall % Total Active Patients Case Acceptance Unfilled hours Referral Sources Kids/Adults Decay Free Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  25. 25. Workforce • • • • What does an engaged employee do? How do you hire & train new staff? How manage capacity & capability? How create culture? Safe environment? HealthPark’s approach • Dental staff training levels – careers based on levels • Unique hiring process: staff interview & vote • Incentives tied to bonuses for teams & individuals • Assistants: Dentist production & NP emergencies • Front desk: Fill RDH schedule, Case acceptance • RDH: Production, Commitments • General levels for personal success (financial security) Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  26. 26. Operations Identify your key work processes to achieve success. HealthPark: Core competency is how we provide general & specialty dental care. A key work process is scheduling. Take the time to write down your key work process – then measure!
  27. 27. Results • Practice outcomes: What are your healthcare & process effectiveness results & how do they compare with your competitors? Kids & adults decay-free; Teeth lost in recall; Warranty • Patient Outcomes: Satisfaction? Engagement? Survey results; Complaints; Clients 10+ years; Cancel/No-shows • Staff Outcomes: Development? Engagement? Climate? Bonuses, RDH/EFDA production; Turnover; Absenteeism • Leadership Outcomes: Legal? Ethics? OSHA accidents • Financial/Market Outcomes: Financial performance? Marketplace performance? Collections; Overhead; Market share Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  28. 28. Quality in Dentistry Baldrige 25 years later . . . DQA – sponsored by ADA Purpose: To develop performance measures for oral health care Ideas from 1st conference: • Government into healthcare • Medicare/Medicaid reimbursement based on healthcare outcomes • Dentistry follows medicine • So, what measures will be used to measure dental health? • Online reviews measure patient experience now • Soon will include clinical healthcare outcomes Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  29. 29. Quality in Medicine % the hospital gave coronary intervention within 30 minutes of admission What will this look like for dentistry? What will this look like for your practice? Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  30. 30. What can you do? 1. Get a copy of the Baldrige Criteria 2. Find a Baldrige Program 3. Start to self-assess & measure: Use my flyer 4. Questions? Call me! Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com
  31. 31. www.dentalpracticecoaching.com And the winner is . . . Dental Practice Coaching Coaching dentists & office managers to run successful dental practices www.dentalpracticecoaching.com

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