thoughts on dental practice

Doctor - Look at it from my Perspective

3/22/2018

Doctors often tell me “I love doing dentistry, but employees and management are killing me”. I suggest that taking a few minutes to look at the situation from an employee’s perspective might help in the creation of a more harmonious workplace environment.
When we discuss dentistry with our patients, one of the most important questions we can ask is “What outcome are you looking for Mrs. Smith?”. Do you know what outcomes your staff is looking for? Have you asked them? Believe it or not you will find that your staff is not just looking for more money. Have you shared the outcomes you are looking for with your staff?
Money certainly is on the list of important elements in a satisfying job relationship. However, several other items are also very important. This is especially so as you develop an emotionally mature and intelligent team.
Team members want clarity about their job role and the role of other team members. Every member of the team should have a written job description. When you develop an atmosphere of trust with your team you can work as a group to develop and then re-develop job descriptions to fit the specific skill sets of your team and the changing nature of your practice over time.
Your team wants accountability. You must be accountable to yourself, your patients and your team. You cannot ask your team to deliver what you do not demonstrate on a daily basis. One of the most common issues that I see holding practices back is the lack of putting systems in place to create an atmosphere of accountability for everyone (doctor, staff and patients) in the practice.
Recognition is a central element in what team members talk about in a job that is satisfying. That means that communication between team members and the doctor as well as between team members must be open and direct. That only happens when there is respect and trust among all the players on the team. Try to find your team members doing something good and tell them about it. Share good news with the team. Discuss problem issues in private.
Your employees need to feel that they are part of a cause – something bigger than any one person. Doctor have you spent any time recently talking with your team about your philosophy of dentistry? Do you have a written mission statement that you have shared with your team? Have you asked for team input?

Is your practice a place that someone could join and have a career? Do have and do you want, long-term employees? It there opportunity for your team members to make progress in your practice? Again, that does not mean just monetarily. Career oriented staffs want to be challenged and given a chance for more responsibility.
Doctor have you developed the skills to train your team and trust them so you can let go and let them help carry your practice into a more successful lower stress future? Think about it from the perspective or your staff. They want success just as much as you do. Make sure that your team members are all on the same bus with you as the bus driver. Make sure that everyone is in the proper seat facing in the proper direction[1]. Enjoy the ride.
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[1] Collins, Jim, Good to Great, WWW.Jimcollins.com

Coloring Inside the Lines

3/22/2018

Doctors keep asking, “What is going on with my young staff? They just don’t seem to see how their performance impacts the total picture of the office.”
Remember when you got your first set of crayons or colored pencils? Some of us may still have a few of our early “art pieces” saved by our proud parents. Lines were not an issue; it was just fun to see color on paper. We then moved on to coloring books and started to learn to color inside the lines. Early on we had to really work to control our crayon but soon we mastered the technique. Those early exercises helped shape our personalities and our lives. These experiences are no longer universal. Our culture tells us “don’t worry about the lines – think outside the box”. Computer games and smart phones allow us to be “connected” but still be isolated from the physical presence of others. This is not the world of a dental office where we are intensely and closely engaged with our team members and clients
Coloring inside the lines taught us that there are boundaries. If we stay inside the lines the image that is defined by the lines emerges crisp and clear. Others can look at our work and more easily grasp what is being expressed. We are not necessarily expressing our own concepts but passing along concepts that have been defined for us by the parameters drawn as lines by someone else.
Doctor, have you thought about how clearly you have drawn the picture of your “ideal office” for your office team? Have you shared your personal philosophy with the team? Have you asked for their help in taking it from something on paper to a functional reality?
Clear boundaries help your team establish a culture of accountability. When they see you demonstrate accountability it is easier for them to grasp the need for boundaries. Accountability also helps us learn that we are not necessarily telling someone exactly how to manage their roll but that they are accountable for their performance and for getting their job done in a manner that meets the office goals and philosophy. This is why morning huddles and team meetings have importance. The team needs to see the big picture and then come to agreement on how each member can be accountable to help everyone reach the goals.

Clarity of office philosophy, staff roles, job descriptions and office policy help staff confidently know the world in which they work. Once everyone, especially the doctor, is operating in a culture of accountability we can then begin to develop a culture of trust. When we are accountable and trust one another we can begin to work within the broad boundaries of the office philosophy.
A mature and emotionally intelligent team can then discuss together how to achieve office goals that utilize each team member’s best skills as well as offer support where needed. This level of teamwork requires that everyone understands, and has committed to delivering, the highest standards of care that the office can deliver. This sort of team can expand boundaries and draw new lines that create a picture of a preferred future for all involved.
Happy coloring!
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