Australasian Dentist Magazine March April 2021

Category Australasian Dentist 107 the practice to the extent that new team members can easily be trained in the way you do things. Set up a marketing plan. Make sure that you’re clear about the ideal patient you want in the practice, and have some solid strategies in place for bringing in more and more of that ideal patient. Think about: who are your current best patients, and how could you generate more patients just like them? Ask them for referrals. You should also make sure that your front office coordinators are good at capturing potential new patients over the phone; that is, they should be converting calls, not just answering questions. Make sure that your customer service is excellent. If your systems are good, you’re more likely to be able to retain the ideal patient if your customer service is excellent. Sometimes people tell Momentum that theirs is “pretty good”, or say something like “we pretty much do everything right”, but I’m suggesting that you take anything you’re currently good at, and turn it into ongoing, consistent excellence. Every time you have a customer service breakdown, the team should be discussing it at the next staff meeting to figure out how to make things right with that particular patient, and how to make sure that similar experiences can be avoided in the future. Dear Dr Toni, We’re doing OK but there are some skills that I think we’re missing in the practice. What’s your advice for how to set up my team’s training for the year? Dr SV, SA. Team training is a topic that is always close to my heart! To plan it from the beginning of the year is really sensible. The three things I recommend you plan the desired outcomes; the budget; and the timing of the training. Best Practices Q&A 1. The desired outcomes. What exactly do you want the team members to be able to do as a result of training? There is such a range of courses out there including infection control, CPR, exceptional communications, and so on. Do you want any of your team to have a Cert IV in radiography? Do you want your practice manager to be better trained in practice management? Always know what you want before you send any of the team to get trained in something, then do the research on the best courses, or ask the team members to do the search for you. 2. The budget. Your spending on training should always come from a training budget that you’ve allocated as part of your annual plan. Youmay need to prioritise courses and then get quotes before you can decide exactly what you’re going to do. 3. The timing. Make sure that any training that’s been booked is blocked off in your practice software so that you don’t have to mess your patients around. It’s also a good idea to have a wall planner for the whole year in the practice that displays people’s annual leave, public holidays, and training days. That way you can effectively plan staffing levels and make sure that your patients are going to get the best service. If you manage to do all of this, you’re going to have an excellent year! I hope it goes well! u For further information on Momentum Management, visit www. momentummanagement.com.au or call 1300 510 000 for details on short courses, Momentum’s Management Program, coaching packages, short courses, in-practice visits, or other ways in which Momentum can assist you. “ Dr Toni Surace the Managing Director of Momentum Management. Momentum is the premier dental practice management consultancy and training firm in Australia. Momentum has been empowering dentists in Australia and New Zealand to reach their professional, personal and financial goals for over 16 years. On average, Momentum clients increase production by 30-40% and achieve a 579% return on investment from the Momentum Practice Management Program. If you would like to learn more about Momentum Management programs, call 1300 519 000, and request a free 1-hour consultation with an experienced coach.