My hygienists and support staff are fearful of a consultant coming in to make changes. How can I allay their fears?

Accepting change is difficult for many people, especially in our field. We ask all employees to look at the potential benefits of change! It doesn’t have to be a negative experience. There are structuring processes that allow more freedom, time, and profitable opportunities. Your staff simply has to trust in the systems I recommend.

What qualifies you to be a dental practice consultant?

I have been a dental hygienist for almost 30 years, most of the time substituting in different offices. I enjoy the challenge of moving into new environments and learning about the staffing and business practices in each office. Because temp work has exposed me to so many work places, it's allowed me to adapt and identify best practices.

How many offices have you worked for?

Most hygienists are in a few offices throughout their careers, whereas I’ve personally been in hundreds, taking notes, observing what works and what doesn’t, finding productivity and collection opportunities that others couldn’t.

I have worked in four different states. Some were permanent jobs, but I thrive on change and continued education.

My hygienists don’t want to be contradicted when working with their patients. How do you communicate your ideas to them?

Typically there are several days scheduled as "observation days". These days are crucial for discovering what is great about your staff and where changes are needed. Sometimes communication and office structure need improvement, but these conversations take place in a private scheduled meeting.

In concrete terms, how have you improved dental practices either through profits, work flow or team building?

A dental hygienist should take her role seriously by increasing profits for the office. I have taken a one-day hygiene chair over and moved the average production per day from approximately $800 to $1800, sometimes much more. When I'm working, coordinated schedule times and work flow is improved, which increases production and the ability to fit in a larger case load. Patient acceptance of expanded treatment plans is increased to about 80% for both the dentist and the hygiene chair itself.

How/why do you think you’re different/better than other dental practice consultants? What distinguishes you from your competitors?

My work ethic and habits formed over many years have greatly influenced my ability to uncover ways to improve the fluidity and structure in every office I work for. I have always looked at my role as being a partner, rather than an employee, and I think this is a distinguishing trait that I bring to each office.

Immersing myself into the day to day operation of your dental practice is key. Being involved allows me to evaluate your hygiene structure, your scheduling, your patient base, and yes, the doctor! It’s important that I experience the entire office environment and procedures.

What are some examples of out of the box thinking you’ve come up with to improve other dental practices?

Structure for a dental office doesn’t just happen in the hygiene operatory. All aspects of the dental team need to be observed and analyzed for optimal performance levels. Incentive programs are important for all staff and come in many forms. Taking a holistic approach to observing and improving the entire office is key for the most beneficial changes.

As we all know, hygienists’ jobs can be repetitive. I encourage subtle changes in hygienists' attitudes and approaches, specifically how they view and communicate with some patients. For dental patients who are resistant to treatment, reduce the negative narratives. Accentuate why change is good for them.

How long do you usually work for a dental practice as a consultant?

I have a structure that will accommodate different wants and needs. The recommended scope of work for a solid transformation is between one and three months, consisting of two observation/work days and one administrative day. Reports are made to the office regularly and meetings need to be scheduled for different staff members, sometimes all members.

I can also for a week or two, if an office wants to simply tweak a few problem areas, it can be useful on a smaller scale.

If you are able to upsell dental services, how do we know that patients won’t feel pressured into buying something they may later regret and not return to our office or leave a bad review on the Internet?

Upselling is something that should happen with the patient’s needs in mind, and should be carefully, casually recommended, not pushed. An established practice has something special going for it, YOU. Your patients know and trust you to help them make their own decisions.

Are you also available as a substitute dental hygienist?

Temporary per diem work is what started the ball rolling! Yes, per diem still happens, but on a smaller scale.