Hijack #1 Employees
taking away aspects of Patient Interaction they do not believe “you are capable
of doing.”
What does it mean to
be “hijacked” by the employees in your practice? Have you ever spent time
discussing treatment with a patient, only to notice details later were changed
without your knowledge?
Often, Dentists will
tell me that they feel excluded from the details of the daily routine and the
daily events in their own business simply because the employees make decisions
without the owner’s knowledge. They also say when they ask questions
regarding financial reports or why someone didn’t schedule treatment, team
members respond blasé or make them feel they are terrible for asking.
One-way employees
“hijack” the dentist is by changing treatment plans and making financial
decisions per what they feel is best for the patient based off assuming they know
this patient’s financial and personal need.
This is especially common in newer ownership where the team may view the
new dentist as inexperienced or doesn’t “know” the patients as the previous
owner or the experienced team members.
The problem with this
mentality, is employees will make the choice to “give a discount” or change
treatment per what “has always been done” and therefore leaving the dentists’
specific treatment plan devalued and giving the confused patient the impression
the dentist is only looking to line the pocket book.
One example is seen in
the dental hygiene department. A
long-time patient is seen with perio pocketing depths and heme that is consistent
stage 2 Periodontal disease that the new Dentist believes needs to be addressed. When the new dentists shares the concern with
the hygienist, he/she is met with the hygienist response of “it’s always been
that way, and Dr. Previous-owner always watched those areas, and besides
long-time patient doesn’t have the money for periodontal therapy, so I just do
a prophy and hope for the best.”
The new dentist is
unsure how to respond, as questions loom through his/her mind; Where is the
patient education on how this condition affects the entire health of the
patient? How can I legally treat a
patient with a prophy, when that is not the accurate condition? “Why is my hygienist making the treatment
decision for the patient?”
Employees hijack your
business culture by not supporting your treatment plans.
By: Corey Jameson-Kuehl
Are you hiring Smart?
How
is your hiring process going? Are you
finding the best of the best to work for your dental office? It is true the war
for talent is getting more challenging, but who are you attracting? 
Your
initial job posting will express your culture.
For instance, if you are a fun office and want to add a positive person
with a high sense of humor, make sure to use words that contain high energy and
fun! If you want to attract a dental
hygienist with a strong interest in professional growth and adding new patient
treatment options; offer continuing education reimbursements and incentives.
Happy Holidays! It is
the most wonderful time of the year! No
doubt you have made your plans for the Office Christmas party and discussed
with the accountant the bonus amount you are handing out to your team. A few thoughts on this time: Be sure to invite the team to the dinner or activity. If this event is required, then an hourly
wage expectation should be fulfilled. I advise the holiday gathering be a
non-mandatory event there so no expectation of being paid an hourly wage. It is also a personal touch of sincere
appreciation to physically hand each employee their bonus envelope. Please verbalize how they make your practice
better and how you look forward to working together in 2018! Merry Christmas and Happy New Year!
