How to write a script (Part 1): Identify the goal of the script. Is it communication, education, case acceptance or cooperation? With the goal in mind, write a topic sentence. This opening sentence …

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See observation patients every six months. Seeing observation patients this often not only enables you to start patients at the optimal time, but it also helps you establish and maintain …

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Create more value during the patient experience. In uncertain times, patients are looking at every dollar they spend. Concentrate on creating more value for your patients. Improve your customer …

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Advice to the Front Desk – Answer phone calls promptly. Allowing parents to wait on the phone creates an immediate impression of the practice—a bad one. Calls that are not answered quickly suggest a …

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Maintain on-time debonds. Offices should aim for a goal of no more than 2% of patients who are overdue for debonding. Make sure patients and parents are rescheduled when their check appointments are …

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Advice for the Orthodontist – Behave like a CEO every day. As the practice leader, you can have a profound, positive effect on team members if you: Come to the office energized Greet team members …

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Step up… when you see an opportunity. Some days, if a team member is absent or simply overwhelmed, consider pitching in and performing other activities. A good attitude can help everyone get through a …

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Learn from dissatisfied parents and patients. Sometimes, even under the best circumstances, parents and patients become unhappy. Remember that a problem is an opportunity to improve performance. When …

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Advice for the Team – Protect the orthodontist’s time. As the main producer in the practice, the doctor needs to remain focused on patient care. As a team member, you can help the orthodontist keep …

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Look for ways to reduce spending. Periodically, review what your ortho practice is spending compared with what’s budgeted. Look not only for deviations but also for line items that can be reduced or …

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Advice for the Orthodontist – Keep the lines of communication open. Every six months, have an informal conversation with each team member about where she is on her career path. Where does the …

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Build value for the check appointment. This is the single most effective way to eliminate the problem of no-shows. Parents who appreciate the value of appointments are far less likely to allow their …

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