Advice for Staff Members – Reassure patients about recommended treatment. Only the doctor can recommend clinical treatment, but all team members can help patients feel good about accepting it. Praise …

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What is your practice’s brand personality? Market research indicates that people think of businesses, products and services in human terms. If your surgical practice were a person, how would you …

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Advice to Administrative Staff Members – Dress to impress. Patients come to your practice for professional services, so attire that’s too casual or sloppy will send the wrong message. Doctors and …

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Don’t underestimate the effects of stress. A little stress often enables people to perform well. But a lot of stress, day after day, can cause serious damage. Stress wears you down physically, …

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Performance Target: Schedule all larger cases within seven days. These cases are the most difficult for patients to accept, so you should schedule them as quickly as possible, while patients remain …

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Stop trying to prove you’re perfect. When you make mistakes, take ownership of them. If you make excuses or blame others, your teammates will have difficulty seeing you as a trustworthy member of the …

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Performance Target: Increase patient referrals by 18% annually. Surgical specialists typically receive most of their referrals from doctors, but patients can also refer to your practice. Use a …

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Make a great first impression on patients. When new patients present to your office, they’ll judge your practice on the basis of the “feel” they get rather than on clinical factors. Whatever your role …

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For Practice Owners – Valuation Factor: Fees. Patients may be pleased that your fees are relatively low, but a prospective buyer for your practice may see them as a liability. If a buyer simply raised …

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Use scripting to raise your case acceptance rate. When presenting to patients, simplify complex subjects and translate clinical details into benefits. By mapping out the consult with scripting, both …

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To create a strong practice brand, build on the “dentistry brand.” Surgical specialty practices are fortunate because dentistry itself is highly respected by most people. Take advantage of your …

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When there’s friction between you and another team member, collaborate on a solution. Conflict is natural in any workplace, but it can cause harmful stress. Get together with the other person quickly …

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