Using the Baldrige to Accomplish your Vision: One Dental Group Practice's Story

Sharing our Success

Growth using National Quality Standards

www.dentalpracticecoaching.com

Dental Practice CoachingCoaching dentists & office managers to run successful dental practices

Top Issues facing Dentists

FinancialNew Patients

TechnologyHiring & staff management

Dental Insurance

Economy



Baldrige can help• Used by governments, schools,

manufacturers & health care

• Hospitals using Baldrige:• Are 83% more likely to be among

Thomson Reuters Top Hospitals• Outperform non-Baldrige hospitals on 6

of 7 100 Top Hospitals measures• Of 100 Top Hospitals winners, 80%

extensively use Baldrige practices



1. Discover the Baldrige2. Learn to use measurable

criteria to make decisions3. See examples from a

group practice so you can steal & adapt!

Course Objectives



HealthPark Dentistry





Group Practice Model

• 3 GPs• Oral Surgeon• Orthodontist• Pediatric Dentist• Periodontist

• Specialists 1 day/week

• Win-win for specialist, practice, RDH, admins, assistants

• My role



Dental Staff Training Manuals• Legionnaires disease

(later AIDS) changed sterilization from no gloves to mini hospital operating room

• Word of mouth training left risky gaps

• Written manuals solved the problem

• Grew into Levels for assistants, hygienists, secretaries

• General levels for all



American Society for Quality

• 80,000 ASQ members worldwide (156,000 ADA members)

• ASQ helps organizations improve their quality

• Invited small business owners to learn quality

• Dr. Smith & Jill partnered to apply the concepts

• Dr. Smith focused on dental skills – MAGD, Dental Society

plus community service



Value of Baldrige

Comprehensive Overview



Strengths• Group practice

• Strong dental staff training program

Weaknesses (OFIs)• Growth of new patients

• Profitability below goals

Strategic Challenges• Local economy – dropping dental insurance

• Challenge recruiting dentists into Tipp City

Our application experience





Awards

In 1999, HealthPark won the top level award at the Quality Dayton event.

State-level awards Tier 2

Continuous Improvement• Wrote application• Submitted to Baldrige• Used feedback report• Strategic Plan• Measured Results



Benefits of Application

• Self-assessment

• Measure your

results

• Criteria provide the

right questions

• Think strategically

• You set vision

For Example: Healthcare OutcomesWhy is it better for a patient to come see you

instead of the dentist down the street?



2007 2008 2009 2010 2011 20120

200400600800

100012001400

New Clients

Our Results

Measuring our results helped us see the reality and we focused on marketing & added PPOs

2009 2010 2011 2012 $-

$10.00 $20.00 $30.00 $40.00 $50.00 $60.00

Marketing $ spent / New Patient

We also tracked the performance of our marketing investments.

2008 2009 2010 2011 20120%

20%

40%

60%

80%

Case Acceptance

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

0%

20%

40%

60%

80%

100%

% of Total Staff in Level 4+

More Results

We measured our dental staff training program performance.

To afford our large, well-trained staff, we measured case acceptance.



Good Story



200820092010201120120

100

200

300

400

500

600

700New Patient Adults

Prophy / Comp Exams

Emer-gencies

• Tracked our new patients

• Identified a drastic increase

• Re-evaluated the emergency visit

• Updated form• Coached

assistants• Bonus: $10/NP

converted to recall



What do you measure in your practice?

What changes have you made based on your results?

Thinking about your practice today, what would you like to measure?

Leadership



Baldrige sets direction, & then communicates to your team which way we’re going.

Leadership System: Vision/Mission/Values into Strategic Objectives & a Strategic Plan then measure Results & start again!

• HealthPark management team: Team leads, Dentists & me

• Vision/Values into staff training: phone questions, Mr. Hatch book, training on the business of dentistry

• Measured: Active patients, $, staff career advancement



Strategic Planning

Develop your Strategy• Core Competency – What you’re known for / What you do –

Your Work System• Strategic Advantage – What you have: location, great lab,

technology/equipment• Strategic Challenge – Hire dentist, Increase productivity

Implement your Strategy• HealthPark approach:

• January: Run numbers & gather feedback• February: StratPlan full day meeting to set goals• Create Strategic Plan – a calendar of projects/tasks• Implement through weekly TL meetings



Patient FocusCustomer Engagement vs. Satisfaction• How many of your patients refer?• How many drive more than 15 minutes to come to you?

How do you engage your patients?• What is your process? How do you listen/learn?

Customer Dissatisfaction• Dissatisfiers• How do you handle patient complaints?



Dig Deeper: Patient Focus

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

0%

20%

40%

60%

80%

100%Complaints Satisfied

How gain info? How build relationships?

200620072008200920102011201290%

92%

94%

96%

98%

100%

DemandForce SurveysWould you return

Refer a friend

Patient Satisfaction: Surveys• 5 standard questions; 2

custom• Public vs. private comments• Benchmarking

Patient Complaints• Negative surveys &

comments• Opportunity for Public

Relations• Tracking: Complaints/Total

Pts, Type of complaint, etc.• Your Office Manager do this?

jan

feb

mar ap

rm

ay jun ju

lau

gse

poc

tno

vde

c0

100

200

300

FB Fans 2012

2008 2009 2010 2011 2012 $-

$50,000

$100,000

$150,000

$200,000

$$ Generated from DemandForce

Dig Deeper: Patient FocusHow engage patients? How measure

suppliers?

DemandForce & Facebook• Patient reviews/surveys

auto shared on FB• Measurement is key: FB

fans & website visitors

DemandForce Reports• # visits scheduled & $

production from recall emails, referrals, campaigns (WOW)

• Not include $ value of surveys, confirmations



Measurement

CEO Dentist10 Measures• New patients• Production/Collection• Staff Compensation• Overhead• Recall %• Total Active Patients• Case Acceptance• Unfilled hours• Referral Sources• Kids/Adults Decay

Free

Your numbers tell you:• Continuous improvement: recall?• Innovation: new service or

marketing?



Workforce• What does an engaged employee do?• How do you hire & train new staff?• How manage capacity & capability?• How create culture? Safe environment?HealthPark’s approach• Dental staff training levels – careers based on levels• Unique hiring process: staff interview & vote• Incentives tied to bonuses for teams & individuals

• Assistants: Dentist production & NP emergencies• Front desk: Fill RDH schedule, Case acceptance• RDH: Production, Commitments

• General levels for personal success (financial security)

Operations

Identify your key work processes to achieve success.HealthPark: Core competency is how we provide general & specialty dental care. A key work process is scheduling. Take the time to write down your key work process – then measure!



Results• Practice outcomes: What are your healthcare & process

effectiveness results & how do they compare with your competitors? Kids & adults decay-free; Teeth lost in recall; Warranty

• Patient Outcomes: Satisfaction? Engagement? Survey results; Complaints; Clients 10+ years; Cancel/No-shows

• Staff Outcomes: Development? Engagement? Climate? Bonuses, RDH/EFDA production; Turnover; Absenteeism

• Leadership Outcomes: Legal? Ethics? OSHA accidents• Financial/Market Outcomes: Financial performance?

Marketplace performance? Collections; Overhead; Market share

What results do you track?



Quality in DentistryBaldrige 25 years later . . .DQA – sponsored by ADAPurpose: To develop performance measures for oral health careIdeas from 1st conference:• Government into healthcare• Medicare/Medicaid reimbursement based on healthcare

outcomes• Dentistry follows medicine• So, what measures will be used to measure dental

health?• Online reviews measure patient experience now• Soon will include clinical healthcare outcomes



Quality in Medicine

% the hospital gave coronary intervention within 30 minutes of admission

What will this look like for dentistry?What will this look like for your practice?



What can you do?1. Get a copy of the Baldrige Criteria

2. Find a Baldrige Program

3. Start to self-assess & measure: Use my flyer

4. Questions?

Call me!



And the winner is . . .

Thank Youwww.dentalpracticecoaching.com

Using the Baldrige to Accomplish your Vision: One Dental Group Practice's Story

Health & Medicine

Transcript of Using the Baldrige to Accomplish your Vision: One Dental Group Practice's Story