ADEI Dental Practice Management Articles -

"I wish I had brought my team with me...." must rank as the number one remark overheard at many a continuing education seminar or conference. In the dental office, the dentist is the one who often hears, "I'm not willing to give up a Saturday to take a dental course! Are you mad?" And the quotes we frequently hear from auxiliaries, "My dentist won't pay for me to take a course" or "I haven't taken a course in years, I don't need to."

With the fast rate that new advances in clinical areas and technology are made, no one can afford to brush off continuing education or diminish it's value to the practice or to the team members. We're lucky to live in a society that promotes and encourages higher learning! To take advantage of all of these continuing education options, you need a dental team who are willing to be flexible and, more importantly, team members (including dentists) who have the motivation and initiative to learn and grow.

Standing Still in Business

Those who stand still in business today, may well end up going backwards. As someone who has been involved in dentistry for 25 years, I just cannot imagine doing things in a dental office the same way we did 10 years ago, or even 5 years ago. The business side of the practice is changing: computers, Internet, hygiene programs, patient education needs, new technology, changes with dental benefits, the list goes on. Clinically, the advances occur just as frequently. These changes and advances prove that dentistry is still a challenge and offers opportunity to those that want to move ahead! Anyone who is willing to be challenged, and thus educated, has the opportunity.

Dealing with Staff & Dentists who do not want to learn

Demanding that a team member take a course as part of their job is not the best way to encourage them to learn. If your staff do not want to be at a program, chances are, they won’t pay much attention or take many notes. “Things are fine just the way they are” or “I don’t want to give up my Saturday to take a course!” are common excuses that stand in the way of learning. You can have fun and learn too, programs do not have to be a boring tasks that you dread. It’s what you put into it that makes continuing education so rewarding. Mixing with other motivated dental professionals and sharing ideas can in fact be quite beneficial.

New Staff

To encourage your staff to be motivated to learn new ideas and techniques, you must set policies that are clearly outlined and understood prior to hiring any new team member. The ideal way to motivate is to ensure that you hire people who are already motivated and enthusiastic about learning. When you interview, some of the questions should be “How do you feel about continuing education?” or “Are you prepared to take CE programs on a weekend?” and” What are your goals in dentistry?"

Existing Staff

Motivating existing staff who are not interested in taking the time to learn is difficult. However, as the business owner and the employer, it is up to you to create and enforce clear and understood office policies regarding conferences and seminars. If you want growth and continuing education to be a part of your practice, you must make a point to encourage these things; in meetings, in conversation, in your office policy manual, etc. If a dental program is taking place on a weekend, you should pay staff for their time, as it is part of the job. The same for evening programs or any course that takes place outside of office hours. Or, to be very flexible, an option is to schedule regular office time to take day courses. This isn’t always possible which is why clear and written policies on continuing education are important to the growing practice.

My concern is for the dentists who have long term staff, who are totally resistant to change. Resistant people can in fact really hold a practice back. If these people are not willing to make an effort, after repeated requests, it is probably in your best interest to let them go and hire someone else who is motivated, enthusiastic and willing to help the practice grow. Are you willing to pay someone to be defiant or not? You have to make a decision.

Dentists

Many team members are motivated and enthusiastic people who are in fact, held back by the dentist. “our practice has so much potential, but the dentist does not seem interested in changes or in learning anything new,” is a comment I have heard repeatedly. As a business owner myself, I can understand that it’s not always easy to implement every new idea. There are many things to consider such as the budget, time staff training, implementation and changes. Nevertheless, I would encourage dentists, take the time to write out why these changes would benefit the practice, patients, dentist and the team. Comment on the advantages of the changes, explain how, who and when these changes could be made. Most business owners would be thrilled if their team made the effort to explain and are willing to make changes happen. Attending a program together as an entire team is the best way to get yourselves motivated to implement new ideas and techniques. But if the dentist chooses not to do anything, then eventually the team will settle into the “just a job” syndrome or they will move to a progressive practice that offers challenge.

Meetings After the Continuing Education Program

How many times have you taken a continuing education program, thoroughly enjoyed it and were all “gung-ho” on incorporating the ideas? How often did you actually implement those ideas” it’s normal for people to procrastinate but it will hold you back from reaching new goals. People are afraid of change and sometimes don’t realize that you do not have to make dramatic changes to make a difference! Most often a few, small changes can make a big difference.

After any seminar you should plan a short meeting for the entire team, comment on the highlights of the program and ask each team member to suggest one or two ideas that will improve the practice, in anyway at all. Each person must be responsible and accountable in order to make things happen. Dentists often tell me that the hard part of changes is making time for everything. Well, that’s why you have staff to delegate to and to be held accountable for their positions.

Staff Training

Training takes time and you must be organized in your approach. Plan training time each month and put someone in charge of the training schedule. Ask each person at your staff meeting, “What would you like to know more about? Where do you think you can improve?” and then encourage them! Stick to that training schedule. It need only be an extra hour or two every week or two weeks. Who is it going to benefit? You and your practice! Any new skills learned by your team can be applied to help improve the efficiency, patient care and team work in the practice.

Computerization & Technology

Many people in your office may require additional computer training. A very small percentage of practices actually use their computers to the maximum. Your business team are often in the dark about new technology and materials. For example digital x-rays, intraoral cameras or new bonding materials. Yet patients ask your business team more questions than anyone else in the practice, because they perceive them to be “real people and non threatening.” If the business team are not well trained they end up either giving out wrong information or no information. Patients need to leave well informed with the correct information. Always encourage learning, it will only benefit you and your patients in the long run.

Learning with the Computer

Practices with computers have other options for focusing and teaching their team about treatments and patient education. Often, it’s difficult for some team members to attend continuing education programs, especially staff with young families. However, there is no reason not to plan training time right in the office. There are many such continuing education opportunities available in a CD ROM format. These CDs focus on dental education, patient education, treatment options, clinical procedures. The topic choice is virtually limitless. Your team can learn in your office or perhaps take one of these continuing education CDs home to review and learn in the quiet and privacy of their own home. For personal and professional development, some team members may be prepared to do home study.

It is important that you and your team feel confident with technology. I asked one business assistant if she has a CD ROM Drive on her computer. She had no idea, so I suggested she press the button on the top of the hard drive, it opened and her comment was “Oh you mean the coffee cup holder!” Most offices only use their computer at 20% of its ability. If you want to receive a return on your investment, I suggest you use your computer to the maximum and while you’re doing so, take the opportunity to use in-office continuing education CD ROMS for the benefits of your practice, your staff and most importantly, your patients who are the beneficiaries of your knowledge.

Keep on the leading edge of dentistry today, and utilize your in-office training opportunities with the help of the latest technology available.

Evaluating the Team

I do not believe that dentists take enough time to evaluate their team on a regular basis. Evaluations don’t have to be a negative experience. But how can your team meet your expectations if they don’t know what they are doing well, but also where they can improve. It’s also a great opportunity to ask them what motivates them, what courses are they interested in taking to further their dental knowledge and to keep up to date. You may have someone in your practice who is bored with assisting and would enjoy the challenge of becoming a Treatment Coordinator. Your hygienist may want to spend more time educating the patients and become more involved using the computer simulation system to introduce a smile analysis. There is often a lot of untapped potential in dental practices.

Evaluating the Practice.

Dentists need to identify what their ideal practice would be. What sort of dentistry would you like to do? How are you marketing your services? Could you improve on patient education? Do you have the right staff? Do you need to review your computer system? Are you current with changes in dental benefits?

When you invest in more training for yourself and your team, ensure that you receive a return on your investment. If you’re not willing to implement the new ideas or techniques you’ve just learned, what is the point in paying money to take the course? The return on your investment can only come from you - learn, implement, encourage and motivate. The opportunities are there! Are you willing to go challenge yourself?