It seems like the perfect time of year to bring this subject up. Having been a dental administrator previously, I know first-hand how important it is for team members to know the numbers in the practice. If our doctor had kept numbers from us, I am positve we would not have been as successful as we were. I encourage our dentist readers to listen up and implement Linda Miles’ words of wisdom in this post. Robin Morrison
Linda Miles
We’ve all heard the phrase, “what gets measured improves.” “Why then does our doctor not want to share practice numbers with us, as my last employer did?”
The team needs to know certain practice numbers in order to help control overhead, set goals, see those goals reached and share in the rewards if they improve. It is amazing to me how many dentists still keep the staff in the dark about numbers that they and the team need to be aware of each month. Numbers should be reported at the practice team meeting week one of every month. Each member of the team (including the dentist) should take turns facilitating the team meeting. They should also give a three minute personal progress report on certain areas of the practice that they personally monitor.
Scheduling Coordinator-
1) Number of new patients last month and where those new patients came from (patient referral, marketing project, doctor or team referral etc.) It is also good to do a comparison study of how the NP number compares with the same month a year ago.
2) Number of failed or last minute changed appointments in the doctor’s schedule.
3) Number of emergency patients worked into the schedule last month. How many were patients of record versus new patient emergencies. If a NP emergency, how many rescheduled for a complete oral health exam and radiographs? How does this compare with the same month a year ago?
Financial Coordinator-
1) Number of past due collection calls to patients and overdue insurance.
2) Number of dollars collected last month through patient financing. How does that compare with the same month a year ago?
3) Total A/R balance and the % of dollars past 60 and 90 days old. Comparison of same month a year ago.
Assistants-
1) Number of unit of crowns/veneers/implants etc. and a comparison of the same month a year ago.
2) Number of dollars spent last month on dental supplies, the % of last month’s collections and how close it is to my budget of 6%.
3) Number of infection control violations given last month and number of dollars collected. (We recommend that one assistant be the “infection control cop” giving $5 tickets to those who they see breaking the rules of good infection control. The money is used to take the office team to lunch).
Hygienists-
1) Number of daily dollars produced in their treatment room last month with a comparison study of the same month a year ago (Total $ divided by # of days.)
2) Number of procedures in the 4000 code (initial perio procedures) and how this compares to the same month a year ago.
3) Number of units of open chair time in their schedule last month and how that compares with the same month a year ago. (Goal is zero defects in hygiene schedule).
Doctor or Practice Administrator-
1) Last month’s gross and adjusted (net) production. How that compares with the same month a year ago.
2) Last month’s collected amount with a comparison of same month a year ago.
3) Was the practice bonus goal reached and if so, it is a time for celebration and bonus checks to be distributed.