A 22-year provider of family dental services was experiencing reduced production levels, increasing collection discounts, higher than normal schedule cancellations, significant reductions in new patient numbers and increasing internal struggle / conflict between employees and practice management.
The health service provider met with Advanced Business Coaching 2 years ago in hopes if identifying a path through the challenges they were experiencing. After a thorough Evaluation / Alignment with the business owner and spouse, interviews with team members, we were able to see a clear picture of the current situation and present a 36 month plan to overcome the challenges being experienced and to achieve the longer-term goals envisioned by the business owner.
The confidential interviews uncovered a serious lack of trust of the management of the practice. Unresolved conflicts between employees, lack of performance reviews, ineffective compensation and incentive programs and lack of understanding of interpersonal communication styles all were challenges that surfaced during the first 60 days of working with this client.
Creating a culture of open and honest communication between all employees was the primary goal over the first year. Implementation of behavioral and communication assessments, and on-going training of how to utilize these tools were keys to opening up a common dialog and understanding between team members. Clarity of roles and performance expectations for all positions were created and shared with all team members. The Vision and Culture of the practice was written by the owner and shared with employees. The results of these internal changes was a Customer-Centered focus by all team members.
While developing and enhancing the customer-centered environment within the practice, patient satisfaction levels improved, patient referrals increased and response to external marketing efforts improved. Participation in patient appreciation events increased and community benefit programs were supported by larger percentage of patients.
With significant improvement of the internal culture within the practice and consistent growth in production, collections and profits, the next steps for the practice owner is to bring on more staff and increase production capacity that will allow for additional controlled growth over then next 2-3 years of 20%-25% each year.