Competition is becoming fierce within the private dental market as patients become more demanding and ambitious practices attract more and more clients by offering superior service.
Patients generally assume that the clinical side of their local practice is of a high standard unless they hear otherwise. What now differentiates practices is the Patient Journey and the level of customer service offered. Get this right and you will attract new patients and, more importantly, retain them as loyal advocates of your practice.
Patient Journey covers the whole patient experience from the initial telephone enquiry through to arrival at reception, handover to the surgery, back to reception, follow-up care and communication between visits.
Each part of this Patient Journey has the potential to disappoint patients and encourage them to move elsewhere. Mobility is rarely an issue now and good service together with perceived value for money will dictate success.
We can work together to strengthen any weak links in your Patient Journey through training, improved processes, better communication, patient feedback and monitoring.
Our aim? To deliver a seamless, high standard of service which will differentiate you from the competition and encourage patient loyalty.
How well do you know and understand your team?
Are you getting the most out of your practice manager and the team?
Do you know what each of your team is really capable of? There are often hidden surprises which if identified and encouraged can make a real difference to your business and motivation of the team.
Each of the team will react in different ways to feedback, change and pressure. Recognising and adapting to this will deliver great results.
Effective management of your team boosts morale, productivity and will really move your business forward.
Ways we can help include:
Many practice owners have no real idea of how well the business is doing until they receive annual figures from the accountant a few months after the year-end. By this time you may be surprised to see that your turnover and, or, profits have fallen gradually over the year.
There should be no year end surprises and we can help you set up a straightforward, on-line accounting package for just £25 per month which will track your income and costs, showing you at any time just how much profit you are making. The package links directly to your bank accounts for quick and accurate updates. You can try it out for yourself here.
We can also help you better understand your accounts and the many ways they can be used to forecast, track and improve your business.
In addition to tracking turnover, it is important to watch some key figures closely to make sure they don't increase out of line with turnover. Those to watch include associate payments, hygienist fees, lab bills, dental materials and wages
An optional book-keeping service is available from just £15 per practice per week which will take all of this off your hands including a monthly performance report to show how well you are now doing.
At the year-end, reports and summaries are quickly produced for your accountant to check and finalise.
Change is inevitable and essential in every business to stay competitive, avoid losing customers and to keep costs under control. This may be as straightforward as upgrading your practice software system or implementing new ways of doing things, through to opening a second practice or converting from NHS to private.
Effective communication, project planning and organisational skills along with dedicated time to manage the project are all needed and often not always available within your practice.
Often the team are left not really understanding what is happening, the benefits of change and wonder what the impact will be on them moving forward. Involve the team from the start and change can often run much smoother.
We can help you deliver change into the practice in many ways including:
How well do you know the business side of your practice?
Are your associates, hygienists and therapists each delivering as expected?
Do you and the team know what a successful week looks like?
Is your patient base growing or maybe slowly reducing?
Are patients happy and referring new business to you?
How busy have the appointment books been? What about next month?
Are your patient recalls up to date, monitored and followed-up?
Are you monitoring your outstanding treatment reports?
We can help you easily keep on top of your practice performance by: