Ready for a Change?

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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.

Your Dental Manager can help you deliver change into the practice in many ways including:

  • Analysis of the benefits
  • Costings
  • Review of the impact
  • Planning
  • Best Practice
  • Coaching & mentoring
  • Communication with the team
  • Training
  • Delivery and Implementation
  • Follow-up
  • In the words of one happy client:

Wooden wthite letter Thank you on the crumpled carpet

“Mark has turned our business around.Working with the whole team and always putting our goals and priorities at the centre of everything he does for us. He has the ability to reassure and motivate alongside a very strong business sense. 

Thanks Mark, you keep us on the right path”

This and other testimonials can be seen here.

We understand that every practice is different and always tailor our support to suit the management skills and resources you already have by “Bridging the Management Gap” and coaching your management team along the way, as necessary.

Projects we have successfully delivered to other dental practices include:

  • Text Do not resist change embrace it typed on retro typewriterNHS to private conversion – both individual dentist and full practice
  • KPI and performance management systems
  • Financial accounting systems
  • Compliance software
  • Staff appraisal/bonus schemes
  • Practice acquisition/mergers/expansions
  • Practice and Business Manager recruitment
  • Tracking systems for referral dentists
  • Virtual reception/overspill telephone answering systems
  • CQC registrations

If you are planning change now or in the future, please get in touch to find out how we can help turn your plans into reality or book a complimentary call at a convenient time, through our on-line calendar.

Ready for a Change?

How Do I Work With My Clients?

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Your Dental Manager offers a wide range of personalised business management support and coaching for dental practices. I generally start by understanding and identifying any management gaps which there may be in the practice.

Management gaps can arise in many ways including business growth, time pressures or lack of experience in a particular business area. In many cases there is simply no individual with sufficient business skills or experience immediately available. There are also often clear and burning management issues which the practice already know about, which need to be quickly addressed. 

Metal Wheel Concept

Change is always a constant within modern businesses and dental practices are no different. Implementation of any kind of change from simple procedural changes to a fundamental change in the way the practice works, quickly highlights management gaps which I can help to bridge. Good project management and communication skills are always key to delivering a successful change.

There are many ways to bridge management gaps which may be a combination of business coaching, training, mentoring, direct support from myself, new systems, recruitment and perhaps even outsourcing some of the work. 

You can see more examples of how I work with practices here.

My aim is to become a readily-available, trusted business-support partner for my client practices with a shared understanding of how they work and where the owner wants to take the business. The number of practices I work with is closely monitored to ensure that I can maintain and develop this relationship.

Support from Your Dental Manager is very flexible being available as and when required with no ongoing or minimum commitment, which leaves the practice owner fully in control of the straight-forward fees. Business support is available remotely from as little as 15 minutes through to half-day and full-day practice visits.

Remote support is particularly flexible and cost-effective being available through a tailored combination of telephone calls, interactive screen-share through TeamViewer, Facetime, shared DropBox folders and remote access to a suitable practice PC/practice management software as and when required.

Calls and meetings can be quickly and easily arranged at any time using our online booking system.

Fees are only charged for work completed to a client’s satisfaction which is fully logged on invoices.

Please take a look at some testimonials from other practice owners and explore my website to find out more about how I work. 

If you think I can help bridge some management gaps within your practice, please get in touch for a complimentary discussion:  Enquire Here or book a complimentary telephone call through my on-line calendar.

How Do I Work With My Clients?

Embrace Change

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Managed change is essential for any growing business to keep up with the demands of competition, patients and improved ways of doing “what we have always done”.
The word “managed” is key of course and here are some tips I share with clients when supporting them with managed change:

1) Lead by example and embrace the change
2) Communicate, involve and share openly with the team
3) Always share proof of improvement, not promises!

Metal Wheel Concept
4) Manage expectations and recognise/respect the different ways people react to change
5) Plan the implementation within reasonable timescales
6) Consider the bigger picture and plan for the wider impact

7) Listen and respond to feedback from the team & patients
8) Monitor closely and respond quickly to variances
9) Celebrate and share the benefits

Embrace Change

Everything DiSC® – Boost Your Practice & Team Performance in 2018

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As a Certified Facilitator and trainer for Everything DiSC®, I regularly make use of the many tools and techniques available within the Everything DiSC family for coaching, mentoring, team development, training and to support effective recruitment in dental practices across the country.

Here is a brief overview of how Everything DiSC can add value to your practice and why I find the tools so valuable in my day to day work.

Everything DiSC identifies four primary dimensions of workplace behaviour:

Dominance – Influence – Steadiness – Conscientiousness.

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Everyone is a blend of all 4 styles and has a unique behavioural style. An individual’s DiSC style is identified using a reliable, interactive, on-line questionnaire and shown by a ‘dot’‘, which is placed on the model.

DiSC styles do not identify abilities or strengths. There is no right or wrong /pass or fail. A style demonstrates personal priorities or workplace behavioural style.

The Everything DiSC model is highly memorable and easily understood. Participants start their learning journey by being introduced to this simple model and, through various practical exercises, build upon the model to open up a wealth of self-understanding and appreciation of others.

The visual and easily understood model provides a practical, interactive and fun learning opportunity, perfect for personal development plans and CPD. This new-found knowledge then enables practice owners, practice managers and the whole practice team, to further increase self-awareness and understanding of those they work alongside.

Using a DiSC Profiling Approach to Learning:

  • Enables individuals and practice teams to work more effectively together
  • Helps team members understand one another better
  • Introduces an easily understood “common language” to recognise and compare different people
  • Acts as a springboard for conversations, one to one reviews and team development
  • Increases individual and practice performance
  • Improves communication and engagement between team members themselves and management/practice owners
  • Reduces conflict and misunderstandings within the practice

Thanks to its versatility, DiSC can be adapted for each practice and used to improve and develop:

  • Team Working and Team Development
  • Leadership and Management capability
  • Individual Coaching and Mentoring
  • Patient Journey
  • Treatment Plan Acceptance
  • Appraisals and Reviews
  • Working Relationships
  • Recruitment
  • Conflict
  • Performance Management
  • Communication
  • Management of Change
  • Morale and Employee Engagement
  • Personal and 360 Feedback for Principal Dentists/Managers

Reasons to Choose Everything DiSC® Over Other Popular Psychometric Tools

  1. Everything DiSC is statistically proven to be very reliable and the core concepts have been successfully delivered to many millions of people for more than than 40 years. Reliability and accuracy is greatly enhanced through adaptive testing used in participant profiling questions, which identifies discrepancies in responses and asks further questions to encourage consistency.
  2. Everything DiSC offers an effective, non-threatening, non-judgemental and common language which can be quickly used within the team and practice.
  3. The Everything DiSC family contains a range of tailored profiles for individuals, teams, leaders and managers.
  4. Profiles are written in an easy-to-read, non-academic format which are user-friendly and suitable for individuals throughout the practice.
  5. Profiles are written in a neutral tone- although focus is still given to potential short-comings meaning participants are more receptive and less defensive.
  6. Everything DiSC is competitively priced. Individual profiles and practice training sessions offer truly excellent value.
  7. MyEverythingDiSC.com. is a unique online resource, which is made available to participants after workshops and completion of profiles to continue their learning.

 

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Everything DiSC can be tailored to the individual needs of your practice from individual, one-to-one coaching/mentoring to self-learning or as a popular and cost-effective 3 hour interactive workshop for the practice team.

To find out how you and your practice could benefit from Everything DiSC or to discuss your needs in more detail, please book a complimentary phone call at a convenient time through our on-line calendar or drop an e-mail with your questions and contact details to DiSC@yourdentalmanager.co.uk.                                     www.yourdentalmanager.co.uk

Everything DiSC® – Boost Your Practice & Team Performance in 2018

Will Your New Recruit Fit Into the Team?

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With the prospect of new ideas, skills, renewed energy, enthusiasm  and hopefully a welcome breath of fresh air, recruitment of a new team member can and should be an exciting opportunity.

As many practice owners have learned the hard way, it can also be quite daunting and the “wrong” decision, can make life difficult for many months to come.

Common concerns I hear when recruiting new team members for client practices are:

  • “Will they fit in to the team?”
  • “Will they be disruptive?”
  • “Will they work well with the rest of the team?”
  • “Do they have the right attitude for the team and our patients?”
  • “How do I make sure they will make a difference?”

As with many things, a well structured and organised approach to recruitment will go a long way towards making the right decision.

Prepare Well

  • Don’t rush into making decisions – far better to wait and cover the role until you find the “right” person
  • Make sure you understand the role you are trying to fill – this can be a great opportunity to redefine a role and restructure responsibilities across the team to bring in new skills and fill knowledge gaps
  • Understand the type of person you need – all teams benefit from a range of personalities, experience, maturity and approaches to work
  • Understand the strengths of the remaining team and look to bridge any gaps or weaknesses through your new recruit
  • Is the time right to promote from within the team and bring in a more junior role to replace a more senior person?
  • Create a job profile outlining key responsibilities and requirements for the role
  • Create effective wording for your advertisement to attract the right candidates
    • Focus on the skills and requirements needed
    • Remember to “sell” your practice and the role using positive words like opportunity, “great team to work with”, successful, enthusiastic, “great location”, “good public transport links”, “coastal/rural/city centre location”
    • Take a look through my “News” page for several examples of proven recruitment advert wording
  • Always request a covering letter to support C.V.s, asking the applicant to explain why they are right for the role you have on offer and what they can bring to your team and practice

Each applicant will have a different range of skills and experience and one of the best ways to identify and short-list for interview is to “score” applicant C/V.s against your own prioritised criteria:

  • List 10-12 key aspects of the job and person that are important to you, such as
    • Years of experience
    • Qualifications
    • Specific skills needed for the role e.g. specialist nursing, decontamination, lead nurse, management , customer service, IT/software, teamwork, dealing with difficult situations, planning, communication
    • Always have an “Other” aspect for candidates who flag up special skills or particular reasons they could be right for you
  • Use the C.V. and covering letter to score each applicant against the criteria you have listed (0 = low/none, 5 = high/perfect!)
  • Allocate your own weighting or ranking to each of the aspects so that candidates with the most important skills score higher
    • If Lead Nurse skills are vital, weight this with a 5 – the best candidates would score a 5 from their C.V.  x your own weighting of 5 = 25
  • Short-list between 3 and 5 of the highest-scoring candidates for interview

Get to Know Your Candidates Better

At this stage many of my clients make good use of Everything DiSC, a long-established and proven work-style preference profile, which short-listed candidates complete on-line in about 20 minutes. Workplace-Circle_thumb

Based around candidate responses to a wide-range of work-style/team scenario questions, a detailed profile on the candidate’s likely approach to work and their ability to work effectively alongside different types of people, including yourself as their manager or leader, is summarised and made available to you.

The profile helps to identify whether the candidate can fill “gaps” in your ideal team structure. Remember that no team can function effectively where everyone has the same attitude, approach and work-style.

You will also be able to identify the likely “motivators” and “stressors” for each candidate, which helps to structure the right questions for interview and is a great help for managing the successful candidate.

The profiles are self-explanatory, self-contained and available for just £75 per candidate. As an accredited trainer and provider of Everything DiSC tools, I can help you interpret and make full use of the information if required, including comparison reports where there is no one clear “winner”, even after interview.

You can find out more about Everything DiSC workplace profiles here.

Really Get to Know Your Candidates

At the interview use a similar score-card to the one above, update scores based on what you see and hear

Don’t take anything at face value – ask for examples of what has been done and what has been achieved. Challenge the C.V. and claims but most importantly of all, get to know the person and what makes them tick.

  • “Give me an example of when you resolved a patient complaint”
  • “Tell me about a time you felt under pressure at work and how you responded”
  • Give me an example of how you supported another member of the team”
  • “How would you deal with a patient complaint about . . . “
  • “How would you make sure the diary was kept full?”
  • “What part of the job do you find most and least satisfying?”
  • “Why is this role the right one for you?”

Some important additions to the C.V. score-card when used for interview candidates are:

  • Approach to handling of typical scenarios such as those above
  • Personality traits you are looking for such as confidence, outgoing, committed, hardworking, willingness to learn, flexibility
  • Specific questions and circumstances for individuals, which need clarification or investigation

We have focused this discussion on skills, attitude, ability and team structure. Don’t forget to use your practice recruitment procedures/checklist to make sure all the practicalities and legal requirements of recruiting the right person are also covered. A suitable probationary period of up to 6 months is also essential.

Go For It and Make Your Decision

Armed with information from the applicant’s C.V., covering letter, Everything DiSC workplace profile, candidate score-cards and an effective, frank and open interview, you will have all you need to confidently make the big decision.

There is plenty of help out there to plug any management gaps within your business, including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

 

 

Will Your New Recruit Fit Into the Team?

Your Dental Manager Embraces South West England

We are delighted to announce that from 1st May 2017, Your Dental Manager has expanded its reach into the South West of England through an exciting and valuable alliance with well known Plymouth dentist Charlie Fox and practice business manager Edd Jones.

Charlie and Edd will be delivering a wide range of strategic and business management support, coaching and mentoring under the Your Dental Manager umbrella, to independent dental practices across the South West and we welcome them warmly into the YDM family.

Charlie and Edd’s experience, skills and knowledge, combined with those of the established Your Dental Manager team and resources, will quickly bring added benefit to existing and new client practices.

Dr. Charlie Fox BDS (U Birm.) LDSRCS (Eng.)

Charlie has been a dentist for 27+ years, having qualified via the Royal Navy in 1990.

Charlie initially worked in Scotland after leaving the  Navy in 1995. He moved to the South West in 1999, where he continued to work in various practices.

Charlie bought his own dental  practice in Plymouth in 2003, Hartley Dental.

Since owning Hartley, Charlie has built a fantastic environment for his patients, offering the highest levels of care and customer service.

Ensuring that his Practice is profitable, without compromising customer experience, is the key to Hartley Dental’s success

Charlie@yourdentalmanager.co.uk

Edd Jones

Edd came into the dental industry with extensive business and customer-service management experience.

This experience  includes working within the security, gaming and leisure Industry, all of which are  highly  competitive and customer-service driven industries.

Edd prides himself on offering simple, effective and measurable business, operational management and customer service advice, specifically designed to help your business grow and move onto the next level.

Edd has a proven track record of increasing profitability, reducing costs and effectively managing teams of people during his career and is a nominee for 2017 Practice Manager of the Year.

Edd@yourdentalmanager.co.uk

“Charlie and Edd of C & E Consult are delighted to have joined with Your Dental Manager.

We will make full use of the extensive business management resources and experience of YDM to bring maximum benefit to our clients in the YDM South West region.

We look forward to working closely with YDM and practices across the South West to help your business grow.”

On-line booking of introductory calls and practice visits is now available for Charlie and Edd to discuss their work and availability in the South West, or contact them directly by e-mail.

For appointments and enquiries in the rest of the UK and Ireland, please continue to book your appointments through the main on-line calendar or e-mail mark@yourdentalmanager.co.uk.

We all look forward to supporting many more practices across the thriving independent UK dental sector.

Your Dental Manager Embraces South West England

Should We Have Our Own Smartphone Practice App?

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Apps seem to be everywhere these days and I am often asked by principal dentists and practice managers, whether an App would be of value to the practice and to patients.

The quick and easy answer is yes. . . . . There are many people out there who prefer to interact with businesses via their smartphone or other mobile device and don’t expect to pick up the desk phone or even send e-mails for routine, day-to-day tasks like booking an appointment or checking prices, availability, current offers etc.

Please accept that an App will not be of value or interest to everyone, which is fine but don’t ignore the ever-growing number of patients who do value them.

The key to effective marketing and patient communication is reaching out to patients at a time and in a way which suits individuals and we are all different. Every practice has patients who prefer to communicate with us in different ways, from the traditional letter and telephone through to e-mail , text and now directly through their smartphone or mobile device.

screen-shot-2016-10-28-at-4-16-21-pmSmartphone technology is increasingly becoming the norm and an anticipated part of business for many. Your patients will often do a search for associated Apps when buying a new product or service just as they generally seek out a website before purchasing.

One way I look at this is that your website is simply a shop-window for new and existing patients whilst your App gives patients quick and easy access to your services and allows them to interact with you more easily.

In addition to boosting your brand awareness by having your practice logo permanently sat on the patient’s smart-phone, some of the many other benefits are:

Your Practice:

  • Send messages directly to individual, or all, patient smartphones without charge
  • Receive patient appointment requests with all required information & contact details
  • Quickly confirm appointments
  • Easily create and administer loyalty schemes
  • Receive patient referrals quickly and easily
  • Automate patient enquiry forms for consistency and ease of use
  • Reduce volume of phone calls
  • Reduced volumes of outgoing e-mail and letters
  • Additional services/offers restricted to groups of patients e.g. Dental Plan members
  • Showcase your practice and treatments using picture galleries
  • Detailed reporting allows you to track activity and usage of the App and each feature
  • Simple content management system allows you to update and add content

 

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  • Request appointments with date/time preferences at any time
  • Less time spent on the telephone/writing e-mails
  • Convenient access at any time of the day or night
  • Access to special offers
  • Access to loyalty schemes
  • Access to your website and social media links all in one place
  • Quick notification of new services, offers and availability
  • Travel directions to your practice from any location
  • Quick and easy feedback

 

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Such is the value we attach to correctly managed, professional Apps for dental practices, Your Dental Manager has now invested in the technology to build and manage a bespoke App for your practice in-house, which will be built to meet the strengths and needs of you and your patients.

A simple, on-line, interactive  build request form will collate all the basic detail we need to produce a working version. This includes your logo, preferred images, features you would like to use and layout of the App itself.

 

Once finalised, we take care of all the work involved with publishing your new App to the Apple and Android stores, along with everything you need to share and spread details of how to download your new App to staff, patients, community contacts and of course family and friends. All of this is available for a one-off charge of £500 to cover design, publication, content management system and initial training, along with an ongoing monthly fee of £50 for support, maintenance and any necessary updates.

If you would like to discuss the benefits of a new App for your practice, contact Your Dental Manager at enquiries@yourdentalmanager.co.uk or even better, why not download our own App for Apple or Android and contact us using YDM Direct.

 

 

Should We Have Our Own Smartphone Practice App?