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CREATING TRUST AND VALUE FOR TODAY’S CONSUMER/PATIENT

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CREATING TRUST AND VALUEFOR TODAY’S CONSUMER/PATIENT

IMTIAZ MANJICHAIRMAN, SPEAR

HANDOUTS FOR THIS PROGRAM CAN BE DOWNLOADED AT:

WWW.SPEAREDUCATION.COM/IMTIAZ-MANJIEVENT CODE: 1NCDS2016


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CHOOSING TO BELIEVE

“NO ONE IN AFRICA WEARS SHOES”

REAL DENTAL POSSIBILITIES

DIGITAL WORKFLOWS

COMPREHENSIV E CARE

INTERDISCIPLI N ARY ALIGNMENT

LIFELONG TRANSFORMATI ON

THE MUSEUM IN THE MOUTH

YOUR EXISTING PATIENTSWHAT WE SEE NOW

WE PUTIT THERE!

CHOICES ABOUT CARE

PRACTICE FILTER PATIENT FILTERJUST ONE

POSSIBILITITY

178 MILLION+



WE HAVE CHANGED TODAY’S DENTAL PATIENT

WHO SHOULD PAY?

HEALTH & FITNESS

CONSUMER MINDSET

COMPETITIVE CHOICES

CONSUMER CHOICES

1942 (B1)$37 BILLION

5 YEARS$2500

5 YEARS$5000

5 YEARS$7300

TODAY’S PATIENT/CLIENT/CONSUMER

MINDSETS CHOICES NOW



THE IMMUNITY MINDSET

FAMILIAR & COMFORTABLE

BEHIND THE SCENES HABITS

WORD OF MOUTH WANTS

DRIVENMOUTH BASED

CLINICAL & TECHNOLOGY

CONSUMER DRIVEN

GROWTH IN TODAY’S MARKET

INSURANCE FUNDING

NEEDS DRIVEN

TOOTH BASED

ECONOMIC FOUNDATION

THE PERFECT PATIENT

COMPREHENSIVE NEEDS

NO INSURANCE MINDSET

BAGS OF MONEY

WANTS IT NOW

CLARITY FOR GROWTH

CLINICALTOOTH TO

COMPREHENSIVE SCHEDULE

RECORDS, DIAGNOSIS & TREATMEN T PLANNING

PATIENT MINDSETS & VALUE FOR CARE

CASE ACCEPTANCE FOR THE RIGHT MIX



THE TYPES OF PATIENTS

TRUST VALUE1000 PATIENTS

15 NEW PER MONTH

$743,000 FOUNDATION

EVENT-DRIVEN: Just fix me

REACTIVE: I know I should, but …

PROACTIVE: Help me prioritize

DISCRETIONARY: I want to look/feel better

REGENERATIVE: It’s worth the investment

PATIENT GROWTH: THE RIGHT CASES

FOUNDATION + $160,000

Twice per Year$20,000

$40,000X 2

Every Other Month

$10,000$60,000

X 6

Once per Month$5,000

$60,000X 12

FOUNDATION + $440,000

Once per Quarter$20,000

$80,000X 4

Once per Month$10,000

$120,000X 12

Once per Week$5,000

$240,000X 48

REALIGNING YOUR VISION

INSURANCE MINDSET

GREAT CASES

(10X VALUE)

FOUNDATION

GREY AREA

NEW VISION

EVOLVING

HABIT

PATIENT VALUE

NEVER A FACTOR

USUALLY A FACTOR

ALWAYS A FACTOR

IMPLICATIONS: CLINICAL

CLINICAL VISION

• Loving what you do

• Journey to comprehensive

• Framework to keep it alive

• Being your best

• Belief in your own value

TOOTH TO MOUTH



IMPLICATIONS: INTERDISCIPLINARY

PARTNERSHIP

• Below the line: obvious

• Above the line: essential

• Clinical & value alignment

• Patient value for relationship

• Parked & reservoir

TOOTH TO MOUTH

IMPLICATIONS: TEAM

ENGAGEMENT

• Belief in doctor’s clinical vision

• Belief in value for the patient

• From job roles to value roles

• Culture of growth

TOOTH TO MOUTH

PRACTICE VISION & MISSION

PATIENT TRUST &

VALUE FOR DENTISTRY

HOW THEY ARRIVE

DOCTOR CLINICAL

VISION

HOW THEY LEAVE

TEAM TRUST &

VALUE FOR DOCTOR’S

VISION

PATIENT TRUST AND VALUE FOR DOCTOR’S

VISION



CHANGING THE PATIENT VISION

BEST INTERESTS

ORAL HEALTH

SYSTEMIC HEALTH

SOCIAL HEALTH

LIFELONG HEALTH

WE HAVE INCREDIBLE ADVANTAGES

GENUINE CARING RELATIONSHIP

SYSTEMS PLUS ONE ON ONE

REASON TO FOLLOW YOU

MEMORABLE & WOW FACTOR

EXPERIENCES OF A LIFETIME

GRADUATION WEDDING BIRTH VACATION CELEBRATION

THE TYPICAL PATIENT EXPERIENCE

ALL DENTISTS ARE THE SAME

MY LAST DENTIST DIDN’T TELL ME

BEEN THERE,DONE THAT



SOMEONE ELSE’S PATIENT

WASN’T WORTH STAYING

SOMETHING HAPPENED

SOMETHING DIDN’T HAPPEN

BEHAVIOR RELATED

CHANGE RELATED

GOALS FOR THE PATIENT EXPERIENCE

WE ARE DIFFERENT

VALUE FOR RELATIONSHIP

VALUE FOR LIFELONG

VALUE FOR CARE

EVERYTHING IS A SELF-PORTRAIT

5 SENSES TEAM VALUE ENVIRONMENTSMALL MOUTH

BIG WORLD

EVERYONE’S WEDDING



NEW PATIENT EXPERIENCE OVERVIEW

CONTACT

ASSESSING NEEDS & VALUE

APPOINT THEM RIGHT

PREPARATION

TEAM APPROACH

PREPARE FOR NEW PATIENT

ARRIVAL

WELCOME & TOUR

VALUE FOR THE RIGHT

PLACE

INTERVIEW

PATIENT NEEDS & GOALS

OPTIMIZE THEIR

MINDSET

NEW PATIENT EXPERIENCE OVERVIEW

VALUE FOR CARE

LEVELS OF CARE

OPTIMIZE THEIR

VALUES

EXAM & RECORDS

TOUR OF THE MOUTH

THEIR CLINICAL

STORY

CONSULTATION

SUMMARY OF FINDINGS

POSSIBILITIES & CHOICES

COMMITMENT

FEES & ACCEPTANCE

AGREEMENT TO NEXT

STEP

LEVELS OF CARE

We believe that it is your choice on the level of care that you want in our practice. We will help you thoroughly understand your dental choices so you can make the best decision possible. Your first choice is how you would like us to work with you. Please consider the following guidelines for care so that we can best meet your goals:



LEVELS OF CARE

Patients at this level choose treatment only when they experience a crisis such as pain, swelling or bleeding that requires immediate treatment. Urgent care patients are generally not focused on taking steps to ensure future urgencies do not occur. They come in when they know they have a major problem to deal with and the condition has developed to a point of urgency in order to control pain or save the tooth.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

LEVELS OF CARE

Patients at this level choose treatment for obvious problems such as broken or cracked teeth, cavities, sensitivity, discomfort or concerns that are creating issues in the mouth right now. Remedial care patients are usually not focused on taking steps to prevent new concerns or improve their health over time. They only want to deal with concerns that have already developed into conditions that require treatment to remove existing disease or repair the teeth back to the most basic level of health.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

LEVELS OF CARE

Patients at this level seek treatment for existing concerns just like remedial care patients, but they are also concerned about conditions that may create problems in the near future. These patients generally want to maintain the health of each tooth at a basic level so they also do what they can to prevent new concerns from developing. When treatment is recommended, proactive care patients usually prioritize their treatment to manage their costs but still take care of things soon enough so that known concerns are less likely to develop into major problems.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

LEVELS OF CARE

Complete dentistry patients are concerned about the current conditions in their mouth, the causes of dental disease and their long-term health. They want to know their full treatment options so they can become and remain as healthy as they can be, thereby minimizing their long-term dental costs. These patients often choose a step-by-step master plan focused on restoring their health combined with prevention and regular care to achieve steady long-term dental health and an improved appearance to their smile over time.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY



LEVELS OF CARE

Just like complete dentistry patients, patients at this level are focused on long-term dental health and disease prevention, but they also want their teeth and smile to look great. Patients at this level are interested in treatment options to correct all dental concerns for lifelong optimal function and appearance. For some of these patients, enhancing their appearance with a beautiful new smile is very important.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

LEVELS OF CARE

It is not uncommon for people to begin at one level and progress to higher levels when they are ready. We’re here to help you discover what is right for you so your teeth, smile and mouth remain as healthy as they can be for life based on your goals.

URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

CONTEXT FOR THEIR CHOICE

RARE

FEW

SOME

MANY

MORE AND MORE

WE WELCOME ALL PATIENTS Our goal is to help you take care of your teeth, smile and mouth at a level that is right for you.


! LEVEL 1: URGENT CARE


! LEVEL 2: REMEDIAL CARE


! LEVEL 3: PROACTIVE CARE


! LEVEL 4: COMPLETE DENTISTRY


! LEVEL 5: OPTIMAL DENTISTRY



URGENT CARE

REMEDIAL CARE

PROACTIVE CARE

COMPLETE DENTISTRY

OPTIMAL DENTISTRY

NOT JUST NEW PATIENTS

PARKED IN HYGIENE (2/DAY)

PAST IS WRONG OR NEW OPTIONS

VALUE FOR DISCOVERY

FLEXIBILITY FOR NOW

WE WELCOME ALL PATIENTS Our goal is to help you take care of your teeth, smile and mouth at a level that is right for you.


! LEVEL 1: URGENT CARE


! LEVEL 2: REMEDIAL CARE


! LEVEL 3: PROACTIVE CARE


! LEVEL 4: COMPLETE DENTISTRY


! LEVEL 5: OPTIMAL DENTISTRY





LEADERSHIP FOR THE EXPERIENCE

VALUE FOR DENTAL HOME

PRIVILEGED MINDSET

CHOICES & INVITATIONS

TREATMENT/RELATIONSHIP COORDINATOR

TREATMENT COORDINATOR VALUE ROLEVision

I help patients choose to receive ideal care based on comprehensively understanding their needs and the dynamics of delivering the care they require, including treatment options, appointment options, fees and payments. Through my efforts, I ensure the doctor’s mission of ideal care and caring for each patient is fulfilled.

Primary responsibilityPatient experience & acceptance

Course: Team Value Roles in GP Offices

Lesson: Treatment Coordinator Value Role

© Spear Education | onlinece.speareducation.com Page 1

TREATMENT COORDINATOR VALUE ROLE

TREATMENT COORDINATOR VISION


TREATMENT COORDINATOR MISSION

! I am primarily responsible for the patient’s clinical experience with the practice and maintaining alignment between the patient’s treatment plan and the services that are delivered to them at each appointment.

! Ultimately, I measure my success through patient acceptance of the treatment plan. The highest levels of acceptance mean the patient receives ideal care and our practice has the opportunity to deliver the best treatment possible while being highly productive.

! My success is driven by:

! The value of cases presented to patients. To provide comprehensive care to patients in an ideal way, I must create value for ideal treatment approaches.

! How cases are presented. Providing an ideal experience to patients that fully meets their needs, answers their questions and creates value and acceptance for the treatment plan requires careful planning and daily focus.

! Patient decisions. True acceptance depends on the patient agreeing to the treatment plan, appointment plan, fees and payments.

PRACTICE LIFE

COMPARTMENTS & BOXES

LISTS & FOLLOW UPS

GAPS &DISTURBANCES

SOME PATIENTS AREN’T SO EASY

CULTURE OF TEAM & PATIENT GROWTH

26 WEEKS X 1 HOUR DOCTOR TIME OFF




TREATMENT COORDINATOR VALUE ROLE

TREATMENT COORDINATOR VISION


TREATMENT COORDINATOR MISSION

! I am primarily responsible for the patient’s clinical experience with the practice and maintaining alignment between the patient’s treatment plan and the services that are delivered to them at each appointment.

! Ultimately, I measure my success through patient acceptance of the treatment plan. The highest levels of acceptance mean the patient receives ideal care and our practice has the opportunity to deliver the best treatment possible while being highly productive.

! My success is driven by:

! The value of cases presented to patients. To provide comprehensive care to patients in an ideal way, I must create value for ideal treatment approaches.

! How cases are presented. Providing an ideal experience to patients that fully meets their needs, answers their questions and creates value and acceptance for the treatment plan requires careful planning and daily focus.

! Patient decisions. True acceptance depends on the patient agreeing to the treatment plan, appointment plan, fees and payments.




TREATMENT COORDINATOR VALUES

Patient-Focused Values

! Ideal care is treatment that is right for the patient and serves their lifelong needs in a comprehensive way. It’s my role to communicate the value of ideal care for the benefit of the patient and the practice.

! I recognize that patient acceptance is driven by a number of factors, and I ensure that I always see a patient visit from their perspective and anticipate their needs and concerns while educating them on the standard of care they should expect.

! As the patient’s treatment value leader, I am responsible for coordinating, optimizing and maximizing the team’s ability to create and reinforce patient value for the treatment plan. I strive to understand the patient’s values and goals comprehensively so the treatment we recommend is embraced without conflict.

! I recognize that the patient’s best interests are served by an interdisciplinary care team that includes a general dentist, specialists, laboratory and medical providers. I strive to help the patient understand their treatment needs in other offices so they accept and receive the best level of care possible.

! The quality of the patient’s experience is always my priority, and I hold myself and our team to high standards that meet each patient’s individual needs, as well as the needs of the practice so we can continue to serve patients at the highest level.

! I contribute ideas to celebrate patients based on my interactions with them, and I make it a point to recognize the outstanding contributions of my teammates.

Practice-Focused Values

! I don’t distinguish between what’s best for the patient and what’s best for our business. Our interests are the same: the ideal outcome for both is driven by ideal patient success. I strive to communicate the patient’s needs with clarity, and I count on the team to reinforce those needs to support my accountability.

! Working face-to-face with both the doctor and patients, I have a vital role in achieving a strong economic foundation through patient acceptance, and a strong foundation for the doctor’s time through effective appointing of accepted care.

! Remaining accountable to my mission on a daily basis, I advocate opportunities and strategies to maximize patient value and acceptance, while respecting and supporting the accountabilities of other members of my team. We work interdependently to share responsibilities for patient and practice success.




! I recognize that I am part of an interdisciplinary team that includes a general dentist, specialists, laboratory and medical providers whose combined efforts result in patient success. I endeavor to provide as much insight, support and assistance to others, and in return I benefit from them.

! Inside our practice, we form lasting relationships with patients by providing extraordinary care. We work together on both patient needs and value to provide an optimal patient experience and receive ideal patient acceptance and participation in care.

! With other practices involved in the patient’s interdisciplinary care, I coordinate my efforts with outside team members in an ideal way to optimize patient acceptance and care in both our office and theirs.

Individual-Focused Values

! By achieving the highest success on my accountability to patient acceptance, supported by my interdependent and daily responsibilities, I maximize the opportunities of the practice, and contribute to creating an ideal work environment, which I enjoy thoroughly and my value is recognized and respected.

! I utilize my individual opportunities for continuing education, competency development and growth to achieve the highest level of success, and I share my knowledge with other members of the team. I participate fully in team meetings and group learning so I remain connected to the practice’s ongoing standards and evolving mission.

! I align my personal schedule as needed to ensure that practice goals are met so we can enjoy the maximum rewards for our efforts. I arrive on time and prepared each day, and leave only when I have met our team’s standards for being thorough and complete.

! By keeping each hour of the day on purpose with clarity, I maximize the value of my time, and support the long-term continuity and security that the practice provides to patients, the team, and doctors.

! I approach each day with clarity for my accountabilities and responsibilities, and do not allow noise or distractions to rob my time. In this way, I remain pure to my mission and the practice mission, and ensure that enough time is available to work on the things that are most important.

! I am committed to be the best that I can. That means that I energize myself through my accomplishments, and seek out ways to improve and grow on a daily basis.




TREATMENT COORDINATOR ACCOUNTABILITIES

Acceptance

! Acceptance is measured by the ratio of the value of treatment accepted to the value of the ideal treatment plan presented. When acceptance is high for all case types, the productivity of the practice accelerates and the value of time for every member of the team increases. By maximizing the value of time, the practice is better equipped to achieve it’s mission.

! To calculate value acceptance:

! $ Value of treatment accepted by patients this month (accepted = appointed) / $ Value of ideal treatment plans presented to patients this month = Value Acceptance

Case Value

! Ideal care is achieved when patients accept comprehensive care. This results in major cases being presented to patient. Major cases are defined as any case in which patient acceptance is not considered to be “automatic.” Automatic acceptance usually occurs with most routine procedures … typically driven by the patient’s comfort based on insurance coverage. Major cases require a specific effort to communicate the value of care. Success in major cases can result in higher value communicated to new patients in advance through invitations. As a result, higher acceptance on major cases usually results in a higher number of major cases in the future. Increasing the number of major cases diagnosed and accepted in vital to driving the clinical productivity of the practice.

! To calculate the number of major cases:

! Establish a “threshold” value for automatic acceptance cases. Cases below this value are not tracked. Then, count the number of cases each month that have a diagnosed value higher than the threshold.

Presentation Value

! In addition to the number of major cases, the average value of cases presented in a strong indication of how comprehensively the practice is diagnosing patient needs. Comprehensive care by the practice results in higher patient value, patient success and productivity. By examining the average case value being presented to patients, you can assess the practice’s current competency to deliver comprehensive care.

! To calculate average dollar value presented:

! Total dollar value presented to patients in major cases / Total number of major cases = Average case value presented




Decision Value

! The number of major cases and average dollar value presented can be multiplied together to determine the practice’s potential treatment value that can be accepted each month. However, there is no guarantee that patients will accept, which is why we measure the case acceptance rate. At the same time, it is helpful to understand the average value that is being accepted by patients, since this can help us with setting up our scheduling template or improving our patient experience.

! To calculate average annual decision value:

! Total dollar value accepted by patients on cases that were presented as major cases / Total number of major cases = Average case value accepted



THE SECRET

WHAT YOU DO

LEVEL YOU DO IT AT

WHAT YOU DON’T DO

WHY YOU DO & DON’T DO

IMPLEMENTATION MINDSET

EVOLUTIONVS. REVOLUTION

TAKES LONGER AT FIRST

ADAPT & PERSONALIZE

IMAGINE ONLY NEW PATIENTS

THE MINDSETS WE KNOW

GUARD FREE & FERAL DANGER



PASSION & ENERGY

64,000 HOURS 120,000 VISITS HAVE FUN

WWW.SPEAREDUCATION.COM/IMTIAZ- MANJI EVENT CODE: 1NCDS2016

creating trust and value for today’s consumer/patientcloud2.snappages.com... · creating trust...

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