Betsy Wheat

As the year ends, we once again find the annual evaluation time lurking just around the corner. Looking at where we've been, determining where we want to go, and reaching our projected target stand out as three critical essential elements needed to accomplish this goal.

It has often been said that people seldom plan to fail, but often fail to plan. A team without a finish line in sight cannot help you reach your goals. The main objective of the annual planning session is to help the team review the accomplishments of the ending year and plan for next year's growth.

The following are steps to assist in your successful planning for the New Year and your goals for your practice:

#1. Set up a time well in advance for the entire team to meet.    

Usually an all day affair, the meeting is better held in an environment away from the office. This allows the staff more comfort and freedom from distractions. With quick access to refreshments, which tends to help participants' concentration, a hotel meeting room or a club room works well. And yes, Doctor, this is on office time and usually during the first week of the New Year.

#2. Everyone on the team is expected to participate in this session.  

Having only your full time staff sends the wrong message that part-time help doesn't really contribute much to the success of the practice. Planning well in advance will facilitate the attendance of most participants. The key to success comes from the staff feeling that they "own" the options that are being put into practice.

#3. Be prepared!

Ask everyone to fill out a questionnaire that includes the following:

• What is the greatest team achievement this year?
• What has been the greatest challenge the team has faced this year?
• In what way have you improved your ability to give excellent patient care?
• If you could change two things in the practice that would enhance the health of the patients, the health of your relationships with other team members, and or the health of your practice, what would they be?

Print all the year-to-date vital signs of the practice. Include the following: Productivity, Cash Flow, Treatment Acceptance, New Patients and the overall operating expense of the practice.

#4. Start the meeting with a celebration of accomplishments and recognition of a job well done.  

This could be acknowledging extraordinary teamwork or simple praise of an individual staff member that showed personal growth. Give your team members an opportunity to fill out appreciation slips when they want to recognize accomplishments of their fellow workers. These slips can be saved throughout the year, either being placed in a sealed envelope or locked suggestion box.

#5. Review your Practice Mission and Philosophy statement.

Ask yourself the following questions:

• Has anything changed this year in your vision for the practice?
• Are you practicing the way you've envisioned?
• Is your referral base of general dentists strong, and will they continue to send good patients?
• Is the new patient you attract, the type that you'd like to keep and the type that will help you build the practice? Does the staff fully understand and share your practice philosophy?

#6. Evaluate the vital statistics from the previous year, establish new goals, and plan what action is needed to accomplish this.  

As you begin the goal setting process, keep in mind the purpose of establishing objectives is focusing attention and providing general direction. Start by setting SMART goals.

Specific - Is it focused?

Measurable, Can you tell if it is accomplished?

Attainable - Is it a realistic target?

Relevant - Is it a priority?

Trackable - Can the results be compared over time?

For a goal to be successful, it must be generally accepted by the staff and adequately communicated. For this reason it is critical to involve everyone on the team.

Take a look at each doctor's hourly and daily productivity. Which fees need to be increased and by how much? Will you add any new procedures next year?  Is the cash flow healthy? Are you collecting 98% of what you produce? Is there a variety of financial options for patients to choose from when paying for treatment?

Take a look at the number of new patients you are attracting? Are the referral sources solid and consistent? Are these patients saying "Yes" to treatment? What methods are being used to say thank you to the referral sources and any patient referrals? Set up a log, either manual or computer generated, to track the number of new patients being referred by each source. Also, track the patient value per source.

As you evaluate this each year, it will help you decide the appropriate course of action in order to increase the numbers.

#7. Review the principles of a healthy team. 

Because the team is the greatest asset of the practice, we are constantly taking a look at the strengths, the areas that need improvement, and the action steps that each person needs to take to be the best that they can be. Consider these principles of a healthy team:

• Responsible
• Accountable
• Loyal
• Problem solvers
• Good Communicator (with patients and team)

Have the team answer these questions: What are the strengths of our team? In which area would you like to see the team improve?

Next, using your operating statement for the year, look at the major categories of your practice- Total Employee expense, Facility, Lab, Dental Supplies and Practice Promotion. How does this compare to the previous year in % to production? Project next year's expenses by using Cash Flow anticipated for the New Year.

#9. Finally, look at your leadership skills and how they can be improved to help you unleash staff potential.  

What is the most significant leadership challenge you have faced this year?   In what areas have your leadership skills improved? You may want to use a Leadership Checklist to help you determine the effort direction you will need to take for the coming year.

Leadership Checklist:

• Use Practice Philosophy when making decisions
• Set clear expectations for staff
• Inspect what you expect of staff
• Give positive feedback frequently
• Reward the staff for a job well done
• Keep the team's adopted code of Ethics or Conduct
• Practice good listening skills
• Share production and collection information with the team
• Use benefit statements when talking with the staff
• Encourage continuing education growth for staff
• Take time out to train staff
• Discuss corrective feedback in private
• Go over corrective feedback within 24 hours
• Let the staff know your Leadership style
• Make decisions based on the numbers of the practice

Developing a plan and putting this plan into effect will allow you to work smarter and not harder.

So, now you have your plan, and as you work your plan, don't forget to stop and celebrate as you reach the quarterly goals. Design fun ways to reward the staff's hard work and dedication. Remember to enjoy the process and reward yourself!

More About Betsy Wheat Consulting...