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Ten Steps You Can Take Right Away to Improve the Reliability of Your Dental Practice

High Reliability Dental Practices

By: Trude Henderson In his article, “Reliable Organizations: Present Research and Future Directions” (Journal of Contingencies and Crisis Management, 55), Gene Rochlin defines a High Reliability Organization (HRO) as an organization that conducts relatively error-free operations over a long period of time, making consistently good decisions that result in high quality and reliable operations.” The Industries that initiated the use of HRO concepts included aviation, nuclear power, manufacturing and the military. Although, there are vast differences between a dental practice and the…

Organizational Culture and its Relationship to the Patient Experience

By: Trude Henderson   John McLaughlin defines the phrase organizational culture thus: A system of shared assumptions, values, and beliefs that govern how people behave and make sense of their environment.  These shared values have a strong influence on the people in an organization, often dictating how they dress, act, and perform their jobs. Every organization develops and maintains a unique culture, which provides guidelines and boundaries for the behavior of the members of the organization.  The dental office environment…

Steven Klinghoffer’s “The Millennial Effect” Addresses a Major Challenge to Dental Practitioners

An article in last May’s issue of Dental Magazine, “The Millennial Effect,” by Steven Klinghoffer, poses the difficulties pediatric dental practitioners face in winning and retaining millennials, the racially diverse generation comprising those who reached the age of 18 to 34 in 2015. The key points: First, Klinghoffer points out that millennials have high expectations.  With access to a surfeit of information, they tend to be well-aware of a wide range of options and to be very selective about the practice…

CX Interview – Dr Vadi Vojdani, Island Dental (Part 2 of 2)

(In the second of two installments, iDENTify is honored to provide Ben Motteram’s interview with Dr. Vadi Vojdani. Part 1 of 2 was published yesterday, 6/6.) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her patients…

CX Interview – Dr. Vadi Vojdani, Island Dental (Part 1 of 2)

(In the first of two installments: iDENTIfy is honored to feature Ben Motteram’s interview with Dr. Vadi Vojdani. Part 2 of 2 will be published tomorrow 6/7) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her…

How Feedback Enhances the Patient Experience

By Trude Henderson The term patient experience can best be defined as “everything encompassing what a doctor and his/her staff says and does, what a patient says and does, the nature of the office environment and the policies and procedures, both formal and informal, that govern a practice.” Practices can use patient feedback to monitor patient reactions to their experience to ensure that high care and treatment standards are maintained and, if necessary, improved. Patients, especially those with introverted personalities,…

High Reliability Concepts: Insights of Value to Any Organization

By: Trude Henderson When I think of a place where miracles happen every day, where the highest focus, safety and consistency are critical, what scenes first come to mind?  A neonatal intensive care unit, the control room of a nuclear-powered submarine, or the busiest airport in the world. Few organizations are as at-risk or mistake-prone as these, but regardless of the industry, size or complexity, High Reliability Organizations (HROs) offer insights that can prove invaluable. A skeptic might respond, “Aren’t…