Category: HRO (High Reliability Organizations)

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…

One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)

Silence and lack of empathy are killing your dental practice

Today I am following up on last week’s blog and plan to share with you the first of three main root causes of the silence and lack of empathy (Merriam-Webster defines empathy “as the action of understanding, being aware of, being sensitive to and vicariously experiencing the feelings, thoughts and experience of another”) that can plague dental practice. This will involve my asking questions that can help you determine whether you have issues that bear looking into further. In doing…

Could Silence and Lack of Empathy be Killing Your Dental Practice?

Doctor comforting patient

By: Trude Henderson (Part 1 of 3) Over the years, I have visited numerous dental and medical practices (as part of my work as a dental and medical consultant and startup co-founder), as well as spas (for pleasure). Based on observations culled from these experiences, as well as my gleanings from Identify’s 3-year pilot study, I have reached a conclusion that I would like to share with you – too much silence and a lack of empathy will make your…

6 Things That Will Make Your Dental Practice Manager Shout, “I Can’t Live Without You!”

get identify dental best of the best

By: Trude Henderson Today we are going to change things up a bit and focus on things from the perspective of the dental practice employee, rather than that of the practice manager. Travis Bradberry, (an article by whom we discussed in 2 complementary blogs on July 19th – 21st), maintains in “7 Ways to Blow You’re Bosses Mind” (Forbes, September 29, 2015”) that for an ambitious employee, is in not enough to merely follow orders: “Your boss’s expectations are the…

Problems Dental Practice Leaders Must Tackle Head-On

By: Trude Henderson You must always remember that, essential as it is, technical competence will not by itself enable your dental practice to realize its full potential. From our own experience, we have concluded that practices only become sustainable when their leaders model a service-oriented culture and seize opportunities beneficial to all stakeholders. This includes pinpointing and solving problems as swiftly as possible and then preventing their recurrence. You solve a problem when you understand the relationship between cause and…

A Metrics-Based Approach to Gauging Dental Patient Loyalty

Dental patient Loyalty

By: Trude Henderson In his “Why you have fewer loyal patients than you think, and what to do about it,” published in Dentistry IQ on June 30, Steve Klinghoffer addresses the problem of patient retention. He begins by saying that every dental practice has three kinds of patients: “Raving fans.” This is self-explanatory. “Attendees.” These are patients who have been with a dental practice for years, but come only sporadically and don’t provide referrals. ‘Vulnerable Patients.” These visit only when there…

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…