Tag: HRO

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…

(Part 3) More Root Causes of Silence and Lack of Empathy in the Dental Office

I am following up on last week’s article, “One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)” (September 23rd) and plan to share with you, the dental practice leader, the last two of the three main root causes of the silence and lack of empathy that can negatively impact dental practices. In doing this, I will continue to draw on my 27 years of experience working with High Reliability Organizations (HROs) and on the results…

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…

4 Factors Key to Improved Performance of Your Multiple-Location Dental Practice (PART 1)

(This is the first of two articles, by Trude Henderson, on the the lessons regarding performance learned for multi-location dental practices. Please stay tuned for the second half of this article and more on managing CX in multiple offices at once. – Ed.) One of the takeaways of Identify’s pilot study regarded inconsistencies in performance between the offices of multiple-location dental practices. Operating multiple satellite offices in addition to a main office is becoming increasingly attractive, especially among orthodontists. They see…

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…