Creative Concepts
Bridging the Cultural Divide

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Yankee Dental
Congress

Team Makers

Out of office activities
"You're the best today."
(add variety to compliments)
"Thank you for....."
"Take a deep breath"
(being understanding)
"I totally understand"
Be flexible

Be positive
Enthusiastic
Continuing Education
Offer to help
Being considerate
Office treats such as chocolate
Be on-time

Supportive
Fun
Creative
Open to change
Be empathetic
Be respectful
"That's a good idea"
"Good job"

Team Breakers

Negativity
Not pulling your weight
Not cleaning up
Pawning off work
Not being supportive of the team
Thinking if you wait long enough someone else will do it
Never participating
Leave before work is done

"He doesn't want us to do it, but we will anyway"
Panicing in the office
"We've been doing that for ___ years. Why change now?"
"That will never work."
"What have you been doing all this time?"
"Who suggested that?"

"What were you thinking?"
Suggestions box that is taped shut
Criticize with no solution
Lateness
Whispering
No skill development
Gossiping
Whining
Calling in "Sick"

Other Flip Charts

Motivation
Incentives
Positive reinforcement
Go to work, wanting to work
Get together outside of the office for fun
Take courses
Offices meetings

Communication
Be honest with co-workers
Have front and back office staff comfortable with both areas
Meetings-am huddles, implementation meetings
Daily updates

Running on Time
Communcate
A floater who communicates with the front desk
Proper scheduling units
Confirmation minutes before scheduled activity
Use assistants to let each other know

Late Patients
No anesthesia
Confirm
Late fee
Reschedule

Time Management
Prioritization
Delegate
Consistancy

No-Show Appointments
Charge a fee for missed appt.
Do not give patient prime time for re-scheduling
Call the list
Establish value for the appts
Weekly confirmations followed by a day before confirmation
Financial consequences for broken appt.
"Wean out" the bad patients

Accountability
Training
Assign tasks
Let staff have ownership
Meetings regularly

Appointments Available when the patient wants
Schedule patients 3/6/9/12 months in advance
"Flex" time holding space at prime time
Schedule pts. as they are leaving
Short call (cancellation list)
Smile and pretend
If they cannot be flexible, we cannot be either.