Online Practice Management Solutions for Dentists TRANSFORMING PRACTICE MANAGEMENT Watch on Full...
-
Upload
antony-webb -
Category
Documents
-
view
219 -
download
1
Transcript of Online Practice Management Solutions for Dentists TRANSFORMING PRACTICE MANAGEMENT Watch on Full...
Online Practice Management Online Practice Management Solutions for DentistsSolutions for Dentists
TRANSFORMING PRACTICE MANAGEMENT
Watch on Full Screen
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
What Is a Primary Driver in Patient Satisfaction?
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness Management Staff Profession
Improve Dentist Satisfaction - Improve Patient Satisfaction
What Determines Dentist Satisfaction?
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness Management Staff Profession
Profit Planning Kit-Budget and Spending-Production Performance
Wealth Accumulation
onPARC’s Dentist Satisfaction Survey Reveals the Basic Areas of Dissatisfaction and Guides the Dentists
to Online Tools that Help Resolve Underperforming or Failing Areas.
onPARC’s Dentist Satisfaction
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness of Practice Staff Profession
Profit Planning Kit-Budget and Spending-Production Performance
Business Performance
Risk Assessment-Regulatory Compliance-Chart Review
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness of Practice Staff Profession
Performance EvaluationsAssistant Receptionist
Hygienists Business ManagerTreatment Coordinator
Staff Satisfaction
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness of Practice Staff Profession
Patient Satisfaction-Parent-Patient -Referral Satisfaction
TRANSFORMING PRACTICE MANAGEMENT
Patient Satisfaction
Dentist Satisfaction
Money PatientsBusiness of Practice Staff Profession
Wealth AccumulationDentist Satisfaction
TRANSFORMING PRACTICE MANAGEMENT
Principals
Dr. Marc Cooper, DDS, MSD
Dr. William Hayden, DDS, MPH
Dr. Daniel Shugars, DDS, Ph.D., MPH
Mr. Chris Creamer
AdvisorsDr. Mike Farley, DDS
Dr. Lee Harris, DDS, MBA
Dr. Mark Silberg, DDS, MSD
Dr. Gary Latham, PhD
Mr. Brock Dumont
Technical AdvisorsDr. Daryl Rasmussen, Ph.D.
Dr. Pam Smith,Ph.D.
onPARC’s PeopleonPARC’s People
TRANSFORMING PRACTICE MANAGEMENT
onPARC onPARC is a privately held company thatis a privately held company that
provides a technology utilizing online provides a technology utilizing online
surveys and assessments that structure and surveys and assessments that structure and
automate core areas of dental practice automate core areas of dental practice
management. management.
onPARConPARC’s surveys assess, report and ’s surveys assess, report and
deliver actionable recommendations on the deliver actionable recommendations on the
core business elements of a dental practice.core business elements of a dental practice.
TRANSFORMING PRACTICE MANAGEMENT
• onPARConPARC is an ASP - Application Service Provider.
• onPARConPARC designs and delivers surveys that assess and report on the regions of dental practice required for successful business performance and satisfied personnel and patients.
• onPARConPARC provides training and direct support to
implement surveys and assessments successfully.
onPARC’s Business ModelonPARC’s Business Model
TRANSFORMING PRACTICE MANAGEMENT
• Saves losing patients. Enhances attracting new ones.
• Informs dentists where and what to work on to improve business performance - make more money.
• Improves staff management - staff satisfaction, retention and performance.
• Addresses risk management - regulatory compliance (OSHA, Infection Control and HIPAA) and credentialing (chart review).
• Offers reliable, economical and reproducible practice management diagnostic tools and industry benchmarking.
onPARC’s Value Proposition for DentistsonPARC’s Value Proposition for Dentists
TRANSFORMING PRACTICE MANAGEMENT
• Provides clear “value added” services to participating dentists.
• Reveals to network dentists, dental directors and executives specifically where problems exist within dental practices.
• Defines necessary conditions for improvement.
• Offers specific recommendations how to correct or adjust poorly performing areas identified in the surveys.
• Allows comparison of results over time - quality improvement (CQI).
• Improves patient, staff and dentist satisfaction.
TRANSFORMING PRACTICE MANAGEMENT
onPARC’s Value Proposition for onPARC’s Value Proposition for 33rd Partiesrd Parties
• Allows for an economic, reliable, easy-to-use, scientifically valid, unbiased, third party assessment of a dental practice - patients, staff, business processes and dentist him or herself.
• Increases client or prospective client’s trust of consultant’s recommendations.
• Improves client compliance.
• Improves impact and velocity of consulting interactions.
• Increases marketing and sales of consulting services.
onPARC’s Value Proposition ConsultantsonPARC’s Value Proposition Consultants
TRANSFORMING PRACTICE MANAGEMENT
How does How does onPARConPARC measure up? measure up?
ASSESSMENTSPROVIDED
onPARC Press-Ganey
AmericanDental
Association
Delta Dental
Patient Satisfaction YES YES NO YES
Staff Satisfaction YES YES NO YES
Dentist Satisfaction YES NO YES NO
Referral Satisfaction YES YES NO NO
Business Performance YES NO NO NO
Patient Dissatisfaction YES NO NO NO
Partnership Satisfaction YES NO NO NO
Associate Performance YES NO NO NO
Staff Performance Reviews YES NO NO NO
Individual Custom Designfor Individual Situations
YES NO NO NO
Private Practice YES YES YES YES
PPOs YES NO NO NO
DPMs YES NO NO NO
Payers/3rd Parties YES NO NO NO
TRANSFORMING PRACTICE MANAGEMENT
BACKGROUND OFEXPERIENCE
onPARC Press-Ganey
AmericanDental
Association
Delta Dental
Decades of experience in Dental Practice Management
YES NO NO NO
Years of experience in surveying dental offices
YES NO NO NO
Designed by Dentists YES NO YES NO
Tested and calibrated in dental offices
YES NO NO YES
Live "Pre-Assessment Orientation" by Practice Management Consultants
YES NO NO NO
Live "Report of Findings" of assessment by Practice Management Consultants
YES NO NO NO
Methodology based and calibrated on statistical and scientific valid methods
YES YES YES YES
TRANSFORMING PRACTICE MANAGEMENT
TECHNOLOGY onPARC Press-Ganey
AmericanDental
Association
Delta Dental
Total Internet architecture YES NO NO NO
Report of Findings delivered as PowerPoint presentation
YES NO NO NO
Measured - Proven frequency of use
YES NO NO NO
Or can provide automated report of findings - analysis issue identification and specific recommendations
TRANSFORMING PRACTICE MANAGEMENT
COST
onPARC - $100 per survey with automated report - for 2 surveys per year.
Other Commercial Products - Range from $800 to $2,300 per survey - Pinnacle, Press-Ganey, Gallop
onPARC - $295 per survey with facilitated report - for first of 2 surveys per year.
Website 1
Marketing or Conferences
Sales or Rep Support Call
E-mails
Dentists directed to a Website
Word of Mouth
Articles and Presentations
Dentists Clearinghouses, 3rd Parties & Suppliers
TRANSFORMING PRACTICE MANAGEMENT
Practice Management Consultant
Word of Mouth
Consultants e-mail or
Website
Online Practice Management Survey Tools Assess your dental practice’s core business functions.
Produce “actionable” information which can directlyimprove:
• Patient Satisfaction and Referrals
• Staff Satisfaction and Performance
• Business Performance - Revenues and Collections
• Dentist’s Personal and Professional Satisfaction
• Referral Satisfaction of Specialists
Provide immediate impact.
An easy to use and economical solution for practice management.
Find out what’s working and not working in your practice and what -you can do about it.
Patient | Staff | Business | DentistPatient | Staff | Business | Dentist
Surveys
Patient Satisfaction
Staff Satisfaction
Business Performance
DentistSatisfaction
Referral Satisfaction
Clientlogin
1-800-451-9723
Website 1
Marketing or Conferences
Welcome/Orientation Page 2
Sales or Rep Support Call
E-mails
Content of page describes the process - step by step
TRANSFORMING PRACTICE MANAGEMENT
Website 1
Marketing or Conferences
Welcome/Orientation 2
Registration 3
Credit Card Transaction
Credit Card ProcessedPassword Issued
Sales or Rep Support Call
E-mails
TRANSFORMING PRACTICE MANAGEMENT
Website 1
Marketing or Conferences
Welcome/Orientation 2
Registration 3
Credit Card Transaction
Survey -Completed
& Submitted 4
Credit Card ProcessedPassword Issued
Sales or Rep Support Call
E-mails
TRANSFORMING PRACTICE MANAGEMENT
PasswordSent via
Website 1
Marketing or Conferences
Welcome/Orientation 2
Registration 3
Credit Card Transaction
Survey -Completed
& Submitted 4
Credit Card ProcessedPassword Issued
Sales or Rep Support Call
E-mails
Report Delivered 5Data Analyzed
Reports Generated
Automatedor
Facilitated
TRANSFORMING PRACTICE MANAGEMENT
Website 1
Report Delivered 5
Automatedor
Facilitated
TRANSFORMING PRACTICE MANAGEMENT
Reports Delivered either Automated or FacilitatedChoice of Customer
Four Interconnected Elements
• Data Reporting
• Data Analysis
• Characteristics of Condition
• Recommendations
Report of Findings
TRANSFORMING PRACTICE MANAGEMENT
• Reports delivered to meet the customer’s requirements.
• Reports can be configured in graphs, charts, text and numbers.
Report of Findings
TRANSFORMING PRACTICE MANAGEMENT
The purpose of this assessment is to inform dentist-owners of the condition of 'staff satisfaction' in their practices.
The survey discloses and measures those areas that are essential for staff satisfaction as well as other key functions:
-Service
-Appreciation
-Communication
-Leadership
-Management
-Marketing First page of a Report
TRANSFORMING PRACTICE MANAGEMENT
Staff Satisfaction Survey
Here is how you scored by category on a 100% scale(10%=Completely Disagree and 100% = Completely Agree):
Staff Satisfaction Survey
Second page - Overview of Results
TRANSFORMING PRACTICE MANAGEMENT
Service 91.3 80 -100 Good to Excellent
Appreciation 76.3 65 - 80 Fair
Communication 71.3 50-65 Poor
Leadership 75.4 0-50 Failing
Management 67.1
Marketing 86.1
General Satisfaction 64.7
OVERALL 76.0
D O M A I N S C A L E
Overview of Staff Satisfaction Results
Overall Score from a “Struggling” Practice
SERVICE
0
20
40
60
80
1 2 3 4 5 6 7 8 9 10
APPRECIATION
0
20
40
60
1 2 3 4 5 6 7 8 9 10
LEADERSHIP
0
20
40
60
1 2 3 4 5 6 7 8 9 10
COMMUNICATION
0
20
40
60
1 2 3 4 5 6 7 8 9 10
MANAGEMENT
0
20
40
60
1 2 3 4 5 6 7 8 9 10
MARKETING
0
20
40
60
1 2 3 4 5 6 7 8 9 10
Staff vs. Doctor Comparison
8375
8388
74 7584 85 84
95
72 74
0102030405060708090
100
Staff
Doctor
Comparison Staff vs. Doctor - Overall Categories
Staff Satisfaction Survey
What one thing about patient service would you most like to see improved?“Commitment to seeing patients on time.”
“Continue to treat patients the way we did when they signed up. We (doctors and staff) tend to forget to continue to treat patients the way we do when we signed them up.”
“I feel we do an outstanding job, but we can always improve in communication.”
“Permanent hours they can count on.”
“Assistants talking to parents at each visit.”
“Staying within treatment time.”
“Paying attention to every patient the entire time they are in the office--speaking with the patients, both on a personal level and about their treatment, not amongst ourselves (staff & doctors) or about other patients.”
“Pt seems to have to wait in chair for dr. for long periods of times.”
“See a little more improvement in patient not having to wait to long to see a doctor.”
“Better structure around late appts (re-appointing) & pts. with broken items (reschedule). Also some way to keep the doctors motivated to staying on time.”
“In Their Own Words” - Open-Ended Answers fromComment Windows in Each Category
TRANSFORMING PRACTICE MANAGEMENT
What one thing about patient service would you most like to see improved?“Commitment to seeing patients on time.”
“Continue to treat patients the way we did when they signed up. We (doctors and staff) tend to forget to continue to treat patients the way we do when we signed them up.”
“I feel we do an outstanding job, but we can always improve in communication.”
“Permanent hours they can count on.”
“Assistants talking to parents at each visit.”
“Staying within treatment time.”
“Paying attention to every patient the entire time they are in the office--speaking with the patients, both on a personal level and about their treatment, not amongst ourselves (staff & doctors) or about other patients.”
“Pt seems to have to wait in chair for dr. for long periods of times.”
“See a little more improvement in patient not having to wait to long to see a doctor.”
“Better structure around late appts (re-appointing) & pts. with broken items (reschedule). Also some way to keep the doctors motivated to staying on time.”
“In Their Own Words” - Open-Ended Answers fromComment Windows in Each Category
TRANSFORMING PRACTICE MANAGEMENT
Technical Requirements for Dentists• PC with Windows 98, XP, or ME
• Microsoft Word, PowerPoint and Excel applications
• Reliable ISP, I.e. Earthlink, Juno or AOL
• Internet Browser; i.e. Internet Explorer, Netscape
• Ability to connect to the Internet from office computer
• Ability to be ‘online’ and on the phone concurrently;
i.e. two phone lines for ‘dial up’ connectors or DSL/cable
modem
TRANSFORMING PRACTICE MANAGEMENT
In business and in life,In business and in life,
you get what you measure.you get what you measure.
TRANSFORMING PRACTICE MANAGEMENT