Online Reviews: The Powerful Way to Make or Break Your Digital Image

Online reviews have become a substantial component in acquiring new patients. A lot of people rely on online reviews to make an informed decision when looking for a new dentist. Patients are more likely to choose a dental practice with a higher rating, which is based on its online reviews. The higher overall rating your practice has, the better your digital storefront appears to prospective patients. Review management systems help businesses manage the online reviews they receive, minimize the bad reviews, and increase the good ones. 

Public online reviews, such as Google Reviews or Facebook Reviews provide powerful leverage that can help potential patients make decisions about where to go for dental care. By proactively curating great reviews, your practice’s online presence can work towards guiding new patients to your office for treatment. How? 

The first step in utilizing Review Management Software is understanding the importance of online reviews. Online reviews are not always accurate, but they are highly impactful in making decisions about where we go and what we do. Prospective patients who read positive reviews are more likely to go to that dental practice than those who read negative ones. 

Understanding the Importance of Online Reviews 

Person leaving a 5-star Google review on an iPhone

We have discussed the significance of acquiring positive online reviews in previous blog posts (Read: “The Art of Acquiring New Patients”). A study by the American Academy of General Dentistry found that 80% of people use online reviews to help them choose a dental office. The study also found that 68% of people who read bad reviews said they would not visit the practice, while only 16% of those who read good reviews said they would not visit. 

As mentioned, understanding the prevalence of your office’s online listing and reviews, and in turn, digital reputation, is the first step in taking control of your practice’s reviews. Moreover, realizing the devastating blow that negative reviews can have on your practice’s virtual storefront should provide motivation in acquiring strong, positive public feedback. 

How Review Management Makes Patient Acquisition Simple

Review Management is a proactive approach to patient acquisition. Compiling multiple positive online reviews is the best way to naturally acquire prospective patients. Negative and critical reviews, however, are particularly damaging to your online reputation. At first glance, having multiple positive reviews indicates patients are likely to have the same experience if they go to your clinic. However, negative reviews and lowered scores can easily turn prospective patients away quickly.  

Review management systems can help you in acquiring positive online reviews, minimize the bad ones, and increase good ones. ABELDent provides a review management solution for your practice in the form of ABEL Reputation Management Service (RMS). By sending a link to a brief online survey patients are prompted to click on stars from 1-5 rating their experience. 

  • Step 1: Send an automated email to the patients that your practice saw today. 
  • Step 2: The patients are prompted to click on either a positive or negative reaction in the email. 
  • Step 3: If the patient clicks on a positive prompt, they will be brought to a page to leave a public review (such as Google or Facebook). If the patient clicks a negative indicator, they will be directed to a private form instead that goes directly to your practice. This ensures the patient can still voice their concerns and feel heard without damaging your Google score. 

Reputation management systems such as ABEL RMS not only help you evade a negative review, but also provide you with an opportunity to mend a patient’s negative experience by providing a private and meaningful response. Doing this may encourage the patient to come back despite the negative experience, and may even turn into a positive review further down the road.  

If you are interested in using ABELDent’s Reputation Management Service (RMS), please let us know here, or call us at 1-800-267-ABEL (2235) and press 1 to speak to our team directly. 

3 Ways Using Video Tools Benefit Your Practice

Video is more than just a promotion tool.

Has your dental practice made any videos in the past? Do you currently record videos for patients, or does your office have a YouTube channel? Even posting videos on platforms such as Instagram, Facebook, or TikTok can be effective in building an online presence.  

Whether your practice posts videos or not, it is helpful to know the potential impact videos can have on both your dental office and your patients. Understanding the outcomes that may come from creating a few videos is the first step in deciding whether or not to produce some video content, and also deciding whether it is worth it for your office, or not. In this blog post, we are going to cover some of the ways you can use videos as a dental clinic, such as: 

  1. To promote your practice online 
  1. To strengthen patient-provider relationships, even with prospective patients 
  1. To make oral healthcare information such as aftercare instructions more accessible for patients (and the general public) 

Using video for online advertising 

Person opening Youtube on a smartphone

When comparing text-based promotions to video ads, the latter boasts better results. The facts and statistics speak for themselves: using video content is far more effective than text-based content. If your dental practice needs some website content or you are looking to establish an online presence, consider using video.

If your office already uses Google Ads, using YouTube for video content may be a promising choice. YouTube, which is owned by Google, seamlessly integrates with other Google products (such as Google Ads), which can help make your promotion process easier; for example, you can promote videos as an ad if you want to reach more prospective patients and expand your practice.

Using video for strengthening patient-provider relationships 

Patient-provider relationships are one of the main pillars of dentistry, being the driving cause for fostering healthy relationships and keeping patients coming back for routine treatment. Videos offer a chance for you to personify your clinic’s online presence, making it easier to foster patient-provider relationships online by having a positive first impression. 

Videos are one of the more empathetic media forms, giving viewers a chance to emotionally connect with the person on-screen. Moreover, videos can build trust for the viewer, depending on the content. Even if your video does not show a person at all, (e.g. it may only contain text or pictures to explain a concept), video is far more engaging than text or images, allowing viewers to focus on your content for longer. 

Some examples of videos that practices post are: 

  • Virtual office tour – beneficial for prospective patients to learn what your clinic looks like beforehand, and gives you a chance to demonstrate any safety or hygiene precautions your practice may be taking 
  • Post-operative instructions – we will talk more about this in the next section (below) 
  • Announcements – for example, holiday hours or new team members 
  • Team introductions – shows that your office cares about prioritizing patient-provider relationships by offering a good first impression to any prospects 

There are hundreds of potential videos your office could make, depending on the needs you are trying to meet by using this format. 

Using video as a form of teledentistry – making oral health information accessible online 

Dentist on laptop screen

When utilized in certain ways, videos can qualify as telehealth, such as promoting good hygiene habits for patients when out of office, or providing relevant information to your patients. According to RCDSO, sharing a recorded video is a form of asynchronous teledentistry, as long as the material is being used to help evaluate a patient’s condition, or assist in treating a patient outside of a real-time interaction. In other words, sending a patient a video of aftercare instructions counts as teledentistry, which can be a useful tool in ensuring patients follow instructions correctly.  

For more information on teledentistry in Ontario, check out RCDSO’s informational page on the topic. 

Video creation is not as much work as you may think 

The great thing about using video as a medium in 2021 is that the process has become accessible for nearly anyone with a smartphone. Ultimately, video creation does not have to be high-effort or high-cost. Utilizing this medium can be as simple as recording a short video on your smartphone, and either uploading directly or using a cost-effective (or even free) editing tool.  

There are various platforms and tools that your office can use to create and enhance video content, some specifically geared towards people who do not have any video editing experience (e.g. CanvaVimeo, etc.) You can even utilize smartphone applications if you just need to do some simple enhancements to your videos, such as adding text or images to your projects. 

If your office is interested in producing video content for patients and prospective patients, setting up a process with an administrative associate may be required to produce quality videos. For example, few planning steps are always required before jumping into creating video content. As an oral healthcare provider, you may not have time to produce such content with your schedule full of patients. For this reason, we encourage having a pre-established process with team members, or maybe even a group outside of your regular dental team. Perhaps your clinic wants to opt for a few pre-recorded post-operative instructions to send to patients after their oral surgeries. There are various options for all types of practices, it’s just a matter of putting the time into crafting something that can be used time and again. 

3 Reasons to Leverage Web Analytics as a Dental Practice

How well is your website contributing to your practice goals? Is there someone in your practice gathering information and taking action to improve your web presence? Who in your office has time to check data analytics? How would it benefit your dental practice? 

While there is a learning curve associated with navigating web analytics software, using this such a measurement tool can be very worthwhile for your practice. Once someone in your practice understands the basics of navigating and interpreting the information shown, you can make your marketing strategies and SEO more efficient and cost-effective. 

Web analysis software measures various aspects of your website, such as the number of unique visitors, pages within a website that are popular, and the length of time a visitor spends on a page. Analysis software also often collects data via cookies to form demographic reports about website visitors.  

Office administrators, dentists, or delegated team members can do regular upkeep on website data by using tools such as Google Analytics. Google Analytics is a popular choice because it is free. There are various alternatives to Google Analytics, as well. Once someone knows how to navigate and interpret the information that the data analysis tool collects, it can be a very efficient and worthwhile process for improving the impact of your online presence. Streamlining web keywords and SEO can save your office time when deciphering the presented data. 

If you are interested in using web and data analysis to position your practice for growth, read below to find out three compelling reasons for using these systems in your office. 

1. Pinpoint your prospective patients 

Having web analysis software attached to your website can help you learn more about who is visiting your website. Google Analytics, for instance, gathers demographic information about visitors on your website. In reports, you find out the age, gender, and interests of your visitors. Knowing who visits your website can help you understand where your practice is positioned online, and if you are marketing to your desired demographic.  

2. Have better plans for marketing your practice online 

Understanding which media are effective for your practice allows you to get the most value out of your advertising budget. Analytics software displays detailed reports of how people arrive at your website, how long they stay on a certain webpage, and whether visitors clicked specific buttons on your webpages. Understanding how you acquire website views signals the methods that are effective for your practice. For instance, if you get a lot of direct traffic (meaning people insert your website into their web browser on their own), your print media and other resources are likely effective at directing people to your page. If you acquire a lot of visitors from search engines, however, it may signal that using sponsored ads such as Google AdWords is more effective for your practice. 

Analytics software also allows you to see the breakdown of devices used to view your website. If your website displays strangely on mobile, and majority of your visitors are on your website from a mobile device, you may need to plan to revisit your web design. Seeing how long visitors stay on your webpage also tells a lot about how effective your design is and signals what visitors want to learn from your website by which webpages are most visited.  

3. Web analytics help you evaluate your practice’s online performance 

When you are conducting an evaluation on your practice via SWOT analysisPMBO, or another method, your website’s metrics are a great indicator of how your online presence is doing. Interpreting certain patterns in website visitors can suggest where your strengths and weaknesses are in terms of marketing your practice online. This can also provide useful insight into the techniques your practice utilizes the best from a business perspective. Lastly, the ability to catalogue and document this information into reports is an especially useful tool when measuring online growth and ad efficiency. Spending some time learning data analytics can help your practice if you are looking to get more out of online marketing. 

Getting Back on Your Feet: Optimize Review Management Software for Effortless Feedback

In March 2020, popular review websites, including Google and Yelp, temporarily disabled business reviews to avoid misconceptions and bad reviews due to COVID-19 spreading in North America. While this measure did not last long, it reinforced the impact that public reviews have on small businesses such as dental practices. 

We have discussed the prevalence of reviews for dental practices before. Online reviews and public ratings of your practice are a significant factor for appealing to prospective patients. Learning about your patients’ perspectives also help your team improve their social skills and treatment quality by providing an opportunity for more empathy and understanding, which, in turn, may alleviate patient anxieties. On top of using reviews to improve patient experiences, reviews are an excellent resource when establishing your practice’s KPIs. Understanding patient perceptions can often be just as insightful as numerical data.  

Reviews are just as important as ever, but dental providers and their teams do not have much time to focus on reputation management. Catching up on dental treatments has taken the forefront for thousands of offices where patients are months behind their due dates for hygiene, restorations, and various other procedures. Having a review management system in place works in the background while your team focuses on providing outstanding treatment. Having a review manager is generally simple to maintain, especially if incorporated directly into your practice management software.  

How does review management software work? 

There are different processes for different review management systems. Typically, emails or texts prompt patients to select a pre-made rating (for instance, a thumbs up/thumbs down option) or ask patients to click a button, leading them to a web page where they can leave their review. Webpage reviews allow for more in-depth reviews but may result in fewer responses. 

Once you have your software set up to fit your office’s unique needs, you can send a follow-up email or text message to patients that you have treated on a specific day. Sending same-day emails and texts is typically the best course of action because the experience is still fresh in your patient’s mind. The email messages invite patients to navigate to a page where they can rate their experience at your clinic. 

Positive reviews result in encouragement to post online, such as to Google Business or Yelp. Negative or neutral feedback encourages the patient to reach out to your office by leaving a comment or calling your office instead of posting a harsh review. Your team can personally reach out to any ratings that are not positive, allowing the patient to feel heard. Personalized responses to bad reviews also provide an excellent opportunity to evaluate which aspects your practice may require improvement.  

If you are interested in ABELDent’s review management software, feel free to reach out to get in control of your practice’s online reputation.  

Why You Should Keep Track of Your Practice’s Performance

Business decisions are a part of daily life for dental professionals. Whether you are a provider and owner, or you have a different role in a practice, you have an impact on and are impacted by the practice’s business decisions.   

COVID-19 brought economic stress to most industries, including dentistry.  While most practices in Canada are open to some extent, whether to see emergency patients or to offer a wider variety of services, it will be some time before things are “back to normal”.    

As your practice gets back on its feet, it’s as important as ever remember the words of management thinker Peter Drucker, who said “you can’t manage what you can’t measure”.  While the business environment will improve as the negative impacts of COVID-19 subside, some practices will recover more quickly, in part by measuring their practice performance and finding opportunities to improve at all stages of the recovery.   

Key Performance Indicators (abbreviated as KPIs) are measure the most important indicators of practice success.  During this unusual time, it might be beneficial to look at the KPIs you measure to ensure that they are well suited to your needs in the coming months.  For example, tracking the potential for non-essential treatment may help you to determine how quickly to add hygiene hours to your schedule.    

In late 2019, we discussed three options for measuring KPIs for your dental practice by generating reports. The three methods included using Microsoft tools such as Word, Excel, and Power BI, and also doing it manually by extracting key information from standard reports. If you use our practice management software, we have a solution that doesn’t require third-party software. 

ABELDent Insights is an upcoming integrated data measurement tool from ABELDent that generates viewable statistics based on ABELDent data. Viewing the KPIs and data trends in ABELDent Insights can help ABELDent users to determine their practice’s strengths, weaknesses and progress toward goals. Measuring these critical success factors helps practices to know what is working, and to plan adjustments where there is an opportunity for improvement.    

ABELDent Insights provides simple displays simple infographics on such measures as production, including often-used KPIs such as the ratio of production generated by dentists compared to hygiene providers. ABELDent Insights also shows scheduler downtime, including statistics regarding no-shows, cancellations, and inactive patients. This can help to identify which days or times are hard to fill in order to adjust provider hours or try to fill those gaps.

Once you have identified your practice’s KPIs, you can work towards finding solutions that are feasible for your practice, and ideal for your team and your patients. Maybe a provider needs to focus on taking on a few more patients, or perhaps some inactive patients need to be contacted for their hygiene appointments. Regardless of what your practice’s needs are, there is a huge benefit to knowing your areas for improvement, as well as knowing what your office does well. 

3 Reasons an Oral Health Blog Boosts Your Practice

Health professionals are preparing to reopen to the public, presenting an excellent opportunity for creating informational materials. As you reopen your practice, educating patients on the measures you and your team are taking to ensure everyone’s safety will encourage your patients to come in, as well as dismiss any misinformation that they may have regarding their safety. Making information readily available via social media, your website, a company blog, or even flyers and handouts benefits both your practice and your community. This blog post focuses on the reasons for having a dental blog for your office.

Valuable patient treatment is not limited to work done inside of the operatory. Providing regular and digestible resources for your patients to improve their health literacy improves their wellbeing. Having an understanding of their own oral health generally makes patients more enthusiastic about their oral hygiene and necessary dental treatments. This naturally leads to increased patient influx due to word-of-mouth, as well in more recent times, good practice reviews. 

While it is important to continue accumulating positive patient reviews by providing exceptional service, posting expert blogs builds practice credibility while contributing to your practice’s online presence. Great blog posts in turn also foster more positive reviews that together drive more patients to your practice. Maintaining positive reviews is one of the many reasons for having an office blog. For this post, we will present three specific ways that maintaining a blog can boost your business. 

1. It influences how prospective patients perceive your practice 

Instead of first visiting physical locations, people these days tend to screen businesses online beforehand. Potential patients may be curious about your office’s values, the treatment that is offered, and your quality of service. Prospective patients often refer to public reviews and your homepage first for this information. Unfortunately, several bad reviews can turn potential candidates off if even if they may not appear credible. However, if you provide a blog, you can present your business values on your own terms. Providing regular blog posts adds value to your online presence and works to build trust with your audience. Potential patients can read your own content, which is highly preferred in comparison to reading medium-to-low rated reviews that are beyond your control.

2. It educates your patients and the public 

When people experience dental pain, they are likely to research their symptoms online to determine whether their issue is temporary, or if they need to seek professional help. You can increase your page views to these people by properly geotagging (adding geographical identification to) your posts, implementing SEO strategies and using key words as identifiers in your post. These strategies and tools are usually included with most major blogging platforms such as WordPress or Blogger. Blogs of this type expand your public domain since they will attract both individuals researching the symptoms of their dental discomfort, and folks who are reading your posts as they are seeking out a new dentist.  

Blog posts that educate the public on good oral health habits remind individuals of the importance of maintaining a healthy mouth and potentially prompt them to do something about it. A blog that educates the public not only contributes to a healthier community that values their oral health but can also be an effective source of new patients for your practice.  

3. It shows that you care – and helps you gain patient loyalty 

person on phone texting gif

Your dental practice’s blog can subtly and over time, work to reduce no-shows and missed appointments. Regular blog posts, especially if they are sent to patients on a subscription list, create a new conduit of communication for your patients. This open stream fosters patient trust towards you and your staff and helps build credibility for your practice.  The trust formed from these blog posts builds patient loyalty that will likely translate into more booked appointments and fewer cancellations and no-shows. 

While blog posts can present this opportunity, be mindful that your patients likely receive a lot of emails per day and many may end up in their junk mail folder never to be read. As a result, they may not even see your blog posts unless they go to your website on their own..  

A strategy to combat this problem is to inform your patients of your blogs on a regular basis and what valuable information they offer. For example, try embedding a blog link in your automated appointment or outstanding treatment reminders. Additionally, you could post a sign in the reception area encouraging patients to look at your website and blog. Lastly, make sure you provide a blog link directly from your homepage so that visitors to your website can easily find your blogs. 

It may seem overwhelming – but you’re not alone 

There are many resources that are made to help you and your practice have a great online presence starting with this guide. For practical advice for starting or maintaining a dental blog check out this article.  

Even just sharing and briefly adding to posts from other authors is helpful for company blog upkeep.* For instance, Colgate’s blog covers a variety of topics pertaining to oral health with information that may be highly beneficial to your patients. Making information like easily available to your patients encourages healthy oral practices.

If the commitment of posting your own blogs regularly scares you here are some suggestions: 

  • Consider starting by writing a few posts over a few months and then evaluate your engagement 
  • Share posts or articles written by oral health experts as mentioned, but add more value by summarizing the main points so your patients can easily understand the premise 
  • Delegate blog posts to a trusted person in your office with dental expertise and/or find a team member who has strong communication skills.  
  • Do an email promotion of the posts to your patients that have given you permission for email marketing.*  

Whether it is a weekly, bi-weekly, monthly or quarterly blog post, having an oral health blog can greatly benefit your dental practice by increasing the number of positive reviews you receive, establishing your credibility in the marketplace and improving your overall patient relations. 

* Note: be sure to always give credit to the original author. 
* Note: be sure that you are acting with CASL’s protocols 

Establishing and Monitoring Key Objectives for Dental Practice Success (Part 3 of 3)

In Part 1 of this series, the concept of Practice Management by Objectives (PMBO) was introduced. The first two objectives of the methodology were outlined; achieving financial targets and increasing hygiene and treatment plan acceptance. Objectives 3 and 4, growing/retaining your patient base and advancing your scheduling were covered in Part 2 of this series. This post concludes the series with Objectives 5 and 6.

OBJECTIVE 5: SAVE TIME AND MONEY BY TRANSITIONING TO PAPERLESS 

Implementing electronic charting and digital radiography result in administrative synergies that are not possible with paper records. A complete patient profile is maintained by efficiently integrating all information related to the patient in one electronic chart. Benefits of transitioning to a “paperless” dental practice include: 

  • Elimination of transaction double entry, manual errors, and inconsistent information 
  • More complete and legible charts through customizable template data entry 
  • Dynamic record-keeping by accumulating historical data that can be viewed incrementally by date 
  • Minimizes need for organizing, retrieving and filing charts and radiographs 
  • Time-saving and reduced confusion by allowing access to data from any place on the network 
  • Requires less floor space
  • Improved data protection since clinical data previously on paper charts can now be backed up
  • Protection of patient and practice privacy 

OBJECTIVE 6: STAFF EMPOWERMENT FOR ENHANCED SOFTWARE EFFICIENCY & SECURITY  

Your goals and objectives including the ones described above and part 1 and 2 of this blog series aren’t achievable without buy-in and participation from a well-informed and trained dental team.  Your team especially needs to be well-versed in how to use your dental practice management software to effectively to ensure the data required for monitoring your practice performance is entered accurately and can be retrieved easily in the desired format.  

With the increasing threat of cyberattacks, the entire team should be well versed in data security measures so that your practice is protected from data breaches. Environmental threats and hazards such as fires, storms, floods, power failures, and electrical surges can cause serious – sometimes irreparable – damage that can destroy your business in the absence of proper planning. 

To summarize, you can use the practice objectives and recommendations outlined above to articulate to your dental team, your own specific goals and practice objectives in a clearly defined way.  The use of KPIs will allow you to quantify your expectations and monitor your progress in meeting them.   But remember, all this is only possible with the right dental team in place.

A Reliable Tool for Objectively Evaluating Your Practice

Are you finding your practice’s production plateauing? Are you looking for new opportunities for your dental office? Do you need to get your practice back on track?

Much like MBO (Management by Objectives), SWOT Analysis has been used for decades by businesses to objectively evaluate their sustainability and how they might better respond to their environment for growth and prosperity. From that perspective, your dental practice is no different from other businesses – it is essential that you do periodic self-assessments for continuous improvement.

SWOT Analysis

But what exactly is SWOT Analysis? In short, it is a technique used to determine and define your practice’s Strengths, Weaknesses, Opportunities and Threats. Here is a template you can use to start your own SWOT analysis with links to valuable background information:

Once you have a general idea of the composition of each SWOT category you can begin to drill down to specific examples that apply to you in each category such as the ones referenced in the chart below:

SWOT Analysis example tailored towards a dental practice

Once you complete the above exercise, you should have a much greater insight into what you are doing well, the factors that need addressing and the position your practice occupies in the dental marketplace. The information you uncover can be the foundation for developing a realistic and relevant business plan going forward.

Group of dental professionals having a meeting

Another benefit of SWOT Analysis is that this technique can be applied at a micro level, for example, deciding on whether to take on an associate, expand capacity or move to a new location. In conclusion, SWOT Analysis gives you heightened awareness so that you are in a much better position to capitalize on your strengths, address weaknesses where feasible, act on opportunities and mitigate threats.

Establishing and Monitoring Key Objectives for Dental Practice Success (Part 2 of 3)

In Part 1 of this series, the concept of Practice Management by Objectives (PMBO) was introduced and the first two objectives of the methodology were outlined.  Part 2 of this series follows with Objectives 3 and 4.   

OBJECTIVE 3: GROW AND RETAIN A LOYAL PATIENT BASE 

For sustained practice growth, it is important to both attract new patients to the practice as well as minimize the loss of the existing patient base.

In summary, dental practices should know: 

Specific KPIs to help acquire the knowledge above and that and also provide the necessary insight to make appropriate operational adjustments include: 

OBJECTIVE 4: OPTIMIZE APPOINTMENT SCHEDULING AND RESOURCE UTILIZATION 

The dental office’s appointment schedule is the source from which all practice revenue is generated and thus provides the greatest opportunity for productivity and profitability improvements. Managing the practice’s time through schedule optimization can also minimize team stress and increase patient satisfaction. Using a well-designed electronic appointment scheduler, tracking appointment metrics and implementing appointment scheduling best practices are the key to achieving these goals.   

In summary, dental practices should know: 

  • If future scheduled appointments will allow it to meet production goals 
  • The efficiency of booking appointments and the amount of downtime 
  • The patients to call when an unplanned opening occurs 
  • The patients that are most likely to arrive late, cancel or miss appointments 
  • Methods for reducing no shows and short notice cancellations 

Specific KPIs to help acquire the knowledge above and optimize your appointment scheduling protocols include: 

Stay tuned for part 3 where we conclude this series by covering Objective 5 (Save Time and Money by Transitioning to Paperless) and Objective 6 (Staff Empowerment for Enhanced Software Performance and Security).   

Establishing and Monitoring Key Objectives for Dental Practice Success (Part 1 of 3)

Management by Objectives (MBO), is a well-established method for setting business goals, monitoring performance and achieving desired results.  Developed by Peter Drucker decades ago, even today it is still very much in use by businesses.  As your dental practice is a business, there is no reason why you cannot benefit from MBO’s guiding principles as well.  This blog presents a modified version of MBO specifically for dentistry, which we will correspondingly refer to as Practice Management by Objectives (PMBO).    

Using PMBO methodology, six common practice objectives are identified along with relevant Key Performance Indicators (KPIs) – measurable, statistical representations of the degree to which each objective is being achieved.   Many of the KPIs identified can be produced from your dental software’s reporting function but in some cases, additional manual calculations may be required to derive the final result.   Some other desired KPI’s may only be produced through manual tracking and calculations of data when the software itself does not store the necessary data.       

The benefits of PMBO include:   

  • Helping dental practices stay focused on what will make them more successful 
  • Objective measurement of practice performance and monitoring for better decision making   
  • Identification of administrative efficiencies that result in increased practice productivity 
  • Better return on investment from practice management software since it is the repository for the data used to track results 

OBJECTIVE 1: ACHIEVE FINANCIAL TARGETS 

To ensure a financially successful practice we need to monitor and measure the performance of the following dental practice areas:  

  1. Overall Practice Production 
  2. Average Revenue per patient
  3. Accounts Receivable/Collections
  4. Practice Expenses

In a previous blog, I provide a guide on choosing the appropriate KPI’s to use for each practice area and common dental industry benchmarks to aspire to.   

OBJECTIVE 2: INCREASE HYGIENE AND TREATMENT PLAN ACCEPTANCE 

Patients may recognize the wisdom of a practice’s dental health recommendations, yet many patients will not take the initiative to follow through on them. As a result, recommended but unscheduled treatment can end up lost in clinical charts and practice management systems if not properly managed and pursued by the practice.  I recently wrote about how to uncover this unscheduled treatment and turn it into new profits.  

To gauge how well you are doing in scheduling and completing required treatment here’s an ideal list of things you should know: 

  • The success of your hygiene program  
  • How efficient your hygiene program is at identifying new treatment opportunities 
  • Which patients have outstanding treatment plans or other unfulfilled treatment 
  • How successful the practice is in scheduling the identified recommended treatment 
  • Patients that are good candidates to fill last minute openings 

Specific KPIs that address the above so that you can make appropriate operational adjustments include: 

Stay tuned for Part 2 where we cover Objective 3 (Grow and Retain a Loyal Patient Base) and Objective 4 (Optimized Appointment Scheduling and Resource Utilization).