BY TERRI LIVELY

What you need to know

to streamline your workflow to increase

productivity — and your bottom line.

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5 Ways to Operate More Efficiently

t goes without saying that efficiency is the key to practice success. Efficien-cy, after all, leads to profitability. And while that may sound simple, running a practice in the most efficient man-ner can be a challenge.

So, how do you increase efficiency? The bot-tom line is that you want to work smarter, not harder. By streamlining your processes, revisit-ing and revising past policies and systems, and implementing—and embracing—new technol-ogies, you can make improvements in multiple areas of your workflow.

“Many practices are working in a state of chaos because they never truly take the time to put effective practice systems and processes into place,” Carrie Webber, co-owner and chief communications officer of Jameson Manage-ment, says. “The success of your practice is directly proportionate to the success of your systems.”

These systems span everything from front-of-fice operations, office and patient communica-

tions, to inventory control and clinical technol-ogy — all of which are interrelated.

“It takes a village,” Amy Morgan, vice president of consulting strategy for Spear Education ex-plains. “One of the biggest mistakes is not recog-nizing that the hygiene systems and the clinical team impact the front-desk systems. If the differ-ent departments function in silos then the patient can get lost in the cracks. Your entire team needs to take part in a synergistic approach to schedul-ing, financial arrangements, case presentation, marketing, and continuing care.”

With so many different moving parts in a practice, it’s important to examine each aspect to see where gains can be made. With that in mind, here are five ways you can make your practice more efficient.

1. CONSOLIDATE INVENTORYAND PRODUCT SELECTION

To run an efficient dental practice, you need the right supplies and equipment. But to efficiently manage inventory, you need a plan to ensure you get what you need, without going overboard. Eat-ing up space in your budget – and your physical office space – with overstocked or unnecessary inventory can greatly hurt your efficiency.

“If you don’t have solid systems in place, you are setting yourself up for stress and chaos – this goes for inventory and your overhead as well,” Webber says. “It’s important to keep a close eye on your overhead and your profit and loss to determine where your money is going out and if you are investing where you should be for best possible profitability.”

The long list of supplies your dental practice needs can be overwhelming, particularly to team members who may not use them every day. It’s a good idea to create a digital master list of in-ventory, and have a product catalog of preferred products and vendors. You can then estimate how often you go through each product and add it to the list. This will help the team member who

I“Many practices are working in a state of chaos because they never truly take the time to put effective practice sys-tems and processes into place The success of your practice is directly proportionate to the success of your systems.”

– Carrie Webber, co-owner and chief communicationsofficer of Jameson Management

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does the ordering accurately project and pro-cure for future needs; going with the “better to have too much than too little” approach may not always be the most efficient or cost effective.

While it may be tempting to buy an item in bulk to get a discount, if you aren’t using it on a regular basis, it’s just going to expire on the shelf – hurting your budget and cluttering your office. Even if it’s an item that doesn’t expire (such as toothbrushes or paper towels) it will take up valuable real estate in your cabinets or back room, making it inefficient and cumber-some to stockpile. Instead of ordering in bulk to avoid spending a few extra dollars, consult with distributors to see if there are other ways you can save money.

“Make sure you are having conversations with your merchandise reps on a regular basis to make sure you are getting the best value,” Webber says. “You should also have someone on team ultimately responsible for inventory control in your practice to make sure that you are being as efficient as possible.”

You should also select products that you’ll use regularly, or that have multiple applica-tions, so you’re not investing in numerous orders of things you only need occasionally. For example, instead of investing in a com-posite system that requires you to keep all the VITA shades on hand, consider an innova-tive composite such as OMNICHROMA from Tokuyama Dental. This single-shade composite system features spherical fillers engineered to use structural color to match the shade of surrounding dentition so you can use it on any patient and match any shade from A1 to D4. By stocking a composite that can be utilized for practically every case, you cut down on your overhead, as well as how many different shades you have to constantly keep in stock. This will save you money, as well as space.

2. GET THE MOST OUT OF YOUR SOFTWARE

If you’re not yet a paperless practice, you need to be. And even if you have switched to a digital system, you should periodically evaluate its ef-ficacy to ensure you’re getting the most out of it.

“A paper workflow takes eleven times as long as a digital workflow,” Dr. Larry Emmott, a dental technology expert with more than 30 years of general dentistry experience, says. “A digital workflow is faster and much more ac-curate than the old-fashioned paper system, or a hybrid system. However, once you do have the digital core, you want to make sure you’re using it effectively.”

This means you need to make sure your practice-management system will do what you really want it to. While all software has func-tions that can simplify your workflow and save time, it won’t be efficient if not used properly.

“Most of the popular practice-management software platforms have enough features to power the Pentagon,” Webber says. “Unfortunately, most practices wind up fully utilizing maybe 20 percent of the features.”

Because your team will be the ones using the software, talk to them to identify the practice-man-agement tools they think are most valuable; they may have insights that could save you from invest-ing in features you don’t need. Then do your re-search: Don’t be wooed by fancy features you won’t use, and look for a product with an established track record, good training programs and support and regular updates.

“There’s something to be said for going with a well-established product, because you get good support and better training,” Emmott says. “Plus, they’re going to be there in five years; they’re not going to go out of business or get purchased. Down the road they’ll be able to provide updates for your software – it won’t become obsolete.”

Once you’ve selected and implemented the soft-ware, invest in any necessary training to get every-one up to speed on the system, and make sure it’s being utilized fully.

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You’ll also want to evaluate whether your software plays well with other technology, so you don’t waste time duplicating work or fighting with incompatible systems. For instance, some platforms will integrate with outside systems to push calendar updates, patient information or reminders directly to a smart-phone or smartwatch, which can increase effi-ciency. Others will easily transmit HIPAA-compliant patient information and requests to external labs or specialists, negating the need for paper charts and

eliminating concerns about patient privacy. Howev-er, if your software isn’t compatible with your billing system, you’ll end up having to use two different uncoordinated systems, which can make payment tracking difficult.

“How easily can your software integrate with your other tools?” Webber asks. “Does it integrate with your patient-communications systems like Solu-tionReach or RevenueWell? Does it integrate with your patient financing services like CareCredit? How about your KPI dashboard? Consider how well all

your tools work together. The easier your practice management software plays with your other tech-nology, the easier it is for you and the more efficient you and your practice can become.”

Dr. Emmott agrees. “Integration is key,” he says. “It’s important that all your systems work together. I need my system to integrate with whatever outside product or service I’m using for electronic remind-ers, for online forms, for everything.”

3. IMPLEMENT AUTOMATED PATIENT COMMUNICATIONS

Communicating efficiently with patients has numerous benefits – but if you aren’t doing it ef-fectively, it can be incredibly detrimental to your practice.

“Effective patient communication is one of the most critical functions in creating a successful dental practice,” Dr. Roger Levin, founder of Levin Group dental-consulting company, explains. “When communication is effective, patient satisfaction is higher, patient cooperation is higher and referrals increase. Overall production will increase because patients keep their appointments, perceive high val-ue for the practice, and accept more recommended treatments.”

While face-to-face interactions are critical to building patient relationships and increasing patient retention, it’s also important to have good lines of communication with patients when they aren’t in the office. You need an efficient system to disseminate appointment reminders, service confirmations, and other general communications. Paper postcards and snail mail were the staples of the past, but they’re inefficient to put together and no lon-ger as effective, particularly with the younger generations. People don’t like the clutter of mailers, and sending out reminder cards eats up the front office’s time – time that could be better spent on other things.

Automated patient-communication systems take that work away from the front office and make the process digital. Appointment remind-

“When communication is effective, patient satisfaction is higher, patient cooperation is higher and referrals increase. Overall production will increase because patients keep their appointments, perceive high value for the practice, and accept more recommended treatments.”

– Dr. Roger Levin, founder of Levin Group dental-consulting company

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ers can be sent out automatically at predeter-mined times to remind patients of upcoming appointments – without your staff lifting a finger.

“An appointment coordinator can’t take the time to truly build a relationship on a new patient call if there is a huge list of courtesy calls that need to be done to confirm hygiene appointments,” Morgan says. “Digital commu-nication strategies strip all that time-consuming work off of this position so that they can focus on what’s more important: connecting with the patient and building relationships.”

“The benefit of automated patient-commu-nication systems is that it saves you so much time in the business office when it comes to confirmations, hygiene retention, and patient information/education,” Webber adds. “Pa-tient-communication software and telephone systems are giving us extraordinary customer service and patient-communication opportuni-ties right at our fingertips.”

Finding the form of automated digital com-munication that your patients prefer is impor-tant, so that you aren’t inundating them with unwanted calls or emails. Webber recommends really thinking about the demographics of your client base, as older generations are more inclined to prefer the telephone. However, she and Dr. Levin agree that in today’s digital world, the most effective way to communicate with patients is texting.

“Sixty-seven percent of people today select texts over emails or phone calls to receive infor-mation,” Dr. Levin says. “Texting is fast, effi-cient, and clear. When texting is used properly, practice production will increase.

“One example is confirming patients by text two weeks, two days, and two hours before ap-pointments. According to the Levin Group Data Center, the no-show rate or cancellation rate of patients when using this texting technique is 20-25 percent less than when using other methods.”

While automated communications platforms are convenient, Webber stresses that it’s im-portant to customize your messaging so that it doesn’t come across as generic (or obviously computerized). You want to ensure that any digital communications such as texts reflect your practice’s brand and have a certain amount of personalization.

“Make sure your texts sound like your prac-tice. Patient-communication systems save you so much time, but they are also an opportunity to really step up your customer service,” Web-ber says. “The more impactful you can make your text services, the better.”

Automated communication tools, along with good in-office customer service, make patient communication easier, successful, and, ulti-mately, more efficient.

“The most effective way to communicate with today’s patient is to meet them where they are – a beautiful combination of verbal communica-tion and digital communication,” Webber adds. “You should personalize your patient-commu-nication system to your practice, maximize it to the best of your ability, and marry these systems with excellent telephone and customer-service skills. That combination makes for a beautiful utilization of these excellent business tools!”

4. STREAMLINE PRACTICE COMMUNICATIONSGood team communication is critical for practice efficiency. It saves time by ensuring everyone is on the same page, which reduces errors and misunderstanding and makes the practice operate more smoothly. Modern communication tools make this process even easier.

Thanks to programs such as in-office chat and messaging systems (such as Yapi, Blue Note, or Slack), team members can commu-nicate quickly and easily from their respective locations in the practice. This allows them to share messages about appointment changes or ask questions about a patient without having to get up and interrupt the doctor.

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Many systems, such as Blue Note or Simplif-eye Flow, can even send alerts and updates directly to a smartwatch, so team members or the doctor can discretely check messages without interrupting patient interactions or pro-cedures. This keeps the entire time up to date without disrupting their workflow.

“Becoming more digital regarding commu-nication can avoid numerous mistakes,” Dr. Levin says. “When individuals can receive in-formation that is clear, efficient, and quick they can do their jobs better.”

Planning tools that generate digital to-do lists and track projects can also keep the team informed and on task. In fact, project man-agement tools have been reported to increase team efficiency by up to 45 percent, as well as

increase clarity and accountability among team members.

“We are big advocates of goal setting and action planning,” Webber says. “Project-man-agement apps like Trello or Asana can be a great way to digitize this process and help keep everyone accountable.”

“The most effective way to streamline office communications is to go completely digital,” Dr. Levin adds. “That way everyone knows where to find information and when to expect it. It also gives them the ability to go back and review tasks or recommendations, which is not always possible verbally during a busy day in the dental practice.”

While digital communication tools are excep-tionally helpful and can make the day go much more smoothly, it’s still a good idea to check in with your team face-to-face to ensure you’re all starting the morning informed.

“While communication technology, is incred-ibly helpful, a timeless tool for increased effi-ciency is an effective morning huddle,” Morgan says. “A good huddle reduces noise and stress, organizes the necessary baton passes, and supports ideal scheduling. It gets the entire team on the same page.”

5. SIMPLIFY CLINICAL WORKFLOWSThe best way to increase profitability is to see more patients – but you need to be efficient in your clinical time to make that possible. Imple-menting the right technology and products can improve clinical speed to reduce treatment time and increase the number of patients you can see in a day. One highly effective way to opti-mize your clinical workflow is to go digital.

“Going digital clinically changes the effi-ciency of your appointments,” Webber says. “It changes the way you schedule; it changes your relationship with the lab. It allows dentists to delegate more and focus more on the work that only they can do. It changes your overall productivity and profitability.”

“The most effective way to streamline office communi-cations is to go completely digital. That way everyone knows where to find informa-tion and when to expect it. It also gives them the ability to go back and review tasks or recommendations, which is not always possible verbally during a busy day in the dental practice.”

– Dr. Roger Levin, founder of Levin Group dental-consulting company

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“In the operatory, almost anything digital is faster and more accurate than the analog counterpart,” Dr. John Flucke, a dental tech-nology expert with a private practice in Lee’s Summit, Missouri, and Technology Editor for Dental Products Report adds.

A prime example of this are digital X-rays and impressions. Digital impressions take very little time, are more accurate, and eliminate the messy steps of the traditional variety – which means the impression process is quicker, seat appointments rarely require adjustments, and there’s less back and forth with the lab. By en-suring the fit and contacts are correct the first time, practitioners also can prevent avoidable follow-up visits, and save a valuable slot in their appointment schedule for another patient.

“Digital X-rays literally save minutes off every procedure they are involved in,” Dr. Flucke explains. “A digital impression can be done in less than five minutes – much quicker than traditional impressions.”

Soft-tissue lasers are another good invest-ment. A versatile tool that can be used for multiple procedures, soft-tissue lasers speed procedures while providing less painful treat-ment and quicker recovery times. “Soft-tissue lasers are a technology I reach for every day,” Dr. Flucke says. “Their ability to allow pain-less and bloodless soft-tissue procedures with incredible accuracy make them a must-have for today’s dental practice.”

In addition to digital tools, using products and treatment methods that eliminate extraneous steps can greatly increase clinical efficiency. Procedure time can be reduced with the use of self-etching bonding agents or composites that eliminate shade selecting, such as OMNICHROMA.

And implementing the latest time-saving technology and products into your practice does more than just cut back procedure time: It can increase your patient base.

“Making smart technology and product choices in the operatory leads to faster, more efficient treatments,” Dr. Flucke says. “This means patients spend less time having dentist-ry done – and no patient wants dental appoint-ments to be longer. Properly deployed technol-ogy creates an incredible patient experience and it’s those experiences that drive referrals.”

“In a nutshell, it allows me to help more pa-tients, have more efficient appointments, and greatly decrease the stress level of the entire team,” he concludes. “Your patients are ex-pecting state-of-the-art care. If you don’t deliver it, they will seek it elsewhere.”

CONCLUSIONBy making adjustments in these five areas, you can streamline your processes and procedures, reduce treatment time, increase patient satisfac-tion and eliminate team chaos and confusion – which all lead to a boost in your bottom line.

“Take the time to identify where systems are underperforming or nonexistent and get your team plugged into a streamlined process,” Webber says. “The more focused and engaged your team is on your goals, the more efficient, focused, and effective you will be.”

It’s not a one-time fix though; just upgrading to the latest technology, the most innovative materials, or the most high-tech communica-tion tools won’t solve your efficiency issues. Your practice is constantly evolving, and your systems and policies have to evolve with it to continue to operate at maximum efficiency.

“The best digital technology in the world will not be beneficial if the right systems are not in place,” Dr. Levin says. “Businesses must work on continual improvement until they get down to the micro levels. Practices need to continu-ally study their statistics and focus on improve-ment and efficiency if they want to excel.”