Hello Friends,
It’s that time of year when many take advantage of the warmer weather to “spring clean” their homes. This is also a great time to spring clean your dental practice.
I encourage you to make a checklist of all the areas in your office that need some spring cleaning. I’ll help you get started by showing you how to take advantage of using your 5 senses while cleaning your office. This is by no means an exhaustive cleaning list but it will you give you ideas of where and what to clean.
Sight, Smell, Sound, Touch, and Taste.
SIGHT
What do your patients and potential patients see?
Areas to “see” include;
- Office Exterior
- Signage
- Windows
- Landscape/Weeds
- Garbage/Debris
- Safety Concerns/Handicap accessibility
- Office Interior
- Reception Room – Sit in your reception room, what do your patients see, touch, hear, smell and taste? Look high and low. What do you see? Dirty carpeting/flooring? Outdated magazines & decor? Stained or worn chairs? Peeling wallpaper? Cobwebs? Dusty plants/floral arrangements? Light bulbs that are out? Look over at the front desk area, if you see a sliding glass window that is full of signs and papers telling your patients what to do and what not to do…remove them immediately! In fact, remove the glass. It’s very unwelcoming!
- Restroom – Most if not all of your patients that visit your restroom WILL determine the quality and safety of your care from that experience. (Isn’t that true of you when you’re at a restaurant or any public restroom? No one wants the gas station bathroom experience…not even when you’re at a gas station.) Your restroom should be clean, nicely decorated and well stocked with quality paper products and soap.
- Front Desk Area – Clutter represents indecisions. Make a decision to get rid of the clutter! (That includes any sticky notes attached to computer monitors, coats/sweaters hanging on the backs of chairs and fast-food drink containers sitting out on the counters.) Purchase hot/cold beverage tumblers, preferably with your office logo on them for your team members to use at their workstations – this looks much nicer than your patients seeing soda bottles or coffee shop cups.
While you’re visiting the front desk area, don’t forget about cleaning these areas too…
- Current Protocols– Hygiene Continuing Care, Incomplete Treatment Reports, Confirmation, A/R-Collections, Greetings, Patient Hand-off, New Patient Welcomes, and Referral Thank you’s, etc.
- Paper Communication Materials –Intake forms, Letterhead, HIPAA forms, Financial Policy & Postcards.
- Job Responsibilities/Descriptions –Have every team member write down a detailed list of all of their job responsibilities. This is VERY helpful in determining more effective ways of doing things as well as finding out what is NOT being done.
- Operatories – Sit in the treatment room chairs. What do you see? What do you hear? What do you taste? What do you smell? How do you feel? Again, your patients don’t measure the quality of care, they measure the quality of their experience. Keep your patients loyal to your practice by making certain they consistently have great experiences.
- Closets – Make an inventory checklist. Throw away any expired or outdated products, equipment, manuals, etc. While you’re at it, if there is anything that isn’t be used properly due to lack of education or training, go ahead and schedule time for continuing education/training.
- Equipment/Technology – What needs repairs, upgrades or to be tossed? Computers, Software, Internet Speed & Access, Printers, Copiers, Telephone Systems, TV’s, Postage machines, including…dare I say, typewriters?
- The Team – Appearance – Wear clothes that reflect the excellent care you give your patients. Professional, clean, and wrinkle-free clothes. Clean hair, nails & body). Attitudes – Remove any toxic attitudes. Office Policies – Review and update employee benefits and expectations.
TIP: Make a cleaning schedule – who, what & when will the parking lot, restrooms & reception room be checked. This should be done several times throughout the day. Do not wait for the “cleaning person” to take care of those areas.
SMELL
- Get rid of the dreaded dental office smell. There are products out there that will eliminate that smell without aggravating patients with allergies. Bake chocolate chip cookies if necessary.
SOUND
- Keep the noise down! Patients want to be put at ease; they don’t want to hear the latest office gossip or a TV that is too loud. Avoid using patients’ full names or complaining about patients when you can be heard from the reception room or treatment chair.
- Music – Consider playing music in the reception and treatment rooms. Wireless headphones will allow patients’ to listen to music or the TV while in the chair.
- Telephone Greetings/Messages – What do your patients and potential patients’ “hear” when calling the office? Be sure that what they hear is a reflection of your goals and vision. See How To Effectively Answer The Dental Office Telephone
TASTE
- Beverage Station in the reception room. Complimentary coffee, tea, cold bottled water, juice, etc. See this Pinterest board for beverage station design ideas.
- Snacks – Offer snacks such as fruit, granola bars, etc. This is especially nice for patients that may have been in for a lengthy appointment and need a little boost in energy.
- Allow patients to rinse with mouthwash before and after the appointment.
- Offer pre-pasted toothbrushes for patients that didn’t have time to or forgot to brush their teeth before their appointment.
TOUCH
- Reception Room – Is it comfortable & welcoming?
Reading Material – Have a variety of magazine and books for patients to read.
Temperature – Keep the temperature in the reception room at a comfortable setting.
- Treatment Rooms – Be sure that your patients are comfortable during their visit.
Massage Pads on Chairs
Blankets (If you have a patient that is always cold, pop the blanket in the dryer for them right before appt).
Distractions – (Movies, Music, Digital Aquarium, Etc.)
Give Painless Injections…always.
Put your patients at ease by talking with them before you start looking in their mouth.
- Free Stuff – Give away items imprinted with your office name, website and phone number to each patient at their appointment. Such as; toothbrushes, magnets, calendars, pens and lip balm. (If you’re wondering where you can order some quality imprinted items, check out Bizarre Marketing. I share this particular company with you because their customer service is awesome!)
Using your 5 senses, look closely at yourself, your team, the exterior, and interior of your building, all office systems, your lab, sterilization procedures, website & social media sites, marketing materials, marketing programs and the patient experience.
Your goal during your spring cleaning should be to find ways to consistently exceed your patients’ expectations and remove anything that is hindering you from reaching that goal.
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~ Thank you!
Yours for Greater Success!
~Betty
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