April 2020
Setting key performance indicators (KPIs) is essential for any dental practice’s congruency and efficiency.
Your employees play a vital role in the success of your practice. KPIs for employees allows the employer to measure progress, review performance and set goals. Employee KPIs are critical for monitoring employee morale, tracking employees to meet their (and the practice’s) expectations, customer satisfaction and other individual objectives.
KPIs also provide a means for employees to assess their own performance and allow the employer to identify any areas for further training.
We have seen quite a few practices over the years try to implement KPIs without much success. An effective KPI must always be SMART.
The use of SMART goals is an effective way to assess relevance of a KPI. KPIs can either be quantitative (ones that you can measure by evidence) or qualitative (measurable by observation and feed- back). Examples of these for employees can include:
Quantitative:
- Number of patients seen in one hour
- Number of assistants per dentist
Qualitative:
- Calls are answered within 4 rings
- Negative patient feedback is kept to a minimum
KPIs are critical to success to allow the employee to understand the practice’s goals more broadly. An achieving and focused employee will help any practice flourish.
Complaints are a fact of life for dental services. The high stakes, complexity and variability along with patient expectations almost certainly guarantee it. But how should we deal with complaints?
Do we take the ostrich approach and put our head in the sand hoping the complaint will go away? Do we tackle the complaint head on? Do we pass the buck for someone else to deal with it?
Or should we love complaints and welcome them?
Complaints:
- Are a form of engagement: Unhappy patients will usually let others know of their bad experience.
- Are an opportunity to create your biggest fans: The first step towards a satisfied customer is engagement, even if it’s negative.
- Expose blind spots in the quality of your service: Patients will pick up problems that you may not have been aware of.
- Are diagnostic: It’s important to dig deep with every complaint. You may find this quite confronting, but it is worthwhile.
- Create a feedback loop: If you continue to receive the same complaint, then it’s time to look at previous corrective measures.
- Are an opportunity for improvement: Even the best service in the world still has room for improvement.
- Teach you how to make a complaint: Being on the receiving end of complaints is an invaluable lesson.
- Are therapeutic for patients: The simple act of acknowledging a complaint can make a patient feel heard and valued.
- Are therapeutic for employees: Well-handled complaints can be used as a team-building exercise.
Regardless of whether it is positive or negative feedback, patients need to feel like they are being heard and listened to. If you listen and deal with their feedback in a timely manner, they are likely to be more satisfied.
Happy and content patients will help to create happy and content staff, ensuring a good working environment which can lead to increased productivity and improved efficiency.
Not sure if your practice is protected? Contact one of our trusted advisors today to discuss your concerns.
