A well-run practice pays attention to detail

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Posted by: Dental Design 19th July 2023

Running a successful dental practice means running a successful business. Patients want quality care and stable treatment, but they also want efficiency and to know they’re investing their money in a service provider that is well-managed, for a good all-round experience at every visit.

If you think about the companies and services you interact with, outside of practice life, those you keep returning to are likely to share similar characteristics. They’ll offer value and brilliant customer support. Their service level will be consistently high too, as it often only takes one small incident to ruin even a well-established relationship. If you need to complain to a utilities company, for example, and your matter is dealt with promptly and satisfactorily, you’ll probably continue to use them. But if your calls and emails go unanswered, and you have to spend your own time chasing them up to get the problem resolved, the frustration could be enough to take your custom elsewhere

It’s about attention to detail and not overlooking the basics, the fundamentals required to provide a world-class service. Your team is key and building a workforce that is well-trained and knowledgeable, and dedicated to giving each patient the exceptional care they deserve, is a process that won’t happen overnight. There is a lot of talk about recruitment and retention in dentistry, and how to hold on to great people in clinical and non-clinical roles. To be happy and productive every day, a great team needs many things, like competitive remuneration. But don’t overlook the details which can become big sources of stress if they go wrong.

For a business to be successful, a team needs tools and equipment that actually work. A practice full of the latest, cutting-edge digital tech will look impressive, but your everyday equipment must be high-quality and fit for purpose too. Again, it’s about giving as much consideration to the ‘basics’ as you would to your other investments. Consider things like your consumables, your maintenance contracts. These are the items that you see and services you use and don’t notice most of the time, until there is a problem.

When the running of the business gets disrupted, the whole team can be impacted. As in ‘non’ practice life, there is often nothing worse than when a piece of equipment suddenly fails, and you have no idea what to do or who to call to get it fixed quickly. Patients will usually accept an apology for a cancelled appointment, but that doesn’t mean they will return for the rescheduled one. They may decide to go elsewhere if you can’t offer an alternative at a time that suits, or with their preferred clinician. For the team working in the practice, if they know the issue was avoidable and that the stress that came with sorting it out was due to business inefficiency, this can sow the seeds of their discontent.

Make sure every single element of how you deliver your dentistry is gold-standard. Your air compressor is a prime example of something that you probably don’t give much thought to, but should it stop working you could find yourself having to cancel at least a day’s worth of treatments. Medical-grade air that is clean, purified and moisture free is the best quality of air for your patients and team. Prioritising your air supply, as part of your commitment to exceptional service, is therefore fundamental – one of the ‘basics’ of running a safe practice and an efficient, successful business. Oil-free compressors are a fantastic investment that can ensure you avoid oil vapour contamination and are easier to maintain.

Should there be a malfunction with your compressor, the steps to solve it should be as straightforward as possible. Because a compressor is essential technology, your maintenance protocols should be reliable. Put ‘emergency’ in front of words like ‘engineer’ and you can almost guarantee you’ll be asked to pay more for the call out. For peace of mind, Air to the Chair from Dental Air will keep your air supply in good working order for minimal disruption. This cost-effective service includes regular maintenance and 24/7 breakdown cover, from a team of nationwide engineers. From just £5 per week per chair, next day delivery and installation of medical-grade, ultra-quiet air compressor is also included when you sign up.

Every great business looks at every element of the service it provides. It will constantly ask how it can optimise its workflows and also its protocols to improve its response if and when something goes wrong. An efficiently-run dental practice is the sum of many parts, which all contribute to a great place to receive treatment and to work. Seek out services that will help you operate a well-run business, pay attention to detail and you will find yourself on a path to growth and success.