Episode 58 - KPIs for Dental Success w/ Dental Consultant Kelly Schwartz
Jan 22, 2025
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In this engaging discussion, dental consultant Kelly Schwartz shares over 30 years of expertise in optimizing practice growth. She highlights key performance indicators (KPIs) that help improve case acceptance and patient engagement. Kelly emphasizes the power of personalized follow-up strategies, including handwritten letters, and the importance of fostering genuine patient relationships. Listeners gain actionable insights on enhancing communication among teams and understanding patient needs through metrics, all aimed at boosting practice efficiency and retention.
Identifying and analyzing key performance indicators like case acceptance and patient follow-up can significantly drive growth in dental practices.
Engaging the entire dental team as treatment coordinators and improving communication can enhance patient satisfaction and boost treatment acceptance rates.
Deep dives
The Journey of Consulting in Dentistry
Kelly Schwartz has over 30 years of experience in dental consulting, which began when he and his wife started their firm after seeking to partner with a consulting firm that ultimately didn't work out. They have since coached around 850 practices across the U.S. and Canada, gaining hands-on experience in various dental offices to improve their systems and processes. Kelly emphasizes a personal approach where he actively engages with teams to address their unique challenges, rather than offering one-size-fits-all solutions. This hands-on involvement has established them as influential figures in the dental industry, relying on word-of-mouth referrals rather than traditional marketing.
Key Performance Indicators for Practice Growth
Identifying key performance indicators (KPIs) is essential for dental practices to maximize their potential without adding more marketing efforts. Among the critical KPIs discussed are patient capacity, case acceptance, and the 80-50 rule, which suggests that 80% of patients should accept phase one treatment, and practices should capture 50% of the treatment dollar value presented. Kelly notes that focusing on existing patients who need follow-up care is often overlooked — many practices mistakenly believe they need a constant influx of new patients rather than re-engaging their current patient base. By effectively analyzing these KPIs, practices can uncover substantial opportunities for improvement and growth.
The Role of Treatment Coordinators and Effective Communication
The podcast underscores the importance of treatment coordinators in dental practices while highlighting that the entire team should be viewed as treatment coordinators. Effective communication and smooth handoffs between hygienists, assistants, and doctors significantly enhance treatment acceptance rates. Kelly advises that hygienists, who typically see patients first, play a crucial role in presenting treatment options and building trust, leading to better collaboration with the doctor and ultimately increasing patient buy-in for necessary procedures. Training staff to emphasize patient engagement and concern rather than merely focusing on scheduling can improve patient satisfaction and case acceptance.
Follow-Up Systems to Ensure Patient Retention
A robust follow-up system for patients who do not schedule necessary treatments is crucial for practice success, as most patients who leave do so due to a perceived lack of care and follow-up. Sending personalized letters that remind patients of their treatment needs while emphasizing that the practice cares about their health can build stronger relationships and improve retention. Kelly discusses a structured follow-up process that includes sending letters and making timely calls while tracking patient responses to ensure no one falls through the cracks. Developing these systems not only increases patient retention but also enhances overall treatment acceptance, boosting practice success.
Join Matt Brown and Dr. Andrew Vallo as they chat with dental consultant Kelly Schwartz about key performance indicators (KPIs) that can drive growth in dental practices. They delve into strategies for improving case acceptance rates, enhancing patient engagement, and the vital role of follow-up systems. Tune in for actionable insights on maximizing patient retention and understanding practice potential!
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