1-Year Program Overview
Classic Practice Resources, Inc. offers a 1-Year Program and a 6-Month Program to our clients. Both programs cover the complete 41 systems needed in a dental practice, with the 1-Year Program covering the systems much more extensively.
PHASE I
The first step of the Classic Practice Program is to gather information specific to your practice, and get you started on projects that should immediately start you on the road to a more organized office.
Practice Questionnaire
We have compiled a questionnaire for doctor and staff members that will help us gather pertinent information about the office. This is the first step in our analysis. The questionnaire will help our team develop a customized program for your office. It helps us “take your pulse” and prepares us for the next step. Each person in the office will be asked to fill out the confidential questionnaire.
Recall & Reactivation Project
This is a proven program designed to reactivate patients that have been putting off visits to the practice. This is an invaluable project designed to increase patient flow. There is no doubt this can kick-start your program.
General Office Policies Manual
You will receive a copy of our thorough, 110 page, General Office Policies Manual along with a digital version used to customize for your office.
Hygiene Jumpstart
We will analyze your hygiene department, looking for missed opportunities, recall effectiveness and patient retention issues. We will provide you with written recommendations for you to implement right away.
Dental Dashboard
An internet based software program that allows us to track the vital functions of your practice on a daily basis. It is the newest and most accurate “real-time consulting” method available to manage your practice and staff on a daily basis. Your staff will enter assigned statistics and our consultants have immediate access to the information. Generating “real-time” reports offers you a result unparalleled by any other program and replaces written reports that must be faxed.
Practice Scan or Practice Enhancement Program [Select One]
You and your consultant will decide which option below fits your practice needs.
- Practice Scan: A trained consultant will visit your office for one day. We ask that you have a regular production day scheduled, so that the consultant can meet your staff, gather data and observe your office in action. The consultant, doctor and office manager will have lunch to discuss any immediate concerns.
- Practice Enhancement Program: Dr. Charles Blair, an expert in CDT coding and practice overhead, will evaluate your practice and offer suggestions for increasing your bottom line.
PHASE II
2-Day Seminar
The next phase of your program requires that you and selected staff travel to Baton Rouge, where we provide an interesting and informative program that is followed up by a two day in-office visit to you. This is a hands-on experience. You will be allowed to bring up to 4 staff members and all of you “dig in,” learning the foundation of our systems. The agenda of your weekend is:
Seminar - Day One
Friday morning, 8:45 AM to Noon
- Registration
- Program Orientation and brief Q & A
- Creating your Vision Statement and setting goals to implement it
- Measuring Your Success with Statistics
- Learning which statistics to keep
- Job tracker techniques & materials
- Setting Doctor and Hygiene production targets
- Introduction to Dental Dashboard™
- Understanding Patient Needs
- Communication within the office
- Removing barriers at the front desk
- Improving communication skills
- Organizing and directing productive Staff Meetings and Morning Huddles
- Public Relations and manners in the office (Internal Marketing)
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30 PM
- Introduction to Job Descriptions and Systems
- Duties of the Front Desk Staff
- Dividing and Assigning Essential Functions of a Dental Office
Friday evening: Informal cocktail party from 5:00 – 6:30 PM. Afterwards, you are on your own for dinner.
Seminar - Day Two
Saturday, 8:45 AM to 12:00 PM
- Introduction to Scheduling
- Building your ideal day
- New patient phone protocol
- The arrival of the new patient
- New Patient Call Slip
- Handling Insurance
- The Receptionist, the hostess of the office
- MOT, CD, Inactive and Deceased Patients Checklist
- Letters and other communication to patients
- Patient Information Update Forms
- The Scheduling System
- Confirmation techniques
- Basic process of checking patients out
- The 7 Objections to Dental Visits
- Explanation of the Recall Process
- Recall & Reactivation Project
- The importance of Reactivation in your practice
- Broken Appointments and Broken Appointment Evaluation
- Being a salesperson for the dental practice
Lunch provided, 12:00 to 12:30 PM
Saturday, 1:00 PM to 2:00 PM
- Introduction of credit ratings and the Account Rating System
- 3-Day Report process
- Implementation Assignments
Manuals
You will receive a set of 5 manuals, which can be used as a reference for systems:
- “Scheduling Patients and Appointment Book Control”
- “Accounts Receivable and Financial Arrangements”
- “Receptionist Duties and Responsibilities”
- 2 Flipcharts on the above subjects
Check-Up #1
Our consultant will visit your office for 2 days, and work with doctor and staff. Our consultant will run a staff meeting for you and check your progress of Program Implementation. All staff will need to be in attendance. Separate meetings with the staff and the doctor will occur. Opportunities unique to the practice will be addressed.
Your consultant will provide you with a written evaluation of the visit with recommendations for further implementation.
PHASE III
2-Day Seminar
The next phase of your program requires that you and selected staff travel to Baton Rouge, where we will provide an interesting and informative program that is followed up by another in-office visit to you. You will be allowed to bring up to 4 staff members who will continue a more in-depth study of our systems. The agenda of your weekend is:
Seminar - Day One
Friday morning, 8:45 AM to Noon:
- Registration
- Program Orientation and Q & A
- Share Testimonials from Phase II
- Status of System Implementation
- Review of Phase II and Customer Service
- Scheduling & Receptionist Functions
- Introduction to Establishing your Periodontal Protocol
- Raise awareness of current condition of your hygiene department
- Learn ways to increase hygiene production
- Begin a plan for implementation
- Role-Playing of the New Patient calling the practice
- Review of Credit Ratings
- Pulling Credit Reports
- Study of Credit Ratings
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30 PM:
- Treatment Plan Acceptance:
- Scripts for successful presentations to patients with insurance
- The Seven Objections to Accepting Treatment Plans
- Role-playing of the Seven Objections
- Treatment plan acceptance
- Role-playing of treatment plan presentations
- Break-Out Session
- Technical Staff:
- Patient Flow and Communication
- Routing Patients
- Defensible Documentation
- Verbal Skills
- Office Promotion
- Reinforcing the Need for Treatment
- Relating to Patients
- Administrative Staff:
- Finance
- Financial Policies and Agreements
- Utilizing the Three Day Report
- Insurance Policies
- Role-Playing Financial Arrangement Scenarios
- Recall & Reactivation
- Establishing a Successful Recall System
- Role-playing of Recall System
- Reactivation Project
Friday evening: You are on your own for dinner.
Seminar - Day Two
Saturday morning, 8:45 AM to Noon:
- Attendees will divide into teams and prepare skits to be performed in front of the group:
- Finance
- Front and back desk coordination
- Treatment Plans
- Recall System
- Job Descriptions & Checklists
- Archiving Your Office Policies
- Process for Creating Your Standard Operating Procedure Manuals
- Implementing New or Updated Policy
- Technical Policies & Procedures
- Suggestions to Raise Production
- Consent Forms
- Lab Forms
- Sample Technical Policies & Tray Set-ups
Lunch provided, 12:00 to 12:30 PM
Saturday afternoon, 1:00 PM to 3:00 PM:
- Written Exam
- New implementation assignments
- Q & A
Manual
You will receive the “Hygiene Duties and Responsibilities” manual.
Check-Up #2
Our consultant will visit your office for 2 days and work with your staff and the doctor to further implement your program. All front office systems will be analyzed and evaluated. We will work with staff throughout the 2 days.
As part of the one year program you will receive training for your technical staff and consulting in the technical area of your office.
We will supply a complete proven periodontal program. We will evaluate your hygiene department and protocols during this visit.
Technical Area Consulting: At this point, we will address the efficiency of the technical area of the office. We will analyze your hygiene protocol and make suggestions as needed.
Organization and skills will be implemented. Before the arrival of your technical consultant, you will receive our Technical Questionnaire.
The technical consultant will observe and begin addressing the following:- Procedure for seating patients
- Technical staff utilization
- Efficiency of operatory set-up
- Defensible documentation
- Procedure for escorting patients to the front
- Procedure for communicating needed treatment to the front desk staff
- Technical abilities of the dental assistants
- Communication between doctor and dental assistants in regards to patient needs
- Promotion of the doctor and the practice done by technical staff
- Presence and condition of procedure manuals
- Organization and flow of the sterilization lab
- Procedures for ordering technical supplies
- Establishing an inventory system
- Procedure for tracking lab cases
- Evaluation of provisional restorations
- Efficiency in the treatment rooms
- Ways to increase hygiene production
- Procedure for writing up a treatment plan
We will begin implementation in the needed areas. The consultant will begin organizing and training your technical staff while you are seeing patients. She may ask for a key technical staff member to work with her as they begin compiling job descriptions and taking pictures of tray set ups.
We will supply you with a copyrighted CD which includes forms and documents for the technical area with Standard Operating Procedures for Dental Assistants. You will be able to adapt it to your office and to your needs.
After the visit, you will receive separate written evaluations of the technical and administrative areas with recommendations for further implementation.
PHASE IV
This phase requires that the Doctor and Office Manager travel to Baton Rouge, Louisiana, and your spouse is welcome if they are part of the practice. The primary goal will be to steer your Office Manager to finalize your own personnel systems.
During this phase, the Doctor or Office Manager may stay in contact with our office via phone, fax or email.
2-Day Seminar
You and your Office Manager will follow the following agenda for your weekend here:Seminar - Day One
Friday morning, 8:45 AM to Noon
- Registration
- Program Orientation and brief Q & A
- Key Points to Unlock the Potential of your Practice
- Systems Checklist for a Dental Office
- Performance Measurements
- Measuring Patient Retention
- Control Expenses and Profit
- Monitoring Overhead
- Employee Compensation
- Suggestions to Raise Production
- Meetings
- Morning Huddles
- Adding Value to your Staff Meetings
- Manager Meetings
- The Effective Manager
- Requests Made to Staff
- Staff Motivators
- Staying Organized with a “Things To Do List”
- Attributes of a Successful Manager
- Visionary Management
- Dealing with Conflict
- Handling Staff Member Upsets and Problems
- Leadership and the Manager
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30 PM
- Office Managers: Breakout Session
- Doctors / Spouses: Safeguards Presentation
- Hiring Protocol
- The Hiring Process for a Dental Office
- Finding the Right Employee
- Preparing to Hire
- Use the correct ad to attract the right staff
- Write ads for each position
- Placing Ads (including sample ads)
- The Applicant Contacting the Office
- The Job Inquiry Call Slip
- Protocol for sorting through applicants
- Scheduling Interviews
- How to Conduct an Interview
- Asking the Right Questions
- The Employment Application
- Selection of a Good Employee
- Working Interviews
- Reference Checks
- Persona Credit Reports
- Legal Hiring Criteria
- Drug Testing
- Background Checks
- Letter to Applicants after Interviews
- Role-playing the interviewing process
Friday evening: Informal cocktail party from 5:00 – 6:30 PM. Afterwards, you are on your own for dinner.
Seminar - Day Two
Saturday morning, 8:45 AM to Noon
- The New Employee
- Getting the new person ready to start
- New Employee Packet
- Personnel file set-up and maintenance
- Training
- Gathering Training Materials
- Why Employees Fail
- Training and Study Tracker Folder
- General Policy Manual Review
- Attending CE and Other Staff Training
- Training Request Form
- Financial Agreement for Training Expenses
- Standard Operations Procedure Manuals
- How to Create a SOP Manual
- Checklists
- Writing Policies
- Job Descriptions
- Implementing and Updating Policy
Lunch provided, 12:00 to 12:30 PM
Saturday afternoon, 1:00 PM to 3:00 PM
- Employee Evaluations and Termination
- Employee Appraisals
- Dental Assistant Efficiency Chart
- Policy Review Form
- Formal Warning
- Termination of an employee
- Role-playing of termination of an employee
- Employee Leaving the Office Checklist
- Employee Exit Interview Survey
- Pink Slips – Unemployment – Your rights as the employer
- Submitting Separation Notices
- Reference Calls on Past Employees
- Role-Playing
- Q & A
Check-Up #3
Our consultant will visit your office for 2 days, and work with your staff and the doctor to further implement your program. Your consultant will complete an office-wide systems check.
Your consultant with provide you with a written evaluation of the current state of your office. This includes recall effectiveness status / patient retention with recommendations for further implementation.
PHASE V
This phase involves working with the doctor individually and providing phone support to the Office Manager to “round off” the program. Some practices have specific problem areas that require more attention than others, and we work with you to polish off those areas.
1-Day Tour
The doctor is invited to take advantage of a day with Dr. Westerman in his practice. Your INDIVIDUAL visit in the office during one full day, Monday through Thursday, will allow you to closely observe how the practice is run, while Dr. Westerman produces. You are also invited to talk with designated staff and our Office Manager during the day. You will have lunch with Dr. Westerman; feel free to ask him any questions you may have regarding the running of his and your practice.
FURTHER SERVICES
Our consultant will be happy to visit with you and make recommendations about other services you may be interested in that can further increase your ability to raise and maintain high production levels. After this 12-month program, our most successful clients have found it beneficial to continue working with us through our Leadership Training and Maintenance Programs. Please feel free to inquire about customized services specifically of interest to you.
