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  Successful practices are not built on great orthodontics alone. It takes great team members delivering first-rate customer "patient" services. Cathy will focus on building a game plan with you to produce consistent procedures and protocols for your staff to implement in all aspects of the orthodontic practice based on your needs. In the end when it is time to implement, Cathy will stay by your side monitoring the progress, making recommendations and measuring the results. Cathy's goal in working with practices is to contribute to the overall enhancement of the practices health, improve productivity and quality of the team members, and increase profitability of the operations. As a result, the practice and team members increase the excellence of service to their patients. Everyone likes choices... You choose which services meet your practice needs:
Here is what you can expect from Cathy's expertise and service choices:
CHOICES For In-Office Consulting  3-4 Day In-Office Practice Review & Recommendations for Enhancement of Your Practice and Team Based on Your Specific NeedsThis review of your practice begins with defining your immediate improvement goals. Recommendations and review of the practice is determined through questionnaires for Doctors and staff, interviews, observation, perception checking, and impartial listening. This is an intensive three-day "fact finding" and in-depth "review-action plan" designed to identify existing needs and give you the tools and resources for success! Post Initial Visit - On-going practice support Ongoing practice support based on your desired goals is a combination of on-site visits, follow-up support materials, and telephone and e-mail contacts. Support periods can range from 6 to 12 months depending on your specific goals and desired outcome. SPECIAL PROGRAMS 3 Day In-Office: New Patient Process Training Program Manual and CD-ROM This training covers everything from the initial phone call through the time the patient begins treatment. Developing relationships, using educational tools and setting up financial arrangements are all keys to developing and maintaining a healthy practice. Effective systems and communication training can increase your conversion rate significantly. Taking into consideration the culture and needs of the individual practice and objectives of the individual practitioner, Cathy will design a customized new patient process. This comprehensive evaluation includes:
3 Day In-Office: Re-engineering Your Recall System with a "Kids Club Program" Workbook & CD-ROM Successful practices recognize the powerful impact of converting Recall/Observation patients and place a high priority on managing their recall system. By providing value to your Recall/Observation patients, you can reinforce your high quality reputation and continue to benefit from a strong referral base.  Highlights of the Kids Club Program:
1 Day In-Office: Indirect Bonding for Clinical Efficiency (labial and lingual) This program provides the orthodontist and clinical team members with essential techniques required for successful indirect bonding. The program demonstrates the details and importance of each step, from impression taking to archwire placement. It also provides hands-on training opportunities for participants. Learning in the team's environment promotes effective learning, an evaluation of instrumentation, products and allows the clinical team to ask questions and address their personal needs.
Half Day - Referring Dentists and Team Appreciation Event As part of your "yearly marketing plan", sponsor a half-day seminar to thank referring dentists and their teams for their support throughout the year. This seminar is designed to showcase your practice and offer ideas and tips to improve customer service in the dental practice setting. The seminar is created to be fun, challenging and inspiring. Creating Patient Loyalty through Memorable Service This session will discuss how to make patients love you, keep them coming back and tell everyone they know. Review of the principles used to develop patient loyalty including: how to say everything in terms of the patient, how to say "yes" and be friendly in every situation, how to have fun on the job and how to get patients to tell good stories about you and your practice. Included will be a self-evaluating questionnaire with tips and examples to improve patient service success. There will be discussion on the secret words to use when a patient complains, along with the forbidden phrases we should never say when talking with a patient/parent. 10 Great Tips for Success Exceptional customer service is just as much what you don't do for your patients, as it is what you do for them. Learn "10 tips" to help you do things right throughout your patient's journey in your practice. During this discussion, participants will have a chance to share their experiences and insight on "exceptional customer service" as it relates to the dental practice. By the end of the session, everyone will be brainstorming ideas and solutions to turn the previously perceived negative customer service practices into positives. Cathy's commitment to you is to deliver services that are constructive, cost-effective, and productive for all involved. She encourages open and honest communication. All information practice or personal will remain confidential. Office Policy Handbook for Team Members This handbook and accompanying CD-ROM provides the framework to create an effective employee manual for your orthodontic practice. Clear, easy-to-follow guidelines include conditions of employment, office policies and rules, payroll and timekeeping, performance management, and employee benefits. The Team Member Handbook will assist you in designing a customized handbook for your practice, avoiding the risk of creating unintended contractual obligations. Forms include: Employee Agreement to Maintain Confidentiality of Records, Exit Interview, Time Off Request, and Travel and Mileage Reimbursement. The New Patient Process Manual This manual provides detailed information from the initial phone call to the day the patient starts treatment. Included are protocols for building relationships, enrolling the patient, using correspondence for the patient and referring dentist, one-step exam, recall/will call procedures, surveys and statistical tracking. The New Patient Manual is complete with support materials and CD/ROM that allows customization to your training manual. Marketing Recipes for Creating Loyal Patients and Referring Dentists The Marketing Recipe Manual is filled with over 100 "fun and imaginative" ideas, suggestions and recommendations for patient contests, parent appreciation events and gifting to referring dentists. Included are innovative and creative "posters," "game entry slips," and "poems and stories" to share that can be duplicated and used today in your practice. CD-ROM of manual is included for customization of contests and posters Individual manuals are sold at $295.00 each shipping included Purchase all 3 - $749.00 shipping included Focus: Staff Trainer Cost per CD: $200 Length: 2 Hours 30 Minutes Produced through: www.intltraining.com -------------------------------------------------------------------------------- The Train the Trainer module trains a staff member to organize and implement an Office Training Program for a dental or orthodontic practice. It covers the recruitment, hiring, orientation, and training of new employees, designing and implementing a training program for administrative and clinical team members, adult learning styles, different teaching methods, developing lesson plans and conducting training, learning assessments, giving constructive feedback, and evaluation of training effectiveness. 40 Microsoft Word document forms such as Job Descriptions, Checking References, New Employee Orientation Checklist, Lesson Plan Format, Lesson Plan for Answering the Phone, Terms to Use and Not Use, and many others, are included to adapt for use in an orthodontic practice. This module was developed with the help of Lori Garland-Parker, Debbie Best, Cathy Sundvall, and Dr. Rebecca Poling. Over 40 Word document forms are included to adapt to the individual practice. |
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