RCRC Roundtable Shift & Share Presentation October 28th 2016 Evolving the Service Culture of Dental Practices with Relational Coordination Ed Mills, American Dental Partners RCRC Roundtable Shift & Share Presentation October 28th 2016

One of the largest Dental Practice Management companies in the US General and specialty dental affiliates Group practices from 1- 50 + practices Situated in large metro areas of US Affiliates maintain local branding 300 + practices / 4,000 team members- Clinical and operational National Resource Group (NRG) located in Boston, MA

EVOLVED SERVICE CULTURE SERVICE TRIANGLE SERVICE LEADERS RELATIONAL COORDINATION EVOLVED SERVICE CULTURE

SERVICE CULTURE Core needs and motivations of the customer THE HUMAN STRATEGY Core needs and motivations of the customer CUSTOMER THE HUMAN ELEMENT How service is delivered NON-HUMAN ELEMENT What helps to deliver service SYSTEMS PEOPLE The reason we have adopted the service triangle is because it puts the customer at the core of all that we do. Many successful service organizations have used this model such as SAS Airlines. SAS airlines credits this model or foundation for the turnaround of their organization. It starts with the customer in the center, so we need to understand the core needs and motivation of the customer. Once we understand this, we can set a strategy. Systems need to support the strategy and people who deliver service. As People need deliver service in a manner that supports the strategy and use the systems to do so. So the first thing we had to think about is what do our patients need from us, what is our service strategy?  

A Delivery Plan that Negates Operational Impact Virtual Classroom 3 Hour Modules- 1 each month 20 classes over 2 year period Social Learning Component- Connect Community

Survey Tools Emotional and Social Intelligence Competencies 360 survey for Service Leaders Key driver of leadership effectiveness 2x per program Relational Coordination Survey Practice teams complete survey 2x per program

Service Academy Curriculum ADPI Service Culture Roadmap 1 Emotional and Social Intelligence Competencies 2 ESCI: Emotional Self-Awareness 3 ESCI: My Results 4 ESCI: Empathy (w/ Active Listening) 5 Deploy ESCI Survey #1 Introduction to Relational Coordination 6 RC: Effective Communication Skills 7 RC: Survey Results 8 RC: Designing Effective Communication 9 Service Project: Introduction to Project Management 10 Deploy RC Survey #1 Service Project Identification & Planning

Service Academy Curriculum ESCI: Self-Management (Positive Outlook) 11 ESCI: Relationship Management (Resolving Conflict w/ Teams) 12 ESCI: Relationship Management (Service Recovery w/ Patients) 13 ESCI: Relationship Management (Influence) 14 Service Project: PowerPoint 15 Service Project Implementation Service Project: Presentation Skills 16 Service Project: Practice Presentations 17 18 Service Project: Final Presentations 19 Graduation 20 Deploy ESCI Survey #2 Deploy RC Survey #2 Service Project Sustainability & Presentation

RC Dimension(s) Project Expected Benefits Measurement Shared goals & Shared Knowledge Implement practice huddles Less confusion for patients, staff, more accurate care for patients, better flowing day for staff Over all preparations leading up to huddle, Survey of the office to see how well they feel shared knowledge shared goals are improving. Shared Goals and Shared Knowledge Peer interviewing program. There will be a team member from each work group (ideally) involved in the interview process, so questions are asked from all perspectives and everyone will have a say in who they will potentially be working with in the future. Better hiring decisions resulting in new team members who are a better fit. Improved practice retention- all roles Shared Knowledge and Mutual Respect Appointment timeline activity– from the time the patient calls all the way though the appointment up to the time they leave. By knowing the role of each position whether it’s the front desk, hygienist , dental assistant, etc… and to improve on mutual respect for each role. Pre and Post-activity surveys to measure impact. Shared Knowledge Retraining and Refocus on Protocols: utilizing AAAHC protocols, will choose a protocol a month to highlight and retraining using flyers, emails, refresher sessions and discussions during practice meeting Improved flow of office, reduction of stress for employees, improved treatment of patients, advancing towards AAAHC certification. Employee surveys and chart audits to measure compliance with protocols. Timely Communication and Shared Knowledge A quarterly newsletter that places emphasis on shared knowledge, team building, and timely communication. This would get information out more accurately and staff would be able to reply with concerns. Rewards and recognition for participating in activities outlined in newsletter

Service Academy Scorecard

Service Academy Scorecard