1. 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

2. One of the largest Dental Practice Management companies in the US
General and specialty dental affiliates
Group practices from 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

3. EVOLVED SERVICE CULTURE
SERVICE TRIANGLE
SERVICE LEADERS
RELATIONAL
COORDINATION
EVOLVED SERVICE CULTURE

4. 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?

5. 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

6. 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

7. 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

8. 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

9. 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, s, 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

10. Service Academy Scorecard

11. Service Academy Scorecard