By: Allen Vean, DMD

Our profession is inundated with notifications, emails, text messages, mailings, and now, artificial intelligence, all promising to make our practices more productive. Over the past few years, I have been following Chris Laping, founder of People Before Things. He coaches organizations and teams in the psychology of high-trust influence and modern leadership.* He recently published a newsletter regarding the hospitalization of his father and made observations I believe can be related to dentistry.

Collaboration in the dental office is not optional. Communication breakdowns and egos cannot happen. Who suffers? The patient. You may hire outstanding associates, office managers, receptionists, hygienists, and assistants; however, if they cannot connect, failure is inevitable.

The people closest to the patient know the most. Do you ever ask them for their thoughts? Based on personal experience, in a hospital, nurses know everything. In our practices, the hygienist fits this role perfectly. They spend the most time with patients and see things we may have missed. Their personal relationship with patients is invaluable. This is not to diminish the importance of other team members. As Laping points out, at a team meeting, before you address numbers and productivity, ask for everyone’s input. Ask, “What are you seeing that I am not seeing?” And then, listen.

Productivity can mask several problems. Revenue may be up, new patients up, excellent collections; however, the team is burning out, and somehow, the culture is not the same. Meanwhile, team members are looking for other opportunities. In these times of shortages, retention cannot be overemphasized. Laping suggests we pick something that is usually not measured, such as trust or morale. Talk to a team member with whom you have not had a conversation for a while. You may be surprised by what you learn. Laping has a powerful quote, “Numbers are a rearview mirror, not a windshield.”

In a previous Reflections, Dr. Singh discussed the introduction of Artificial Intelligence into our profession. In the coming years, I believe it will revolutionize many aspects of dentistry. The business aspect of practice will become more efficient. Scheduling, accounting, third-party payor interactions and patient communication will be strengthened. As many of you have found out, some of these processes have already been instituted.

However, one of the most important aspects of dentistry and healthcare is human interaction. In one of my first Reflections, I pointed out why companies such as The Ritz-Carlton and Lexus were top-rated among consumers. Their customer service is unmatched. As the leader of your practice, you can choose the technology and AI that can contribute to productivity. As Laping suggests, consider one aspect of your practice, such as patient check-in. You may want to ask if your office systems are designed for your convenience or your patients?

I would propose examining each component of your practice. Human interaction is critical to success. It not only applies to our patients, but to our colleagues and team. Laping points out that human interaction shows you care. It creates trust. And it may be a reason a patient does not return to your practice and never tells you why. It begs the question, “Are we all working together?” Leadership comes in many forms. Chris Laping is one of my favorites.

As always, thank you for being a part of organized dentistry. Your comments are encouraged and always welcome.