A patient’s feeling of comfort and trust is increased when you demonstrate you appreciate your team.

Showing appreciation to your team in front of patients demonstrates you respect the people who support you in serving patients. This only raises their opinion of your quality of care.

• When patients witness you calmly moving through moments of stress with instructions to your team delivered in a calm tone, a smile, and thanks, it speaks volumes to patients who are eager to have confidence in their care.
• When you spend time informing team members well and empowering them with knowledge of “the why” of your diagnoses and treatment plans, they naturally and appropriately prepare patients for your case presentation, answer questions, and encourage patients to move forward. Expressed gratitude for this support is a positive affirmation that creates growing team confidence, competence and job satisfaction. And this fosters a happy work environment and employee retention. Patients are highly attuned to team happiness and are relaxed among your loyal team members they have come to know. Again, this increases trust.
• A team’s feeling of appreciation will be undermined, and individuals easily become stressed when they are chronically overworked or asked to perform tasks they are not well prepared to do. Be alert to lead them through stress with assurances and demonstration that you care enough to take measures that will restore work balance and comfort.

There are multiple situational stresses that occur every day in your practice that produce the flow of stress hormones, 112 of them to be exact. And when there are stress hormones building up in the bloodstream, the physiological and psychological consequences are noticeable to patients. Fortunately, PankeyGram readers and participants in Pankey Institute courses and study clubs receive a constant flow of fine examples of colleagues showing appreciation for their teams. Showing gratitude doesn’t always have to be done in a big way or at great expense. A positive spoken affirmation in any given moment is going to release some oxytocin. And that’s what we want!

There may be times when you see an unfamiliar brand of material on the tray before you. If you do notice, it’s likely because the brand of this particular material has come to matter to you.

You know the brand you prefer is predictably reliable, and you have worked with it a lot.

A while back, I went to take a Centric Relation bite record for a patient so we could fabricate an occlusal appliance. After I dried the upper teeth and reached for the bite registration silicone, I realized it was an unfamiliar material in the gun. While trying to complete the procedure, I rotated the gun to read the label. Sure enough, it was bite registration silicone, but not a brand I had used before.

After the procedure was completed and the patient dismissed, I found a few minutes to talk to my assistant that handles ordering. She has been very effective in managing supplies and an incredible team member. I started with a simple question that I hoped would not sound accusatory. “That was a new bite registration material I haven’t used before.” She was pleased to say the brand was less expensive and they were having a special, so it was even less expensive than usual.

Now many of you might think all bite registration silicone is created equally, and I learned my assistant thought so as well. Her cost-saving thought process works well for many for the things we use in the office where I don’t have a brand preference, such as 2 x 2 gauze. However, I do have a strong brand preference for bite registration silicone. They are not all the same hardness, and they do not all have the same set time or moisture tolerance. This was not the staff member’s fault because I had never communicated this to her.

This has prompted me to take a moment, sit with my staff and go through the materials we order and identify any other places where my preferences are very brand specific. While doing this, I explain why I have each preference.

From time to time, I try new materials and brands of materials, adopt some and reject others. My preferences change. Therefore, I offer this little story to remind myself and to suggest to others that we periodically review with our teams the brands we like, the ones we don’t like, and the ones we would like to try.

Dentists in private practice face a myriad of uncomfortable problems that force us to find solutions or… S L O W L Y burn out. Do any of these resonate with you?

• Ineffective marketing for attracting the type of new patients you need and want
• Interpersonal problems among some team members
• Difficulty budgeting for and incorporating new technology you want to embrace
• Lack of energy to monitor your practice systems and staff
• Insufficient time for yourself and your family
• Overall fatigue

Hark, the Mind!

Often times, the problems we face in our practices are the result of our own “stinking thinking.”

I recently retired at age 60 after practicing for 28 years as a solo practitioner in Wolfeboro, NH. Over the years, I went through my fair share of issues but found a way to thrive with the influence of programs like The Pankey Institute and Dawson Academy. I focused on developing deep relationships with my patients and team. So, when I say your life and your practice will be more productive and fun when you live your life in alignment with your Values, your Vision, and your Voice, I speak from experience.

To makeover your “thinking,” you’ll need to engage you mind and consider these three Vs.

Values – Exercises 1-3

Values are the non-negotiables in our lives. These are the things that are most meaningful to us, things we would “go to the mat for.” They are personal and unique for each of us, for example, honesty, integrity, transparency, spending time with family, etc. Some practice values might include technical excellence, timeliness, cleanliness, appreciation, efficiency, scheduling sufficient time for conversations with patients, and fiscal responsibility.

So why are values so important? When violated, our personal and practice lives will be “out of whack.” Frustration, anger, helplessness, and despair are some emotions we might feel. So, start with Exercise 1.

• Exercise 1. Take an inventory of your values. Make a list of what’s most important to you, as many as come to mind. Then choose your top ten and prioritize them. Once you know what’s most important to you, figure out the steps you need to take to make them a reality.
• Exercise 2. Do Exercise 1 with your team. Have them each identify and prioritize their own personal values.
• Exercise 3. Combine your findings and do the same exercise with your team to identify your shared practice values. This exercise alone will propel you and your team forward towards a more fun and productive workplace.

Vision – Exercise 4

Once you and your team know what you value the most, write out the vision for your dental practice. As you write out your practice vision statement, think about how you want to practice and what the ideal team member looks like. Think about your practice setting and how you want to relate to your patients. Get a clear picture in your mind, write it down, and then communicate it. You should be able to articulate it clearly and succinctly if someone asks you, “What is the vision for your practice?” Stating your practice vision should be as automatic as breathing.

Voice – Exercise 5

When you know who you are (your values) and how you want to live (your vision), your thinking changes­­–and with it your voice. Your words and actions will become authentic, intentional, and magnetic. Patients will be attracted to you and your staff because you are “the real deal.”

A “Magic” Process

The five steps to establishing your three Vs compose a highly effective process that bonds team members and clarifies a common direction for your team, as well as your office systems. Many times, we are tempted to evaluate and make changes in office systems when we are faced with problems. What I learned is that, as you strive for more happiness, more joy, and more financial success, looking at “The Three Vs” first, before looking at the office systems, is optimal. In my practice life, we took a fresh look at our three Vs frequently.