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July 31, 2020

Implementing & Sustaining Change!

Implementing & Sustaining Change! 

“Insanity is doing the same thing over and over again and expecting different results.” ~ Albert Einstein

I love this quote because it reflects what I often see when working with dental teams. A current system or protocol is no longer working and holding the team back from excelling. Yet it continues to be done the same way. When I ask why the usual response I receive is; “we have always done it this way”!

Similarly, our level of performance in life is defined by our willingness to question and challenge the status quo. We get good at something and it feels comfortable. Comfortable feels safe and is the downfall of excellence. Stop doing what you do just because it is comfortable and challenge yourself to excel.

A team meeting format including the following three steps is an effective way to review, evaluate, and update current systems and protocols.

Step One:

Establish a clear vision for what you want to achieve.

Start by asking; how can we do this in a way that will improve effectiveness, efficiency, and enjoyment? What does the change look and feel like? Define even the smallest details. I am going to refer to your vision as your boat. Describe your boat. What does your boat look like? When and where is it going? How fast is it going? What crew members do you need? What are their roles? What capabilities do you want them to have? What character traits do you want them to demonstrate? What is the purpose of your boat?

Step Two

Create a systematic step by step action plan for all training, tasks, and responsibilities necessary to achieve the changes.

Introduce one idea at a time and go deep enough to resolve any obstacles and create a step-by-step action plan. Avoid doing a data dump of many ideas left unresolved that you must continuously revisit. Be precise, practical, and realistic with the action plan.

As a team discuss and decide on the following:

·     Who on the team is going to do it

·     Which patients will you do it for

·     When

·     Where

·     Why

·     How

Also evaluate whether you have enough time and people to accomplish the action plan. If not, what changes would you need to make in order to succeed?

Most of us want to excel at what we do. It’s the unrealistic expectations that often get in the way. For example, let’s say the goal is to deliver an over the top experience to patients checking in as well as patients calling because it is the first interaction and impression most patients have with the office. If there is only one person handling all the calls and checking every patient in they are limited in the amount of time and attention they can give any individual patient. The limited staffing coverage impedes them from excelling. Another example is adding an additional procedure to a hygiene appointment protocol that is already at capacity. Either add time to the appointment or remove a procedure. These are examples of unrealistic expectations that can frustrate even the best of employees to the point where they lose their passion to excel. We are setting them up to fail. It is important to always evaluate time and staffing and set precise, practical, and realistic expectations to empower the team to excel!

Step Three:

Establish accountability.

Accountability starts with everyone agreeing to support the change and being held equally accountable to the ideas, systems, protocols, and standards. No double standards for anyone including the doctor or manager or you divide the team. Doctors and managers sometimes shy away from addressing what’s not working or not being done to the standard. Often to avoid what they believe to be micromanaging or conflict. This only delays what would have been a simple conversation and allows the situation to fester until it is ready to blow at any time! If a non-supportive behavior or attitude does not get addressed by the doctor or manager, it may be considered acceptable by the team. Address any concerns with attitude or behavior as soon as they happen (within a 24-hour period if at all possible). It is important for the entire team to maintain the new ideas, systems, or protocols. There is no individual opt outs! If something is not working for an individual, rely on the team to help to resolve. You may find other team members have difficulty as well and it may be necessary to adjust the protocol. Sometimes things look great on paper and yet don’t work well in real life.

If we want to achieve more than we ever have in the past, we must be willing and open to change. Changing thoughts, beliefs, and habits can create a sense of groundlessness and uneasiness. Our first impulse will be to revert to old habits because they feel comfortable. Our goal is to hang in there until the change becomes a habit. The average habit takes 66 days. Make a commitment as team to support the new change for a minimum of 66 days before evaluating whether it was successful. Implementing and sustaining change is only a habit a way!

What is one thing you can you stop doing starting today that will make the biggest impact in implementing and sustaining change? What is one thing you can you start doing starting today that will make the biggest impact in implementing and sustaining change? In the end, change requires letting go of what we have always known and done to allow in something new!

 

Please visit www.PracticeSolutionsInc.net if you would like to learn more about how Judy Kay can help you cultivate a happier, healthier and higher performing culture.

July 1, 2020

The WE Team!

The We Team!

 I refer to the leadership in a practice as the We Team! The We Team may consist of the owner doctor or doctors, practice administrator, manager, team lead and any other leadership roles in the practice. However, I will be focusing my message on the doctor/practice administrator relationship. It is imperative to develop a cohesive We Team. Without cohesive leadership performance expectations will be ambiguous and the team will conform to the lowest standards or expectations. Before you hire a practice administrator (PA) make sure you are ready to support them. I do not mean just financially. Consider the following questions before starting the hiring process:

·     Can the practice financially afford?

·     Are you ready to let go of some tasks and not micro-manage?

·     Will you take the time to empower someone else co-lead your team and practice

·     Will you support your PA in front of the team (any disagreements need to be behind closed doors away from the team)?

The relationship between the doctor and PA will be confusing without open communication and clear expectations. Many doctors hire a practice administrator without having clear expectations.  They believe the PA can manage without direction. The only guidance given to the PA is to let them know when they are doing things wrong. This lack of leadership sets the PA up to fail as it is confusing for them and the team. I receive a plethora of different answers when I ask doctors and team members what they think is the role of a PA. The role varies greatly from practice to practice.

Doctors make a list of the tasks you would like your PA to do before you start the hiring process. This will enable you to write and ad that clearly defines the role. Or if you already have a PA and have not defined their role do it now. You can also use this list to discuss strengths and future expectations.

Clearly define your goals and expectations. I would suggest creating a task management list that include the following. For a more detailed list email me at judykay@practicesolutionsinc.net.

·     Personnel/team management

·     Overseeing patient management

·     Practice management/productivity/promotion

·     Property/facility management

·     Any additional duties

Doctors and PA’s before agreeing to work together discuss the following:

·     How well do your core values match?

·     How aligned are your passion and purpose?

·     How well does the PA’s strengths match the expectations of tasks and responsibilities?

·     Do you both understand and agree on the role?

·     Does the PA really want the role, and have the capacity to excel in the role?

 

I am blessed to have worked with hundreds of dental teams nationwide to help them build a happier, healthier, and higher performing culture with my Culture Camps. Here is a link to my Rise & Shine Culture Camps (https://www.practicesolutionsinc.net/culture-camp.html) The best results are dependent on having an aligned and cohesive We Team.

Start by clarifying your roles as a We Team.

Doctor’s Role:

The doctor’s role is to create a clear vision for the practice. Choose four core words that reflect the core values you want to have in your practice. They are important to define what they mean to you and prioritize. These core value words will help guide you and your PA in decision making. I have found that four core words are much more powerful and effective than a rambling vision statement. Email me at judykay@practicesolutionsinc.net if you would like my Core Values sample list.

PA’s cannot meet your management expectations without ongoing communication. Every doctor and every office are unique. How could the PA possibly know what you want them to do? Schedule adequate time to meet with your PA on a weekly basis. This will allow and opportunity for the doctor and PA to:

·     Focus on the big picture and long-term goals

·     Share thoughts and ideas

·     Discuss and problem solve

·     Review practice statistics and adjust goals

·     Share patients and team kudos and growth opportunities

·     Define marketing opportunities

·     Discuss current projects and timelines

·     Give feedback on PA’s performance

·     Support your PA when confronted by a team member

 

PA’s Role

The PA’s role is to support the vision of the doctor in words, actions, and attitude. Support by inspiring, engaging, and empowering the team to implement the doctor’s vision. Which is why it will be imperative for the We Team to meet on a weekly basis to get and stay aligned.

A PA’s role includes the following:

·     Sharing new ideas with the doctor

·     Monitoring practice statistics

·     Introducing new ideas to the team in a team meeting setting

·     Utilizing a process/system to implement the new ideas

·     Creating accountability processes

·     Resolving issues

·     Communicating with the entire team individually and as a group to keep everyone in the loop and aligned

·     Creative problem-solving schedule obstacles

PA’s capitalize on your first 90 days by meeting with each team member individually to build relationships. Review current systems and processes and ask for feedback from the team on what is working well and any obstacles. Implement new ideas that are a positive for the team and easily achievable. This will help your team view change more positively. Take time to communicate with the team daily to keep everyone aligned and in the loop. At least 30% of your time to be spent working with team members. Be transparent and follow through with what you said you would do to build high trust relationships. Schedule time for social outings to have some fun together which will go a long way in building good will for stressful times. Share your knowledge and expertise and provide resources to empower your team to succeed!

The We Team relationships that soar are those that consistently take time communicate what they need from each other to successfully co-lead.

 

March 24, 2020

Covid-19 Resources to Stay Safe and Sane

Covid-19 Resources to Stay Safe and Sane

Emotions are running high and there are many different opinions on the severity and treatment.  Dentists our burdened with decisions regarding patient care, their practice and team.  It is imperative that we not go into panic paralysis.  Instead let’s focus on steps we can take right now.

The lifter in me always looks for a rainbow after the storm.  The good news is that this storm will not go on forever.  We live in a very resourceful country.  There is a national focus (government and private sector) on generating an adequate supply of personal protective equipment, respirators and ventilators.  Our leaders are deploying ships and transitioning buildings to help beef up the health care delivery system.  Scientists are working on medicine to treat and prevent Covid-19 in the future.  Our current status may seem daunting.   However, we will not only survive this pandemic we will thrive and be more equipped to handle any potential future outbreaks.

I am saddened and frustrated and even angry at times.  Maybe you feel those same emotions as well.  Those of you who know me well know that I am not one to stay in the poor me victim mentality.  Instead I prefer to be a creator and act. Therefore, I have spent the last week reading and watching videos to learn as much as I can about Covid-19 to help keep teams and patients sane and safe.

Here are suggestions and resources (ADA, OSAP, CDC and Judy Kay) that you may find helpful in staying safe and sane!

Create a patient flow protocol with your team for when you are back up and running.

  • Consider what will make our patients feel safe, welcome and comfortable?
  • Intake protocol questions to ask
    • Have you traveled outside of the country in the last 14 days?
    • Have you had contact with anyone with confirmed COVID-19 in the last 14 days?
    • Have you had any of these symptoms in the last 14 days?
      • Fever greater than 100
      • Difficulty breathing
      • Cough
    • “Remember Mrs. Jones, if you’ve had the flu or a cold in the last 14 days or you’re not feeling well before your next appointment, please call and we’ll reschedule so you have time to recover.”
    • “If you have flu-like symptoms, or if you’ve been exposed to a sever cough or cold by someone you know, please call to reschedule your appointment to a later date.”
  • Utilize posters, signs & floor decal communication
    • Communicate hand hygiene, respiratory hygiene and cough etiquette
    • Place a sign at the entrance to your office and strategic locations to let patients know they can reschedule if ill
    • Use personalized floor decals to create social distancing.  Create a unique positive message about your safety on each decal. https://www.stickeryou.com/products/indoor-floor-decals/689
  • Emergency care of patients – if more than one doctor – create mini-teams that work separately in case of exposure.  It will prevent the need to quarantine the entire team.

Engage your patients during your down time – Try to touch base with your patients on a weekly in the following ways.

  • Contact (call yes call on a real phone) all patients that have been affected by the shutdown (canceled appointments).  Reassure them that you will be there in the future to take care of their needs.  Reinforce what you are doing to keep them safe in the future.  Share the protocols and patient flow processes you are implementing.
  • Share the same information in short bite-size pieces on social media and a blog on your website.  Take videos of team members utilizing standard universal precautions as well as new precautions.
  • Send an email and or letter to all your patients sharing this same information

Here is a great example of a letter my client emailed to their patients.

Coronavirus Update‼️‼️

Due to the recommendations from the President and the American Dental Association, we have updated our office hours and protocols to keep our patients and community safe. Read a list of our updates below.

Effective through _______, our office hours will change to _____________ for emergency/essential treatment only. Our goal is to help keep our patients healthy, keep dental patients out of the emergency rooms so that doctors can keep their spaces open for Coronavirus cases, and minimize the potential risk to our patients and staff.

We will continue to communicate to our staff and patients regarding our plan to return to normal business hours. Appointments will be rescheduled until April and May with additional dates/hours being opened based on the need to accommodate our patients in a timely manner once we return to a normal schedule.

Our practice has always followed the strictest protocols regarding infection control in the dental practice. During this time, we have increased our disinfecting protocol for waiting rooms and patient areas. Patients will be asked to utilize a “virtual waiting room” by calling the office upon arrival. They will be taken directly to a room, and our lobby will remain empty to prevent any unnecessary contact.

We have limited staff at this time and will only see one patient at a time to minimize exposure risk. Patients will be screened via phone, and those who are experiencing symptoms will be not be seen. Upon arrival, we will take patients temperature to make sure that those that we see are not experiencing any infection. We have phone lines open to handle your dental concerns until our schedule returns to normal.

 

We will do our best to accommodate you and ensure that you stay healthy and pain free! For dental pain, please contact the office at _______________

We appreciate your patience as we manage this unprecedented time. Our goal is to keep our patients safe and healthy. We are in this together! We look forward to serving you again soon!

 

Engage your team during down time – try to touch base with the entire team on a weekly basis.

  • Have weekly remote meetings (I like Zoom)– to connect and check in as well as discuss new protocols once you are back up and running.
  • Create clear protocols for airborne, droplet and contact precautions for clinical and business area.  What will do in addition to Universal Precautions?
  • Practice verbal skills, role playing and the physical walk-through.

 

We are all in this together.  The more we stand together and support one another the quicker we will rise above this storm.

“What If” Panic!

“What If” Panic!

The Coronavirus has created a state of panic.  The dictionary defines panic as; a sudden overwhelming fear, with or without cause, that produces hysterical or irrational behavior, and that often spreads quickly through a group of persons or animals.

We are reaping the results of panic behavior hoarding, which is triggering shortages of disinfectants, food and even toilet paper.  The shelves are bare in many stores.  Some are even limiting shopping hours to allow their team to catch up with the restocking demands.

The more we allow our imagination spin fears of what if, the more panicked we will feel.  We can spin ourselves into a frenzy.  A constant state of panic can spiral us into a depressed mental state.  It is vital for our mental health to change from fear-based thoughts to more positive action-based thoughts.

 

The average person has 60,000 thoughts a day.  Ninety five percent of our thoughts are redundant.  The same thoughts we had yesterday will be the same thoughts we will have today and tomorrow.  Eighty percent will be negative unless we are mindful.  What do you think about now on a day to day basis?  Our doubts, fears and worries can paralyze us.  What we think today, tomorrow and next month will determine our future health.  The stories we tell ourselves become the life we live.

When we have faith in ourselves, we follow our gut instincts that we are born with. We become more powerful when we trust ourselves. Decisions become very clear when we trust our gut instinct.  Ask yourself, what is factual and what is fear?

How many times have you changed your mind about doing something because of saying to yourself, “But what if this happens”? You just “what if’d” yourself right out of action. How many times has the fear of “what if” stopped you? The ironic part is that fear is only a negative prediction of the future. In most cases, what we worry about doesn’t happen. What happened, we didn’t even think about or worry about, and yet we still survived. It’s proof that worry is a total waste of energy and time. If we can learn to evaluate the real danger, as opposed to the perception of danger (what if), we will get a more realistic viewpoint and we will be less afraid to act.

Whether or not we act is based on our confidence in being able to handle the situation. Instead of worrying, think about an action plan. Having a clear plan will empower you with the confidence needed to act.

Imagine how much happier you would be right this second if the fear of “what if” did not rule your decisions. What would you do differently?

Action Plan – Here are action questions to help you stop the fear from stopping you. I suggest writing your answers down to make your plan of action more concrete

  • What is the worst-case scenario?
  • What is the best-case scenario?
  • What is the most likely thing to happen?
  • What action steps can I take if the worst thing happens?
  • What action steps can I take if the best thing happens?
  • What action steps can I take if the most likely thing happens?

Define measurable daily action steps.  Then breathe and take the next step!

February 3, 2020

Love Your Heart to Health!

February is Heart Month!  Most of us focus on the love part.  I am going to switch it up and focus on the health part.  It is the perfect time to learn about your risk for heart disease and the steps you can take to be healthy.  The perfect time to love your heart to health!

This has become extremely important to me as my husband Steve had several heart attacks in November.  We felt blind sighted. He eats healthy and works out most days.  Steve feels and looks healthy and goes to the doctor annually for checkups.  We were hiking daily in the hills of Sausalito two months prior to his heart attacks.  He felt great.  Everything seemed to be good.  We were utterly shocked when we found out that what we thought was indigestion was really a heart attack.

We feel very blessed that he survived.  The surgeons performed an Angioplasty resulting in placing two stents and opening other areas.  They refer to the 90% blockage Steve had as the Widow Maker.

We are so appreciative that several of my clients and colleagues suggested we read “Beat the Heart Attack Gene by Bradley Bale, MN and Amy Doneen, ARNP, https://beattheheartattackgene.com/. Reading the book has created a much better understanding of heart disease.  I followed up with reading “Mayo Clinic Healthy Heart for Life!”. which supports the same information. The standard of care is geared to treat end stage disease.  Who wants to wait until end stage? Instead, “Beat the Heart Attack Gene” focuses on prevention and what causes heart disease.

A quick checklist to see if it is time for you to request more thorough tests.

  • Waist measures 35 or more for women and 40 or more for men. (no this does not mean your belt size.)  Use a flexible (sewing) tape measure to measure.
  • High blood pressure – 130/85 or higher
  • Low HDL – less than 50mg for women and less than 40 mg for men
  • High Triglycerides – greater than 150
  • Fasting blood sugar greater than 99

If you have 3 or more of these symptoms don’t delay schedule an appointment today!  It likes 3 strikes in baseball…you are out!

 

The following tests are highly recommended by Amy Doneen and Dr Bale if you strike out.

  • A Cholesterol Test. A high LDL has been the focus on cholesterol as standard of care.  The more important cholesterol number is your total cholesterol and HDL ratio (TC/HDL ratio).  Divide total cholesterol by HDL.  Based on studies they consider a TC/HDL ratio of 3.5 a desirable target and number below 3 to be optimal.
  • An Oral Glucose Tolerance Test (OGTT) to monitor how your body responds to sugar after fasting.
  • A Carotid IMT test to check plaque levels in arteries.
  • A blood test for Lipoprotein A
  • A Coronary calcium scan
  • A Genetic makeup test to test for the heart attack gene 9P21

Doctors will be able to take a more preventive approach once they know the results of these tests.  The treatment will no longer be based on the average person but instead customized to your specific health needs.

Love you heart to health!

January 1, 2020

New Year! New Attitude! New Life!

I love January and the start of a fresh new year!  A year of positive possibilities and opportunities!  You might want to check your attitude if you aren’t happy with your current status.  Your lifestyle reflects your attitude.  What is your attitude about life?  Do you just get up, go to work, come home and go to bed?  Or are you looking for something more out of life?  Change your attitude change your life!  Just as you can’t plant squash and expect to harvest carrots, you can’t have a negative attitude and expect a positive outcome.

One of the best ways to change your lifestyle is to change your attitude in how you start your day. How do you think and feel when you first wake up in the morning?  Your thoughts set the tone for the day.  If your first thoughts in the morning are: “Oh, I’m so tired. It’s too early to get up.  My eyes won’t even open.  I’ll just hit snooze and lay here . . . just fifteen minutes . . . just fifteen more minutes,” you’re off to a slow… negative start.

Instead, change your story.  When the alarm goes off immediately jump out of bed.  Tell yourself and anyone listening, I am going to make it an awesome day.  I am ready for whatever comes my way today.  Your brain believes what it hears.  Look for things to celebrate in the moment.  Focus on what is good or positive.

It’s time to step across the threshold into your office.  Be mindful of your attitude as you enter.  Stop at the door and give yourself a pep talk if necessary.  Whatever attitude you bring to work affects the culture and the entire team.  Smile and warmly greet your coworkers.   These are the people who have your back!  Treat them with kindness and respect.  Just because you can get by with unfiltered behavior doesn’t mean it’s okay.  The better you treat others the better you will feel!

Happily, help others throughout the day.  It doesn’t matter how well you do your job if you don’t support your team when needed.  Everyone loses if a patient leaves the practice because of a bad experience.   It’s not for us judge whether a coworker is worthy of receiving our assistance.  For example, being unwilling to help because we think the other person doesn’t work as hard or as fast as we do.  Our job is to do whatever it takes as long as it is legal, ethical and within our licensure…from the moment we check in to the moment we check out.  Even if it means helping others that we may not necessarily like.  We are to treat people based on who we want to be as a team instead of judging whether they are deserving.

We must never forget that it is a privilege and an honor to be able to work in the dental industry.  Don’t get lost in the muck of the mundane of daily tasks.  Instead focus on the opportunity to change peoples’ lives.   We help create beautiful smiles.  A smile is the number one connector in any language!  Our patients become more confident when they have a beautiful smile.  We help people chew food which enables them to maintain better health.

Check in with each other at the end of the workday.  Does anyone need help before you leave?  A fond farewell is just as important as warm greeting in the morning.  A warm greeting and appreciative farewell are great bookends to help make it an awesome day!

When we mindfully choose a positive attitude, we create a positive path of thinking.  Our positive thoughts today create a positive reality tomorrow.  We do create our own lifestyle!

December 2, 2019

It’s Time to Celebrate!

December is the perfect time to remember to celebrate our gifts.  I am not referring to the gifts under the tree.  It’s time to celebrate all the things already in our life.  The more we celebrate the more joy we will feel.  We truly get happier when we celebrate life every day. There is a power in celebration. Celebration lifts our spirits and empowers us to instantly feel happier.  Celebrate even in the little things in life instead of taking them for granted.

Our health is a big gift!  Many of us go through each day without even thinking about our health let alone feeling grateful.  We focus on and complain about the little aches and pains.  It isn’t until we really get sick or injured that we truly appreciate our health.  The moment you wake in the morning give thanks and praise that you woke up.  Live each day celebrating the gifts of health and life!

Our work is a gift that gives us purpose.  Instead of seeing it as a gift, we may get lost in the muck of the mundane.  Work becomes something to survive until the weekend.  It isn’t until the normal days and simple activities are taken away, that we change our outlook.  Celebrate the blessings in your work every day!

Our family and friends and colleagues (including the furry ones) are gifts that are often taken for granted.  We act as if they will always be with us.  We take the filters off and treat them disrespectful or unkind.  Don’t miss a moment to show your people and pets how much you love them and appreciate them.  Celebrate the gift of them being in your life!

We have been given so many gifts.  What would you miss if it was no longer?  Whatever it is, stop and take a moment to give thanks and praise.  Whatever you would miss is a gift.  Get in the habit of celebrating all the gifts in your life.  Making a list of our gifts is the perfect way to celebrate the holiday season. Take a moment to start and end your day celebrating what you are grateful for each day.

 “Everything is here until it’s not… celebrate every second!” ~ Judy Kay Mausolf

Let’s take a moment and practice celebrating by doing a TA-DAH together! On the count of three, I want you to smile, throw your arms into the air and shout with passion in your loudest voice… “TA-DAH!”

November 1, 2019

The Power of S.P.F.!

The Power of S.P.F.

“Every moment you make a choice of what you want to keep, and what you want to let go of

…and that’s how you write your story!”

~ Judy Kay Mausolf

Here is the biggest secret about staying positive in difficult times.  It does not take superpowers.  It is simply a clear understanding of the power of focus.  “Our focus creates our attitude.”  If we focus on the positive, we will have a positive attitude.  If we focus on the negative, we will have a negative attitude.  Life seems positive when we focus on and our grateful for what is already in our life.  Life seems negative when we focus on what we believe we are missing.  The reality is we can find a reason to be happy and feel good every day.  It is simple but not easy to do.  Focus on what is good and right regardless of how simple, normal or mundane it may seem.  See the value even in the little things.  Don’t take anything for granted for it could be gone in a heartbeat.  Practice giving thanks and praise daily for what is already in your life.

It is human nature to emphasize the negatives and downplay the positives.  We are drawn to the negative!  Just look at the news and the shows that get coverage in the newspaper, magazines and TV!  Drama and negativity draw the biggest following.  There are very few shows that highlight the positive.  Negative is what sells!  The sad truth is it is not in our nature to focus on the positive!

However, we can shift and change by developing S.P.F.!  A Super Positive Focus!  Focus on what is already in your life and your world and appreciate it.  Think of three positive things in your life right now.  It becomes much easier to do this if we embrace these simple facts:

  • Life is uncertain
  • Life is unexpected
  • No one owes us anything
  • Life changes in a moment

Once we embrace these facts, we will learn to appreciate what we have and what is regardless of what has happened and what isn’t.  Regardless of how difficult a situation may get you can always find something positive to focus on.  Even if the only positive is the lesson learned.

I am often asked how I stay happy and positive.  I will share with you that it is not only because I meet nice people.  I meet some of the same people that you meet who are not always so lovely!  It’s also not because my life is perfect or that everything is easy.  I have had many difficult times and things don’t necessarily go my way.  Instead it is a choice I need to make every day!  It’s a mindful choice to focus on finding the good in every moment.

I created two orange power bands as a reminder that we can choose to be positive and happy!  One reads “Smile & Shine” and the other reads “TA-DAH”!  I give out thousands to my clients and audiences every year.  I wear one every day as a reminder and ask others to as well.  They are available on my website at www.PracticeSolutionsInc.net.  Wearing a power band can help us create a positive attitude.  A positive attitude is extremely powerful and wide spreading.  A positive attitude uplifts the mindsets of the giver, the receiver, and everyone in the vicinity.s

July 1, 2019

People Before Profits!

This message is focused on the management style of great managers! The reference to managers includes dentists as they may either manage or support the manager.  What I find at the core of all great managers is the viewpoint of putting people before profits. It’s often a huge change in mindset for many to shift the focus from profits to people. The ironic result is that the profits are much greater when we focus on people not profit. Great managers do the following to exemplify the principle, “People before Profits”. 

Clarify core values and eat, breathe and sleep them. In other words live them by example modeling the waddle. I suggest limiting core values to no more than four or it becomes confusing for the team. Please email me at JudyKay@PracticeSolutionsInc.net if you would like to receive a sample of core value words. 

Hire and keep people based on character as well as skills sets. Never sacrifice character for skill sets. Toxic Performers (people who are highly skilled and toxic to their co-workers) are not welcome to become or stay as part of the team regardless of their level of skill and longevity. 

Develop a training program with defined weekly growth expectations. Conduct weekly growth reviews with the new team member for the first 90 days. The growth review is a discussion of accomplishments, obstacles and opportunities an how to help the new team member to succeed. The focus is on catching people doing things right and showing recognition versus catching people doing things wrong and criticizing.  

Establish a schedule that is a realistic pace centered on patient care and service and not just the bottom line. It is essential to provide consistent exceptional service and care to patients and move at a speed which the team can be accurate, detailed and complete without running into the next appointment.    

Don’t kick the dog. In other words point the finger and look who can be blamed when the wheels fall off. Which they most certainly will some days! Instead co-create as a team…what can be done next time to keep the wheels on! The question to ask is, “So this happened so now what could we do?”  

Communicate using positive constructive conversations that build others up instead of criticizing and tearing down. A good conversation starts with showing appreciation for 3 positives per one growth opportunity. A great conversation includes 5 positives per every growth opportunity. People have a tendency to highlight what they don’t like and take for granted what they do. What is amazing is once the focus becomes seeing the positive the negative often seems very small in comparison. People lean in and try harder when they feel good about their accomplishments. People shut down and stop trying when they feel bad.  

Include the entire team in the decision making process. People want to know that their ideas are heard, understood and at least considered. Thoughts and opinions must matter to management in order cultivate creators versus victims. A huddle or team meeting setting where most can attend is the perfect setting. Before implementing any change always get feedback from the entire team. Discuss potential obstacles and the opportunities to overcome.  The bottom line is valuing people over profits will boost the practice culture, patient experience and the bottom line! A triple win!

Please email me at JudyKay@PracticeSolutionsinc.net and put R.I.S.E in the subject line if you would like to receive my R.I.S.E. Implementation Process white page.  

 

June 1, 2019

Is Your Practice Out of W.A.C.K.? Get Aligned! Part 2

In Part 1 of “Is Your Practice Out of W.A.C.K.? Get Aligned!” we defined the 3 levels of performers and top 6 stressors that reduce engaged rowers into lazy riders or disrupting resisters. In Part 2 we will illustrate the acronym W.A.C.K. to re-align, re-engage and re-ignite your culture!

W.A.C.K. is an acronym for:

  • We Team
  • ABC Standards
  • Core Values
  • Kudos Culture

The W is for We Team. The We Team is made up of all owner/partner doctor(s) as well as the practice administrator. I suggest We Team’s schedule weekly We Team meetings. The practice administrator becomes the designated point of entry where the team brings all questions, requests or concerns. They are to share the questions, requests or concerns at the We Team Meeting. The We Team discusses and come to a decision or solution. The practice administrator shares the We Team decision or solution with the team member(s).

The A is for ABC Standards. ABC standards are standards for attitude, behavior and communication. Creating ABC Standards together as a team will help align the team and cultivate a service culture that is happier, healthier and higher performing! ABC Standards increase clarity, unity, accountability, consistency, level of service, and your business reputation; while preventing the chafing and disagreements from assumptions and opinions of who is right and wrong.

Have a team meeting with the entire team to discuss ABC Standards for your practice. Ask each team member to share what they feel they need from each other to be able to work together better. I find using a big easel pad with markers to write down the responses helps to generate more participation.   Be specific and define what it means in words, actions, body language and tone of voice.

The C is for Core Values.   Doctors it’s very difficult to get your team aligned if you don’t know who you are and what you stand for.   What 4 words in order of priority describe your core values for your practice? Would other people be able to recognize those values in your practice? For example, my 4 core words in order of priority are: Lifter, Authentic, Happy, and Committed. Doctors if you don’t know what yours are stop reading and take some time to reflect. They are important to know because they will help guide your team in their decision making to align with your goals and objectives. Core values become a blue print on how to live and work together. Every action or attitude is to be examined before proceeding. Does this action or attitude support the core values of the practice?   Which takes us to the fourth fundamental.

The K is for Kudos Culture. A Kudos Culture is showing appreciation to nurture value and purpose. Value and purpose are what reignite people!   It starts with the entire team knowing and be aware of what is good and right in their practice.  We often see what’s negative and wrong with each other.  Instead, focus on what is good and right and verbally reward those behaviors with statements such as “I am proud of you”, “Great job”, “Way to go” or even a simple “thank you”, or “kudos”.  In a very short time, everyone will begin to feel recognized, important, and cared about because they know they are being seen and praised on a daily basis.  I love this kudos stuff because it really works.  It only takes one person to get the ball rolling in the right direction.  The person could be you!  You don’t need permission to start.  Just reward what is good and right such as good moods, good attitudes, uplifting mindsets, even just a smile.  I’m not talking about sappy, disingenuous gushing!  I’m talking about simple, heart-felt appreciation. Show appreciation for other team members’ attitude, actions or behaviors by implementing following steps:

  • Show your appreciation as immediately as possible after the event or action you want to point out and reinforce.
  • Be specific. Avoid general clichés and statements.
  • Mention how the action or behavior was personally helpful or supports the team vision, values, and purpose.
  • Keep it brief. Long, detailed compliments can be uncomfortable and sound fake.
  • BE GENUINE!  This isn’t about being insincere to manipulate others.
  • Ask if there’s anything you can do to provide further support or service to that person or team.

You will be surprised how quickly appreciation fires up the team! Implement the four WA.C.K. Fundamentals in your practice and re-align, re-engage and re-ignite your team!

Email Judy Kay at JudyKay@PracticeSolutionsInc.net to receive your copy of Appreciation & Celebration. Type in Appreciation & Celebration in the subject line.

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