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A Communication Tool for Increasing Productivity
During a football game, the coach calls for a huddle, during which players quickly psyche themselves and review the strategy for the next play. In a dental practice, a ten minute morning huddle allows us to anticipate problems that may arise and concentrate on proactive solutions that will smooth the rough spots and eliminate stress. The morning huddle is extremely important for the well-being of every practice -- because it accentuates the fact that daily production is a part of a yearly goal. Because we can control annual production only one day at a time, we need to make each day count.
You must adhere to some strict management guidelines when orchestrating the morning huddle:
- Everyone should be present.
- Set and maintain a positive tone.
- Begin promptly and end promptly.
- Make sure the huddle is not interrupted.
- Check your answering machine before the morning huddle.
- Have a written agenda.
- Come prepared with charts, schedules and appointment books.
- Remain standing -- the huddle is meant to move very fast, so there is no time to become comfortable.
- Don't tolerate negativity.
Though every practice should set specific criteria for its morning huddle agenda, three important components should take top billing:
- Numbers -- Define practice productivity, which should be addressed at every morning huddle. Review yesterday's productivity. Check today's overall production schedule and hygiene production schedule. Review month to date productivity, and assess whether goals are being met. How many patients were seen yesterday? How many patients are being seen today? How many patients are due for X-rays? How many patients started or completed periodontal programs? Did we have emergency patients yesterday? New patients today? Referrals?
- Dollars -- Define practice profitability. Review yesterday's collections and month to date collections, and assess whether goals are being met. What is the dollar amount of treatment plans presented yesterday? What is the dollar amount of treatment plans accepted by patients yesterday? Is the ratio acceptable? If not, what should be corrected? Review financial arrangements made yesterday and those projected for today's patients.
- Scheduling -- Determine both productivity and profitability. Check telephone messages before the morning huddle to see if any of the messages will affect the day's schedule. If someone has cancelled, can someone else be called for an appointment? If someone wants an emergency appointment, what is the best time to have that person come in? If someone on the team has down time, can that person help smooth things for another department or the practice in general?
Before ending the morning huddle, ask team members what can be done to make the day better. Always end the morning huddle on a positive note. Remind team members they are terrific, and they will be happy to prove it to you. Everyone will have a great day.
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