Published on August 8, 2018
By: Trude Henderson
You must always remember that, essential as it is, technical competence will not by itself enable your dental practice to realize its full potential. From our own experience, we have concluded that practices only become sustainable when their leaders model a service-oriented culture and seize opportunities beneficial to all stakeholders. This includes pinpointing and solving problems as swiftly as possible and then preventing their recurrence.
You solve a problem when you understand the relationship between cause and effect and then take appropriate action. High Reliability Organizations (HROs), defined as “an organization that conducts relatively error-free operations over a long period of time, making consistently good decisions that result in high quality and reliable operations,” [i] have a knack for problem-solving and communicating as a group, and do everything in their power to help prevent recurrence. What sets them apart is that they are consistently good. Their leaders encourage feedback and problem-solving in the work area, as opposed to the occasional conference room meeting, when appropriate. This is important for dental practices because rapid and effective problem-solving results in a better customer experience, lower costs and a stronger overall brand.
Below are 4 types of problems that dental practice leaders should consider addressing in the work area, as they arise, as opposed to the occasional conference meeting.
[ii] (Babcock & Wilcox Technical Services LLC, 2008)
[iii] (Shingo Institute, 2016)
Read our other articles regarding High Reliability Concepts below:
Ten Steps You Can Take Right Away to Improve the Reliability of Your Dental Practice
High Reliability Concepts: Insights of Value to any organization.
Trude Henderson is the co-founder of ToothFairy, a startup elective dental and medical practice improvement software company which delivers an unparalleled customer experience that inspires delight, loyalty and positive emotional connections to improve the lives of patients and the practices they visit. In 2016, she was the first to introduce High-Reliability Organizational Concepts to the dental industry. For questions, contact her directly at Trude@GetToothFairy.com. Follow Trude on LinkedIn: https://www.linkedin.com/in/trudehenderson/ (no email required).
Go to ToothFairy's website: www.ToothFairySoftware.com.
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