The Business of DentistryKPIs

What type of Business is Dentistry?

It is the Business of Relationships!

Definition of a Relationship: Two parties agreeing on the same course of action.

The Relationship Effect

The relationships we establish and grow internally amongst our teams

and with patients and families, affects every business metric.

• We want the two parties agreeing on the same course of action

happening more often than not.

• We are not going to reach 100% across the board, it is humanly

impossible.

• However, if a business metric is not optimal or at best practice, we

have an opportunity to grow.

What does business growth mean to us?

It means that children are receiving the care our

providers are recommending.

Shared Purpose: Helping children achieve a lifetime of

great oral health.

The Perfect Patient

The Perfect Patient/Parent:

• Is on time to appointments

• Never misses an appointment

• Accepts our recommendations- Recare every 6 months, treatment needs,

orthodontic consultations

• Pays on time and with a smile

• Provides excellent reviews

• Refers friends and family

How do we know we are growing or have an opportunity?

We analyze Key Performance

Indicators.

The D4C Patient Lifecycle

New Patient Growth

Patients/Parents referring friends and family.

• 5000 Active Patients x 15% attrition rate: 750• Grow the patient base by 3% New Patients • 5000 x 3% growth rate: 150• 15% Lost + 3% Growth Rate= 18% • 750 Lost + 150 Growth Rate= 900 Patients• 900 ÷ 12= 75 patients/month

Best Practice is 18% YOY growth.

Retention

Patients/Parents understanding the value of hygiene care.Once a patient receives a hygiene service in the practice (D1110 or D1120) a due date is attached to their record. From there, they fall into 1 of 3 categories below.

Patients Scheduled (Scheduled from Today’s Date to a Year from Today) + Patients Future Due (Due Date from Today’s Date to a Year from Today)+ Patients Past Due (Due Date from One Year Ago to Yesterday)= Total Active Patients

Patients Scheduled ÷ Total Active Patients × 100%= Retention %

Best Practice Retention is 85%.

Case Acceptance

Patients/Parents accepting the doctors’ diagnosed care.

Calculation (Codes D1351 to D9999):Diagnosed Treatment + Completed Treatment= Total Treatment

Completed Treatment/Total Treatment= Case Acceptance

Best Practice Case Acceptance is 85%.

Collections Ratio

Parents understanding and adhering to the financial investment in their child’s dental care.

Net Collections ÷ Net Production= Collections Ratio

Best Practice Collections Ratio is 98%.

What drives the KPI?

How Is Orthodontics Different?

The Perfect Ortho Patient/Parent:

• Comes in for first visit at age 7 or when recommended by pediatric dentist

• Accepts Treatment Recommendation or follows observation

recommendations and appointments

• Pays on time and with a smile

• Is on time to appointments

• Never misses an appointment

• Follows care instructions to limit emergency

appointments and treatment delays

• Provides excellent reviews

• Refers friends and family

• Wears their retainer!!

Utilizing OrthoKPIs

Next Steps

1. Elise to send out retention and case acceptance data sorted; red, yellow, green2. Create an action plan to focus on for May with your teams3. Utilize your resources!

a. https://d4cpracticedevelopment.com/recare-strategy/

b. https://d4cpracticedevelopment.com/case-management-strategy/

4. Partner with your Field Support Manager and strategize on training & development5. Coming soon is a toolkit for Pedo Case Acceptance; Ideal Case Presentation, Role Playing Tools, Doctor’s Involvement, Scorecard