Online Practice Management Solutions for Dentists TRANSFORMING PRACTICE MANAGEMENT Watch on Full Screen

Online Practice Management Online Practice Management Solutions for DentistsSolutions for Dentists

TRANSFORMING PRACTICE MANAGEMENT

Watch on Full Screen


Patient Satisfaction

Dentist Satisfaction

What Is a Primary Driver in Patient Satisfaction?



Money PatientsBusiness Management Staff Profession

Improve Dentist Satisfaction - Improve Patient Satisfaction

What Determines Dentist Satisfaction?




Money PatientsBusiness Management Staff Profession

Profit Planning Kit-Budget and Spending-Production Performance

Wealth Accumulation

onPARC’s Dentist Satisfaction Survey Reveals the Basic Areas of Dissatisfaction and Guides the Dentists

to Online Tools that Help Resolve Underperforming or Failing Areas.

onPARC’s Dentist Satisfaction




Money PatientsBusiness of Practice Staff Profession

Profit Planning Kit-Budget and Spending-Production Performance

Business Performance

Risk Assessment-Regulatory Compliance-Chart Review





Performance EvaluationsAssistant Receptionist

Hygienists Business ManagerTreatment Coordinator

Staff Satisfaction





Patient Satisfaction-Parent-Patient -Referral Satisfaction





Wealth AccumulationDentist Satisfaction


Who is Who is onPARC?onPARC?


Principals

Dr. Marc Cooper, DDS, MSD

Dr. William Hayden, DDS, MPH

Dr. Daniel Shugars, DDS, Ph.D., MPH

Mr. Chris Creamer

AdvisorsDr. Mike Farley, DDS

Dr. Lee Harris, DDS, MBA

Dr. Mark Silberg, DDS, MSD

Dr. Gary Latham, PhD

Mr. Brock Dumont

Technical AdvisorsDr. Daryl Rasmussen, Ph.D.

Dr. Pam Smith,Ph.D.

onPARC’s PeopleonPARC’s People



What is What is onPARC?onPARC?

onPARC onPARC is a privately held company thatis a privately held company that

provides a technology utilizing online provides a technology utilizing online

surveys and assessments that structure and surveys and assessments that structure and

automate core areas of dental practice automate core areas of dental practice

management. management.

onPARConPARC’s surveys assess, report and ’s surveys assess, report and

deliver actionable recommendations on the deliver actionable recommendations on the

core business elements of a dental practice.core business elements of a dental practice.


• onPARConPARC is an ASP - Application Service Provider.

• onPARConPARC designs and delivers surveys that assess and report on the regions of dental practice required for successful business performance and satisfied personnel and patients.

• onPARConPARC provides training and direct support to

implement surveys and assessments successfully.

onPARC’s Business ModelonPARC’s Business Model


• Saves losing patients. Enhances attracting new ones.

• Informs dentists where and what to work on to improve business performance - make more money.

• Improves staff management - staff satisfaction, retention and performance.

• Addresses risk management - regulatory compliance (OSHA, Infection Control and HIPAA) and credentialing (chart review).

• Offers reliable, economical and reproducible practice management diagnostic tools and industry benchmarking.

onPARC’s Value Proposition for DentistsonPARC’s Value Proposition for Dentists


• Provides clear “value added” services to participating dentists.

• Reveals to network dentists, dental directors and executives specifically where problems exist within dental practices.

• Defines necessary conditions for improvement.

• Offers specific recommendations how to correct or adjust poorly performing areas identified in the surveys.

• Allows comparison of results over time - quality improvement (CQI).

• Improves patient, staff and dentist satisfaction.


onPARC’s Value Proposition for onPARC’s Value Proposition for 33rd Partiesrd Parties

• Allows for an economic, reliable, easy-to-use, scientifically valid, unbiased, third party assessment of a dental practice - patients, staff, business processes and dentist him or herself.

• Increases client or prospective client’s trust of consultant’s recommendations.

• Improves client compliance.

• Improves impact and velocity of consulting interactions.

• Increases marketing and sales of consulting services.

onPARC’s Value Proposition ConsultantsonPARC’s Value Proposition Consultants


How does How does onPARConPARC measure up? measure up?

ASSESSMENTSPROVIDED

onPARC Press-Ganey

AmericanDental

Association

Delta Dental

Patient Satisfaction YES YES NO YES

Staff Satisfaction YES YES NO YES

Dentist Satisfaction YES NO YES NO

Referral Satisfaction YES YES NO NO

Business Performance YES NO NO NO

Patient Dissatisfaction YES NO NO NO

Partnership Satisfaction YES NO NO NO

Associate Performance YES NO NO NO

Staff Performance Reviews YES NO NO NO

Individual Custom Designfor Individual Situations

YES NO NO NO

Private Practice YES YES YES YES

PPOs YES NO NO NO

DPMs YES NO NO NO

Payers/3rd Parties YES NO NO NO


BACKGROUND OFEXPERIENCE

onPARC Press-Ganey

AmericanDental

Association

Delta Dental

Decades of experience in Dental Practice Management

YES NO NO NO

Years of experience in surveying dental offices

YES NO NO NO

Designed by Dentists YES NO YES NO

Tested and calibrated in dental offices

YES NO NO YES

Live "Pre-Assessment Orientation" by Practice Management Consultants

YES NO NO NO

Live "Report of Findings" of assessment by Practice Management Consultants

YES NO NO NO

Methodology based and calibrated on statistical and scientific valid methods

YES YES YES YES


TECHNOLOGY onPARC Press-Ganey

AmericanDental

Association

Delta Dental

Total Internet architecture YES NO NO NO

Report of Findings delivered as PowerPoint presentation

YES NO NO NO

Measured - Proven frequency of use

YES NO NO NO

Or can provide automated report of findings - analysis issue identification and specific recommendations


COST

onPARC - $100 per survey with automated report - for 2 surveys per year.

Other Commercial Products - Range from $800 to $2,300 per survey - Pinnacle, Press-Ganey, Gallop

onPARC - $295 per survey with facilitated report - for first of 2 surveys per year.

The Survey ProcessThe Survey Process


Website 1

Marketing or Conferences

Sales or Rep Support Call

E-mails

Dentists directed to a Website

Word of Mouth

Articles and Presentations

Dentists Clearinghouses, 3rd Parties & Suppliers


Practice Management Consultant

Word of Mouth

Consultants e-mail or

Website

Or hyperlink fromcustomer’s Website

onPARC’sWebsite


Online Practice Management Survey Tools Assess your dental practice’s core business functions.

Produce “actionable” information which can directlyimprove:

• Patient Satisfaction and Referrals

• Staff Satisfaction and Performance

• Business Performance - Revenues and Collections

• Dentist’s Personal and Professional Satisfaction

• Referral Satisfaction of Specialists

Provide immediate impact.

An easy to use and economical solution for practice management.

Find out what’s working and not working in your practice and what -you can do about it.

Patient | Staff | Business | DentistPatient | Staff | Business | Dentist

Surveys


Staff Satisfaction

Business Performance

DentistSatisfaction

Referral Satisfaction

Clientlogin

1-800-451-9723

Website 1


Welcome/Orientation Page 2


E-mails

Content of page describes the process - step by step


Orientation / OverviewOrientation / Overview

Website 1


Welcome/Orientation 2

Registration 3

Credit Card Transaction

Credit Card ProcessedPassword Issued


E-mails


RegistrationRegistration

RegistrationRegistration

Website 1



Registration 3


Survey -Completed

& Submitted 4



E-mails


PasswordSent via

e-mail

Online SurveyOnline Survey


Website 1



Registration 3


Survey -Completed

& Submitted 4



E-mails

Report Delivered 5Data Analyzed

Reports Generated

Automatedor

Facilitated


Website 1

Report Delivered 5

Automatedor

Facilitated


Reports Delivered either Automated or FacilitatedChoice of Customer

Facilitated Facilitated Report of FindingsReport of Findings


Four Interconnected Elements

• Data Reporting

• Data Analysis

• Characteristics of Condition

• Recommendations

Report of Findings


• Reports delivered to meet the customer’s requirements.

• Reports can be configured in graphs, charts, text and numbers.

Report of Findings


The purpose of this assessment is to inform dentist-owners of the condition of 'staff satisfaction' in their practices.

The survey discloses and measures those areas that are essential for staff satisfaction as well as other key functions:

-Service

-Appreciation

-Communication

-Leadership

-Management

-Marketing First page of a Report


Staff Satisfaction Survey

Here is how you scored by category on a 100% scale(10%=Completely Disagree and 100% = Completely Agree):


Second page - Overview of Results


Service 91.3 80 -100 Good to Excellent

Appreciation 76.3 65 - 80 Fair

Communication 71.3 50-65 Poor

Leadership 75.4 0-50 Failing

Management 67.1

Marketing 86.1

General Satisfaction 64.7

OVERALL 76.0

D O M A I N S C A L E

Overview of Staff Satisfaction Results

Overall Score from a “Struggling” Practice

SERVICE

0

20

40

60

80

1 2 3 4 5 6 7 8 9 10

APPRECIATION

0

20

40

60

1 2 3 4 5 6 7 8 9 10

LEADERSHIP

0

20

40

60

1 2 3 4 5 6 7 8 9 10

COMMUNICATION

0

20

40

60

1 2 3 4 5 6 7 8 9 10

MANAGEMENT

0

20

40

60

1 2 3 4 5 6 7 8 9 10

MARKETING

0

20

40

60

1 2 3 4 5 6 7 8 9 10

Remaining pages - Reviewed by category


Staff vs. Doctor Comparison

8375

8388

74 7584 85 84

95

72 74

0102030405060708090

100

Staff

Doctor

Comparison Staff vs. Doctor - Overall Categories


What one thing about patient service would you most like to see improved?“Commitment to seeing patients on time.”

“Continue to treat patients the way we did when they signed up. We (doctors and staff) tend to forget to continue to treat patients the way we do when we signed them up.”

“I feel we do an outstanding job, but we can always improve in communication.”

“Permanent hours they can count on.”

“Assistants talking to parents at each visit.”

“Staying within treatment time.”

“Paying attention to every patient the entire time they are in the office--speaking with the patients, both on a personal level and about their treatment, not amongst ourselves (staff & doctors) or about other patients.”

“Pt seems to have to wait in chair for dr. for long periods of times.”

“See a little more improvement in patient not having to wait to long to see a doctor.”

“Better structure around late appts (re-appointing) & pts. with broken items (reschedule). Also some way to keep the doctors motivated to staying on time.”

“In Their Own Words” - Open-Ended Answers fromComment Windows in Each Category


Automated Automated Report of FindingsReport of Findings



Example of Fully Automated ReportExample of Fully Automated Report


What one thing about patient service would you most like to see improved?“Commitment to seeing patients on time.”

“Continue to treat patients the way we did when they signed up. We (doctors and staff) tend to forget to continue to treat patients the way we do when we signed them up.”

“I feel we do an outstanding job, but we can always improve in communication.”

“Permanent hours they can count on.”

“Assistants talking to parents at each visit.”

“Staying within treatment time.”

“Paying attention to every patient the entire time they are in the office--speaking with the patients, both on a personal level and about their treatment, not amongst ourselves (staff & doctors) or about other patients.”

“Pt seems to have to wait in chair for dr. for long periods of times.”

“See a little more improvement in patient not having to wait to long to see a doctor.”

“Better structure around late appts (re-appointing) & pts. with broken items (reschedule). Also some way to keep the doctors motivated to staying on time.”

“In Their Own Words” - Open-Ended Answers fromComment Windows in Each Category


Technical Requirements for Dentists• PC with Windows 98, XP, or ME

• Microsoft Word, PowerPoint and Excel applications

• Reliable ISP, I.e. Earthlink, Juno or AOL

• Internet Browser; i.e. Internet Explorer, Netscape

• Ability to connect to the Internet from office computer

• Ability to be ‘online’ and on the phone concurrently;

i.e. two phone lines for ‘dial up’ connectors or DSL/cable

modem


In business and in life,In business and in life,

you get what you measure.you get what you measure.


Online Practice Management Online Practice Management Solutions for DentistsSolutions for Dentists


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Online Practice Management Solutions for Dentists TRANSFORMING PRACTICE MANAGEMENT Watch on Full Screen