Your associates are streaming out the door like a marching band
Associates and hygienists are streaming out of your practice like a marching band.
You chalk it up to compensation issues and a hot job market.
Guess what? That’s not it.
More than likely that you have hidden issues that drove great talent away from your DSO.
Often, the DSO leaders I speak with have no idea of the impact that conflict, whether it is interpersonal tensions or faulty policies, is having on their teams and bottom line. And, they have even less clarity about how to fix it.
So, I’ve pulled together a few indicators that you probably haven’t considered based on my years as a conflict expert to help you determine if it’s time to bring in an Ombuds.
5 Clues to Look Out For
Your website says you’re doctor/team-focused, but none of your policies/practices support that or are administered to achieve that goal (eg flexible scheduling)
Your leaders avoid saying the word toxic or unhealthy-You have a high absenteeism rate-Your retention rate is low.
Your turnover rate is 30% or higher-Production numbers are down- hygiene is generating less than 25% billable production.
Case acceptance is down- less than75% of patients accept treatment plan-Your collections rate is less than 98% of billable production
Your Patient Satisfaction Score is low- less than 90%-Your No-Show rate is high- more than 5%-Your new patient acquisition rate is low- annually less than 20%
Dental Associates Have Options
Dental associates are selective about what associateship they take. New graduates want transparency and fairness when it comes to compensation plans. It's not only about the money; it's what it includes.
Do you have a buy-in structure and how is it different than other DSOs?
Dental school teaches new grads some things, but not everything. Young doctors want and need opportunities for professional growth as well as mentoring.
Are you making a mentor, and the time to engage with the mentor, available?
Work-life balance may not be your favorite phrase yet that's what Millennials and Gen Zers want from their workplace. They want to live their life, not work endlessly.
How are you ensuring your associates aren't overworked?
Dentistry is a very stressful job. Patients are often unkind. So new grads want a positive work culture that's well-organized and stable to reduce that stress. They want a work culture that aligns with their beliefs and values and is responsive to their needs.
Does the daily work experience of your associates actually align with your stated values and beliefs?
It's a matter of focus
Running a successful DSO is hard. There are so many factors that have to be monitored and the landscape changes constantly. It's no wonder why you may not have been fully aware of what goes on in each of your DSO stores.
How can your DSO create a more healthy, positive work culture?
Review your purpose, vision and core values, which may have shifted as your DSO grew. Be sure to clarify your meaning for the words and how team members can demonstrate they are living up to those values daily. For example, what does it look like when team members respect each other.
Review your policies and practices to ensure your DSO isn't inadvertently acting contrary to your own rules. For example, you have a mentorship program but everyone is too busy to engage.
Develop a Conflict Management Policy so team members know your expectations when (not if) they encounter problems with other team members or patients. Don't expect them to figure it out on their own.
Invest in Emotional Intelligence and Conflict Resolution training. These are essential skilsl, diferent from leadership or communication training, that most people don't learn during their primary or graduate education.The investment will pay off ten-fold in reduced conflict and risk of litigation.
Build a community. Culture is such an over-hyped buzzword. Associates want to join and belong to an inclusive, empowering community where people support each other.It takes consistent effort, but the loyalty and commitment you gain is well worth it.
Would it help to talk through this?
This may be new territory for you as a DSO leader. That's okay. Learning is a good thing. Transforming challenged environments into trustworthy communities is my thing. I'd be happy guide you though the process.
