Orthotown December 2019 - 43

Develop training protocols
We still need defined clinical training
processes to make sure team members have
an in-depth understanding of orthodontics
and the skills to deliver quality patient care.
The manual you haven't updated since the
office opened likely hasn't been read for
some time. Protocols and guidelines for
the office are changing rapidly and should
continue to be updated frequently.
The way work-related information is communicated to employees should be evaluated
too. Boomers typically were given a manual
that they read and absorbed, but employees
from younger generations would more likely
keep a manual on a shelf, untouched. Their
learning style is much different, and the
transfer of information must address this
change to be effective.
There are many options when it comes
to developing protocols and systems and
disseminating consistent information to all
team members. Webinars are abundant and
cover almost every topic imaginable; some
have no fees attached and can be viewed by
multiple team members. Online training
provides a way to help employees new to
the industry learn the basics.
For office-specific procedures, a
short video showing the systems and
protocols of all clinical procedures
can be recorded on your phone

and stored in the office clinical training
manual. These videos should be short-no
longer than three minutes-and don't need
to be perfect but must show the basics
needed to complete the process. When new
employees are hired, regardless of level of
experience, they can watch these videos to
learn how your office operates: how to pass
the brackets, assist a doctor during banding
procedures, etc. These clips are easily updated
as procedures or mechanics change.
These videos can also be used for
front-office team training. Take a short
video as an employee enters a contract or
answers the new-patient call. Record the
treatment coordinator as a new-patient exam
is completed. These videos will help with
cross-training, and it's extremely helpful for
treatment coordinators to observe a bonding
procedure so they can explain the process
to patients. The clinic should also observe
the treatment coordinator and scheduling
coordinator, so they understand what
information is given to patients.

Conclusion
Developing proper training systems
before hiring new employees is critical to

the success of the employee and the practice.
Consistent, clear guidelines, expectations and
procedures will ensure everyone performs to
the doctor's desired level. A good training
system takes time to develop but will help
retain outstanding team members, which
is worth the investment. This will also help
improve your customer service and the
customer's experience.
Part of customer service training involves
helping each team member see that each
customer service touch point-no matter
how small-is a golden link in the overall
customer experience chain. With good hiring
and training processes, your office will build
a team that will provide an outstanding
customer experience in every touch point. ■

References
1. http://winthecustomer.com/86-percent-of-u-s-adults-will-paymore-for-a-better-customer-experience/
2. https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
3. https://www.bain.com/insights/topics/loyalty
4. https://leaderchat.org/2012/05/21/only-14-of-employees-understand-their-companys-strategy-and-direction/

http://www.winthecustomer.com/86-percent-of-u-s-adults-will-pay https://www.pwc.com/us/en/services/consulting/library/consum https://www.bain.com/insights/topics/loyalty https://www.leaderchat.org/2012/05/21/only-14-of-employees-under

Orthotown December 2019

Table of Contents for the Digital Edition of Orthotown December 2019