Hygiene Retention Course Checklist

Hygiene Retention Course Study Checklist


Hygiene Retention Course Checklist
CHECKLIST
Hygiene Retention Course
Student Name: ____________________________ Date: _____________ Practice Name: ________________________________________________ Your Position: _________________________
INSTRUCTIONS: The following is a checklist of steps to perform in learning the Department of Hygiene, its structure and functions and duties. Simply start at the top of the checklist and go through each step, in sequence until you are complete.
Keep your diagrams and essays as these are turned in at the end of the course to the Director of Client services at Viva to assist in tracking progress of your program and to receive your certification!
You will need to have access to a computer to login to the Hygiene Residual Training Study Manual and login to the videos.
0. Videos: Watch Orientation Videos:
a. Video #1 ____
b. Video #2 ____
c. Video #3 ____
d. Video #4 ____
e. Video #5 ____
f. Video #6 ____
g. Video #7 ____
h. Video #8 ____
i. Video #9 ____
j. Additional Hygiene Videos ____
SECTION I: Overview of the Viva System
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
1. Read section entitled, “Overview of the Viva System & The 4 Business Laws ____
2. Read section entitled, “The Viva System—Our Focus”
____
3. Essay: Write an essay on each of the points (a) through (f) below: (label each essay with a., b., c., etc. as these will be sent to [email protected]):
a. Briefly list the 4 business laws and describe the importance of each to “grow the size of the data base.” ____
b. In your own words, what is the definition of “retention,” and why is it important for the patient and the practice?
____
c. Explain, in your own words, what recall (or patient retention) has to do with the impact or improvement of case acceptance, and how this relates to the percentage of incomplete treatment in most patient files (called the database)?
____
d. There are 2 elements or materials that generate new patients for the practice and a 2nd element used to dramatically improve patient retention and reactivation. Explain in your own words how each is used in the practice.
____
e. Why would the neighborhood brochure mailer work to acquire new patients?
____
f. Imagine being a patient of the practice you are in. From this perspective, explain why the database (or patient mailers) would
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
improve your relationship or bond with the practice.
____
SECTION II: Hygiene Industry Metrics
4. Read Sections: “Hygiene Industry Metrics” in your course pack. ____
5. Practical drill: This drill has two purposes: 1) To just give a comparison of your office’s daily average hygiene production to the national average hygiene production across the country, and 2) To give you a concept or idea of the annual Hygiene Department revenue.
Get a piece of paper to follow the instructions on the section called, Current Hygiene Revenue. Follow the instructions as follows:
a. Step 1: Write down the number of days of hygiene currently in the office. A “day of hygiene” means 8 hours a day. Example, if the hygiene days is 4 days per week, 8 hours a day, then the # of days per week is simply 4!
____
b. Step 2: Now, write down the total # of weeks you work in the year (or yourself and other hygienists). It may be 48 week/yr or 50/yr...whatever the total weeks are...you can estimate this number as we are just doing a drill to illustrate the revenue center in hygiene.
____
c. Step 3: Now, multiply the total number of hygiene days per week X the total number of weeks worked in a year.
____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
d. TocalculatetheannualHygieneProduction,youwillhaveto ask the office manager or finance coordinator to find out (from your dental software) what is your average daily production for the last month? Just take one-month average as this is an estimate. Note: To get an average, just have the office manager or finance coordinator run a report of the total Hygiene Production for the last 30 days. Then, simply divide the monthly hygiene production by the total # of hygiene days for that month.
Here is an example of how to do this calculation:
Hygiene Production for month of January: $24,378 Total Hygiene working days: 17 for the month Simply divide $24,387 by 17 = $1,434 daily average
Now, take your daily average production, and multiply that number by the # of total days worked in the year (the number in (c) above.
____
6. Read the section called “Residual & Linear Income—Definitions” ____
7. In your own words, what is “Residual Income,” and then give some examples of services you pay for every month that illustrates residual income. Now, give an example in this essay explaining what part of the practice, or which department generates residual income?
____
8. Define: “Linear Income” and give an example of a service in your
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
office that illustrates linear income. Give some examples of things
or services you have done that represent linear income.
____
9. Read section entitled, “The Ideal Goal for Hygiene Dept”
____
10. Read the section entitled, “Five Benefits from Residual Income” ____
11. Essay: Explain why there would be higher case acceptance on a second or third visit than on the first visit?
____
12. Essay: Describe how the Hygienist can increase the revenue in the Hygiene Revenue Center through use and understanding of the concept of residual income.
____
13. Essay: Describe how increasing Residual Income gives the
doctor relief in terms of removing the handcuffs.
(Handcuffs mean tied to the practice and difficult to leave as the cost
of him/her leaving is extremely binding due to the loss of income). ____
SECTION III: Database Dynamics
14. Read section entitled, “The Most Important Number”
____
15. Essay: Write an essay to:
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
a. Describe in your own words the incorrect definition of Active Patients being used by practices across the country and give the
correct definition of Active Patient Count. Explain why a wrong definition would give a false or incorrect active patient count and how this wrong number would result in patients being lost from the practice.
____
b. Why the active patient count does not include a new patient.
____
16. Read section entitled, “The Focus of the Dental Industry”
____
17. Essay: Give the reasons why an existing patient is so important
to any business, not just a dental practice. Explain the outcome of retaining patients and what would occur long term to the growth of the practice and care for the patients?
____ 18. Read section entitled, “The Largest Situation to Long Term
Practice Growth”
____
19. Essay: Describe reasons that would cause the database (also called the patient files or patient base) to shrink even, if you are adding “new patients” every month.
____ 20. Read section entitled, “What the Numbers Should Be” and “Watch
the Numbers”
____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
21. Read section entitled, “Calculating Your Potential & Retention & Loyalty”
____
22. Practical Drill: On a separate piece of paper, do the drill described in the section entitled, “Calculating the Loss in Your Practice”
____
____
____
____
26. Practical Drill:
Part A: Download the Mission Statement script dialogue and study it until you make it your own. Go over and over the
dialogue script making sure you keep the key phrases and
words, such as “Wellness.” Make it your own. It is not intended
to learn it line for line...it must be YOURs, and if one understands the fundamental of the mission statement...it is easy to give
and remember. The fundamental is that the word “doctor” comes from a Latin word, “docere” which means, “to know, or to teach, or teach to know.” We as healthcare people are there to educate and help people of all ethnics, all levels of literacy, rich or poor, brilliant or illiterate...people are wonderful and if our purpose is
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
23. Read section entitled, “The Safe Strategy”
24. State in your own words, why the mission statement accomplishes alignment between the staff and the patient.
25. Watch the Ted Talk video by Simon Sinek.
(note: the video is in the hygiene videos, called, “Ted Talk”)
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Hygiene Retention Course Checklist
understood...anyone can remember and give the mission statement with passion.
Part B: Once you have the mission statement down pretty well, and you are happy with it...then give it to your office manager, another staff member and the doctor. Have each initial your checklist when done.
(Note: the mission dialogue script can be downloaded the same place this checklist was downloaded)
27. Read section entitled, “Align all staff to 2 Products”
_____
____
28. Essay: Give your understanding of the two most vital actions or products the entire team should be working on. In your essay, why is the whole team oriented or aligned to achieving these actions, and what is the benefit to the patient?
____
29. Essay: As a team member, from your position in the office, what actions would help achieve higher completions and retention of patients that would result in the best Wellness program for the patient?
30. Read section entitled, “Full Responsibility Assigned”
____
____
31. Essay: Using the very office you work in, do a write up describing the results of the missing person called the Retention Coordinator. In your write up, describe how the Department of Hygiene would
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
change with someone in charge of it, and held fully responsible and who was trained on administrative forms, for recall, cancellations,
scheduling, and most importantly, retention of patients on a routine “Wellness Program.”
____
32. Essay: Describe the concept of a “The Scalable Practice Model” giving the benefits of such a practice and where in the practice, does this most occur?
____
33. Read section entitled, “Stopping the Leakage”
34. Diagram: Draw a diagram that illustrates the 90% percent loss of
patients.
____
35. Essay: Describe why the research of patient “leakage” (lost patients) led to a focus on retention of patients and give the basic Steps to that would Reduce the Leakage.
____ 36. Read section entitled, “The Dynamics of a growing database starts
with an efficient Hygiene Department”
____
37. Essay: Describe in your own words by the Hygienist is the best source of referrals in the office and why he/she is the focal point of an internal referral program?
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
____
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Hygiene Retention Course Checklist
____
38. Read section entitled, “Hygiene Dialogue: Distributing the Care to Share”
____
39. Practical Drill: Go through the dialogue in this section called “Hygiene Dialogue” and study it by writing it down in your own words ... do this repeatedly until you have the basic parts of the dialogue as your own. Once you have the basic dialogue learned then give it to the office manager or another staff member. Give it to 3 different people in your office and have them initial your checklist.
____
40. Read section entitled, “The Dynamics of Database Referrals” ____
41. Essay and Diagram: Describe why the database is so dynamic, so full of potential and show with a diagram the image of the homes around any practice, what is inside each home and show the extent of the potential referrals one could get from any patient walking into a practice!
42. Read section entitled, “
43. Read section entitled, “Lost Loyalty & Retention”
____
____ ____
Hidden Relations & Loss of Referrals” &
Without Constant Contact = Lost Referrals
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
44. Essay: Describe what a practice should do, on a continuous basis to prevent lost referrals from households and their friend.
____
45. Verbatim drill: Learn the “Business Revenue Law” verbatim (word for word). Once you have learned it, give it to the doctor and have him sign your checklist when he/she completes the drill with you.
____
46. Read section entitled, “Creating a Continuous Loyalty”
____
47. Essay: Describe how constant contact to your patients creates loyalty and give examples of the types of warm mailings that can be done to keep patients engaged and bonded to the practice.
____
48. Read section entitled, “Constant Contact: The Business Revenue Law” & “The Active Patient Count is Your Most Critical statistic and Control
____
49. Practical: In this exercise you will be writing a statement about receiving a routing mailing from any company. Be a consumer, a patient, or a patron of a nail salon, hair salon or message parlor. Describe what your response would be in receiving a “Happy Birthday card” or “Happy New Year” or “Happy Holiday” type mailing. Would such a mailing give you a “smile” or “life your spirits” in any manner? Write your view and opinion.
50. Read section entitled, Market Research
____ ____
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
51. Read the following sections entitled, “Inspiring the Community” “How it Works!,” & “Retention Mailers”
____
52. Essay: Explain in your own words how mailing an inspirational mailer might build loyalty and a strong relationship between the patient and the office, showing the 5-steps of “How it Works!”
____
SECTION: Profitable Hygiene
53. Read the article: “Profitable Hygiene: Inside and outside the realm”. ____
54. Essay: From the article just read on Profitable Hygiene, describe how you can use the information in your own department and how this relates to improving patient care when patients return for their recall visits.
____
FINAL COURSE ESSAY
This final essay is actually for you, the student. You cannot “flunk” it or otherwise, as the information learned in the course is for you, not the instructor or anyone else. So, that being said, write an essay of your views and what you have learned on this course. Describe how you would use it in your office and with the other team members, and most importantly, give your views of how it will affect the patient care of the practice. Keep in mind...that if all practices in dentistry, ran a Wellness Program and an excellent Retention Program...imagine what the patient health would be like long term for people like you, like your relatives, your friends and immediate family. I hope you have sincerely enjoyed this course...and wish is
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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Hygiene Retention Course Checklist
that the information gained will remain with you both in memory and practical use in your life.
FINAL INSTRUCTIONS
Make a copy of your checklist and make sure, before you copy it, that all the lines have your initials and, where required, the initials of your doctor, office manager or other staff member.
Make copies or a photo (with your iphone or android).
Send the copy of your checklist and all essays and diagrams to:
[email protected]
Upon receipt and verification of your checklist and essays, diagrams, etc. you will receive Certification of the Course Completion in the mail...it can be framed and put in your office area that is approved by your doctor/owner!
Congratulations on Completion!
I attest all steps of the checklist have been read and all exercises completed
___________________________________________ __________________ Student Signature Date:
Copyright © 2019 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. First Printing, 2019
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