Hey everybody this is Dr. Jay coming to you from Rockville, Maryland and today we’re going to talk about something near and dear to my heart and that is process.
When I think about really successful practices I think about the 3 Ps: having a strong Purpose, having great People (the right people in the right seats on the bus), and executing on Process. And when I think about process I think about Six Sigma.
Six Sigma is a quality assurance methodology to reduce defects in any given process.
It was developed by Motorola in the early seventies because when they were manufacturing pagers they were literally manufacturing pagers with tons of defects. They’d get evaluated at the end of the manufacturing line, and a large percentage of them were defective.
So engineers said wait, let’s not wait until these pagers get to the end of the manufacturing process to evaluate their defects. Let’s control the 3-5 key process steps to ensure these pagers get manufactured in defect-free fashion.
Mathematically speaking, Six Sigma is 3.4 defects per million opportunities, so as close to perfection as you can get.
What’s important about this process, this controlling of process, is that your patients are experiencing the result of your processes.
So let me use an analogy. You go to a restaurant, you like steak. You order it medium rare, but it comes out well done. What do you do? You send it back. They bring you a new steak, and you eat your steak and you’re happy. A few months later you go back to the same restaurant, you order it medium rare, and it comes back raw. Are you going back to that restaurant? The answer is probably not.
Because when patients or clients experience defects in your process, it reduces or eliminates customer loyalty. So that’s why process is so important.
But when we think about the restaurant example, what were the variables that drove the steak coming out too well done or coming out raw? And the first thing that always comes to mind for people is that maybe the order was taken wrong or the messaging didn’t get to the cook. When we really drill down there are other variables that drive that result. Maybe the cooking temperature was different, maybe the cooking time is different, maybe the thickness of the steak was different, and therefore you have consistency and time and temperature that the steak will come out differently because the thickness was different.
What are the three to five key variables that you must control in your macro processes? Your new patient process, your regular visit process, your billing process. Those processes that drive results for you and your patients.
Their experiences must be controlled to a level of 3.4 defects per million opportunities. And when you do that, you deliver remarkable service, you deliver remarkable experiences and you deliver remarkable business results.
So there you have it. That’s my overview of Six Sigma today. If you have any questions, feel free to reach out to me, send me an email, and we can talk more about Six Sigma and process.
Hey everybody, this is Dr. Jay Greenstein! I wanted to share a little bit about how technology has helped us grow our practice. You know I talk a lot about technology – I just got back from the Florida Chiropractic Association National Convention where we had a whole tech track – but today we’re going to hone down on three really important areas where tech has helped us grow our business and our impact.
3 Ways to Grow Your Practice Through Technology
The first is clinical. We use a variety of technologies in our practice, but one that’s been really really impactful is Kinetisense. It’s a 3d marker-less system that not only allows us to evaluate patients but it provides them with a score.
Patients want to know where they are in care, so we evaluate them in the beginning, they get a score. We treat them, we reevaluate them, they get another score. We continue to treat them, we discharge them, and they get a final score.
Patients really see the impact of the clinical care that we deliver. It’s remarkable technology. They get to see themselves on screen with these 3d wireless markers upon their bodies, and they can really understand how their movement has actually improved.
2. The second technology that has been super impactful for us is our customer relationship management software (CRMs) – how we manage the information related to our referrals. Every single practice needs to know where their new patients are coming from. Many times it comes from internal referrals but you might have one or two or five or ten patients who just love you and are raving fans.
You should know how many patients those folks are referring to you. Physicians, attorneys, gyms and other local organizations that might be referring you patients – you want to know that data.
We use Salesforce as our CRM. There are many out there, there might even be some free packages out there that can help you aggregate, organize, and understand where your new patients are coming from. And then you target marketing and sales strategies towards those specific referral accounts.
3. The last way that we’re using technology to grow our practice, our impact and our brand is through digital marketing. Now I’ve been fortunate enough to take some some great classes from Matthew Loop – he’s a great guy, check out his stuff – and he’s basically mentored us in the digital marketing space.
My internal team has done a phenomenal job of taking that information and growing it exponentially, growing our impact through digital marketing – Facebook, Instagram, email marketing, SEO on our website and our blogs, video – all really really important to grow your brand and, of course, new patients that you acquire through the digital marketing web space.
So there you have it – three ways to grow your practice through technology. Clinical tools like Kinetisense, CRM tools like Salesforce, and really important digital marketing strategies through social media, email marketing campaigns, and SEO.
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