Key performance indicators for dentists dental practice management

KPIs  for  Dentists  Alexander  Tolmeijer,    2  september  2014  

Annual World Dental Congress

Monitor  your  

business  

Key  Performance  Indicator  

A  key  performance  indicator  is  a  quantifiable  measure  a  company  uses  to  determine  how  well  it  meets  the  set  operational  and  strategic  goals.    

Goals  could  be…  

-­‐  Number  of  visits  -­‐  Waiting  time  -­‐  Turnover    -­‐  Safety  -­‐  Customer  Satisfaction  

Bear  in  mind…  

-­‐  Don’t  use  too  many  KPIs  -­‐  Some  KPIs  take  a  number  of  

actions  in  order  to  improve  -­‐  Improvement  of  one  KPI  could  lead  

to  improvement  of  other  KPIs  

Getting  Started  

RIs  and  PIs  

Result-­‐indicator  

Performance-­‐indicator  

Set  your  goals  

Make  it  a  joint  effort…  

Customer satis-faction

Waiting room time

Use less

paper

Be on time!

Clean office

Less cancelling

Answer phone quickly

Save energy

No work backlog

Getting new clients

Less stock

Efficient planning

Buy cheaper

Then  ask  yourself…  

Team:  •  Do  we  all  agree  on  these  PIs?  •  Can  we  measure  them  on  a  frequent  basis?  •  Do  we  know  what  to  do  with  the  result?  •  Who  is  responsible  to  act?    Management  •  Which  PIs  are  relevant  for  your  business  

strategy?  

Pick  your  important  KPIs,  for  example…  

Average  handling  time  

Number  of  Cancellations  

Turnover  per  patient  

KPIs  are  at  the  heart  of  your  business.  From  the  seeds  new  business  grow  

Start  monitoring  

If  you  compare  them  with  best  practises  you  call  these  benchmarks  

Sometimes  you  have  to  dig  and  find  out  exactly  how  things  work…  

Benchmarks  comparison  

Business  Objec,ves  

Metrics  

Benchmark  performance  

How  to  close  the  gap?  

Improve  

There  are  three  levels  of  benchmarking:  •  Internal  benchmarking  (within  the  company)  •  Compe,,ve  or  strategic  benchmarking  

(Industry  and  compe,tors)  •  Benchmarking  outside  the  industry.  

Benchmarks  

Be  carefull  with  benchmarks.  Are  these  compliable  with  your  own  

practise?  

Start  leading  by  numbers  and  make  your  business  SMART  

Mail:  a.tolmeijer@dentiva.nl