AADOM PODcast – Spit Happens: How to Make a Positive Change in Your Practice

Spit Happens: How to Make a Positive Change in Your Dental Practice

Stages of Change, also called the Transtheoretical Model Developed by James O. Prochaska and Carlo Di Clemente.

Here’s the breakdown:

1. Precontemplation: Individuals are not considering change and may be defensive, blame others, or minimize the issue. They avoid thinking about change and are not ready to discuss it.
2. Contemplation: Individuals are thinking about change and feel ambivalent, recognizing the need for change but not yet ready to act. They weigh the pros and cons of changing.
3. Preparation: Individuals start planning for change and prioritize it, seeking information and resources. They set specific goals and gather support to overcome potential barriers.
4. Action: Individuals actively implement change, replacing old habits with new ones. They build momentum and feel positive about their progress, with support to reinforce the change.
5. Maintenance: Individuals sustain the change, integrating it into their lifestyle. They reinforce the new habits and troubleshoot any issues to maintain the change long-term.

A few key points about these Stages: they are linear, but also recursive. In other words, while you move from one stage to the next in a set order, you might also go back to a previous stage to refine or rework something. This approach allows for continuous improvement and adaptation.

We know you’ve got a strong handle on team development, but let’s explore how the right support can take your impact to the next level

Case Study Data:

• 2 Locations in PA
• 3 General Dentists
• In Network with all PPO’s

Challenges:

• Low insurance reimbursement (almost 50% write off)
• Low Periodontal cases
• No team cohesiveness or organization
• Poor schedule efficiency and balance
• Owner doctor wanted to dedicate more time to family was working 6 days a week Sometimes 12Hr days. (7:45 am to 8:00 pm)
• 2 locations not working as one office
• Small and outdated space at the Drexel hill location

Key Strategies Used:

• Provided the office with SOP’s on:
  • Roles and accountability
  • Scheduling strategies
  • Purging and re-activating patients
  • Conducting team meetings and morning huddles successfully
  • Presenting treatment plans
  • Periodontal treatment and care reactivation
  • Referred to partner for insurance negotiations
  • Application of technology (intraoral cams) for each op

Results:

1^st Location

July 2023-Jan 2024 (6 Months Prior To Coaching)

• Practice Gross Production: 1.3M
• Hygiene Production: 341K
• Perio Production: 3K
• Collection Total: 710K
• New Patients: 159

Jan 2024-July 2024 (6 Months After Coaching)

• Practice Gross Production: 1.5M
• Hygiene Production: 367K
• Perio Production: 19K
• Collection Total: 805K
• New Patients: 200

168K Production Growth During the First 6 Months of Coaching

Note: This Is Prior To Re-Negotiation of Insurance Contracts.

2^nd Location

July 2023-Jan 2024 (6 Months Prior To Coaching)

1. Practice Gross Production: 589K
2. Hygiene Production: 146K
3. Perio Production: 14K
4. Collection Total: 647K
5. New Patients: 170

Jan 2024-July 2024 (6 Months After Coaching)

• Practice Gross Production: 725K
• Hygiene Production: 169K
• Perio Production: 25K
• Collection Total: 706K
• New Patients: 202

136K Production Growth During the First 6 Months of Coaching

Note: This Is Prior To Re-Negotiation of Insurance Contracts.

Total Collection increased by 153K in 6 months.

Having reviewed our case study data, it’s clear that we’re ready to embrace change. Let’s now reframe our stages of change specifically for our dental practice to ensure we can create positive change environment.

Stages of Change in Your Dental Practice: How to Create Positive Change and Embrace Dental Coaching

 

1. Precontemplation – “Everything Seems Fine, We Don’t Need to Change”

At this stage, dental office managers may not yet recognize the need for change. They might feel that their current systems, team dynamics, or patient flow are “good enough.” There may be resistance to new ideas, a focus on external factors (insurance, patients, staffing challenges), or a belief that change isn’t necessary.

Coaching Insight: “We Don’t Know What We Don’t Know”

Challenge: The team is polite but unaware of deeper issues. They may assume things are “fine” and resist discussing problems.

• Example: A person refuses to exercise, believing, “I’m not unhealthy, I just have bad genetics.” They dismiss suggestions to be more active and avoid health checkups.
• Key Lesson: Sometimes, we don’t recognize a problem until an outside perspective (like a coach, doctor, or friend) helps us see it.

What can you do:

• Get an outside perspective to identify inefficiencies or blind spots.
  • They will ask the right questions to increase awareness about hidden challenges and help managers frame change in a way that doesn’t feel threatening.

 

2. Contemplation – “We See the Problems, But Change Is Hard”

Managers in this stage start to recognize areas that could improve—perhaps patient scheduling is inefficient, staff turnover is high, or revenue isn’t where it should be—but they’re unsure about taking action. They weigh the pros and cons, feeling the tension between sticking with the status quo and making a change.

Coaching Insight: “We Know We Need Change, But It’s Hard”

Challenge: Resistance! People push back, fear change, or feel overwhelmed by possible solutions. Conflict may arise.

• Example: A small business owner realizes they’re constantly overwhelmed with emails and tasks. They think, “Maybe I should delegate more, but hiring someone is expensive and risky.”
• Key Lesson: Recognizing the problem is the first step, but fear of change can keep us stuck. Coaching helps weigh the pros and cons objectively.

What can you do:

• Facilitate open communication so concerns are addressed constructively.
  This helps the team work through fear of change by breaking it into smaller, manageable steps.
• Use data and real-life examples to show why change is necessary.

 

3. Preparation – “Let’s Make a Plan”

This is where action begins! Managers are ready to explore new systems, improve workflows, and make concrete plans for change. They may start researching solutions, asking other practices what works, and considering dental coaching as a resource.

Coaching Insight: “Let’s Make a Plan”

Challenge: The team agrees to change, but they need structure, accountability, and guidance to get started.

• Example: Someone decides they want to save money. They start researching budgeting methods, downloading finance apps, and setting goals, but they haven’t actually changed their spending yet.
• Key Lesson: Without action, planning is just wishful thinking. A structured approach with accountability increases follow-through.

What can you do:

• Create SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound).
• Identify resources, training needs, and potential obstacles before implementation.
• Provide accountability so the team stays committed.

 

4. Action – “We’re Making Changes!”

Change is in motion! The practice is implementing new systems—perhaps improving scheduling efficiency, enhancing team communication, or optimizing treatment presentations. This stage requires persistence, troubleshooting, and reinforcement of positive outcomes.

Coaching Insight: “We’re Doing It!”

Challenge: Implementation is underway, but problems arise. Without support, the team might revert to old habits.

• Example: A family commits to eating healthier. They clean out their pantry, meal prep for the week, and start cooking at home instead of ordering takeout.
• Key Lesson: Change feels uncomfortable at first, but small, consistent actions lead to transformation. Support makes a big difference.

What can you do:

• Provide troubleshooting strategies when roadblocks appear.
• Reinforces wins so the team stays motivated.
• Help tweak and refine processes to maximize efficiency.

 

5. Maintenance – “This is Our New Normal”

At this stage, positive change has become part of the practice’s daily operations. New processes feel routine, team morale is higher, and patients notice the improvements. However, without reinforcement, old habits can creep back in.

Coaching Insight: “Keeping the Momentum”

Challenge: Without reinforcement, teams tend to fall back into old habits over time.

• Example: A person has been waking up early to go to the gym for six months. One morning, they think, “Skipping one day won’t hurt,” and before they know it, they’ve stopped going altogether.
• Key Lesson: Without reinforcement, old habits creep back. Continued support and accountability help make change last.

What can you do:

• Ensure changes are sustainable by establishing follow-up systems.
• Encourage continued team development through regular check-ins and feedback loops.
• Recognize and reward success to maintain motivation.

 

Key Takeaways for Dental Office Managers:

• Change is a process—it doesn’t happen overnight.
• Every stage is an opportunity for growth, and coaching provides the guidance to move forward.
• Its ok to ask for help!
  • A coach partners with you to focus on what matters most to your practice, rather than simply pushing for more sales or production like a consulting firm does. Instead of a one-size-fits-all approach, a coach provides options, supports your choices, and helps implement changes that align with your goals. They don’t dictate how you should run your practice; instead, they bring ideas, resources, and strategies to help you succeed on your terms.
  • Examples:
    • A coach might conduct a workflow audit and reveal that 30% of patient time is wasted due to inefficiencies—something the team never noticed before.
    • A coach helps map out a step-by-step plan for implementing block scheduling, including training timelines, patient communication strategies, and tracking metrics.
    • When a front desk team resists a new scheduling system, you can share success stories from similar offices that saw higher production and fewer no-shows after making the switch.
    • If staff struggle with a new patient intake process, a coach observes the workflow, suggests small adjustments, and reassures the team that hiccups are normal.
    • A coach sets up monthly progress calls and encourages the office manager to celebrate milestones (e.g., “Our no-show rate dropped by 20% this quarter—great job, team!”).

Where is your practice in the stages of change? Are you ready to take the next step toward a more successful and stress-free office? Scan QR code or email for more information on how we can help your practice!

practicecoaching@benco.com

Episode Summary

The presentation, “Spit Happens: How to Make a Positive Change in Your Dental Practice,” explores the stages of change in a dental office using the Transtheoretical Model.

It provides strategies for overcoming resistance, improving workflows, and leveraging dental coaching to drive lasting success. A case study highlights the impact of coaching on two dental practices, showing significant growth in production and efficiency.

Key takeaways emphasize the role of coaching in supporting office managers, fostering sustainable improvements, and helping teams navigate change effectively. The session encourages participants to assess their stage of change and take actionable steps forward.

Episode Notes

AADOM Radio & Benco Dental Present:

Kiersten Aucoin, Senior Practice Solutions Consultant for Benco Dental

Learning Objectives:

• Identify the stages of change in a dental practice and recognize common challenges at each stage.
• Apply practical strategies to overcome resistance, improve workflows, and create a more efficient and profitable dental practice.
• Demonstrate how dental coaching can support office managers in implementing and sustaining positive change.

More About Kiersten:

Kiersten began her career in the dental sector as an assistant a little over a decade ago. She realized shortly thereafter that the dental field was her passion and attained a BS in Health & Exercise Science from the University of Oklahoma in 2017. During this time period Kiersten also received her certificate in Expanded Functions Dental Assistant (EFDA) & held the valued role of Digital Dental Associate at the University of Kentucky College of Dentistry where she became highly skilled in all aspects of digital dentistry.

In 2020, Kiersten began her outside sales career as a territory representative at Benco & transitioned into her current role in 2021 as Senior Practice Solutions Consultant. Kiersten is a highly motivated dental professional with extensive experience in business development, practice management along with an expertise in digital dentistry. In her current role, she drives customer financial success and aids as support for the Benco sales force.

Learn More About Benco Dental

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