Unlocking Hidden Revenue in Your Hygiene Department

The hygiene department is the heartbeat of a thriving dental practice and one of the pillars upon which every successful dental practice is built. Not only is it the primary point of contact for regular patient visits, but it also presents a significant opportunity to drive production and improve patient retention. Yet, many dental practices leave thousands of dollars on the table each month by underutilizing their hygiene department.

By implementing a few strategic changes, you can unlock hidden revenue, deliver exceptional patient care, and create a more profitable and patient-centered practice. Let’s explore the most effective ways to increase hygiene production and patient retention.

Now before we dive in, I want to mention that this being a blog post, I can’t cover every aspect of growing your hygiene department. So to really take your Hygiene Department to the next level, I highly recommend downloading our Free E-book: The MGE Guide to Building a Profitable Hygiene Department.

Okay, with that said, let’s get into the 9 steps!

1. Prioritize Periodontal Services

Periodontal disease is one of the most underdiagnosed and undertreated conditions in dentistry. According to the CDC, nearly 50% of adults aged 30 and older have some form of periodontal disease. And as you well know that rate jumps up to 70% for adults aged 65 and older! Yet, many dental practices fail to have a consistent method to screen and educate patients on the importance of periodontal health and the available treatment options.

Strategies to Maximize Periodontal Services:

• Comprehensive Screenings & Protocols: Implement routine periodontal screenings for every hygiene patient and have an in-writing Periodontal Screening and Treatment Protocol that addresses exactly when the screening is done, what the screening consists of and what treatment should be recommended based on the findings. This step is one of the single most effective actions you can take to ensure that your hygiene department’s diagnosing and treating of periodontal disease is consistent and uniform throughout the office. In my offices where there is no written protocol in place I have seen hygiene department increases of as low as 25% to as high as double by simply putting the protocols that should already be followed in writing and given to the hygienists to follow.
• Patient Education: Educate patients about the systemic links between periodontal disease and conditions like heart disease, diabetes, and Alzheimer’s. Use pamphlets, visual aids and chairside technology (if available) to make these connections clear.
• Offer Advanced Solutions: Incorporate treatments like Perio Protect trays and laser therapy, etc. These services not only increase hygiene production but can also significantly improve patient outcomes, which is after all the primary objective. Ensure that your written Periodontal Screening and Treatment Protocol includes these treatments and that the protocol is updated when new treatments are developed and added to your suite of hygiene services.

2. Implement a Hygiene Pre-Booking System

One of the simplest yet most effective ways to increase hygiene production is to ensure that every patient leaves with their next hygiene appointment scheduled. I know this goes without saying, but I have seen this missed too often not to mention how critical this step is.

Steps to Improve Pre-Booking:

• Set a Practice-Wide Policy: Make pre-booking the next hygiene appointment a non-negotiable step at checkout.
• Train Your Team: Ensure all team members understand the importance of pre-booking and can communicate its value to patients. Your team also needs to be armed with the data and studies showing why hygiene care is so critical to the oral health and overall health of your patients. It isn’t enough for your staff to have a pre-booking policy; your team should be educated fully in this area as well. This way they become an extension of you and your hygiene department in repeating the message of maintaining great oral and overall health.
• Use Automated Reminders: Utilize automated appointment reminders via text, email, or phone calls to reduce no-shows and last-minute cancellations.

3. Enhance Hygiene Recall Systems

A robust recall system is essential for patient retention and consistent hygiene production. Patients who miss appointments or fall through the cracks represent lost revenue and compromised oral health, not to mention lost treatment opportunities on your schedule considering that on average 65% of treatment diagnosed comes from patients in the hygiene chair.

How to Optimize Your Recall Process:

• Segment Your Patient List: Identify patients overdue for hygiene visits and prioritize outreach.
• Personalized Communication: Use personalized emails, texts, or phone calls to remind patients of the importance of maintaining their oral health. Many offices leave the success of their hygiene department to their automated systems, feeling that modern technology must be enough to create a filled and solid schedule. We have found that this just isn’t enough – the best outcomes result from a blend of both automated messages and personalized communication.
• Have Reminder, Confirmation and Cancellation Policies: Just as with having an in-writing Perio Protocol, all offices should have internal policies, in writing, that cover how and when to send reminders, what constitutes a “confirmed” appointment and how to prevent and avoid cancellations on the hygiene schedule. MGE’s online training platform, DDS Success, offers a fantastic training solution complete with guidelines and written policies for your hygiene scheduling which I highly recommend.

4. Maximize Same-Day Hygiene Opportunities

Open chair time in your hygiene schedule is lost revenue. Implementing a proactive approach to fill same-day hygiene slots can increase production and better serve patients.

Tactics for Same-Day Hygiene:

• Emergency Conversions: Convert emergency exams into same-day hygiene visits whenever possible.
• Short-Notice or “VIP” List: Maintain a list of patients willing to come in on short notice. We refer to this list as the “VIP” list. Offer these patients prime time slots if a cancellation occurs. Additionally, we have found that patients who tend to cancel at the least minute due to their busy schedule should be put on this “VIP” list and only scheduled when a same day opening arises. Having them on your short-notice list will both reduce last-minute cancellations and help you to fill same-day openings when they arise.
• Team Collaboration: Ensure your front desk and hygiene teams work together to identify and schedule same-day opportunities. These should be identified during your Morning Production Meeting every morning.

5. Upskill Your Hygiene Team

Investing in the skills and knowledge of your hygiene team directly impacts patient care and practice profitability. When hygienists are equipped to identify and present treatment options confidently, case acceptance rates soar.

Ways to Upskill Your Hygiene Team:

• Clinical Training: Provide regular training on the latest hygiene techniques, periodontal treatments, and patient communication strategies.
• Case Presentation Skills: Teach hygienists how to present treatment options effectively. Use role-playing exercises to refine their communication.
• Incentive Programs: Implement performance-based incentives to reward your hygiene team for meeting production goals and improving patient retention.

6. Focus on Preventive and Adjunctive Services

Offering preventive and adjunctive services enhances patient outcomes and increases hygiene revenue. Many patients are unaware of additional services that can improve their oral health and smile.

High-Value Services to Incorporate:

• Fluoride Treatments: Offer fluoride varnish for both pediatric and adult patients at risk of decay.
• Sealants: Identify and recommend sealants for patients with deep grooves and fissures.
• Oral Cancer Screenings: Incorporate advanced oral cancer screenings as part of every hygiene visit.
• Whitening Services: Offer in-office and take-home whitening treatments as part of your hygiene protocol.

7. Build Strong Patient Relationships

Patient retention hinges on trust and a positive experience. A personalized, patient-centered approach leads to greater loyalty and increased case acceptance.

Strategies to Enhance Patient Relationships:

• Personalized Care Plans: Tailor treatment plans to align with patients’ health goals and concerns.
• Consistent Communication: Follow up with patients after periodontal treatments or major procedures to show you care.
• Patient Feedback: Solicit patient feedback to identify areas for improvement and celebrate successes.

8. Monitor and Measure Key Hygiene Metrics

Tracking key performance indicators (KPIs) helps you identify opportunities for growth and measure the success of your hygiene strategies.

Essential Hygiene Metrics to Track:

• Pre-Appointment Rate: Measure the percentage of patients who leave with their next hygiene visit scheduled.
• Hygiene Production Per Day & Per Visit: Calculate the average revenue generated per day and per hygiene appointment.
• Patient Retention Rate: Measure the percentage of patients returning for regular hygiene care.
• Total Hygiene Appointments Per Week: As your hygiene department should always be growing, it is critical to track not only the daily production but also the total hygiene appointments serviced per week. For the average practice, a growth of 1 day (or 8 appointments) per week every 6 months should be expected.

9. Create a Culture of Continuous Improvement

Sustained growth in your hygiene department requires a commitment to continuous improvement. Regularly review your systems, solicit team input, and adapt to changing patient needs.

Steps to Foster Continuous Improvement:

• Monthly Hygiene Meetings: Hold dedicated meetings to review performance, discuss challenges, and set goals.
• Celebrate Wins: Recognize and reward team members who contribute to increased hygiene production and patient retention.
• Adapt and Innovate: Stay current on industry trends and be willing to implement new strategies to enhance patient care and practice profitability.

Conclusion

Your hygiene department holds immense untapped potential to increase production and patient retention. By prioritizing periodontal services, optimizing recall systems, and investing in your hygiene team, you can unlock hidden revenue while providing superior patient care. Implement these strategies consistently, measure their impact, and watch your hygiene department become a powerhouse for practice growth and patient loyalty.

And remember, if you really want to take your Hygiene Department to the next level, I highly recommend downloading our Free E-book: The MGE Guide to Building a Profitable Hygiene Department.

As always, feel free to call us if you have any questions at (800) 640-1140 or email me at Vickyp@mgeonline.com.