EP 02: 30 Days to Better talent:

Why Talent Matters to Your Standard Of Care

When you think about your practice have you given thought to what makes up your standard of care? Sure we immediately think of clinical excellence but there’s more to standard of care than clinically treating patients. This is our second episode in our series 30 Days to Better Talent and today’s podcast we’ll dive into how your talent impacts your standard of care and your patient’s experience. Let’s get started!

Summary of episode two podcast

  • Dive into a thought process on how your talent impacts your standard of care.
  • Discuss why talent affects your standard of care and patient experience.

How do you define your standard of care? Like many clinicians you might define Standard of care as the application of your clinical skills and execution of treatment plans.

For me, as a patient and as a risk manager, I believe your standard of care involves more than just what happens when the patient is in the chair.

Of the hundreds of practices I’ve been in, it becomes very clear, often within just a few minutes,  which practices have talent that support a high trust environment.

Is that initial experience open, engaging, or does your patient experience resemble a dental bus stop?

The patient experience influences the creation of trust which yield:

  • Patient acceptance of treatment plans.
  • Patient engaged in the healthcare process with your practice.
  • Better communication that’s open and free flowing.
  • Conflict resolution is easier when you have high trust.
  • Patients are compliant to your processes and work flows including payments, scheduling, and hygiene schedule.

On the flip side, if your staff doesn’t support your goals through their behaviors and actions you can end up with a number of negative issues.

  • Patient scheduling problems.
  • Patient communication issues.
  • Patients not compliant with your treatment plans.
  • Quick to complain, file malpractice suits, and state board complaints.

[tweet_box design=”box_11″ float=”none”]Patients don’t recommend ugly. [/tweet_box]

Study by the Professional Protector plan for Dentists noted that 11% of closed dental malpractice claims resulted from general patient dis-satisfaction.

Knowing this, who is doing the work and providing the patient experience? That’s right…the people that work within your practice.

Drawing a tight line between standard of care and your talent highlights a critical truth: without the right talent, your standard of care will not reach it’s potential.

If you’re ready to start the process of improving your practice’s talent position, subscribe to this series for future updates. You can also subscribe to our podcast on Apple iTunes, Youtube, and Google Play.

Have something to say? Jump into our Facebook group Perfect Makes Practice and fire up the dialogue with our team and other medical entrepreneurs.


Cary Smith, CPHRM is the CEO and founder of Done Desk, Dentist Secure, and Dentist Secure Labs. His companies provide amazing solutions that manage risk to your people, practice, and patients.

Cary is a Certified Professional in Healthcare Risk Management from the American Hospital Association and the American Society for Healthcare Risk Management.  His experience includes leadership roles in HR and recruiting for fortune 500 companies like Motorola, The Hartford, and CIGNA. Cary has trained thousands of medical professionals, provides keynote lectures to local and state dental societies, and works with medical entrepreneurs to address risk within the practice.

Need in-depth training? Two options:

  • Join us for our 2018 Big Risk Conferences for 6 hours of CE in Risk Management practices. Schedules are forming now. Hit the pre-registration form below.
  • Call our office to schedule in-office or group training events that engage, educate, and entertain.
Pre-Register for our 2018 Big Risk CE Events in Austin, San Antonio, Dallas, Houston, and The Valley!
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