COVID-19 Practice Recovery:
Problems and Solutions
by Bethany Petty
practice management
In the past three months, I consider myself
privileged to have walked with my
clients through some of the most stressful
days they have ever experienced. During
the mandated closure and the subsequent
reopening, our clients have encountered
countless problems that have
required smart and immediate solutions.
As we continue to walk with our clients
and look ahead, we see potential problems
that we are already working to solve.
I have created a top five list below that
highlights the most common problems
that our clients have faced and a potential
solution. I firmly believe in custom plans,
custom solutions, and an individualized
approach. However, I hope the list will be
a helpful starting point in solving the
ever-evolving problems that dental offices
are currently facing.
Problem #1:
Staff unable or unwilling
to return to work.
There are a variety of reasons that staff
members choose not to come back to
work, but no matter what the reason is,
it creates a problem.
Solution: The historical solutions of
slowing the schedule down to accommodate
a lighter staff or to bring in a temp
are becoming non-solutions in the wake
of COVID-19. It is not wise to ramp the
schedule down when you have so many
patients from the closure that need in. In
addition, temp agencies are sorely in
need of temps right now and have a long
waiting list. So what should one do? In
short, hire much more quickly than you
might have done before. If you’ve hesitated
to hire in the past or waited for the
perfect time in the practice to hire, now
is not the time to delay. If you are short
on staff, then move forward with hiring
immediately. Not only do you need to replace
your team members unwilling to
return, but you might also need to be
slightly overstaffed to handle the excessive
patient flow as well as to be properly
staffed if COVID strikes a team member.
Problem #2:
Lack of oxygen, lack of energy.
I have seen the physical impact of so
much PPE. Every office I enter, the team
and doctors simply seem worn out.
Solution: In addition to the very real
lack of oxygen, teams are also experiencing
mental burnout. All of the new
COVID requirements are literally exhausting.
It is important to take the time
to mentally rest. If you have typically
worked through without lunch, you need
to build a break in. You and your team
need oxygen (or a time without masks)
as well as a mental breath as well. If you
are consistently working into your scheduled
lunch break, see if your team can
schedule more carefully to ensure a full
lunch break. Make sure that you and
your team are getting a few minutes of
outside air and sun during the lunch
break. Also, find a way to bring laughter,
encouragement, and non-COVID conversations
into your practice. You and
your team need brightness and energy
right now.
Problem #3
Patients have strong preferences
on protocols.
Patients are always opinionated, but
they seem to be even more opinionated
these days.
Solution: Keep in mind that you’ve never
built protocols strictly around patients.
Of course, they are a part of your consideration,
but when they complain about
your “payment due at the time of service”
policy, do you consider changing it? No.
I recommend weekly reviewing your
COVID protocols and ensuring that you
still want to stick with them. If you still
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