TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT

TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT
PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

“Character is what you are in the dark” ~ D. L. Moody
integrity “So live that you would not mind selling your pet parrot to the town gossip” ~ Will Rogers “Character is what you are in the dark” ~ D. L. Moody

Integrity in a person: Consistently honest and sincere
Continuity of character across social boundaries Faithful to commitments Does the right thing Pleasantly does what they say they will do

Bold and Bare Facts Most people feel they have high integrity
Yet, 93% of American workers admitted to lying regularly at work 60% said they knew of an ethical violation at work but did not report it 47% of Fortune 1000 secretaries had been asked to lie by their bosses

always do what you say you will do
With no malicious gossiping No backbiting

never lie or blame others
OWN YOUR MISTAKEs Respect your co-workers!

We are often given awards for honorable acts.
= We laugh at honour and are shocked to find traitors in our midst. (C.S. Lewis) Rather fail with honour than succeed with fraud.. (Sophocles) The fate of humankind is often determined by specific, positive or negative, social estimation of honor. We are often given awards for honorable acts.

Honor VS Integrity So integrity is what we emanate
“He acts with integrity” We find his actions honorable. So integrity is what we emanate Honor is abiding by the highest social codes within a given group Honor is ACHIEVED through others acknowledging our actions

CODE OF HONOR U.S. Navy places honor among the highest achievements.
It greatly supports self-esteem and gives us a sense of purpose It enhances our Integrity

PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION Honor Empathy TALENT INTEGRITY

EMPATHY

Contrasting phenomena
Sympathy – “I’m sorry for your pain” Apathy – “I ignore your feeling” Telepathy – “I know how you feel, I’m reading your mind” Hip – “I sense your vibes” Empathy – “I understand how you feel”

Bottom Line The more time we spend thinking of others the more we are liked and the less we worry about ourselves. Truly understanding others leads to caring, thoughtful actions It is the opposite of egocentric action

COMMUNICATION ITS: “HOW YOU SAY IT” IT’S: “WHAT YOU DON’T SAY”
THEN IT’S: “WHAT YOU SAY”

Lack of Communication Say what you think -respectfully
Leads to mistrust Leads to wrong conclusions Leads to inefficiency Degrades Teamwork Lowers Morale Say what you think -respectfully

WHAT PEOPLE REALLY “HEAR”
CONTENT – 24% INFLECTION – 30% NON-VERBALS – 46%

A SPECIAL NATURAL ABILITY OR APTITUDE
TALENT A SPECIAL NATURAL ABILITY OR APTITUDE

THERE IS NOTHING HOLDING US BACK BUT OURSELVES
DON’T BE SATISFIED WITH BEING THE “BEST”-BE BETTER!!!! WE CAN INCREASE OUR TALENT! We have enough innate ability We have the capability We have the “know how” We have what it takes THERE IS NOTHING HOLDING US BACK BUT OURSELVES

TEAMWORK

THE WHOLE IS GREATER THAN THE SUM OF THE PARTS
No team has ever won without complete support from every team member When you are at work never lose sight that you are either contributing to the team or letting the team down Personal lives just have to take a back seat

Examples of great teams
BSU – their individual talent was less than several of their opponents but the sum was greater Biologic teams – coral reef, your body, the rhizomes that are vital to plant growth The Blue Angels Are we a great team?

PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

patient service PATIENT SERVICE

Patients’ Expectations
Telephone courtesy – smiling voice that sounds eager to help The staff seems genuinely concerned for their welfare Not distracted be personal conversations Non-verbals show a deep respect for their time and concern for quality care

Patient expectations Respect for their time – appointed patients should not wait more than 15 minutes without an explanation Courtesy – even when it hurts! The center of focus for all staff Treated with utmost professionalism They are the source of our LIVELYHOOD.

PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

ATTITUDE Is a habit that requires practice
Go out of your way to help someone else Evaluate all negatives in your life – LET THEM GO!

ATTITUDE Evaluate all negatives in your life Be prepared to change:
Friends Family – I’M NOT KIDDING Habits

ATTITUDE Refuse to use negative language You will be the way you talk
We become what we think about and we talk the way we think Believe it or not, you control every thought!

attitude Accountability verses Victim A way of life A way of reacting
We do not control what happens in life, we control how we react to it. It takes 21 days to de-trigger a bad habit

PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

EFFECTIVENESS

Effectiveness is a measure of meeting goals, objectives and expectations

Ways to be effective Always be on time
Complete all assigned tasks efficiently Look for ways to improve Be pro-active in creating ways to help your team Find the best avenues to work within the scope of your job Find ways to improve your own job description and enhance you team’s efforts

Ways to be ineffective Chronically late
Calling in sick just because you want the day off Having a chip on your shoulder about a fellow staff member Looking at the negative rather than finding the positive Thinking about personal problems and forgetting work issues THAT’S NOY MY JOB!

TERRY REILLY DENTAL TRIPLE “E” AWARD
EFFICIENCY EFFECTIVENESS EFFORT

NOT IN DENTAL! RELIABILITY
In many jobs, it does not cause great problems to be late or missing NOT IN DENTAL!

The nature of our work makes reliability very important
When one of us is missing someone else has double the load because the number of patients remains the same. We have very small staffs We do our best to accommodate personal needs whenever possible but we need you.

QUALITY

Quality Defined Quality has no specific meaning unless it is related to a specific function Quality is perceptual, conditional, and somewhat subjective A MEASUREMENT OF COMPLIANCE TO ESTABLISHED REQUIREMENTS

BUT EXCELLENT QUALITY SHOULD ALSO CONTAIN A MEASURE THAT EXCEEDS REQUIREMENTS

If you are going to achieve excellence in big things, you develop the habit in little things. Excellence is not an exception, it is a prevailing attitude Colin Powell

There is one quality which one must possess to win, and that is definiteness of purpose, the knowledge of what one wants, and a burning desire to possess it Napoleon Hill

Vision Pathway for the future Strategy for the dental department
Motivates the team

Goal Setting Achieve the vision Improve your department
Written, Measureable, with deadlines

EXCELLENT QUALITY IN DENTISTRY INCLUDES
World Class Talent World-Class Efficiency World-Class Customer Satisfaction World Class Integrity World Class Honor World Class Teamwork World Class Reliability World Class Attitude World Class Communication World Class Empathy

YOU CAN BE BETTER ONLY IF YOU STRIVE TO BE BETTER
This Produces WORLD CLASS OUTCOMES! YOU CAN BE BETTER ONLY IF YOU STRIVE TO BE BETTER

REACH YOUR POTENTIAL! Then go beyond it! You can

PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY PATIENT SERVICE TEAM WORK ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT

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