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Embrace Progress: It’s Always Time for a System by Daniel Grob, DDS, MS, Editorial Director

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I've had a couple of consultants visit my practice during my career—some of the best—and the experience has been very rewarding. But what can you do to get ready for a consultant—or better yet, what can you do on your own to organize your office, yourself and your staff? How do you create your own system?

A system is defined as a set of connected things or parts forming a complex whole, a set of principles or procedures according to which something is done, and an organized theme or method.

In the practice of dentistry or orthodontics, you'll need a series of procedures, lists and scripts that, when put together, define your vision, practice and culture. A common misconception is thinking you're too small for a system and that you and your team all work together fine without systems. That's almost the worst excuse for not having one.

There is nothing like one of your key employees leaving abruptly to show the remaining employees how little they know about the other employees' jobs—unless you have a system in place. Some doctors think that they need to be big or be part of a corporate organization to utilize a system. In response to this I ask, "How do you think they got to be a big corporate organization?"

For example, my son manages a restaurant for a large corporate chain. He was charged with implementing the systems utilized by a smaller California microbrewery when it was acquired by his corporation. This small SoCal chain was acquired because it had an impeccable system. What the food looked like, how the food was arranged on the plate, and even the music playlist in the background were all written down for anyone to follow. This allowed for continuity, ease of training and consistency of patron experience.

Large businesses need systems
As businesses get large, a systemic approach is essential. As Dr. Howard Farran points out in his book, Uncomplicate Business, one of the key elements of successfully managing a business is to watch the numbers. In order to watch the numbers, you need a consistent approach to implementing the business and doing tasks. Growth results from systems! I have found that having systems is what allows a small business to become large. If you get large without systems, you get burned out. Start slowly, but do start. It's that simple.

So where do you start? What is the best way to get organized? Ron Roncone, a well-respected orthodontist, business manager, and growth expert, once said that you should "write a page every day." This page could be a list, a script or procedure, but the point is to write something down every day. At the end of a year, you will have 365 pages of a manual, lists and/or procedures that can become your office manual, employee handbook or textbook, depending upon your goal. Imagine that!

Where do you start?
Everyone probably has his or her own set of important factors that make a practice work. What I have done over the years is organize the practice into distinct areas. Walk through your office and write down the experience from the patient and staff's point of view. Some rooms to keep in mind are: the reception area, front desk, business office, clinic, lab, consultation room, and the records area.

You may have more areas or not as many, but the preceding list is a great starter checklist. Next, write down essential procedures and checklists related to each area. For instance, for the reception area, you may write, "magazines, coffee bar, games for kids, TV channels," etc. While you're at it, look at details:

Is the front door in good repair? Is it easy to open, and is it clean?

How about the carpet? How often do you have it cleaned?

Are the chairs in good shape?

How does your reception area smell? Is it well lit?

How often do you check these particulars? Write it all down. Then look behind the front desk. What are the procedures there?

Are the chairs comfortable?

Is the software up to date?

Involve your staff. Ask questions. Be nosy. What works—and what doesn't? You want this to be as comprehensive as possible.

Everyone in the office should be familiar with Microsoft Word, especially outline view. Using Microsoft Office (or a similar set of programs) in outline view makes the task easier, fulfilling and almost enjoyable. Writing everything down allows for re-ordering and organizing, and is generally a simple way to list your thoughts prior to putting together your binders of lists and procedures. Once you have everything organized and printed out, don't pat yourself on the back and then put the binders on a shelf! A system is not engraved in stone. You will constantly be making revisions and updating processes as new efficiencies are introduced. Create a reminder system on your calendar (either physical or digital) so everyone remembers to reorder supplies or schedule the carpet cleaning. I suggest that you schedule a party or two in there, as well, to reward your team for a job well done!

Lists, procedures and scripts are the places to start in putting together the basic systems to help organize your practice. Getting the staff involved is helpful in getting things in writing, which is essential for everyone to understand the basics of your business philosophy. Once you get a few basic systems in place, you'll have your practice running smoothly in no time!


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September 2025
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