710: Mastering the Hand-Off; 1 Move With Big Impact – Michelle Wakeman
Are you ever at the doctor’s office and feel like no one is listening? That could be happening in your own dental practice! One solution is the hand-off, an important element in your practice. Kirk Behrendt brings in Michelle Wakeman, one of ACT’s amazing coaches, to explain what it is and how to do it right so that your patients have a great experience at each visit. To learn the recipe for an excellent hand-off, listen to Episode 710 of The Best Practices Show!
Learn More About Michelle:
More Helpful Links for a Better Practice & a Better Life:
Main Takeaways:
- Hand-offs elevate the patient experience.
- Learn when and how to perform a hand-off.
- Use the hand-off to set parameters on chat time.
- Know the four W’s to ask when handing off a patient.
- Set aside time to practice the hand-off with your team.
Snippets:
0:00 Introduction.
2:04 Why the hand-off is important.
3:58 The hand-off, explained.
6:10 Where the hand-off should happen.
11:07 Set parameters on chat time.
13:09 The hand-off recipe.
14:33 Language matters.
15:46 The hand-off steps for the admin team.
16:40 The hand-off steps for chairside assistants.
17:47 How to implement the hand-off into your practice.
20:03 You're either succeeding, or you're learning.
21:26 Last thoughts.
Michelle Wakeman, BSDH, Bio:
Michelle Wakeman, BSDH, brings nearly 20 years of clinical dental hygiene, administrative, managerial, and sales experience to the table. She has a passion for people and a natural aptitude for communication that has led her to develop meaningful relationships throughout her career in dentistry. As a coach, she seeks to help dental practices develop systems that enable them to enhance their patient experience, leading to better relationships among owners, team members, and patients, along with profitable outcomes.
In her off time, Michelle can usually be found at the ice rink supporting her son, Hunter, in hockey, the ball field cheering on her son, Carter, or the gym, reliving her days as a gymnast with her daughter, Leighton.
