Introduction

Strategic Planning for Peak Performance, Service, and Profits
The SOPs Productivity Pyramid
Level 1: Mission and Objectives
Level 2: Teamwork
Level 3: The Service Cycle and the “Nine Moments of Truth”

Building Your Own SOPs Productivity Pyramid
Step 1: Read This Book
Step 2: Prep Questions
Step 3: Get Team Support
Step 4: Supplies
Step 5: Choose a Strategy
Step 6: Use Meetings and Work Sessions to Complete Each Level of the Pyramid
Step 7: Monitor Work Progress
Step 8: Support and Appreciate Your Team’s Efforts
Step 9: Assemble and Review the Final Product
Step 10: Reward Yourself and Your Teammates

A SOP for SOP-Building
Standard Operating Procedure for Creating Your Own SOPs Manual
Getting Started
Session One: Present the Project to the Team
Session Two: Mission Statement and Objectives
Session Three: Teamwork
Session Four: Analyzing Your Service Cycle—The “Nine Moments of Truth”
Session Five: Divide and Conquer
Session Six: A SOPs Workshop
How to Write a SOP
Sample SOP Swap Label
SOPs Checklist
Session Seven: Another SOPs Workshop
Session Eight: Assembling Your Procedures Manual
Session Nine: Celebrate!

MISSION STATEMENTS

Mission Statement Questionnaire

Sample Mission Statement

Desired Outcome Fulfills the Mission Statement

PERFORMANCE AGREEMENTS
Introduction and Instruction

Dentist/Owner

Office Manager

Privacy Officer

Task Inventory: Management

STANDARD OPERATING PROCEDURES

Management SOPs Project Flow Sheet

The Business of Dentistry

Leadership by Design Assessment

Personnel Management

Finding and Hiring the Right People

New Employee Orientation

Staff Evaluations and Performance Planning

Front Office Training Schedule

Back Office Training Schedule

Continuing Education

Convention Attendance

Motivating Your Team

Creating a Team Agreement

Conflict Resolution

Inner-Office Memo System

Facilitating and Conducting Staff Meetings

The 12 days of Christmas Staff Appreciation Program

Converting to a New Charting System

OSHA and Regulatory Compliance

Office Security Check List

Computer Operations: System Log-In and Back-Up

Monitoring Sheets

Managing Dental Supply Cash Flow

Saving On General Office Supplies

Choosing the Right Dental Lab

Office Layout: Diagrams

Marketing

Nine Moments of Truth Marketing Analysis

Conducting Patient Satisfaction Surveys

Dazzle Cards

Practice Information Portfolios

Routine Patient Correspondence

Gifts to Patients and Colleagues
Business, Life, Disability for the Doctor

Licensing and Other Requirements

Bi-Annual Fee Updates

HIPAA Compliance in the Dental Office

Communicating Privacy Practices to our Patients

When an Authorization is Needed

Verification of Identity

Applying the Minimum Necessary Standard

Business Associate Agreements

Staff Training of Privacy Policies and Procedures

Discipline and Sanctions for Violations of Privacy Policies

Patient Complaints

Right to Access

Request to Amend Record

Accounting for Disclosures

Disclosure Log

Request to Restrictions on Use or Disclosure

Request for Alternative/Confidential Communications