QUALITY

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PYRAMID OF QUALITY
TERRY REILLY HEALTH SERVICES
DENTAL DEPARTMENT
QUALITY
EFFECTIVENESS
RELIABILITY
PATIENT SERVICE
TEAM WORK
ATTITUDE
COMMUNICATION
TALENT
EMPATHY
HONOR
INTEGRITY
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PYRAMID OF QUALITY
TERRY REILLY HEALTH SERVICES
DENTAL DEPARTMENT
QUALITY
EFFECTIVENESS
RELIABILITY
PATIENT SERVICE
TEAM WORK
ATTITUDE
COMMUNICATION
TALENT
EMPATHY
HONOR
INTEGRITY
3
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

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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

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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

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always do what you say you will do

• With no malicious gossiping
• No backbiting

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never lie or blame others

• OWN YOUR MISTAKEs
• Respect your co-workers!

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

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Honor VS Integrity

• 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

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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

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

• Sympathy Im sorry for your pain
• Apathy I ignore your feeling
• Telepathy I know how you feel, Im reading
  your mind
• Hip I sense your vibes
• Empathy I understand how you feel

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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

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

• ITS HOW YOU SAY IT
• ITS WHAT YOU DONT SAY
• THEN ITS WHAT YOU SAY

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Lack of Communication

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

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WHAT PEOPLE REALLY HEAR

• CONTENT 24
• INFLECTION 30
• NON-VERBALS 46

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

• A SPECIAL NATURAL ABILITY OR APTITUDE

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DONT 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

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

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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?

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

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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.

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

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ATTITUDE

• Evaluate all negatives in your life
• Be prepared to change
• Friends
• Family IM NOT KIDDING
• Habits

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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!

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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

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PYRAMID OF QUALITY
TERRY REILLY HEALTH SERVICES
DENTAL DEPARTMENT
QUALITY
EFFECTIENESS
RELIABILITY
PATIENT SERVICE
TEAM WORK
ATTITUDE
COMMUNICATION
TALENT
EMPATHY
INTEGRITY
HONOR
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EFFECTIVENESS
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Effectiveness is a measure of meeting goals,
objectives and expectations
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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 teams efforts

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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
• THATS NOY MY JOB!

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TERRY REILLY DENTAL TRIPLE E AWARD

• EFFICIENCY
• EFFECTIVENESS
• EFFORT

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

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

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• 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.

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

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BUT EXCELLENT QUALITY SHOULD ALSO CONTAIN A
MEASURE THAT EXCEEDS REQUIREMENTS
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• 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

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• 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

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Vision

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

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Goal Setting

• Achieve the vision
• Improve your department
• Written, Measureable, with deadlines

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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

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This Produces WORLD CLASS OUTCOMES!

• YOU CAN BE BETTER ONLY IF YOU STRIVE TO BE BETTER

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REACH YOUR POTENTIAL!

• Then go beyond it!
• You can

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