Sometimes, dentistry needs to look to avenues other than the healthcare space to improve its systems and strategies, according to this dentist and CEO.
Industries that have nothing to do with the inside of a patient’s mouth can provide valuable insights that can be applied to the dental sector. The airline industry works to prevent plane failures before they happen. Fast food chains create systems to run like clockwork. Hotels turn first-time guests into loyalists.
Geith Kallas, DDS, the CEO of Smile Makers Dental Center in Tyson’s Corner, Va., recently connected with Becker’s to talk about how dentistry can learn from six other industries.
Note: This response was lightly edited for clarity and length.
Question: What is one thing that dentistry should borrow from another industry?
Dr. Geith Kallas: Dentistry is a healthcare profession based on curing diseases, providing preventive and elective services. Sometimes, it can borrow ideas, systems, strategies and protocols from different industries.
Dentistry could borrow predictive analytics from the airline industry.
How it works in airlines:
- Predict maintenance needs before planes break down.
- Optimize flight schedules and pricing based on demand forecasts.
- Reduce delays, increase efficiency, boost customer satisfaction.
Applied to dentistry:
- Predict patient treatment needs before emergencies happen, such as forecasting cavities and gum disease risks.
- Optimize appointment scheduling and staffing for less wait time.
- Proactive, personalized preventive care leads to happier patients and healthier smiles.
Dentistry is already tech-savvy in terms of CAD/CAM, digital X-rays, etc., but using data to prevent problems? That’s the next level. Patients love proactive care, and it’s better for the bottom line. Airlines focus on upselling, like offering extra legroom. Dentistry could “upsell” preventive packages or membership plans. DSOs that master predictive care will lead the industry.
Dentistry could borrow streamlined workflows from fast food industries.
How it works in fast food:
- Standardized processes like an assembly line at McDonald’s.
- Speed and consistency equals efficiency.
- Optimized staffing for peak hours.
Applied to dentistry:
- Standardize common procedures like cleanings and fillings.
- Create pre-planned appointment templates for efficiency.
- Train teams to work like a dental pit crew.
In dentistry, this could show up through reduced wait times, more patients being seen per day and a more consistent patient experience. Fast food doesn’t compromise on speed and quality. Dentistry can do the same with routine care.
Dentistry could borrow personalized guest experience strategies from the hotel business.
How hotels do it:
- Personalized service by remembering guests’ names and preferences.
- Luxury touches such as complimentary amenities and surprise upgrades.
- Following-up with post-stay surveys and loyalty programs.
Applied to dentistry:
- Personalized care by remembering patient fears and preferences. Examples could be sedation options and music choices.
- Comfort amenities by offering blankets, warm towels or aromatherapy.
- Follow-up with post-appointment calls or texts to ensure satisfaction.
The benefits are increased patient loyalty, positive reviews and referrals, and patients feel more valued and cared for. Hotels know a repeat guest is gold. Dentistry can build similar loyalty by focusing on the patient experience.
Dentistry could borrow branding and aesthetic consistency from the fashion industry.
How fashion does it:
- Strong brand identity with consistent logos, messaging and visuals.
- Aesthetic cohesion through uniform design across all platforms.
- Influencer partnerships and collaborations with trendsetters to showcase brand style.
Applied to dentistry:
- Brand your practice with consistent logos, website design and messaging.
- Create aesthetic consistency by showcasing smile transformations and before-and-after photos.
- Team-up with patient ambassadors to encourage happy patients to share their smile stories.
This leads to increased recognition and trust, attracts patients who value aesthetics and builds a loyal patient base. Fashion brands create desire through style and consistency. Dentistry can create desire for beautiful smiles through consistent branding and showcasing results.
Dentistry could borrow evidence-based protocols and quality and safety standards from the hospital business.
How hospitals do it:
- Standardized care pathways and protocols based on best practices and research.
- Quality metrics tracking to monitor patient outcomes, satisfaction and safety.
- Accreditation and certifications shows adherence to rigorous standards.
Applied to dentistry:
- Adopt and follow clinical guidelines based on research.
- Monitor patient treatment outcomes and satisfaction.
- Pursue dental accreditations to build trust and credibility.
This system leads to improved patient outcomes, enhanced credibility and trust and reduced risk of complications. Hospitals prioritize patient safety and quality care. Dentistry can benefit from similar rigor in protocols and quality assurance.
Dentistry could borrow subscription-based membership plans like Netflix.
How it works in streaming:
- Monthly fee provides access to content.
- Tiered plans with basic, premium and add-on plans.
- Predictive revenue with recurring subscriptions.
Applied to dentistry:
- Monthly dental memberships where patients pay a fee for services like cleanings, discounts and X-rays.
- Tiered plans could be basic (preventive care), plus (fillings, extractions) and premium (cosmetic services).
- Predictive revenue and creates a steady income stream for the practice.
For the dental industry memberships, patients get affordable, predictable care, dentists get loyal patients and steady income and it encourages preventive care and fewer surprises. Netflix changed entertainment. Dental memberships could change how people access dental care.
At the Becker's 5th Annual Future of Dentistry Roundtable, taking place September 14-15 in Chicago, dental leaders and executives will gain insights into emerging technologies, practice growth strategies and the evolving landscape of dental care delivery, with a focus on innovation, patient experience and operational excellence. Apply for complimentary registration now.
