Focus on the Negatives

Something I Learned from Michael Jordan’s Trainer

-Written By Dr. DeAngelo S. Webster

When we think of greatness, few names stand out like Michael Jordan. Behind his seemingly unstoppable prowess on the basketball court, there was a man named Tim Grover. A brilliant trainer, Grover had an unconventional approach to elevating performance that took Jordan to championship heights. Interestingly, this method holds invaluable lessons for dental professionals. In 2022, I spent 6 weeks, 3 hours per week, with Grover in a training program – this is one of the lessons I took away from my time with Tim.

Grover’s Unique Focus on Negatives

In contrast to the common practice of celebrating positives—points, rebounds, and assists—Grover would delve into the less glamorous statistics. He examined turnovers, assessed defensive lapses, and scrutinized every instance where Jordan could have done better. His philosophy: The positives are what you’re going to do anyway, that’s the fun stuff, and you’re already good at them. It’s eliminating the negatives that make you great.

In other words, anyone committed to their field is going to enjoy and improve on what they already excel at. It’s in identifying and eradicating the weaknesses where true champions are made.

Translating to Dental Practice: The Case for Negative Numbers

For a dental practitioner, this approach might feel a bit like looking under the metaphorical gumline—it’s uncomfortable but necessary. A typical dental practice revels in its positives: high patient retention rates, positive online reviews, and a growing number of referrals. But what about the negative numbers?

Think about instances of cancellations and no-shows, poor treatment outcomes, or the frequency of billing errors. There are also subtler metrics such as patient wait times, the number of remakes for lab cases, or patient complaints about pain or discomfort during treatments. While it’s great to celebrate your practice’s triumphs, attention must be paid to these less glamorous aspects to truly excel.

Tackling the Negatives: Practical Steps for Dentists

Take Note of Clinical Shortcomings

Begin with meticulously detailed notes about your clinical appointments. Some of these may simply be reflections that you keep in a private notebook/document and not explicitly in the chart. Note any complications or errors during procedures. Did the core de-bond when you removed the temp? Were there instances of postoperative infections? Bleeding that took too long to control? These are your ‘turnovers’ in dental practice.

Self-Audit for Billing Errors

Billing errors and insurance fraud, even when committed inadvertently, can have severe repercussions. Frequent self-audits can catch these issues early on. Think of this as guarding your court to prevent the opponent from scoring.

Post-Treatment Surveys

Implement post-treatment surveys asking for honest feedback. If someone was uncomfortable or dissatisfied, you want to know. This is akin to watching game footage to identify where the other team scored points against you.

Staff Training

Sometimes the turnover isn’t just about the dentist; it’s about the team. Ensure your staff is well-trained to avoid common mistakes, from patient interaction to sterilization protocols. Train your staff to look out for mistakes and errors and to feel empowered to both correct those errors before they balloon and also to report them to you early on if they are unable to solve the problems themselves.

Time Management

If you consistently run behind schedule, analyze the reason. If you run behind even once, analyze the reason. Is it a procedural inefficiency, or are you overbooking? Effective time management is your ‘defensive strategy’ to ensure that every appointment runs smoothly.

Continuing Education

Lastly, remember that the field of dentistry, like any other, evolves. Regularly update your skills and knowledge to eliminate the ‘weak spots’ in your clinical practice.