Focus on Communications

FOCUS ON COMMUNICATION

Kelly Stillman

Director of Communications

It’s the most wonderful time of the year!

The spirit of the season and time shared with loved ones is a gift far too often taken for granted. As we close out 2018 and start anew in 2019, I’m thankful for the gift of new opportunities and colleagues, and the potential of our great organization.

It’s exciting to join such a dynamic and innovative company; and, I’m grateful for the gracious welcome that all of you have shown me over the last couple of months. The last several years of my career have been focused on continuous improvement and ensuring the provision of compassionate, world-class care for patients. I’ve developed a true passion for this work.

As we aspire to become Stronger Together through new affiliations and the creation of value across the DCA Family, it’s a pivotal time for the business. ‘Improving communication at all levels of the company, promulgating our culture of service, quality and success’ is one of the Vital Few for 2019. My focus will be to instill a culture focused on the DCA experience – to develop effective and meaningful communication, create a world-class patient experience and elevate the engagement of our doctors and team members across the country.

“The Experience Gap” illustrates that 80% of companies believe that they provide a superior product or service, but only 8% of their customers agree.

A relatively new concept, experience management (XM) is a holistic approach that helps organizations measure, prioritize and optimize every experience that we provide across the business. This is a shift in our thinking, which should thoughtfully encourage and empower all team members to be forward-thinking, and to delight our patients at every touchpoint throughout their journeys.

COMMUNICATION

The creation of our company intranet, the DCA Insider and the recent Town Halls are a direct result of the feedback you shared during the last Team Member Engagement Survey. The underlying philosophy is simple: how we communicate with patients, providers and with each other is fundamental to building trust and satisfaction, which ultimately drives volume and growth.

Continued focus will be apparent as we further develop tools like as D.I.C.E. (www.dcadice.com), with new features like interactive doctor and team member forums, the latest department news and updates, an active directory with key contact information and links to DCA’s and our affiliated practices’ social media sites. We will continue to look for ways to better communicate with you, to ensure alignment to and execution of our organization’s goals.

TEAM MEMBER ENGAGEMENT

Engagement is the emotional connection team members feel with DCA and therefore the extra energy and commitment they are willing to expend. In other words, the “above

FAVORITE HOLIDAY TRADITION

As the weather started to turn cold, our Hoosier clan of family and friends would pile into cars and head to a local Christmas tree farm. The hunt for the perfect tree, lots of love and laughter, and time spent together is a memory that is always with me during this season. Today, I live to experience that with my son Finneus, as we pick out our tree and give thanks for our many blessings throughout the holidays.

and beyond” factor. Team member engagement is a proven driver of productivity, workforce creativity, revenue growth and customer experience

That’s why how we interact with and treat each patient is just as important as the quality of care they receive. We must tailor the experience to meet the unique needs of each individual.

PATIENT EXPERIENCE

It’s critical to understand our patient experience, but widely-distributed surveys and online reviews are not enough to get a complete picture. Patient experience management programs track every interaction and analyze the feedback data to close the gap between what customers expect and what experience is currently being delivered. Using innovative technology and tools, we must seek a deeper understanding of our patients’ needs and how we can work together to deliver the best possible experience.

In closing, I look forward to tackling all of these opportunities with you, and encourage your suggestions on how we can become Stronger Together. Please reach out anytime or email dcacommunications@dentalcarealliance.com.

80%

of CEOs believe they are delivering a superior experience

EXPERIENCE GAP

8%

of customers agree