How Do You How Do You BenchmarkBenchmark Your Dentists?Your Dentists?

Do your measures give you leverage Do your measures give you leverage and access to improving your dentists’ and access to improving your dentists’

practices?practices?

Do your measures give you leverage and Do your measures give you leverage and access to improving your relationships and access to improving your relationships and

services services to your dentists?to your dentists?

You can only manageYou can only manage

what you measure.what you measure.

DDENTAL ENTAL PPRACTICE RACTICE AASSESSMENT AND SSESSMENT AND

BBENCHMARKING ENCHMARKING TTOOLS OOLS

““The Practice Performance Dashboard”The Practice Performance Dashboard”

• onPARConPARC is an ASP - Application Service Provider.

• onPARConPARC custom designs and delivers surveys that assess the performance of a dental practice and its personnel.

• onPARConPARC provides the training and direct support for

its customers to use these tools effectively.

What is onPARC?What is onPARC?

onPARC instruments assess the most critical areas of dental practice:

• Business / Business Performance Assessment

• Patients / Patient Satisfaction Survey

• Dentist / Dentist Satisfaction Assessment

• Employees / Staff Satisfaction Survey

• Marketing / Referral Satisfaction Survey

• Dentist Satisfaction with PPO, Payer or Vendor

onPARC’s AssessmentsonPARC’s Assessments

• onPARC can deliver its assessments as a stand-alone, outside third party - the onPARC Company.

onPARC’s Assessment Delivery OptionsonPARC’s Assessment Delivery Options

• onPARC can deliver its assessments as a stand-alone, outside third party - the onPARC Company.

• onPARC can deliver its assessments as a backroom provider, setting up the assessments so they appear to be delivered and processed via your Website - your logo, font and style are recreated.

onPARC’s Assessment Delivery OptionsonPARC’s Assessment Delivery Options

• onPARC can deliver its assessments as a stand-alone, outside third party - the onPARC Company.

• onPARC can deliver its assessments as a backroom provider, setting up the assessments so they appear to be delivered and processed via your Website - your logo, font and style are recreated.

• onPARC can deliver some of the assessments as an independent party, while the customer appears to provide other assessments.

onPARC’s Assessment Delivery OptionsonPARC’s Assessment Delivery Options

• Enterprises whose management of dentists & their associated practices is tied to their success.

• Companies that require performance improvement from dentists and their practices.

• Companies that want to enable dentists to be more successful.

Who Is onPARC Working With?Who Is onPARC Working With?

• Enterprises looking for better ways to measure and manage their dentists and dental networks.

• Companies who want to be effective in improving loyalty and relationships with their participating dentists.

• Companies that see improving their participating dentists’ practices as real value-added while enhancing their competitive advantage.

Who Is onPARC Working With?Who Is onPARC Working With?

• Dental Practice Management Consulting Companies• PPOs• Dental 3rd Parties• Private Practice Dentists• Dental Internet Companies• DPMs, DHMOs, Large Group Practices

onPARC’s CustomersonPARC’s Customers

• Suppliers with practice management software• Dental Schools• Government Agencies• Professional National or State Dental Organizations• Pharmaceutical / Biotechnology

onPARC’s CustomersonPARC’s Customers

• Provides immediate feedback not delivered by the industry or the dental practice itself.

• Reveals to dentists, executives and consultants, specifically where the problems exist within a dental practice’s core business functions.

onPARC’s Value PropositiononPARC’s Value Proposition

• Provides dentists, executives and consultants with real-time, “actionable” information on what is or isn’t working.

• Provides a means of measuring and comparing activities of dentists and their practices for more effective management, enhanced provider relations and continuous quality improvement.

onPARC’s Value PropositiononPARC’s Value Proposition

• Saves losing patients. Enhances attracting new ones.

• Improves staff retention.

• Improves dentist’s satisfaction.

• Clearly informs dentists where and what to work on to improve practice performance and practice revenues.

• For specialists, it increases referrals.

onPARC’s Value Proposition - DentistsonPARC’s Value Proposition - Dentists

• Informs 3rd party what is working and not working in their transactions with dentists.

• Improves retention of dentists in their networks.

• Improves dentist’s satisfaction with 3rd party.

• Informs 3rd party what to handle to improve relationships and services to their dentists.

onPARC’s Value Proposition - PayersonPARC’s Value Proposition - Payers

• Informs PPO what is working and not working in their relationship and service with their dentists.

• Allows legitimate benchmarking of practices.

• Identifies ‘best practices.’

• Enables better member practice performance and results.

• Enhances transactions with 3rd parties.

onPARC’s Value Proposition - PPOsonPARC’s Value Proposition - PPOs

CONVEYANCECONVEYANCE

There are several ‘access’ options for utilization:• Any Internet-ready computer or handheld• Web access via office or home computer• “Dumb” PC in the practice waiting room• Pre-configured PC Pad• Personal Digital Assistant (PDAs)

Dental Practice Staff Satisfaction Survey

Sample Report of Findings:Drs. John .…... & Steve .………..

February 11, 2002

Report of Findings

Four Interconnected Elements

• Data Reporting

• Data Analysis

• Issues Identification

• Recommendations

Report of Findings

Here is how you scored by category on a scale of 1-10 (1=Completely Disagree and 10 = Completely Agree):

OVERALL……………..81%OVERALL……………..81%

Service………………..82.4%

Appreciation…………. 77.9%

Leadership…………... 82.6%

Marketing…………….. 91.5%

Communication……... 74.4%

Management………... 75.8%

Scale80 -100 - Good to Excellent65 - 80 - Fair50 - 65 - Poor0 - 50 - Failing

Scale80 -100 - Good to Excellent65 - 80 - Fair50 - 65 - Poor0 - 50 - Failing

Staff Satisfaction Results

Staff vs. Doctor Comparison

8375

8388

74 7584 85 84

95

72 74

0102030405060708090

100

Staff

Doctor

Scale80 -100 - Good to Excellent65 - 80 - Fair50 - 65 - Poor0 - 50 - Failing

Scale80 -100 - Good to Excellent65 - 80 - Fair50 - 65 - Poor0 - 50 - Failing

Comparison Staff vs. Doctor - Overall Categories

0

10

20

30

40

50

60

70

80

90

100

Servic

e

Appre

ciatio

n

Lead

ersh

ip

Mar

ketin

g

Comm

unica

tion

Man

agem

ent

Front

Back

Doctor

Comparison (Front & Back) and Doctor

Staff Satisfaction “Snapshot”

Overall Score: Each Category - “Struggling” Practice

SERVICE

0

20

40

60

80

1 2 3 4 5 6 7 8 9 10

APPRECIATION

0

20

40

60

1 2 3 4 5 6 7 8 9 10

LEADERSHIP

0

20

40

60

1 2 3 4 5 6 7 8 9 10

COMMUNICATION

0

20

40

60

1 2 3 4 5 6 7 8 9 10

MANAGEMENT

0

20

40

60

1 2 3 4 5 6 7 8 9 10

MARKETING

0

20

40

60

1 2 3 4 5 6 7 8 9 10

The Practice The Practice Performance DashboardPerformance Dashboard

For More Information Contact:For More Information Contact:

Dr. Marc CooperDr. Marc Cooper206.323.2820206.323.2820

mcooper@emisar.commcooper@emisar.com