Several leaders throughout the company were asked to provide examples on the use of C.A.N.I. (Continuous and Never-ending Improvement) within their departments. The following are real life examples of C.A.N.I at SAE.
Our HR Coordinator, Sue Krause said, “When new team members first start at SAE, the human resources department spends quality time helping the recruit integrate with the team and company culture. It is this orientation period where the integral concepts that help make SAE so special are introduced, explained, and encouraged. One of the most important concepts is C.A.N.I.”
Jessica Imler, our Patient Care Managerial Coordinator noted one of our company values of treating patients like guests in our own home. She stated, “When patients are experiencing discomfort or feeling stress, creating a positive visit for them can be very challenging. Utilizing C.A.N.I., we can take each interaction that does not go as we’d hoped, examine what occurred, and work toward better outcomes.”
Our team members are encouraged to be proactive in creating a welcoming environment any way they can. One example of this C.A.N.I. in action. Many patients can struggle filling out paperwork. Maybe they are too nervous, experiencing too much pain, etc. Rather than allow a patient to continue to struggle, our team members are now trained to offer to fill out the registration papers for a patient.
Another example of C.A.N.I. in action is how best to prepare a patient for the financial aspect of their visit. Our Financial Coordinator, Veronica Ibarra-Boyed, stated the following. “We understand that patients are anxious enough when they come to an appointment, and we don’t want them to have an added stress of having to worry about the expense. It is standard that all patients receive an estimate before they arrive. C.A.N.I. has produced the improved system of reaching out to patients before their arrival and offering to verify their insurance benefits. Knowing what type of coverage one has cuts down the anxiety and eliminates any last minute surprises.”
Patient Experience & C.A.N.I.
Taking care of people and how we are able to accomplish this is of paramount importance. By constantly tweaking each system, based on customer feedback, we are able to continually improve and enhance the customer service experience in our practice.
Personal Growth & C.A.N.I.
The C.A.N.I. philosophy prioritizes individual growth by having team members reflect on their strengths and weaknesses and at the same time target specific areas where improvement is needed.
Our Practice Administrator, Michael Austin, said, “SAE’s leadership team encourages brainstorming to solve problems as a group. For example, one team member suggested adding fresh flowers in the patient restroom. One small change allowed every patient to feel extra pampered during their visit. It is also something our patients have commented on the most.”
Our team members are highly encouraged to read or listen to audio books and to attend seminars throughout each year. Erin Aguilar, our Dental Assistant Managerial Coordinator talked about the importance of these efforts stating, “Continual training helps our team stay up to date on the latest trends, and concepts, and helps our practice to remain agile and adaptable in an ever-changing industry.”
Marketing & C.A.N.I.
Melissa Chatham, our Practice Representative, attributed teamwork as being a key component to the continuous and never-ending improvement of the Marketing Department. She said, “Weekly morning meetings are held with the PR team to collaborate on ways to better serve our patients and referring offices. We strive to represent SAE in the most professional manner, and are always available to accept suggestions. Our department also uses surveys to continually evaluate and perfect patient experiences, team efficiency, and referring office requests. As a result of this feedback, we are able to adjust and refine each system and process.”
“Celebrate what you accomplish, but raise the bar each time you succeed.”
~ Mia Hamm
Constant and never-ending improvement may sound like an exhausting process, but, for the teams at SAE, it provides energy and drive. Each day brings fresh challenges and inspiration. Team members are regularly successful at meeting their goals and have ownership in creating a patient experience that feels special and personalized.