Compliance. What do you think of when you see that word? Better yet, what emotions does that word stir up?
How do you feel when you are ordered to comply with things like OSHA and HIPAA regulations? How about complying with tax laws, court orders, speed limits, and other rules of society? I’m not asking if you do or do not comply; I’m asking what emotions compliance stirs up. For me, it’s fear, resentment, stress, and pressure. It’s knowing that if I don’t follow the rules to the letter (well, maybe I can go 10% over the speed limit), someone can claim the right to punish me in some very unpleasant way.
When I was in dental school and for a good part of my career, we talked about the non-compliant patient—you know the type: the patient who doesn’t follow our hygienist’s so-called Oral Hygiene Instructions or the one who doesn’t follow through on our meticulously designed “we know what’s good for you, so make an appointment, OK,” treatment plans. This worked until about the 1980s when patients learned the magical phrase to shut us down: “I’ll think about it.” And if you haven’t figured it out yet, those four words mean “Buzz off. You’re not gonna see me anymore.”
HOW ABOUT COOPERATION?
Cooperation sounds a whole lot nicer than compliance, doesn’t it? A closer look will tell us a bit more. Cooperation often implies individuals, patients (with their Docs or Hygienists), or teams working side by side with minimal integration, sharing resources or information but maintaining largely independent roles and goals. In cooperation, there’s also a risk of miscommunication or misalignment since parties may only focus on their specific tasks rather than the overarching objectives. Cooperation sounds less unpleasant than compliance, but it likely will not lead to a team functioning well or a patient getting healthier.
I’ve heard of dentists who, upon onboarding new employees, give them a long list that includes the doctor’s pet peeves. If I were to receive a document that included cooperating (or complying) with the Doc’s list of “don’t (you dare) do this,” or “you better do this (or else)” items, I would be more fearful of incurring the Doctor’s wrath by making a petty error than being productive and eager to get something done! I would also be extremely reluctant to think independently or even bring innovative thoughts for the Doc’s consideration!
Cooperating with so-called oral hygiene instructions may have a person start flossing and brushing for a while, but the new habits will not be sustainable if they don’t understand the purpose of great self-maintenance.
SO WHAT’S THE MAGIC WORD?
The magic is collaboration!
Collaboration transcends both compliance and cooperation by fostering an environment where individuals are fully engaged, contribute unique insights, and work towards a shared vision. Unlike compliance, which involves following rules or directives with little room for creative input, collaboration encourages open dialogue and the integration of diverse perspectives. This sounds great—and it is—but it takes a bit of work and a change in mindset to establish.
DO YOU HAVE A MISSION/VISION/PURPOSE?
Having a purpose is critical. And all team members must be vested in it; that is, the values of the practice need to be congruent with those of all team members.
When team members collaborate on a shared mission with common goals and known benchmarks, everyone is significant, and the focus is on becoming better rather than robotically implementing pre-established guidelines.
Collaboration also involves a deep level of interdependence. It requires trust, open communication, and mutual respect, where participants actively listen to one another and build on each other’s ideas. The collective intelligence that emerges from such synergy is greater than the sum of individual contributions, driving both creativity and efficiency. As research in organizational psychology shows, teams that collaborate well tend to produce higher-quality outcomes and are more adaptable in a changing world. They also have more fun and more loyalty to your practice/business!
And with our patients, collaborating for good health is a very individual thing. When we learn who our patients are, what level of health they seek, and what their capabilities are, we can co-create plans of action that they can engage with a sense of mission and with the comfort of knowing there’s a team of professionals ready to support them!
In today’s world, where people are leaving jobs in general and dentistry in particular, and patients change their doctors because an insurance company or discounter lures them, the authoritarian doctor/boss-knows-best mindset and office culture are not sustainable. Today’s workforce wants more than a paycheck for prescribed, often micromanaged labor. Patients need to see that you are more than a provider if they are going to stay with you! Collaboration for a worthy cause is the key to success, fulfillment, and longevity in the workplace!
Collaborate, do well while doing good, and Enjoy the Ride!
ABOUT THE AUTHOR
Alan Stern, DDS, retired from clinical dentistry in 2023 and now operates Better, Richer, Stronger, LLC. He is a dental practice coach, keynote speaker, and author.
His book, Enjoy the Ride, is available on Amazon.
Join his Facebook group strangely called Better, Richer, Stronger.
He can be reached at alan@Betterricherstronger.com.
FEATURED IMAGE CREDIT: Markus Winkler from Pexels.com.
