Healthcare brand rallies frontline to activate wide-spread operational change

Jefferson Dental & Orthodontics successfully navigates a period of unprecedented change by engaging their frontline, creating resilient teams that are empowered to deliver a 5-star patient experience.

Company

Jefferson Dental
& Orthodontics

Industry

Healthcare

Locations

70+

Employees

800+

About Jefferson Dental
& Orthodontics

For over five decades, Jefferson Dental & Orthodontics has provided high-quality, convenient dental and orthodontic care to diverse communities in Texas. With the patient experience at the heart of everything they do, Jefferson Dental & Orthodontics relies on a talented frontline workforce, comprised of doctors, hygienists, dental assistants, and other vital team members, to provide the most compassionate, comfortable, and highest quality dental and orthodontic care.

“In times of uncertainty and rapid change, we couldn’t have asked for a more reliable partner. Nudge has enabled our teams to stay connected and motivated amidst a global pandemic, strengthening our culture and ability to help our patients in their time of need.”

Mick McCormick
CHIEF EXECUTIVE OFFICER AT JEFFERSON DENTAL & ORTHODONTICS

CHALLENGE

Transforming frontline operations without compromising on organizational culture

Halfway through the month of March, Jefferson Dental & Orthodontics started experiencing the widespread impacts of COVID-19, turning the business upside down and resulting in 90% of their frontline workforce being furloughed. Not even a month later, Jefferson Dental & Orthodontics locations, known internally as offices, were given the green light to reopen. However, they could only proceed after implementing a number of new protocols and procedures, requiring a degree of change management Jefferson Dental & Orthodontics hadn’t seen in recent history.

While the new operational mandate would ensure a safe office experience, for both employees and patients, Jefferson Dental & Orthodontics knew that it would be difficult to implement so many changes in a short period of time across their dispersed network of offices. Adding complexity, Jefferson Dental & Orthodontics was in the midst of a cultural change of its own. After bringing new leaders into the business and evolving their name, Jefferson Dental & Orthodontics wanted to ensure they could reopen their offices as quickly as possible, while also demonstrating their renewed focus on the patient and employee experience in line with their new brand values.

To navigate these new challenges, Jefferson Dental & Orthodontics needed a way to ignite their workforce, educating their dispersed teams on new changes and evolved expectations for the patient and employee experience.

SOLUTION

Rallying employees around change with engaging, informative communications

Jefferson Dental & Orthodontics was in a fortunate position to navigate the challenges facing its industry, having made the decision to partner with Nudge, a communications platform for frontline employees, in early 2020. With Nudge, Jefferson Dental & Orthodontics opened a two-way communication channel from their headquarters to each office and employee, ensuring every team member had access to the information, inspiration, and insights they needed to do great work.

Last year, Jefferson Dental & Orthodontics was experiencing a disconnect between the corporate headquarters and its staff in the field, struggling to get the right message to their offices at the right time to keep them in the loop on new initiatives. Having the foresight to invest in Nudge meant, when the pandemic hit, Jefferson Dental & Orthodontics was able to quickly leverage its new communications channel to help the business get back on its feet, rapidly preparing their offices to reopen.

Initially, Jefferson Dental & Orthodontics focused on engaging furloughed employees, keeping them connected to each other, the organization, and leadership until offices were ready to reopen. Once employees started to return to work, Jefferson Dental & Orthodontics designed Nudge campaigns that would improve employee knowledge and confidence, particularly on the topics of safety measures and scheduling changes. By sharing engaging content, like videos, images, and other multimedia, Jefferson Dental & Orthodontics was able to reinforce new operating procedures and use quizzes to test employee competence in a fun way.

Going beyond top-down updates, Jefferson Dental & Orthodontics was eager to hear from their employees on what is working during reopening or what they could do differently. For example, Jefferson Dental & Orthodontics asked for feedback on how employees feel about presenting major treatment options to patients and encouraged employees to share stories about their colleagues going above and beyond at work. Using surveys and forum-like feedback channels, Jefferson Dental & Orthodontics was able to ask their staff for ideas to optimize the patient experience, improve office health & safety, and ensure personal well-being for each employee.

“Before Nudge, we struggled to get the right message to our teams at the right time and ensure all employees were in-the-know on new initiatives. We made the right decision to partner with Nudge, and thanks to their support, we’ve been able to get back-to-business as quickly as possible and continue to create great experiences for both our employees and patients.”

Adam Arnette
CHIEF MARKETING OFFICER AT JEFFERSON DENTAL & ORTHODONTICS

RESULTS

Creating confident teams that are empowered to improve the patient experience

With the help of Nudge, Jefferson Dental & Orthodontics demonstrated its commitment to its people and patients by reinforcing operational changes and positive cultural shifts in its organization. Connecting with existing, new, and returning staff helped Jefferson Dental & Orthodontics evolve its culture and create a safe and welcoming environment across locations.

Leveraging real-time communications, Jefferson Dental & Orthodontics created an engaged workforce and forged connections between headquarters, employees, and patients, providing office teams with the tools they needed to increase confidence, maintain patient flow, and provide the 5-star experience their patients have come to expect.

SELECT KPIs

JDO’s Nudge program has achieved exceptional results:

98%

Adoption across
JDO locations

85%

Engagement rate

99%

Of staff correctly identified JDO’s new brand pillars

77%

Knowledge rate

98%

Adoption across
JDO locations

99%

Of staff correctly identified JDO’s new brand pillars

85%

Engagement rate

77%

Knowledge rate

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