PROactive PROgressive PROdentist APRIL 2017 Dentist JILL WADE DDS MAGD Leader EMPOWER Teacher Professional Speaker Spirited Integrating Wellness Protocols PASSIONATE With important insights from DR AMY DONEEN and DR BRAD BALE Pioneer Progressive Wellness COMMUNITY ADVOCATE
PROactive     PROgressive     PROdentist  APRIL 2017  Dentist  JILL WADE DDS, MAGD  Leader  EMPOWER  Teacher  Professional...
n i l b Du for our next Amazing Practice Retreat at The Powerscourt Hotel Resort and Spa in beautiful Dublin Ireland August 8 10 2017 YOUR REGISTRATION INCLUDES 10 hours of CE provided through AGD Tuesday 6 8 PM Wednesday and Thursday 8 AM 12 PM plus interactive ask the consultant each day Welcome reception Tuesday evening Breakfast included with room reservation Complimentary WiFi Complimentary Parking valet not included All Taxes Breaks 2 days Bailey s Orchard Tasting Workshop Fabulous Food Trail Experience Doctors 3200 First person Each additional person in practice 1200 For more information and to register contact Julie Perry Executive Coordinator julie bantaconsulting com 816 847 2055 THE FIRST 5 Earn CE Credits Enjoy Magical Ireland August 8 10 2017 ProDentist subscribers to register by 4 30 17 will receive 500 OFF doctor s registration
n i l b Du for our next Amazing Practice Retreat at The Powerscourt Hotel Resort and Spa in beautiful Dublin, Ireland   Au...
Publisher s Note PROactive PROgressive PROdentist Our goal with every edition is to connect you to some of the best and brightest minds and resources in dentistry and in business We understand that life as a dentist can be isolating at times which is why I personally enjoy the opportunity to connect you with other like minded members of the ProDentist community If you re a long time subscriber or member of the Progressive Dentist community you already know some of the many ways we re different If you re new to The Progressive Dentist here s something you should know As a paying subscriber our loyalty is to you your practice and your team We re not funded by advertising revenue Over the years we ve turned down more advertising than we ve accepted You can t buy our support and you can t buy our cover The few ads you will see are not here because they paid to be they re here because they provide incredible service and value for our subscriber community The same is true of our featured CoverDocs They don t pay to be featured They re featured because they re doing great things that deserve to be recognized and shared with the dental profession There are hundreds of products companies and assorted shiny things that can steer you off course rather than help you reach your intended destination We ll help you stay focused and find the inspiration and advice you need when you need it To do that our community has grown beyond a magazine We now also invite you to join our online learning community The ProPractice It s where you ll find webinars podcasts videos and more from the experts we feature in the magazine and many more You ll notice new icons below next to my signature at the end of each article They indicate what additional content is available beyond the magazine You ll also notice that a number of our authors are members of the Academy of Dental Management Consultants or ADMC As members of this organization they re held to a high standard of excellence and invest in their own continuing education to make sure that they perform at the highest level for YOU Thank you for trusting us and our network of preferred partners We re here to help you create a culture where your team can thrive and an environment of ongoing personal growth where you can be a successful business owner and have a life that s well lived Bonnie Hixson Owner Publisher NEW The facebook com ProDentist Study Hall Fireside Podcast Webinar Video Friday Online Learning Center TheProDentist com TheProPractice com twitter com prodentist Why are we the only paid subscription publication in dentistry Because we know that it s our nature to pay attention to what we invest in By limiting advertising our loyalty is to YOU We ve very particular about who we recommend you to as resources We want your trust You can t buy your way onto our cover OR into the magazine PROactive PROgressive PROdentist
Publisher s Note PROactive     PROgressive     PROdentist  Our goal with every edition is to connect you to some of the be...
Looking for the missing piece of your puzzle Start Here Start with Jameson Ready for change in 2017 Trying to uncover where the core needs are in your practice Curious about working with Jameson but want to get to know us better Would you like to have a blueprint for progress in the coming year to help you move forward with your ideal practice vision Now is the time Here is your exclusive opportunity For The Progressive Dentist Community Jameson is offering a limited number of Jameson Office Evaluations at a reduced fee just for you This exclusive offer gives you time with an extraordinary Jameson advisor at your practice with you and your team uncovering your vision for the year identifying top areas for opportunity in your practice and rallying you and your team to make this year the best it can be Take advantage of this blueprint for your practice success Availability is extremely limited Mention The Progressive Dentist when you call TODAY to reserve your evaluation with the Jameson team and receive 1000 toward your experience Your advisors for your dental career JamesonManagement com starthere 877 369 5558 info jamesonmanagement com
Looking for the missing piece of your puzzle   Start Here. Start with Jameson.                   Ready for change in 2017 ...
IN THIS ISSUE 4 30 44 12 50 Make a decision Go public DECISIONS Put a date and time on it 6 8 COVER STORY DR JILL WADE Integrating wellness protocols 40 NEGOTIATION NIRVANA For many of us negotiating is a gift but for some it must be learned 26 WHY YOUR OFFICE SHOULD CONSIDER A MEMBERSHIP CLUB 44 3 LESSER KNOWN VIDEO TACTICS TO SUPERCHARGE YOUR DENTAL IMPLANT PRACTICE BY RITA ZAMORA BDS THE CHANGING FACE OF AUTHORITY Who could get you to make real lasting change in your life BY JOAN MAJORS BY LAURA HATCH BY JOSH PACKARD 30 FROM EMPLOYEES TO BUSINESS PARTNERS 12 3 LIFE CHANGING STEPS TO BUILDING A GREAT PRACTICE ONE STEP AT A TIME BY CHUCK BLAKEMAN 16 YOUR TEAM IS MORE IMPORTANT THAN YOU ARE How much impact does your team have on your patients accepting recommended treatment 24 SPOUSE TALES There s nothing mini about the pause BY J WESTON LUNSFORD 20 DOCUMENT DOCUMENT DOCUMENT BY LACI PHILLIPS 22 PROGRESSIVE PRACTICE PROFILE HAVING A COMPETITIVE ADVANTAGE IN A COMMODITY BUSINESS Meet Dr Jay Patel 33 WAKE UP AND BE AWESOME It s not easy showing up being who you want to be every day BY JUDY KAY MAUSOLF 36 ARE YOU ABOUT TO PAY MORE TAXES THAN EVER BEFORE This time of year is when dentists find out how accurate their 2016 tax planning was Study Hall BYHEATHER COLLINS BY DANA MOSS 47 5 WINNING TOOLS PLUS 1 GOLDEN RULE FOR YOUR PRACTICE MARKETING BY CARRIE WEBBER MISTY CLARK 50 THE ULTIMATE SELF CARE RX FOR THE BUSY DENTAL PRO BY UCHE ODIATU DMD 54 OBSTRUCTIVE SLEEP APNEA Part 1 The 5 components to successfully treat OSA in your practice BY SCOTT POPE DDS BY KATE WILLEFORD CPA Fireside Podcast Webinar Video Friday There s even more reason to subscribe to The Progressive Dentist magazine and become a part of the ProDentist community You ll notice these icons along with our authors bios to indicate that additional media and resources are available online in The ProPractice The ideas views and opinions in each article are the opinion of the named author They do not necessarily reflect the views of The Progressive Dentist its publisher or editors The Progressive Dentist Publication DOES NOT provide any legal or accounting advice and the individuals reading this Publication should consult with their own lawyer for legal advice and accountant for accounting advice The Publication is a general service that provides general information and may contain information of a legal or accounting nature There is no guarantee or warranty regarding the information contained in the Publication and we are not responsible for any loss injury claim liability or damage damages related to your use of the information contained in the Publication or from errors or omissions in the content of the Publication While we have worked to make our Publication and all the features in the Publication as helpful as possible the Publication does not endorse any content provided by any feature nor does it assume any responsibility for the interpretation or application of any information originating from such content In addition The Progressive Dentist does not endorse any content contained in any advertising in the Publication nor does it assume any responsibility for the quality or integrity of such work All content contributed to The Progressive Dentist magazine becomes the property of Hixson Media The publisher assumes no responsibility for return of unsolicited manuscripts art photos or other content Your satisfaction is important to us APRIL 2017 TheProDentist com 3
IN THIS ISSUE 4  30  44  12  50 Make a decision  Go public  DECISIONS Put a date and time on it  6      8         COVER ST...
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management leadership The Changing Face of Authority is tricky if you think about it To demonstrate let me pose one question to you Who could get you to make real lasting change in your life I recently posed this question to a friend of mine James and his answer revealed something to me about how authority has shifted in some very dramatic ways just during the course of our lifetime James told me that if he had an unhealthy habit or behavior his wife or children or a close friend or two could come to him speak openly and honestly about how his behavior was affecting them and that he d certainly listen and do his best to change Their opinions mattered to him In short they have authority in his life His answer struck me as odd because I know this person to be deeply religious So I pressed him and asked whether or not his pastor could produce the same response the same need for change James smiled big and knowingly as if he could see himself caught in a trap I know what you re trying to do he said chuckling You re trying to see if I actually listen to my pastor Did he send you here James was only half right I was interested in whether or not he was listening to his pastor but I was also after something bigger This is often the case with me I m a sociologist Sociologists are social scientists who seek to understand group level behavior This means that we study major social trends and large shifts in behavior and opinion If you took an introductory class in college you ll remember chapters about the changing norms of family behavior and structures social movements racial and ethnic relations and others The part of the field that has always fascinated me is the part that deals with the nature of authority organizations and institutions For some time before my conversation with James I suspected that the nature of authority was shifting I had seen it in my classrooms where my students were eager to question the material before they had even learned it and I had sensed it in my own friendships and relationships where people seemed more eager to crowdsource questions on Facebook or Twitter than actually consult an expert in person or online 8
management   leadership  The Changing Face of Authority is tricky, if you think about it. To demonstrate, let me pose one ...
BY JOSH PACKARD Ph D For years sociologists have taught a pretty standard lesson in introductory classes about how authority has evolved over time To recap just in case you ve misplaced your undergraduate notes when I suspected that the nature of people primarily lived authority was shifting I had seen in small villages and it in my classrooms where my towns authority was based on some notion students were eager to question of tradition and passed the material before they had even down from one family member to another as learned it and I had sensed it in my an inheritance Trust own friendships and relationships for authority and each where people seemed more eager other was built around common experience As to crowdsource questions on we moved away from Facebook or Twitter than actually farms and into cities consult an expert in person or came to know and trust each other less and less online authority became vested into a position or a title along with the credential required for that position Where once prince became king by virtue of birth the modern world required some kind of credentials to indicate the appropriate skill or expertise required to wield authority Along the way entire professions were developed based not on lineage but actual skill Dentistry in fact is a fine example Prior to the standardization of the profession with specialized degrees and required training getting dental work was a crapshoot You never knew if you were getting a skilled expert or a quack In the modern world we know we can trust our dental professionals because they have multiple degrees and certifications hanging right on the wall for anyone to see And yet increasingly we don t trust them Year after year the polls confirm what we see in our own daily lives People do not trust the large institutions that have been developed to assure and reassure them that they are not dealing with quacks These institutions have failed us for too long and too frequently to deserve our unquestioned loyalty So now when we see a doctor we check the diagnosis against the experiences of our friends who had a similar pain or ache at some point in time We circle back to WebMD to see if the professional diagnosis squares up with the web sources Our second and third opinions are not even professional APRIL 2017 TheProDentist com 9
BY JOSH PACKARD Ph.D. For years, sociologists have taught a pretty standard lesson in introductory classes about how autho...
ALL OF THIS BEGS THE QUESTION WHY DON T WE TRUST THE VERY PEOPLE WHO HAVE BEEN CERTIFIED AS TRUSTWORTHY The fact of the matter is that we just don t think these large institutions have our best interests in mind We have come to understand that they serve the interests of the professionals who created and run them and they serve the interests of perpetuating their own existence We do not perceive that the institutions and professionals who work within them are putting our own interests front and center So we turn to the people who know what our lives are like and combine the care and perspective they bring with the professional expertise We know that asking our friends and family members about an illness is not a reliable medical diagnosis but it provides an assurance that the medical doctor so often does not It provides the assurance that our individual reality and personal concerns and values are being taken into account that our own best interests are being put first as opposed to the interests of the insurance company or the drug company or the hospital or the doctor s career If the doctor provides expertise without the guarantee of honesty the people we have relationships with provide honesty without the guarantee of expertise At the end of the day we trust honesty more than we trust expertise This ultimately is why my friend James was not listening to his pastor about making life change It s the reason we often don t follow our doctor s orders when a friend had a bad experience with the same treatment and it s the reason your patients delay treatment or refuse to disclose significant details to their dental professionals In short they don t have a relationship with you All the expertise in the world cannot bridge the relationship gap There are no letters after your name that can stand in the place of actually listening to fears and concerns of your patients and taking the time to understand their lives There is no technology that can substitute for human connection When you advertise your credentials experience and technology as the reason patients should trust you you re missing the most fundamental premise that guides all human decisions relationships relationships relationships Make no mistake we live an era where trust and authority are once again up for grabs The most innovative and successful organizations in the 21st century are going to be those that innovate in the area of relational authority those who communicate understanding and empathy to their clients along with the value of their technical expertise The successful organizations will understand and engage customers and clients not as customers and clients but as people The interactions will begin long before they come into your practice and will extend long after treatment has been completed The relationships will be about more than dentistry and the most important position will not be the location of your office but your position in the community you serve So what can you do The truth is that any effort to be more relational is going to look a little bit different for each of you The data suggests that people are longing for smaller more localized approaches so the solutions are not going to be one size fits all but your approach should follow these three principles Connect your patients to each other Connecting people to one another with their permission of course is one of the strongest ways to build community I m not suggesting anything that would violate HIPAA regulations I m suggesting engaging in your community in a way that brings them together Know your patients I have had the same conversation with my dentist every 6 months for the last 4 years He s clearly reading from a script or working off of some basic patient interaction training but it s the opposite of effective Take notes if you have to and review them before the appointment but talk to ME Be interested in the answers I give and the concerns I have Be present in your community not just your office Every community has needs and dentists have big hearts Get your patients involved in community outreach efforts The most successful companies are leveraging their teams and their customers together to make local impact JOSH PACKARD Ph D Dr Josh Packard is a sociologist professor and researcher at the University of Northern Colorado where he is also the Executive Director of the Social Research Lab He studies institutional participation in America and focuses on professional religious and voluntary associations He is a sought after speaker and trainer for corporate religious and non profit organizations His research has appeared in numerous academic and trade publications podcasts and other outlets including a recent feature story in Convene How Conference Refugees Can Inform Your Event Strategy December 2016 Josh has a passion for translating complex academic ideas into accessible and actionable insights for industries who are looking to engage and inspire a new modern workforce that has shifted dramatically in recent years He has been a keynote speaker for numerous groups and thousands of people Josh earned his B A in English from Texas Lutheran University in 2000 and his Ph D in Sociology from Vanderbilt University in 2008 10
ALL OF THIS BEGS THE QUESTION... WHY DON   T WE TRUST THE VERY PEOPLE WHO HAVE BEEN CERTIFIED AS TRUSTWORTHY  The fact of ...
management leadership 3 LIFE CHANGING steps to building a great practice ONE STEP at a time BY CHUCK BLAKEMAN Make a decision Go public DECISIONS Put a date and time on it I m looking back over the last year and I m not sure we re any different or better off as a practice now than we were then Sandra said What happened 12
management   leadership  3 LIFE-CHANGING  steps to building a great practice ONE STEP at a time BY CHUCK BLAKEMAN  Make a ...
With one question this practice leader identified one of the biggest issues in dentistry we re so busy seeing patients solving todays problems and trying to make payroll that the important decisions we ve had hanging over us for months never get made We re too busy reacting to the Tyranny of the Urgent to proactively tackle the Priority of the Important the decisions that would actually make us a better practice I get it we re always too busy to deal with the important decisions but if all we re doing is reacting to the Tyranny of the Urgent we can expect to be in the same place next year as a hostage of that tyranny There is a simple solution make decisions differently than you ever have before use the 3 Step Decision Making process Three Steps to Any Decision The most profound things are almost always the simplest It took me twenty years to figure out the simple process of making any decision largely because I was trying to make it too complicated I always found myself deciding things that never actually happened Here s what I learned that changed everything every decision actually has three steps and we almost always only do step one Let s change that today It s simple and it s profound Whether your buying a copier or deciding to open a second location here s how to ensure it will actually happen Step 1 Make a Decision Making a decision is a good thing But more often than not we don t really make one we just claim we did So Step One by itself is just a head game to pretend we re moving forward It s the one we use all the time to avoid actually making a decision Step 2 Put a Date and Time On It When we pick a date for finishing the task or arriving at the objective we ve started some exciting wheels in motion that could lead to success I always put a time of day on it too because that starts the clock ticking in my head But even if the date comes and goes we can always change it no big deal Step 3 Go Public It s when we go public that we are changed When we invite others to celebrate the date and time with us we are now fully in the game Going public is like burning bridges there is no going back It s a tough thing to do sometimes but the focus and energy that comes from going public with your decision and your date can t be found by any other means The Second Most Important Question in Dentistry Part of the Three Step Decision Making process is getting a handle on the second most important word in dentistry teaser alert we ll get to the most important one in another issue The second most important question is When We rarely ask it Sandra had known for a couple years that their payment system needed an overhaul The practice also had been toying with opening a second location for at least three years But nothing got done everyone was too busy just getting through the day Tyranny of the Urgent This time it was going to be different At the leadership meeting she brought up these two nagging issues again and of course everyone agreed they needed to be addressed soon Sandra said something that got their attention I looked on my calendar and I can t find soon Maybe APRIL 2017 TheProDentist com 13
With one question this practice leader identified one of the biggest issues in dentistry     we   re so busy seeing patien...
we should nail that down And the discussion took off They tackled the collections issue first Someone got bold and said You re right we ve been putting this off because it will require some real focus So let s commit to having this done by the end of the quarter Sandra had learned the ThreeSteps well She replied That sounds better but I m still looking on my calendar for the end of the quarter and that doesn t show up either Let s see if we can get an actual date and even a time of day that we will be done The atmosphere in the room changed instantly And so did the discussion In order to truly get this done they now had to figure out a what actually needed to happen and b how long that would reasonably take They made a list put dates on tackling each step and went public with each other They intended now to have this completed by Friday March 31 at 12 00 noon As a final step of commitment they shared this decision with the whole practice They missed the date It took them an extra two weeks to get the new process in place But that wasn t defeat it was victory They had been planning to change the process for over a year This time they had focused intention on getting it done in six weeks and instead it took eight Without the actual date and time they would have continued to limp along with the lousy process Profits went up immediately Over the next year they began applying this simple principle to everything and as a result it rewired their brains around a sense of urgency connected to important things not just tyrannical things Six months later they made a date to open the next practice in exactly 12 months from that date and time They opened it three weeks early Stop Playing Office The key step was never declaring they were going to do something They became manic about always putting a date and a time of day on it and then telling everyone who might be affected that it would happen on or before that time It is amazing what happens to us when we take those three simple steps make a decision put a date on it and go public When shouldn t be such an unusual question in dentistry but there s no secret as to why we avoid it It transforms us We don t like change even if we d make more money in less time by changing So we make decisions without commitments in order to avoid actually succeeding A decision is not a decision until we put a date on it and go public Until then we re just playing office Want something really bad Put a date AND time of day on it and shout it from the rooftops You re much more likely to get it done CHUCK BLAKEMAN FOUNDER CHIEF TRANSFORMATION OFFICER CRANKSET GROUP Chuck Blakeman is a successful entrepreneur an internationally acclaimed speaker weekly Inc Magazine contributor best selling author and world renowned business advisor who has built ten businesses in seven industries on four continents His first book Making Money is Killing Your Business was rated 1 Business Book of the Year by NFIB the largest business owner association in America And his most recent book Why Employees are ALWAYS a Bad Idea has been named one of the Top Ten Business Books of the Year Both are textbooks in undergraduate and MBA college courses Chuck is a regular contributor to the Progressive Dentist Magazine and has written for Oral Health Office ACGImpact and Dental Entrepreneur His company Crankset Group provides business advisory with dentists and practice owners worldwide with significant results 14
we should nail that down.    And the discussion took off. They tackled the collections issue first. Someone got bold and s...
She needs care She wants care But she s going to delay care YOU WILL LEARN HOW TO Create a practice environm ent people love Emotionally connect with patients every time Use power questions to energize and empower your team Attract new patients in today s social world Already accept CareCredit Call 800 859 9975 option 1 then 6 2016 All rights reserved REV 4 7 16 Educational Audio Series Compliments of CareCr edit Build Your Practice by Building Patient Loyalty featuring Bernie Stoltz CEO of Fortune Management carecredit com 800 300 3046 option 5 new enrollment 800 859 9975 already enrolled Duplication prohibited by law Item 852 099 00 Yet to add CareCredit Call 800 300 3046 FREE ment CEO of Fortune Manage 39 of patients surveyed said they would have chosen not to get care if CareCredit had not been available Imagine how rewarding it would be to treat patients who are loyal to you and committe d to their oral health patients who enjoy coming to the practice and enjoy referring friends and family Bernie Stoltz CEO of Fortune Management believes the best way to practice dentistry is to build a practice filled with friends not just patients 800 628 1052 n 47 of patients who were not aware of CareCredit said they would have considered financing if it enabled them to get care immediately On this CD berniestoltz fortunemgmt com n Request your FREE educational audio program Build Your Practice by Building Patient Loyalty By Bernie Stoltz A seasoned motivator public speaker and acclaimed coach with over 30 years of business leadership Bernie Stoltz is one of the nation s most recognize d and sought af ter authoritie s on practice management As CEO of Fortune Management the world s largest executive coaching organizat ion for doctors Mr Stoltz leads more than 70 coaches in over 50 cities throughout the United States and Canada Mr Stoltz has conducte d thousands of training programs across the country to help thousands of people become their personal and profession al best When you introduce the CareCredit healthcare credit card to all patients as a financing solution more patients will be able to get care A recent study found Bernie Stoltz Path to Purchase Research conducted by Rothstein Tauber Inc 2014 for CareCredit Copyright 2016 Synchrony Financial All rights reserved No reuse without express written consent from Synchrony Financial PROGD0916DA
She needs care. She wants care. But she   s going to delay care.  YOU WILL LEARN HOW  TO       Create a practice environm ...
management leadership Your TEAM Is MORE IMPORTANT Than YOU Are BY J WESTON LUNSFORD How much impact does your team have on your patients accepting recommended treatment Do you know Does it matter Hint YES 16
management   leadership  Your TEAM Is  MORE IMPORTANT Than YOU Are BY J. WESTON LUNSFORD  How much impact does your team h...
Here s a familiar scenario Patty Patient calls your office complaining of a toothache Lucky for her another patient just cancelled and you have an open slot for Patty to come in later that same day Once she s in the chair and you ve had a chance to examine her the cause of her pain is clear She has a cracked tooth Patty then sheepishly admits to having chewed on some ice while at a party the night before Some people never learn After sharing treatment options with Patty you turn her over to Katie your new dental assistant and move on to your next patient assuming you ll be fixing Patty s cracked tooth in the next day or two However when reviewing your upcoming schedule with your office manager at the end of the day you see no sign of Patty on your schedule What happened According to Katie Patty said funds are a little tight at the moment and that she ll schedule a time for that tooth to be repaired as soon as possible Not what you wanted to hear of course but what can you do The better question is this What can your team do to with patients like Patty to help increase case acceptance percentage We ve all heard that our team members play an integral part in patients accepting recommended treatment but exactly how significant is their impact This is where practice intelligence plays a critical role What is PI Using data integrated from your Practice Management Software and as visualized in a cloud based dashboard practice intelligence Take Away systems give you key insights into all of the vital metrics that impact your dental practice including case acceptance cancellation hygiene reappointment and dozens more Using practice intelligence software let s now look at some recent Case Acceptance Data so we can see the impact team members have on patients saying yes to needed treatment While not necessarily shocking the results may surprise you In the examples below we show the Case Acceptance of two dentists in the same practice for the month of March 2017 When looking at each dentist s acceptance we can easily pick the dentist who has the best presenting skills or can we Without seeing which team members assisted in presenting treatment with each dentist it s difficult to know for sure if or how the acceptance rate is affected by each team member However when we look at the team associated with each doctor s cases we can see the significant impact a hygienist or assistant has on the patient s acceptance of your treatment plan We don t always go this deep when analyzing our Case Acceptance but the fact is our team members have a huge impact on a patient s willingness to move forward in completing needed treatment and because of this we should make regularly reviewing Case Acceptance a top priority APRIL 2017 TheProDentist com 17
Here   s a familiar scenario  Patty Patient calls your office complaining of a toothache. Lucky for her, another patient j...
Let s look at the impact of treatment acceptance percentage by team members with Dr Richardson The hygienist that was with the dentist presenting the most amount of treatment had the lowest acceptance Let s ignore the team that has 81 acceptance simply because they ve only presented 9 000 in treatment cases together With the remaining hygienists why is there a 19 variance between Dr Richardson presenting with Cheri and him presenting with Lindsey Do you have variances like this in your practice between Treatment Coordinators Dental Assistants and your Hygienist I know you do The question is why Here s the rest of the story After presenting this information to the team and making it easy to monitor on a daily basis the team decided in a staff meeting to discover the why Dr Richardson simply asked Lindsey Williams Lindsey based on the data we can see that you are clearly doing something different with the patients after I leave the chair in comparion to the other everyone else Can you share with us what you are doing He then explained to the team that they weren t not doing anything wrong but that he simply wanted to understand what Lindsey was doing differently in order for everyone to see the same results This is a great example of an effective team approach to looking discussing and discovering together Lindsey shared with the team what she did with the patients after the doctor left the operatory What she was doing wasn t as important as what happened when she explained what she was doing This was a powerful moment for everyone After hearing what Lindsey was doing Cheri who had the lowest acceptance rate with the dentist gasped in surprise Dr Richardson looked at Cheri and said What is it Cheri Cheri then shared with the team what she was doing differently and it was crystal clear that this was the cause of her acceptance rate being so much lower than her peers Additionally every team member expressed differences from Lindsey No one had to tell Cheri what she needed to change The data showed her that something needed to change The dentist and leader of this practice decided to act on the data by discovering with his team what needed to change Once discovered they implemented the system and incredible things started to happen Let s take a look at the very next month From 27 to 62 is phenomenal improvement And practice intelligence is what helped this team make it happen Understanding how each team member is performing is half the battle The other half is acting on the data you have It doesn t matter whether you create spreadsheets or if you use a business intelligence service like Dental Intelligence seeing is believing and once you and your team members see where they are in relationship to where they can be getting there is much easier than not knowing and a lot more fun 18
Let   s look at the impact of treatment acceptance percentage by team members with Dr. Richardson. The hygienist that was ...
Therefore What So what does this mean for your practice How can you act upon this information Begin by implementing a system for tracking this data on a consistent basis Some practices have done so using forms and spreadsheets to measure performance Others have discovered the power of Big Data meaning that they can now track this and many other KPIs through a dashboard allowing them anytime anywhere access to their data as well as the ability to define next actions Once you begin accessing this information the next step is to develop a plan for acting upon the insights you are discovering For example if you see that a certain doctor and hygienist have a higher case acceptance percentage when working together it makes sense whenever possible to schedule them together Likewise if you notice that one of your producers may be lagging in case acceptance consider pairing them with one of your top performers so that they can also improve Improving is important but keep in mind that without data to guide you your efforts may not be nearly as impactful Finally stay flexible as you explore what works and what doesn t Charles Duhigg author of the bestselling book The Power of Habit and the newly published Smarter Faster Better said this about the process of using data to facilitate learning When people bring some disturbance into their life the next essential step is to take a step back a little bit later and say Okay so I ran an experiment What did I learn that worked and what did I learn that didn t work How do I take that knowledge and build on it for the next experiment I m going to run When something doesn t work it s not a failure It s an experiment that gave you some data The only way it ever becomes a failure is if you don t learn what you can from it and if you don t make it useful Getting started on a new habit is never easy especially when it involves other people But waiting until everything is perfect before starting is a wait that will never end Successful practices everywhere are discovering how data can help them to improve patient care office production and team culture When you think about it improving case acceptance percentage is really all about taking better care of your patients That s a change absolutely worth making Notes http www quietrev com productivity and the power of trust J WESTON LUNSFORD CEO DENTAL INTEL As CEO of Dental Intel Weston oversees the strategic direction of the company in offering Practice Intelligence tools to thousands of U S based dental practices He also manages Dental Intel s revenue growth and future expansion plans and most importantly dedicates a large part of his time and energy to being personally involved with the company s clients dentists and dental practices as they use the power of data to improve patient care build practice culture and enhance the provider s quality of life Weston also served for over 10 years as a co founder of and principal partner with Lunsford Peck Certified Public Accountants in Provo Utah providing services for nearly 2 000 medical and dental professionals Dental Intel Inc is a cloud based Practice Intelligence software company in Provo Utah that provides dentists dental practice owners and dental practice team members dental coaches and consultants with an easy platform to discover understand and act upon meaningful information Dental Intel s technology connects directly with practice data sources including Practice Management Software and Financial Software to bring measurable real time performance metrics to every member of the practice team APRIL 2017 TheProDentist com 19
Therefore What  So what does this mean for your practice  How can you act upon this information  Begin by implementing a s...
document document document document Document management leadership document document BY LACI PHILLIPS document document document Document DOCUMENT document Document document If you have ever worked with a real estate agent or talked with one you have probably heard them say it s all about Location Location Location We have one of those terms in our industry as well It is Document Document Document Everything we do in health care and dentistry and each conversation we have with our patients should be documented We all know that but do we understand or have clear guidelines where we should document and how much Let s start with some recommendation on the where In most dental software there is a place to document each procedure we provide and each conversation we have with our patients APPOINTMENT BOOK OR THE SCHEDULER 20 Enter any key information the patient gives you while they are making or rescheduling the appointment on the appointment itself For example the new patient calls and you have a great conversation with them You learn all about their dental history why they are com ing to see you and how they found you This is great information that could benefit everyone on your team Yes there are data fields you can enter most of the information however some of those key points should remain on the appointment for your morning huddle
document document  document  document  Document  management   leadership  document  document  BY LACI PHILLIPS  document  ...
DEMOGRAPHIC AND INSURANCE BENEFITS The patient s personal information should be documented here Such as the patient is a snow bird and has 2 residences The initial insurance information you gather is documented in the insurance module in this area also The insurance module is a great place to enter any information regarding limitations clauses and waiting periods The most important item in these modules is that the entire team knows and understands where each note goes and why This way all notes will be organized and easy to find Next question is How much should we be documenting We say there is never too much information As a matter of fact the more the better Don t be afraid you have too many details ACCOUNT OR THE LEDGER Any conversation you have with the patient regarding monies owed should be documented here If you are making arrangements for the patient to pay using Care Credit or with an in house plan this information should be documented for the entire business team to review Information regarding insurance benefits EOB s or any information from insurance representatives regarding the patients account should also be documented in this area CLINICAL MODULE Obviously this is where we document the services and procedures provided in the operatory However we should also document any conversations we have with the patients regarding treatment they have received For example there are times the business team will have a conversation with the patient regarding treatment however those conversations do not take place chairside They should still be documented in the patient s clinical chart due to the nature of the conversation THOSE DETAILS ARE WHAT COULD SAVE YOU SOME DAY THERE ARE A FEW MUST HAVES WHEN DOCUMENTING 1 The date Make sure you insert the dateline prior to each note And keep the most recent note on top for easy navigation 2 Health History If it is a clinical note make sure you document that the health history was reviewed If there were changes document them If no changes were made to the health history document No changes patient is still a candidate for procedure 3 Procedure Notes Make sure to document the procedure any materials used shades etc 4 Next visit Whether it is clinical or Recare 5 Conversations Any pertinent conversations regarding care or the services that were provided 6 Post Op Instructions Whether they were given verbally or written 7 Your Name and Credentials Make sure to include any clinician in the room working with the patient or team member having the conversation with the patient Initials are no longer valid You will need to include your first and last name and any credentials you have As you can see documenting is not the only concern we have It is imperative we document in the modules where the pertaining information is stored and that we include many details In our industry details are the key We believe it is worth repeating DOCUMENT DOCUMENT DOCUMENT LACI PHILLIPS While going to college in southern New Mexico to pursue a life of communications Laci was introduced to her first job in the dental industry as a chair side assistant Now 22 years later she is communicating more than ever as an exciting speaker and coach Her experience in the dental office as a chair side assistant up through the ranks as an office administrator enable Laci to connect with her audience and her clients As a software trainer and a team builder Laci has an effective way of teaching the entire team how to move in the same direction while working as an individual Through her company Practice Dynamics Laci provides her expertise to dental practices both large and small across the country Laci has also written columns for Dental Office Hygienetown Docs of Dentistry American Dental Assistants Association and DentistryiQ com Laci L Phillips is co founder coach and speaker for Practice Dynamics Her coaching emphasis is with systems team technology and creating balance driven success She works with dentists and teams around the country Laci Phillips can be contacted directly via telephone at 888 425 3235 x 701 She can also be reached via e mail at Laci Phillips practicedynamics net APRIL 2017 TheProDentist com 21
DEMOGRAPHIC AND INSURANCE BENEFITS The patient   s personal information should be documented here. Such as the patient is ...
management leadership PROGRESSIVE PRACTICE PROFILE Having a COMPETITIVE ADVANTAGE in a Commodity Business How one dentist stepped up to stand out BY MICHAEL DiFRISCO CAE Meet Dr Jay Patel He s a dentist from Calgary Alberta and he loves the outdoors living a healthy lifestyle and taking advantage of being situated just east of the front ranges of the Canadian Rockies When he launched his dental practice he intuitively knew that he must do something different to stand out to have a competitive advantage in the million plus population city of Calgary And that s just what he did when he opened Outdoor Dental You can do it too Here s how When building a business focus on a specific audience Unless you re selling toilet 22 paper your products or services are not for everyone It s much more effective to focus on a specific target market the people you WANT to serve Our name symbolizes our ideals and our interests Dr Jay explains which attracts a certain subgroup of the community young active families Having a focus gives like minded people a reason to do business with you And the more focused you are the more relevant you can become to them BE AUTHENTICALLY YOU NOT ME TOO Having a focus is also crucial for differentiating yourself from your competitors Without a focus your practice can easily fall into the me too trap
management   leadership PROGRESSIVE PRACTICE PROFILE  Having a COMPETITIVE ADVANTAGE in a Commodity Business How one denti...
Businesses that fall into this trap often rely on much overused icons to represent themselves There s no doubt for instance that many dental logos feature an extracted molar It s the most immediate symbol of the profession But if done correctly you still can incorporate a clich d icon in a creative way to help communicate your focus and differentiate your practice Dr Jay worked with a local agency to develop his unique hiking boot topo map logo which cleverly incorporates the iconic tooth symbol with style and creativity Our logo links to our name a similar theme and also ties our tagline Leaving a healthy footprint on your smile to what our general philosophy is It expresses the idea of dentistry but also says outdoors differentiating Dr Jay s practice from others in the area And it s not just the logo that says outdoors In keeping with the name we have designed the office with the same theme using materials and photos of the outdoors There s no mistaking Dr Jay s office with that of another me too dentist down the street FOLLOW THROUGH IN ALL YOUR COMMUNICATIONS WITH ONE VOICE CONSISTENCY Dr Jay knows about the oral systemic connection that having a healthy mouth leads to having a healthy body which in turn leads to a healthier lifestyle That message is infused into everything he says and does A positioning construct for Outdoor Dental looks like this Especially for anyone looking to live a healthy lifestyle Outdoor Dental is the best family dental practice that has your best interest at heart because we know that the a healthy lifestyle starts with oral health Being especially succinct Dr Jay can express his dominant selling idea like this Our business is the only dental practice in Calgary that focuses on your oral health to promote whole body healthy living And being able to say you re the only is the marketing Holy Grail Another way his brand is conveyed to prospective patients is by his website URL Dr Jay chose the dot dental top level domain TLD so his website URL IS his business name Outdoor dental Since TLDs are still not broadly adopted or understood by consumers Dr Jay also grabbed the URL OutdoorDental ca just in case MAKE SURE YOUR TEAM CAN LIVE YOUR BRAND AND HELP DELIVER ON YOUR BRAND PROMISE EVERY DAY Your front line staff with client contact acts as stewards for your brand Their job is to deliver the brand in a positive and meaningful way I believe my team is starting to get it says Dr Jay Every interview starts with what I am what I want in the practice and I always get the question what s with the name Once explained they love the connection to the outdoors and a healthy lifestyle and are able to make it their own and speak about it themselves Nice job Dr Jay It s refreshing to see a business especially a dental practice not fall into the trap of simply imitating the competition rather making a real effort to be relevant authentic and differentiated MICHAEL DiFRISCO CAE Michael DiFrisco is the Chief Marketing Officer for the American Academy of Cosmetic Dentistry AACD com He is also the author of How to Craft a R A D I C A L Brand for your Dental Practice The do it yourself manual for building your dental brand strategy Learn more at www YourDentalMarketingSucks com APRIL 2017 TheProDentist com 23
Businesses that fall into this trap often rely on much-overused icons to represent themselves. There   s no doubt, for ins...
spouse tales Spouse TALES There s nothing MINI about the pause I recognize the title is neither glamourous nor necessarily captivating I can assure you that the life of a dental spouse isn t either You see these are the short stories and snippets no one writes about since one might just need a tissue to get through them Quite possibly you ll laugh or cry or laugh until you cry Either way I m going to spin a short series on the tales that most of you know nothing about and others most certainly wouldn t write about They re either too personal or there might be too much humility involved After all there is an exposed human element in something like this Fortunately I ve lived enough life at 55 to know that I m not the first to live this but I may just be the first to say it or put it in writing I ve always been about the truth The truth is that most know nothing about the real lives of the dental spouse Like many of you I chose a career in dentistry I didn t set out to be the career dental spouse I ll often say my life before wife As a professional speaker I almost always start out defending my position on the podium to a certain degree In other words as a professional I recognize it s not about me With that said my audience is often made up of 90 female team members team members who heard in my introduction happily married to a practicing dentist she and her family reside in Texas There is a pause Then their minds race and images of a rouge dental assistant stealing the dentist run rampant and the learning will NOT begin until this pause it s not mini is over You see the one thing that can often give me credibility to the dentist they recognize I know their joy and pain is the very thing that takes my credibility away for a moment for the other 90 I think it s pretty gutsy to leave it 24 in my bio Again as a professional speaker I know that I have about 10 minutes to earn their trust so I have to go bold or go home It s always interesting how people view the spouse of a dentist I can assure you that in most instances the image is inaccurate Male or female I ve heard the craziest most asinine comments about being the spouse Often I have to look at someone near me and say Did she really just say that To which there is often a look of disbelief followed by Yes and I can t believe it My role in our practice is the comprehensive care coordinator Therefore I am often the one who presents the larger implant or cosmetic cases It s such a joy to be able to see these lives changed with some of the care we offer To be able to use cone beam technology and see a tumor early get a patient to the right partner and literally save lives in some instances It s an amazing time to be in a dental practice Recently at a break at an implant team training seminar a spouse came up to me and actually asked Doesn t it bother you to be the one to present those large cases After all you re the wife Interesting question I then asked Tell me more about that This is the stuff I teach in seminars so it s natural She shared her multiple concerns of how she was or would be viewed by the team and patients that this was self serving and greedy To this I just said Well if that is your perception then that is your reality and the reality you project Actually it seems odd because I don t think of myself as the wife at least not first and not in the practice I consider myself a professional colleague and team member who is passionate about the care we are privileged to offer I can honestly say I ve never been questioned about my role
spouse tales  Spouse TALES There   s nothing MINI about the pause   I recognize the title is neither glamourous nor necess...
in the practice or as a spouse by a patient If you teach the stuff write the articles and books you own the material so knowing more than the bank balance is helpful too I m also not the manager In our practice Dr Majors is unmistakably the leader and Ashley is the team leader Clearly defined roles helps tremendously I am blessed to have had a really great career in dentistry to be blessed by doctors that I had respect for and learned from early in my assisting career while in college and after then as clients in my businesses I also have had a myriad of spouses who influenced my behavior in and out of the practice The great thing about mentors is learning that there are things you see and learn that you want to repeat and things you see and learn that you do not My experience with mentors is no different I have multiple spouse friends who comment that I work too hard but mostly primarily are the spouses who just like me earned their spot on that team They know the day to day struggles and recognize there is no paycheck great enough to cover what I am willing to do to support that awesome clinician and leader These days I take my own personal summer with me everywhere I go They say 55 is the new 45 Cool I think about the things my parents were doing and not doing at my age I think about how in the last year my body has begun to change I have a splint on my right hand now because the joint in my thumb needed an injection due to something collapsing Well that s a word that makes you feel strong These crazy hot flashes they called it As the spouse you aren t often expected to be human People think that yours is a life of luxury travel eating bon bons poolside and shopping blushing when I was growing up Seriously Certainly you don t really work much less have multiple jobs Recently in a weakened state I shared with a newer team member as I moved a fan closer to my desk Jeez these hot flashes are ridiculous Last night I literally got out of bed turned off the alarm and got in the pool to cool off It s November To which she replied At least you have a pool and I guess you have a big fancy house if you have an alarm I paused as I thought one swift swing and I can break her hyoid bone Then back to reality and the real life spouse tale When the only thing proper for a spouse to do is pause Let me assure you there is nothing mini about the pause but there are many Next The Day Wives as I like to call them I know some of you will cringe at this but it s not your story See you on the road JoAn PS Are you a Spouse with a Tale I d love to hear yours If we share it you ll be invited to join us at the first Spouse Tales and Cocktails event coming up soon Email me at joan theprodentist com JOAN MAJORS JoAn Majors is a professional speaker published author and registered dental assistant who works with organizations in the dental industry who want to improve predictability profitability and PASSION She knows the dental industry because she lives in it and has spent her career working to make their businesses more successful Her work is published in over 25 magazines blogs and newsletters and she is the author of 3 books You ll enjoy her regular column in The Progressive Dentist Magazine where she also serves as a content advisor JoAn is the co founder of two dental ventures Dentistry by Choice an AGD PACE provider with husband Dr Chuck Majors a second generation practicing dentist and the ProPractice online progressive learning community with partner Bonnie Hixson which includes a myriad of unbiased content from industry and non industry experts Designed for today s busy doctor and team to deliver high value personal and profession development content anytime and anywhere With 34 years in the industry 22 years as a spouse she has an intimate knowledge of team dynamics She is the originator and voice of the serious and often hilarious Spouse Tales series audio recordings and articles influenced from true stories which could only come Out of the Mouth of a spouse When not on the road she functions as the Comprehensive Care Coordinator in their fourth and final practice MajorSmiles To learn more or see JoAn in action visit www joanmajors com APRIL 2017 TheProDentist com 25
in the practice or as a spouse by a patient. If you teach the stuff, write the articles and books, you own the material  s...
team development Why your office SHOULD CONSIDER a MEMBERSHIP CLUB BY LAURA HATCH The most frustrating phone call dental offices receive regularly is the patient who calls to tell the office they no longer have dental insurance and they need to cancel their cleaning appointment It is trying because it results in an opening in our schedule but is also frustrating because the patients feel they can t come in without insurance Normally it doesn t matter what your staff says during this phone call the outcome is the patient saying they will call back when they have new insurance 26
team development  Why your office SHOULD CONSIDER a MEMBERSHIP CLUB  BY LAURA HATCH  The most frustrating phone call denta...

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