For subscription (or unsubscribe) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.DentalManagementU.com

Dear Doctors and Dental Team,

It has been a very unsettling past three months with the total destruction along the MS Gulf Coast and LA. For those of us who have never experienced anything of that magnitude we can only hope that the lives of those survivors will soon begin to take on some form of normalcy. Our heart goes out everyone and especially our clients and their dental teams who have been affected and now must spend the remainder of 2005 getting back on track or relocating.

OPERATION BRIGHT HOPE TO THE RESCUE

A very creative dentist, Dr. Greg Ayers from SC, called me within days of Katrina to say that he wished to do something important to help the survivors. He came up with the idea of OBH (Operation Bright Hope) within a week and the program is now on it’s way to becoming bright hope for not only the 2005 disasters but those in the future. With 100% of the proceeds going to the Relief Effort and the Salvation Army who stepped up to the plate right after the hurricanes, I am proud to serve on the Advisory Board of such an elite program with a sincere call to action for dentists and their teams. Thanks to Tim Breiding of Breiding Marketing, Charlotte, NC for the complimentary logo and to TNT Dental for offering to develop OBHs website as a gift.

OPERATION BRIGHT HOPE

Sponsored by: ULTADENT and DISCUS DENTAL

• OBH runs through March 31, 2006                                    
• Nationwide Teeth Whitening program (UPPER/LOWER trays for $200). What a Deal!!
• Opportunity for the Drs, Dental Team, and patients to play an important part in the recovery efforts for those devastated by the recent Hurricanes
• 100% of the money will go towards The Salvation Army
• Patients will make their tax deductible check out to the Salvation Army (essentially the patient gets a $200 donation and walks away with white teeth in a couple of weeks!!)
• BEST OF ALL: Ultradent and Discus Dental are donating the Whitening kits for FREE! 
• Everyone can make a difference…5000 patients X $200 = $1 Million Dollars
• Talk it up with dentists in your community, study clubs, society meetings
• For more information contact: Greg Ayers, DMD

(864)-297-6365
docdivot@aol.com

*Send all proceeds to:

Operation Bright Hope
201 Old Boiling Springs Rd.
Greer, SC  29650

PRACTICE HEALTH IN GENERAL THE PAST 3 MONTHS

The question we are hearing from audiences and clients these days..Has the devastation of bad weather, sky-high gas prices, the threat of heating oil heat being double in price, and the sluggish stock market had a negative effect on practices in the US the second half of 2005? I must say that the summer months were banner highs for many of our clients with a distinct slow down in 50% of the practices in September..almost like the bottom fell out after the strongest of highs. And more broken appointments than the practices ever recorded!

The media definitely plays a role in spending habits and this trickles down to every small and large business. Some practices we are monitoring have had a 28-45% increase this year, while some of them are only in the teens percentage increase-wise. Typically the practices we spend a day with every year tend to get on track and stay there increase-wise year after year. None of the practices are lower than last year but many report that patients are more reluctant this past few months to spend money on bigger cases until they see how the rest of the year pans out for family expenditures. And in the SE, whether they will have a job if the work the patients do is related to the lay-offs after this hurricane season.

A NOTE FROM CHAR SWEENEY, SENIOR CONSULTANT, LLM&A

As Linda has shared, some parts of the country are experiencing an economic slow down. When and if this is affecting your practice, it is an excellent time to use as an opportunity to “sharpen your ax,” so to speak.

Rather than sitting back, being nervous or panicking about the lighter schedule, I’d suggest you condense the schedule, and use the open hours as organizational time for yourself and your entire team. The end of the year is an ideal time to regroup, reorganize, reprioritize, and perform those tasks that you never “have time for.”

Spreading three and a half days of clinical care over four or four and a half days is not productive or efficient. It is better to evaluate the schedule, reduce your clinical hours, and spend the remaining half-day per week performing tasks that will help to improve the practice productivity long term. Now is an excellent time to place “treatment recovery” calls to patients with incomplete treatment plans and insurance benefit remaining. It’s an ideal time to contact patients regarding their past due preventive care, to enable them to enjoy the holidays with a clean, healthy smile and to prevent dental emergencies.

Clinical staff can “catch up” on inventory control, shopping for the best values for supplies, as well as assist the business staff in patient recovery calls. The commitment between the patients and the clinical staff, (the providers of care), is always stronger than the relationship between the patient and the business staff. As a result, hygienists and dental assistants get excellent results when making these calls. Keeping the schedule full is a total team effort.

Take time to “sharpen your ax,” make the best of the remainder of the year, and start 2006 stronger than ever.

AUGUST, SEPTEMBER AND OCTOBER NOTES

After a weekend in West Virginia for our town, high school and family reunions that take place each summer, and the Dentists Who Care Conference in South Padre Island, TX, I had the next few weeks off to create our newest two-day workshop specifically for Practice Administrators. So many dentists are struggling to give 2005 care (which is very much more time-consuming than ten years ago before all the new technology and advanced treatment modalities came about) while also being their own personnel director, marketing chairperson, budget and overhead comptroller, facility and equipment expert, and Jack/Jane of all trades. Not only does this become an overwhelming chore and take up dozens of hours per week, it creates a less than ideal situation for the family members of the dentist who need and want those non-patient hours.

If the practice is small with only three or four team members, the dentist is more than likely still the Practice Administrator. But as the practice grows, the role of the Practice Administrator becomes a must in busy practices. Knowing how to hire, train and trust this valued key employee is paramount to the success of the PA. Knowing how to introduce this person to the rest of the team to get their support and acceptance of a middle management person is an important element. Even with the PA in place, the dentist-owner must be very much in tune with the health of his or her own practice at all times, but not bogged down with the day to day details of trying to be a great dentist as well as a great manager.

Topics for this new course include: The Why’s and How’s of Hiring a Practice Administrator, Determining the Long-Term Success of the PA, The PA’s Sphere of Responsibilities, Enhanced Management Systems (Scheduling, Recall/Reactivation, Charting, Collections, Inventory, Insurance and Verbal Skills), Personnel Management (Getting the Entire Team on Board With the Practice Vision and Happily Accountable), Budget and Overhead Control, How to Become an On-Site Consultant, and Leadership at All Levels. The date is January 13-14 at the Holiday Inn, Lido Beach, Sarasota, FL. Email lindamiles@cox.net for a copy of the brochure or call 800-922-0866 to have one mailed to you.

September was a busy month beginning with the Kodak Users Meeting in San Francisco, which was a well-attended and very informative weekend. Kodak Dental Systems is making a very strong presence in the advanced technology and integration arena of dentistry and has enlisted the help of well trained on-site support people to deliver the goods and make sure the dentist and team know how to use it. The biggest concern to dentists is buying all the new technology and not having the team’s daily interest in utilization. I commend the dentists who brought their entire teams to the hands-on programs as well as the Kodak lectures. And what better city than San Francisco to enjoy an Indian summer weekend? The East Coast KDS Users Meeting in October was very well attended and again a joy to be part of with many of my speaking friends. The consultant’s and Kodak Trainer’s panel of Q&A’s along with the hands-on technical training were two of the favorite parts of the meeting.

Consulting with a practice in Austin, TX was another highlight of September. Looking forward to the results each month of this already good two-doctor practice will be a rewarding experience for the next ten months and beyond. Already, with more defined duties at the desk, I can see great improvements in the foundation of this practice getting better with each month’s monitor and their monthly teleconference calls. After the visit to Austin, it was great seeing all my friends again at the Fort Worth District Dental Meeting on September 23. The Texan audiences are some of the best and most appreciative of all..so I loved being in four cities in Texas in 2005.

On October 1, I was in one of my favorite hotels and cities, Opryland in Nashville for the AOS (American Orthodontic Society) meeting. Mr. Tom Chapman, the AOS Executive Director did a fine job of coordination for that meeting. Seeing so many friends, former clients and seminar attendees made it a very special weekend. Having dinner with Virginia Sullivan Stokes and her husband John Stokes while in their fair city was one of the highlights of the year. Many of you knew Virginia as she worked with LLM&A as a seminar coordinator for 7 years during the 90′s. Reminiscing about all the places we visited during those seven years was such fun. Virginia and John are both retired and enjoying the role of active grand parenting and traveling.

ADA/ADMC HIGHLIGHTS

Philadelphia was a colorful spot for the fall ADA and Academy of Dental Management Consultants Meetings. Membership was strong at both meetings and the Exhibit floor was buzzing with the latest in equipment and technology displays. I’ve been a member of the Academy of Dental Management Consultants for over a decade and it was truly the best meeting this year, bar none. Special thanks to Tim Breiding, President; Katherine Eitel, this year’s meeting planner and President Elect; and Susan DiGiambattista, the Executive Director, for a wonderful three days. I was so impressed with Katherine’s Phone Skills Training Calls whereby her company calls the dental practice, records the way the new patient inquiry call is handled (pre-agreed upon by the person answering the phone that such a call will come in but they do not know when), that I have asked Katherine to allow me to include her service information in this quarter’s Dynamic Data.

Katherine’s training program helps answer common questions and concerns that stump most scheduling coordinators such as: ”Are you on my insurance plan?” or “How much do you charge for a crown?” or “Can’t I just get my teeth cleaned?”  If you are marketing internally, externally or both, then you need to know that your administrative team can answer these and other questions exceptionally well all the time! Why would we spend money on marketing and then leave the phone calls to chance? Does “This call may be recorded for quality assurance” sound familiar?

Utilizing the help of an expert to train and transform your telephone skills is one of the best ways to improve your results. This training is available through an audio CD program complete with an interactive workbook, TeleClasses (one hour topic driven mini courses you attend over your telephone line), and in-office training. Add to that the ability of the expert to place a quality assurance training call (when the team is ready). The expert carefully listens and evaluates the way your phone calls are handled. This is by far the best way to know if the most important instrument in your office is being handled properly. The most amazing part of this revolutionary service is that a digital copy of the call is sent to the doctor and the participant along with a detailed report. This report celebrates everything that went well in the call and gives feedback and suggestions on what could be improved in order to help the practice achieve its goals and leverage its marketing plan.  Because Katherine has worked in the past for a very busy practice as an administrator, she understands the multiple tasks an administrative coordinator must handle and how difficult it can be to be brilliant on the phone all the time!  She works hard to “set the team up for success.”  She is also careful about keeping the training call a safe and positive learning experience by assuring that no one, other than the doctor and the participant (and possibly the consultant if they referred the office) hears the recording without permission.  She ensures that the report gives specific feedback so that the employee feels hopeful and confident about how to become the very best they can be.  She even provides (free of charge) a 7 minute introductory CD about the training call concept for the team to listen to and discuss.  

The cost of the service can be recouped in one phone call. Think of how many dollars you have lost over the life of your practice when the phone was not handled well. Ever wonder why you have new patient no-shows? Ever wonder why some dentists have tremendous case acceptance and others have lukewarm results? … It all starts with the initial phone call to your office. This could be a hidden killer in your practice. Order your Phone Skills Training Call today and see how your scheduling coordinator measures up. Hopefully the results will surprise you pleasantly! Only $695.

Call 1-800-595-7060 (PST), or learn more about the service http://www.katherineeitel.com/products.htm  

WE’RE GROWING OUR CONSULTING FIRM

EXCITING NEWS: Over the past few years, I have tried controlling the growth of our consulting division. And at one time…even thought of selling that division to concentrate more on seminars, product development and the Speaking Consulting Network. The demand for our consultants has increased dramatically in the past few months. As dentist slow down, our consultants get busier helping practices use their slow time to re-group. And today more dentists realize that their team needs to be well trained, well-versed in positive communication skills, and positively motivated and directed, so the need for our services in both the consulting division and the two-day workshops forces our growth. We are happy to bring on board two very talented dental consultants/speakers who will be joining the LLM&A team in January. Our added service benefit is that we have also created a new position to manage our consulting division, our Director of Client Services, from Colorado. Watch for the winter edition of DYNAMIC DATA for their official introductions and welcome to our team.

CLINICAL EFFICIENCY TIPS

The Operator Seating Review page just went live.  It is at http://www.posturedontics.com/seating_review.html.

Thanks,

Bethany

Bethany Valachi, MS, PT, CEAS
Director, Posturedontics, LLC
2225 SW Scenic Drive
Portland, OR 97225
Tel: 503.291.5121
Fax: 503.291.1678
www.posturedontics.com

ADDITIONAL CLINICAL TIPS

The entire Instrument Management System line has been developed with the goal of meeting the office’s global needs of safer sterilization protocols, increasing profitability through reduced expenses and increased productivity. What a solution!! We’ve been very busy here at Hu-Friedy in trying to get the word out about IMS (cassettes) to individuals who consult, lecture, and train on sterilization and overall office efficiency.

Hu-Friedy is the leading provider of instruments and instrument management systems. Dentists who are on the cutting edge are using IMS today. They understand the benefits that this simple change can make to their practice and the entire dental experience for the patient. Let me share some of the benefits they realize on a daily basis.

• By having the right instrument chair-side, the Dentist is able to provide superior patient care. Now, there are fewer interruptions caused by looking for instruments. This not only saves time, but also reduces the stress incurred by the dental team and the patient.
• IMS helps manage your assets and operational costs. The IMS system neatly organizes and securely protects instrument during the entire cleaning process. This results in fewer lost and damaged instruments.
• IMS allows for safer practices – the fully enclosed and locked cassette reduces the chance for sharps injuries during transportation and cleaning. The staff no longer touches or scrubs the instruments – providing everyone greater peace of mind.
• IMS optimizes flow and productivity – research shows that offices that use IMS save an hour per day (10 minutes per procedure). Now your team of professionals are able to use their expertise productively, rather than doing non-value added tasks like washing or sorting instruments.
• In addition, IMS creates a clean and professional environment. The presentation of a sterilized package to the patients is appreciated and places them at great ease while in the chair.
• Dental teams that use IMS are happier. The system reduces the unnecessary stress of trying to process instruments and meet production goals. The team appreciates the ease, simplicity and safety that the system offers. We’ve even heard of Dentist using IMS as a marketing tool when hiring new staff.

Most of these benefits are similarly expressed in our new 8 minute IMS video featuring your very own ADMC member Jackie Dorst of Safe Practice, Dr. John Molinari of University of Detroit Mercy, Dr. Edward “Pat” Allen, and Dr. Peter Haupers. A copy of this video can be sent to your attention by replying to this email. Once you’ve seen the video please let me know your thoughts about its message.

Kind regards,

Patrick – A. Lindsay

Phone (773) 975-3975 ext. 4405Fax   (773) 975-0995

HYGIENE COMPLIMENTARY NEWSBRIEF 

Get free tips and techniques to BOOST your hygiene department with Inspired Hygiene’s free monthly E-zine. Click here to get your free subscription!  

“Go to  www.InspiredHygiene.com and click on the “Free Tips” button”.

A WORD FROM ONE OF MY MENTORS: NIDO QUBEIN

What Motivates Your Employees?

“I just can’t seem to motivate these people.”

I often hear that from corporate leaders. I tell them: “Stop trying. You’ll never be able to motivate them.”

The advice of a quitter?

Not at all, because the next thing I tell them is this: “They’re already motivated. Find out what it is that motivates them, and use this knowledge to channel their energy in the direction you want it to go.”

Some people are like water in a faucet. It’s already motivated to flow, but it doesn’t have the opportunity until you open the tap. Your people may be bursting with energy and waiting only for you to provide them the opportunity to use it constructively.

Others are like mountain streams, which flow swiftly but follow their own courses. If you want them to turn your wheel, you have to provide them with a channel. Your organization may be full of people who are moving energetically toward their own goals. Your challenge is to open up inviting channels that will focus their energy on corporate goals.

Remember that people don’t do things for your reasons. They act for their own reasons. Your challenge is to provide them with good reasons to do what you want them to do.

Those reasons may involve either gain or pain. When the gain from changing a behavior outweighs the comfort of remaining in a rut, a person will change. When the pain of remaining in a certain behavior outweighs the discomfort of leaving the rut, a person will change.

Pride is a powerful motivator. Everybody is proud of something. When you know what makes your people proud, you can use that insight to channel their motivation.

But remember: You can’t change people. You can only change their behaviors. To change their behaviors, you must change their feelings and beliefs.

You may think that what they feel and believe is wrong-headed and preposterous. But to them, perception is reality, and what they perceive seems perfectly reasonable and rational. Understand that and respect their perceptions. Then you’ll be in a better position to change them to the reality you perceive.

You consistently get the behaviors you consistently expect and reinforce. Look for ways to reward employees for doing the things you want them to do. Conversely, use disincentives to discourage the behavior you don’t want to see. You’ll find yourself leading an organization of motivated employees with energies focused on the things you want to accomplish.

Quick Links…

• Our Website
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Contact Information

email: vicki@nidoqubein.com
phone: (336) 889-3010
web: http://www.nidoqubein.com  

CHECK OUT OUR UPDATED WEBSITE BY TNT DENTAL

Our website has been updated all of you who know, updating is an on-going process. Thanks to Tim Healy and the folks at TNT Dental, the task is easier than with any other site designers. Check out our new products and services. Order our new and just released Dental Business Conference 12 DVD library to bring your new team members up to the same quality level of your existing team members. Or rejuvenate long-term staff (or dentists) that may not have the passion for the profession they once had. Our site is: www.DentalManagementU.com. Check out my remainder of 2005 and 2006 speaking itinerary and come join us on the road during the next 15 months. Also check out the Speaking Consulting Network at www.speakingconsultingnetwork.com and join us for SCNs 10^th Anniversary Celebration in Phoenix 2006 (May 20^th-22nd^d). Corporations, we are extending our exhibitors and sponsorships in 2006 with nine additional openings. Our goal is to have 130 top-notch speakers, consultants, dental writers and product developers. Plus 20-30 of the top dental journal editors, and representatives of dental companies for an exciting three days. If you have ever thought of speaking, consulting or writing, these three days will change your life. If you are already accomplished in these fields, come and discover what is missing for moving your career to an exciting new level of success if making connections is important.

Happy Holidays,  

Linda Miles, CSP, CMC, CEO
And the Linda Miles and Associates Team

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to lindamiles@cox.net to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 757.721.2892. On the web at www.DentalManagementU.com, or via email at lindamiles@cox.net

Miles & Associates – Autumn 2005

Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.dentalmanagementu.com

Dear Doctors and Staff,

The joys of summer are finally here and most of us are now complaining it’s just too hot! I hope that each of you enjoy the longer days, the sunshine, and have a nice vacation or two planned somewhere. Dentistry is a demanding yet rewarding profession. And it is a known fact that in the months dentists take time off, the per-hour/per day productivity increases. Many practices have gone to summer hours of 7-3 with fresh fruit, cheese and crackers, or finger sandwiches provided on a rotation basis by each team member and the doctor(s). Instead of taking an hour-long lunch, each person takes a mini-break a couple times during the 8 hours and everyone loves being home with an additional five hours of daylight to enjoy summer activities with friends and family. If you aren’t doing summer hours this summer, I hope your office gives it a try next year. Note: (Check with your State Employment office for laws governing employee work hours).

We have had a whirlwind past three months. April and May are notoriously busy times on my lecture schedule with a slowdown during June, July and August, which are reserved for new course outlines, updating workbooks, and creating new products. We do more consulting in the summer and winter months when Associations are on break or holidays. April started off with a bang with a sell-out crowd at our Norfolk, VA two day Dental Business Conference. We had attendees from as far away as Albuquerque, New Mexico and a record breaking number from VA and NC. Due to the fact that I will be speaking for the VA AGD in Richmond, November 4th, I am unable to do my fall/winter DBC in an area close to Richmond so we are taking our DBC to San Diego December 1-2 and already the response on the west coast has been fantastic. With four months to go, it will be another sell-out. Below is an unsolicited testimonial about his DBC experience from

Dr. Carl Jenkins:
315 MAIN STREET
WATSONTOWN, PA 17777
570-538-5005
Fax: 570-538-1808
Email drjenkins@alltel.net

Dear Linda:

Wow! Does your Dental Business Conference work or what?

Ok I knew we were going to see some improvement in my practice and I thought we might see some modest initial increases in production and collection but never did I think that we would double our previous year’s average monthly in just 1 and ½ months after attending your great program. Our one-hour consult with you was the icing on the cake to get us moving.

Linda I hope you will think of me whenever you have someone who has questions about the value of these programs. Please have them call me so that I can stress to them how important it is for them to come and learn what tools they need to help their practices grow.

I am not overstating to say that my investment has repaid itself many times over in just 2 months and I anticipate the dividends to keep paying in the months and years to come. Yes I ask myself why I didn’t do this sooner.

The benefits don’t stop there. My staff is on fire. It is so much fun to see how excited they are about the growth of our practice and the new faith and trust I’ve placed in them. Of course our patients are benefiting too from our increased efficiency in providing them great care. I personally have found that my excitement and passion for taking care of my patients and my practice has grown.

Where do we go from here? The sky is the limit.

Thank you so much for all that you have given us. You should feel great everyday for all that you do for our wonderful profession of dentistry.

Sincerely,

Carl Jenkins DDS

If you have not attended (with your team), our two day Dental Business Conference, we hope you will meet us in SAN DIEGO, December 1-2 (Thursday and Friday), so that you can start 2006 off with a newfound passion for dentistry, improved teamwork, and everyone in sync with the doctor’s vision of excellence. Managing the practice is truly a total team effort. All employees must be masters of communication, must be excited about dentistry, and must come to work each day with a “what can I do for the practice” attitude, (versus a what can the practice do for me). Efficient systems, marketing, communication, and attitude adjustments are what you will leave with. 2006 will be your best year ever even though you THINK you may be maxed-out. Call Lee today at 800-922-0866.

DOCTORS BEWARE!!

Boards of Dentistry nationwide are dealing with more concerns regarding prescribing policies by dentists than ever before. Boards work closely with the DEA (Drug Enforcement Agency), which govern controlled substances and issue the DEA certificate. Prescribing of controlled substances is a privilege and must be respected. Most State Boards of Dentistry report actions being taken with dentists, which may alter current treatment for patients in pain or for post-operative relief of pain.

Some common area of concern include:

1. Prescribe only within the dental “scope of practice”.
2. Prescribe the appropriate drug and amount for the patients’ diagnosis or treatment provided.
3. Do not self prescribe or prescribe for family, staff or friends outside the dentist/patient relationship.
4. Monitor closely the delegation of “call-in” or refill for prescriptions by staff members.
5. Document, document, document! This is the ONLY true defense you have if questions occur.

Many dentists innocently become victims because they are unaware of the rules. Safeguard your practice and your ability to prescribe responsibly.

This information is taken from the scientific continuing education programs offered by Dr. Marquetta Poynter, a dentist, investigator for the Kentucky Board of Dentistry. Dr. Poynter provides timely education for dentists and dental office staff throughout the country. Four decades of experience in dentistry have given Dr. Poynter a unique perspective on the profession. She believes that today is the BEST time we have known as dental health care providers.

Many problems, which dentists have with state licensing boards, originate from very basic issues. Miscommunication as well as poor documentation and failure to implement “basic” clinical concepts account for most complaints received by Boards of Dentistry. Investigations, and sometimes-negative consequences, follow.

Protect your practice future and your peace of mind by inviting Dr. Poynter to consult individually, speak with your study club, state dental meeting or other dental programs. She is beginning her tenth year as a dental investigator and has participated in many Board of Dentistry hearings where actions against a dental license has taken place. She can be reached at: mpoynt@bellsouth.net or by phone 502-375-2727.

SPEAKING CONSULTING NETWORK 2005 HIGHLIGHTS

The Speaking Consulting Network was a huge hit May 21-23. Dental speakers, consultants and writers from around the globe were mesmerized with the line-up of Spotlight on Speaking presenters who gave ten minutes of their best material for the audience. Their DVDs will be sent to meeting planners upon request. Interested meeting planners have learned to “shop” for speakers for their next conferences by going on-line to www.SpeakingConsultingNetwork.com. Guest Speaker, Ms. Sam Horn gave a wonderful presentation on “How to Turn Ideas Into Best Selling Books”. She is a master in the art of writing and was a true “gift” to all of us. Sam has agreed to hold a two-day writers conference in Ft. Myers. FL November 20-21, the Sunday Monday before Thanksgiving for anyone wishing to make 2006 the year they too become published. Email me at LindaMiles@cox.net or Lee Tarvin at LeeTarvin@cox.net you wish to register. It’s amazing how Sam brings out the best in each person in her presence. Writing is a wonderful hobby but an even better career. (See Sam’s promo below to get signed up for the Writing Retreat.) PS: You do not have to be a SCN member to attend the Writers’ Retreat.

Stop Wishing – Start Writing Retreat

Do you want to:

• Be an author but just don’t know how to jump-start your project?
• Finish your book, but you’re so busy with your business you don’t have time to write?
• Put your ideas and insights in print where they’ll create a tangible legacy?
• Develop a “brand book” that positions you as the #1 resource in your area of expertise?
• Turn your knowledge into highly profitable articles, e-books, and special reports?
• Catapult your consulting/speaking career by writing the definitive book on your subject?

Yes? Plan on joining Sam Horn, 12-time Emcee of the world-renowned Maui Writers Conference, for this writing retreat sponsored by SCN. This full-immersion program can help you get away from your many responsibilities and distractions so you can focus solely on your writing project(s) and fast-forward their completion.

If you’re ready to get your book out of your head and into the world — where it can make a positive difference for readers and a profitable living for you by doubling your income, do yourself a favor and sign-up for this hands-on workshop. You’ll have opportunities to:

• Obtain clarity about what you have to offer that is unique and salable
• Turn your speeches into proprietary, profitable columns, special reports and books
• Create attention-grabbing titles and content that set you apart from the crowd
• Organize and expedite the writing process so it takes weeks or months, not years
• Develop a one-of-a-kind proposal that attracts favorable interest from agents/editors
• Crystallize a compelling “Tell ‘n Sell” so people say, “I’ve got to read that!”
• Craft page-turning prose that flows (yes, even for non-fiction material)
• Develop an intriguing Table of Contents and easy-to-follow format for your book
• Learn how to be an Authorpreneur who generates media attention, national visibility, break-out buzz, and ongoing sales through proven promotional strategies
• Maximize revenue by producing ancillary products (tele-seminars, CD’s, etc.)

You’ll be “work-shopping” your project and immediately applying what you learn so you make tangible progress in this two-day intensive retreat. The specific suggestions Sam shares will catapult the 1) craft and 2) commercial viability of your project – whether you’re in the initial thinking stages, halfway through your proposal, pitching your manuscript, creating content for your web-site, turning your speeches into articles, reports, and columns, or marketing your already published book(s).

After this inspiring program, you’ll understand why hundreds of grateful authors have thanked Sam in their Acknowledgments with, “I couldn’t have done it without you.”

The top-rated speaker at the 1996 and 1998 International Platform Association conventions, Sam is known for highly interactive programs that focus on real-life ideas you can use immediately. She loves walking into bookstores and turning the books of her clients and program participants FACE-OUT. She hopes to have a chance to do that for YOUR book soon. Visit www.SamHorn.com for more information about her credentials and for testimonials from many satisfied clients, readers, meeting planners, and authors.

Remember, ideas in your head that aren’t put into print . . . help no one.

We know you’re busy. We also know that taking two days out of your packed schedule to fast-forward that book you’ve been talking about is one of the best investments you can make on behalf of your professional future.

A published book goes places you’ll never go and gets your important message in the hands of people you’ll never meet. It makes ephemeral insights permanent. It drives your fees, establishes your expertise, and differentiates you from competitors.

Whether you’ve been promising yourself for months to put your knowledge in print, or whether you’re an already published author who wants expert advice on how to make your next book a best-seller, plan on joining us for this put-your-schedule-where-your mouth-is workshop. We promise it will exceed your expectations. Hope to see you there. Call Lee today at 800-922-0866. Limited attendance and must be registered before September 1st.

DEFINING DUTIES IN THE BUSINESS ARENA

So many practices have no idea how defining the front desk duties versus “everyone doing everything” creates less confusion, saves time, provides a high level of customer service, and makes staff so much more accountable. These are the duties I created for a three-doctor practice that I hope you will find helpful in defining and organizing your own business arena. “When the front desk hums, the back office sings”.

SCHEDULING COORDINATOR

1) Greets all patients upon arrival as though she/he is happy to see them, treating them as guests in their home.

2) Answers first two incoming lines (patient-ready lines). If talking on line one and line two rings puts patients politely on hold for less than 60 seconds by saying, “Mrs. Jones, I have another call coming in. I’ll be back in less than 60 seconds.” Caller number one always deserves first priority of the scheduling coordinator’s time. If necessary take caller number two’s name and number to return the call versus allowing others to answer line one or two or the caller on line two having to wait if the first call indicates a lengthy conversation. (The fewer people answering patient incoming calls, the better)! If the call is from a new patient rather than put them on hold, get their name and number and say to them, “our new patient coordinator will call you back within thirty minutes to gather important new patient information and to tell you about our practice”. (This new patient coordinator is typically the second assistant who fills out the new patient information completely.) Calls must be returned promptly if the scheduling coordinator cannot take the information immediately due to other calls or a busy check in situation. New patients are the lifeblood of any practice and must to handled as such. Giving them ample time to ask questions and not sound rushed is a very important part of practice building.

3) Engineers the schedules for all operators. With the future hygiene appointments being prescheduled chairside, it eliminates a lot of appointments for the scheduling coordinator. She can now focus of filling holes in the schedule within five minutes of an opening for dentists and hygienists. Using a pending appointment list is much better than moving already scheduled patients forward. The risk of getting recalls back short of their insurance benefit time allowance is one problem. Moving patients to fill openings also creates the habit of patients then changing their own appointments at will. This in fact doubles the work of Scheduling Coordinator and is a real drain on practice productivity. With a back-up list of patients who have not been seen, there is no need to move already scheduled patients forward!

4) Four hours per week the Financial Coordinator handles both check in and check out allowing the Scheduling Coordinator two hours two days per week to go into the back office to work on past due recall patients and diagnosed but not scheduled treatment. Keeping the recall and pending treatment systems up to date is very important. Clinical staff can also help with this task when they have downtime.

FINANCIAL COORDINATOR

1) Presents fees at the end of all appointments at the desk check out station. Discusses financial options before treatments of all fees over $300. Enforces that all fees under $300 be paid at time of service using credit cards, cash or checks. All fees over $300 will be offered creative financing through a Financial Partner such as Care Credit. These options should be offered to all treatments over $300 in a very enthusiastic manner letting patients know it is a true benefit to them, not another job for the FC to take on!

2) Collects and posts payments at the desk, ALWAYS collecting the insurance co-pays at time of treatment to eliminate too many statements.

3) Processes insurance daily (at the desk check out station). Posts all mailed payments in between checking out patients.

4) Totals the day sheets each day turning over to another staff member for verification and to create the daily deposit which they both sign off on as correct before turning over to the doctor. Someone who has not done the posting more easily finds errors. Double verification is a sound business principal for safeguarding office assets.

5) Four hours per month, (two hours twice per week), the Financial Coordinator is covered by the Scheduling Coordinator to go into the back office to work on past due accounts (25% of the alphabet each week). The FC also contacts patients who need to do their own insurance inquiries giving them the toll-free number of their insurance company and faxing (if necessary) their EOB so they can make the call. The office policy for accepting assignment of insurance should be 60 days max. The patients who have past due insurance balances should be contacted at 40-45 days so they have time to do their insurance inquiry before the total is placed on their signature on file credit card auto debit on the 61st day after treatment. (Must be arranged, understood and signed by patients in advance of doing this.)

OFFICE/PRACTICE ADMINISTRATOR

Depending upon the level of authority the doctor/owner wishes to give the Practice Administrator (PA), the more the following duties vary. If the dentist is comfortable relinquishing most of the management, these are the typical duties of a PA.

1) Personnel Director-Handles all staffing issues for the practice. Places ads, does pre-interviews, narrows the field to the best two to three applicants for the dentist(s) to do a final interview. Handles all staff requests for time off, handles the explanation of each person’s compensation package (decided upon by the owners). Keeps personnel files on every employee under lock and key which includes a list of required-by-law items as well as application for employment forms, staff evaluations, reprimands, etc. The Personnel Director oversees payroll records (unless this is designated to one of the owners, a spouse or accounting firm). They see that paychecks are distributed on time, that time cards are monitored and verified before each check, and works with a payroll service or designated person to assure all proper taxes are withheld and taxes are filed on time without penalties. They arrange all staff meetings (even though facilitating is shared by all dentists and staff.) They arrange staff evaluations and CE for dentists and staff.

2) Marketing Coordinator-The PA is chairman of the marketing committee. They are responsible for all internal and external marketing efforts to build or maintain a healthy new patient flow (unless the practice has more patients than they know how to handle). This is typically 25-40 new patients per month per doctor (including first time emergencies). (Note: Practices vary by the number of new patients needed by types of services offered and many other factors. The above number is for a practice that is in the new or growth-oriented stage more than a well established practice with more than 2500 active charts per dentist.)

3) Budget Coordinator-The PA is in charge of keeping the practice overhead at a comfortable level to assure growth of the net income of the practice year after year. Budgeting includes: a) technology, b) supplies, c) facility maintenance and upgrades, d) staffing costs, and e) marketing costs to name a few. The Budget Coordinator has an owner mentality when it comes to cost containment. Having a background in accounting or having run a successful business at one time or another is a plus. These people actually become the on-staff consultant after working with a consultant. They know which management system “string to pull” on which area of the practice when the overhead is not at a comfortable level.

4) Office Confidant-The PA becomes the doctor/owner’s confidant. They keep certain issues and office business strictly confidential. The doctor develops a strong degree of trust in this person who becomes “like a partner in the business” even though they are an employee. This PA cannot be loyal to the staff (who will go to them to complain). Their loyalty to the doctor(s) owner(s) never falters. This person is fair with staff, yet firm. They cannot be “one of the staff” one minute and their immediate supervisor, and liaison to the owner(s) the next.

SPEAKING CONSULTING NETWORK 2006

The Speaking Consulting Network will hold it’s 10th Anniversary Conference in Phoenix, AZ at the Biltmore Embassy Suites May 19-22, 2006. Please contact our Executive Director, Ms. Lee Tarvin to register and to have a comp copy of our SCN brochure sent to you in early September. You may also email your address to LeeTarvin@cox.net. 2006 will be another sell-out for three years in a row…Don’t be left out. Get more bookings, create better materials, get published and learn why meeting planners in dentistry turn to the SCN web site to shop for professional speakers. Learn why dentists shop the site for the consultant best suited for their practice needs. SCN has certainly become the Who’s Who in speaking, consulting and writing. Our corporate sponsors report a high rate of business by networking with the SCN each year. This year nine additional corporate sponsors will be added to our line-up of sponsors. Last year we turned away a dozen companies due to space limitations. As SCN grows, so do requests for sponsorship tables.

ANNOUNCING LLM&A’s NEWEST TWO-DAY CONFERNECE TO BE HELD IN EARLY 2006

DENTIST ALERT: Smart dentists of this era have learned to delegate the important tasks of PRACTICE ADMINISTRATION to a qualified middle management individual. Many have been very successful at finding, training, and trusting this valued employee while other dentists struggle with the task. Some doctors prefer to do the duties themselves rather than try to hire someone. They often have no idea how to train and support this key employee. Too many Practice Administrators (Office Managers) become disillusioned trying to do a job they have never been formally trained to do. Worse is having no one to talk with who shares his or her joys, challenges or duties.

Linda Miles’ new PRACTICE ADMINISTRATOR course to the rescue! Our first course is January 13-14 in the Sarasota/Clearwater FL area. Dentistry has become very MULTI-TASKED…No longer can dentists keep up with total patient care, the business of dentistry, marketing, continuing education, the facility, new techniques, materials, technology and personnel. Simply put…DENTISTS NEED HELP. Knowing who to hire and how to train and support this person has become a real time-consuming TASK. Many Practice Administrators have a TITLE but little knowledge of how to do the job correctly. They receive little respect from the team they are trying to direct and empower, and little praise from the dentist owner, since things are not going as smoothly as the dentist hoped.

Based on 27 years of practice consulting with more than 1400 in-office consultations, over 40 years in the dental industry, and hundreds of requests for this program, Linda Miles has put this exciting program into a ten-hour two-day format with intense hands-on training for Practice Administrators from all over the country. There will be time for group interaction, questions and answers, as well as afternoons free for more interaction or personal reflection and group networking after 2 PM.

See below for a “taste” of what’s offered at our first Practice Administrator Course in South Florida. We welcome dentists or spouses of dentists who may wish to attend this course with their PA so they too may understand the dynamics of this important position. Or for those dentists who wish to know how to be one’s own Practice Administrator if the practice does not have a PA. We offer a special courtesy of $100 off for two from the same practice or $200 off per person for three or more from the same practice or study club. Call Lee today at 800-922-0866. You may also visit our website at www.DentalManagementU.com and register on-line. Or you may fax the name of your Practice Administrator or Dentist, along with your contact information, credit card number and expiration date with signature to Lee at 757-426-3901. Last but not least you may email me personally with any questions you may have at lindamiles@cox.net, or my assistant, Lee Tarvin at leetarvin@cox.net.

PRACTICE ADMINISTRATOR WORKSHOP OUTLINE

    The Whys and Hows of Hiring and Training a Practice Administrator

    Assuring the Long-term Success of the Practice Administrator’s Position

    The Practice Administrator’s Sphere of Responsibilities

    Management Systems (Scheduling, Recall/Reactivation, Charting, Collections, Insurance, Inventory)

    Personnel Management, Hiring and Retaining (Instilling Teamwork, Enthusiasm and Accountability)

    Budget and Overhead Control

    Becoming an On-site Consultant to One’s Own Practice

    Leadership at All Levels (The PA as the Role Model)

Fee: $995 (1); $895 per person (2); $795 per person (3) or more (same practice or same study club)

Well, Ask yourself a few key questions:

  — Do many of your patients suffer from coffee, cigarette, morning or any other kind of bad breath?

  — Does their breath interfere with their personal and/or professional lives?

  — Would they be willing to spend a little to prevent it?

  — Do many of your patients suffer from poor home hygiene habits?

  — Do they know the consequences medically and financially?

As a solution to you patients’ problems:

  — Do they use alcohol mouth rinses?

  — Do they know alcohol-based rinses worsen breath, cause dry mouth and deteriorate their beautiful and expensive restorations?

If you are like most dental professionals, you do great work and care a great deal for your patient, but you do not take your care far enough. If over-the-counter products worked, you would not see so many unhealthy mouths.

Oxyfresh is unlike any other product you have seen or used. It has been successfully recommended by thousands of dentists and hygienists for over 20 years. And these dental professionals have been paid for recommending our products. Here is what your patients will experience with Oxyfresh products — and love you for:

• Fresh clean breath that has been clinically proven to last up to six hours.
• A low abrasion, whitening, and breath freshening toothpaste the taste of which is addictive!
• A patented tongue scraper to dislodge the smelliest and deadliest bacteria byproducts.
• A potent healing Aloe/Oxygene* Gel for sensitive and irritated areas.
• A clinically proven, patented oral irrigator that is proven to be 44 percent more effective than a plain oral irrigator for non-flossers and orthodontic patients.

Million of patients have fallen in love with these products and developed the easy habit of using them daily in between dental visits for a healthier, brighter, fresher mouth.

Oxyfresh has consistently supported the dental profession throughout the past 20 years with several programs:

• Treating breath problems, both temporary and chronic (halitosis).
• An unsurpassed periodontal management and cosmetic dentistry support program.
• Offering nutritional programs for patients.
• Providing accredited dental continuing education seminars.
• Offering specific, easy to implement programs to create lucrative office profit centers that can add $2,000 or more monthly to your bottom line.
• Participating in colleague referral programs creating residual income that can supplement, equal or surpass (as it has for me) your practice income.

Oxyfresh Worldwide
Oral Health Consultant
Anne Duffy RDH
oxyfresh.com/anneduffy
home/office: 704-846-7665
cell: 704-953-0261
Dental Entrepreneur Magazine
Editor and Publisher

Have a great August and success to you and yours,

Linda Miles,CEO
Linda Miles and Associates

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in
touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to llmiles@ix.netcom.com to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 757.721.2892. On the web at www.DentalManagementU.com, or via email at llmiles@ix.netcom.com.

Miles & Associates – Summer 2005

Miles & Associates
Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.dentalmanagementu.com

Dear Doctors and Staff,

I hope spring has sprung in your part of the country. I talked with friends in Michigan today and they have a foot of snow and it’s nearly May! It has been a long, cold and wet winter in Virginia Beach so we are more than ready for summer. We have had only a few good days that have teased us to believe warm weather is here to stay but it is fickle to say the least.

In spite of bad weather in January, February and March, the first quarter for all of our clients and many non-clients we have talked with over the phone, has been exceptionally strong and especially the month of March. In fact some of our clients have had their best months ever with the second quarter looking good scheduling and new patient wise. Production for most practices the last quarter of 2004 was a surprise and let down. I attributed it to an election year. 92% of the practices we monitor had a strong first nine months of 2004 and a big slide the last quarter. The normal every four-year election trend plus three hurricanes in a row really did a number on those areas affected by the storms. I am happy to say even those practices are doing phenomenally well in 2005.

Some of our specialist practices have asked what we are seeing in their specialty so I am happy to share those trends as well. I would love to hear from the specialists receiving the newsletter to see if you are experiencing what we see from the practices we talk with and monitor.

Some PERIODONTISTS who do not do implants are experiencing difficulty keeping their once busy practices fully scheduled and growing. Most are holding their own, and only a few are booming. The majority, however have had difficulty keeping their hygienists as busy as they would like them to be. This happens after GPs have a slow trend like the last quarter of 2004. When the GPs slow down, the specialists follow the next three to six months. This is due in part because more general dentists are doing more of the initial perio in-office to keep their own practices healthy.

ENDODONTISTS: Is this specialty an endangered species? The endodontists I follow have had a good 2004, up 15-25% above 2003, and 2005 looks even better. The last quarter of 2004 was again slower, but the question for endo is: “Will implant dentistry replace many of the cases when the success ratio for implants is often greater than the endo treatment?” Will it be less expensive to replace the tooth than to treat and restore it? I think there will always be a need for endo due to the number of baby boomers wishing to keep their natural teeth. The thought of extracting their tooth and replacing it, even if the cost is greater and the risk higher, is not favored by some people. At least that’s what some patients tell their dentists. I do know however, that implant dentistry is growing faster than the endo practice growth.

PEDIATRIC DENTISTS: They are busier than ever with no slow-down in sight. The specialty itself is very scarce with fewer Pediatric dentists and more children needing special care. My only concern for the Pediatric practitioner, especially those age 60 and beyond, is that their practice has grown so in value that it is virtually un-sellable. A young Pediatric dentist would have a difficult time coming up with a half million dollars or more to buy the older specialist’s practice. They can invest half that into a new scratch practice and within 12-24 months be very busy without buying an existing practice.

ORTHODONTISTS are also busy with more children and adults investing in straight teeth and more attractive smiles. Patients today are more aware of occlusion and the importance of function, not just aesthetics.

Patient financing has also created a higher case acceptance in Ortho and reduced the cost of staff time in doing monthly contract billing. Fees in Ortho have gone up but not nearly as much as other dental procedures percentage-wise in the past ten years. (Note: If I were an Orthodontist, braces would be $10,000 based on their results and the time the patients spend in treatment). I do feel Orthodontists missed the initial boat of not accepting Invisilign as a treatment option when it was initially introduced. The GPs jumped on the bandwagon and now we know, it is the Ortho treatment of choice by patients. The GPs I know who have introduced Invisilign into their general practices are having a huge increase in monthly productivity. “Patients buy what they want, and not what they need”. They may need traditional Ortho but they love Invisilign.

ORAL MAXIFACIAL SURGEONS: Just as in Endo, most patients are one-time shoppers so the financial guidelines and options must be carefully discussed in advance. The increase in patient financing in these two specialties has been overwhelmingly strong and rising annually. The biggest challenge I see for OMFS practices is keeping the GP practices happy and as a strong referral. One bad experience with a patient or GP staff member and specialists can lose an entire vein of referrals. With more staff and multiple locations, it is difficult at best to keep the lines of communication open and everyone on the same page. In today’s dental world, GPs are much more likely to be running their practice like a well-oiled wheel so they expect more from the specialists practice in efficiency and communication.

PROSTHODONTISTS: We don’t monitor many prosthodontists but those we do stay in touch with are busy. Unfortunately their practices are also hard to place a value on for resale as most of the patients who needed full mouth reconstruction have had it. A new buyer is essentially buying a maintenance program (unless the prosthodontist was not good at case presentation/acceptance). Then the buyer is buying a gold mine!

VALMONT, dentistry’s leader in practice surveys for patients and staff, have an entire SPECIALTY division. They will survey 100 of your patients (or parents of patients in Pedo or Ortho), along with your own staff, and the staff and doctors of your referring offices. This can be an eye-opening experience for specialty practices. In my opinion, outside feedback is the only way you can determine how you are truly doing. Trying to fix problems you don’t really have, or guessing at how your referring dentists and staff rate you, is a huge gamble. You can’t fix a weakness if you are unaware of that weakness. We at LLM&A spend an hour on the phone with each specialty practice that does not have their own consultant. We go over the survey results and offer quick and easy solutions for fixing the weaknesses. Call Lee today to order your surveys at 800-922-0866. It is the best investment you can make in moving your practice to the next level (Specialists or GPs).

TRIPLE CONFIRMATIONS

I have been urging my audiences and consulting clients for a year to gather not only emails on each appointment but to also ask for cell phone numbers. In this mobile world in which we live, leaving a phone message on home phones that are rarely used anymore and messages often not checked daily, is like NOT confirming at all. You need three forms of confirmation today (message on cell phone, home phone, and email). Between the three, they will get the message and more likely will be there.

When asked if this is overkill the answer is no, “It’s good business sense”. Business staff who say, “I barely have time for one form of confirmation, how can I do three”, have a good question for which there’s a good answer. Emails can be sent with the touch of a button by the computer. Automatic confirmation systems like TELE-VOX and House Calls (which are used by all large medical practices, beauty salons, etc) make it easy to confirm for you. Remember, when confirming, don’t say. “I’m calling to remind or confirm”. A more positive method is to say, “This is ____from Dr. ____’s dental practice. This message/call is to let you know we are (our hygienist is) looking forward to seeing you Thursday at 3 PM.”

Broken and changed appointments, plus no-shows have been reduced 60-75% in most practices that triple confirm. Practices that have not started gathering emails will be two years behind in another year. Every time a towel goes around a patient’s neck (which is every patient seen), update the medical history, the personal data and gather cell numbers and emails. A year from now you will be glad!

Here are a few sentences that may generate some interest in the newsletter and also remind your clients that we have new dental codes again:

39 new dental codes became effective January 1, 2005. The new dental codes have generated many questions. Will dental plans pay for the new implant guide code, the new survey crown code, or the new flexible partial code? Will carriers now pay when placing a bone graft in an extraction site or for the repair of an occlusal guard?

Are you looking for someone who can answer your coding questions? Now in its ninth year, INSURANCE SOLUTIONS NEWSLETTER enjoys a national reputation of being dentistry’s leading resource for accurate dental coding. Whether you need help billing an implant-supported bridge, appealing a denied dental claim, or completing your first medical claim for a trauma-related dental injury, the staff at INSURANCE SOLUTIONS NEWSLETTER is available to help. Call 888-825-0298 to request a sample newsletter or visit their website at
www.dental-ins-solutions.com to view a sample issue online.

A new well-written and illustrated children’s dental book for preparing kids (and parents) for the first dental visit is hot off the press. “SMILE WIDE, LOOK INSIDE’s” author, Judy Paige, RDH available for speaking to groups of 5 to 500 for your practice, dental society or study club about this patient management topic. There are generous quantity discounts available for pedo practices to send to their patient base as a pre-visit gift or for dental companies to use as booth give-away gifts. For more information or to order see Judy’s site at www.ABCDEPRESS.com

Anastasia Turchetta, RDH, is also front and center in an exciting new book “Conversations on Health and Wellness”. Her chapter highlights can be reviewed on her website at www.AnastasiaRDH.com. Patients love gifts. Why not give them the gift of health if this is your 10th, 20th or 30th year in practice and you are looking for the perfect gift to share. Quantity discounts are available.

Another new and exciting company we are learning more about is U-Appoint for on-line scheduling and confirmations of appointments by patients. A few dentists in our survey said, “Wouldn’t patients be more apt to go online to cancel an appointment than to call the office?” Not hardly! When they try to change or cancel without the designated time your office agrees is adequate, a message flashes on the screen that says: “Changing this appointment will create a $ 75 automatic cancelled appointment fee”. This is my opinion, will deter and eliminate failed appointments much better than a timid or poorly trained business staff person who may be loyal to patients and not your bottom line! The patients will know you mean business and realize that reserved time in your practice is SACRED. Contact Joanna Laznicka at U-Appoint, Inc. at 888-822-2778 or visit their site at www.Uappoint.com

The Michigan meeting in Troy was also one of my highlights of the first quarter. The meeting planner Bernie Drost always has a first class meeting that is totally organized. It was wonderful to have Char Sweeney in my audience as one of our own consultant/speakers who introduced me to the group. Char has been with our firm since the early 90′s and is very busy on major meetings and Seattle Study Clubs, many of which are return engagements.

The AADPA (American Academy of Dental Practice Administration) is one of Don’s and my favorite “Couples Conferences” in dentistry. While many dental teams attend, AADPA is geared toward dentists, consultants and their spouses. Since the early 90′s when we went for the first time as guests, we have enjoyed the friendships with clients and other members. AADPA celebrates its 50th Anniversary in 2006 with the annual meeting at the Regis Hotel, Dana Point CA the first weekend in March. Dr. Joe Blaes, Editor of Dental Economics, a hard-working member of AADPA, is this year’s president. If you have never attended a meeting as a guest, please do so next March. After two times as guests in a five-year period, dentists and consultants can apply for membership. It is truly the cream of the crop group to mix and mingle or become actively involved with. If you are a dental company who wishes to be a corporate sponsor, email me and I will get the proper sponsor information to you. It may not be the biggest dental meeting but it is the smaller ones where true relationships are built that withstand the winds of change.

The West Virginia AGD was truly on of the best meetings in many years. With a record-breaking attendance and in my home state only 80 miles from where I grew up, it was like old home week. Upon arrival to my meeting room early that morning on March 11th, I saw a smiling, tall dentist and thought I was seeing a ghost. How could this be? It was none other than Dr. Ronald Haynes, Don’s and my personal dentist as teenagers in Bluefield, (too many years ago to remember in the late 50′s). He looked wonderful, and at age 74 still practices three days per week, now in the Charleston area. Don was with me so we had such a great time catching up on the past 45 years! Dr. Haynes was not the only senior dentist in the group. Four had been practicing more than 45 years! Thanks to Dr. Bruce Cassis and Dr. Sami Ghareeb and their committee for arranging such a great day.

The Hinman Dental Meeting, which I have attended for 30 years or more held a wonderful surprise this year. I attended first as an attendee in the mid 70′s and since 1982, as a clinician. After being a Featured Clinician six times in the past 20 years, on March 17th, I was awarded the Distinguished Service Award for my contribution to dental practice and staff development. The award has only been given two dozen times in 93 years. Recipients such as Doctors Gordon Christensen, Peter Dawson and LD Pankey, made me realize what a true honor the award is. My husband, Don; our children LaDona and David; son-in-law Bobby Crutsinger; my sister Pat Dawson from Richmond; Lee Tarvin, my right hand person for 21 years; and my consultants Susan, Janelle and Char were all on hand for the Opening Session for the highlight of my career in dentistry in the past 44 years. And to my surprise a dozen of my Speaking Consulting Network friends took time out of their busy schedules to be there for the honor, even our dear friend Kathy Metaxas from Perth, Australia, which was another huge surprise. Everyone knew she was going to be there except me!

I thoroughly enjoyed speaking for the New Dentist Luncheon at the Hinman and met so many nice young dentists who are just getting started. They are so smart and so full of interest and amazement to be at such a prestigious meeting such as this, learning so much at this early stage of their career. Dr. Hinman would be proud to see the new dentists of this era and even prouder to see the fine Hinman meetings named for him.

Besides consulting in North Carolina with a nice group practice, and ending the quarter with our two-day Dental Business Conference in Norfolk, it was time for a two-week vacation before mid April busyness started. Our DBC was close to the maximum of 100 attendees with 93 wonderful folks from as far away as New Mexico. We re-filmed the two days, so the new DVDs of this sought- after course will be available sometime in mid to late August after we do the editing and reproductions. Filming is the easy part and editing can be very time-consuming. We re-make the Dental Business Library every five years for in-office continuous training. Nothing is as good as being there is person with the entire staff. If you missed the Norfolk course, join me in San Diego December 1-2 (Thursday and Friday), for our first west coast course in years. I normally do two DBCs per year in my area. Due to the fact I’m lecturing for the VA AGD in November in Richmond, I had to have the DBC somewhere else this fall. CA has always been well attended in year’s past and it will be good to see our west coast friends in early December. For those of you who like visiting San Diego, here’s your chance to go and have a write-off for CE. See our itinerary for a complete list of the upcoming dates for all our consultants and speakers. See Susan and Janelle’s web site at www.DevelopmentalDentalStrategies.com for a list of their one-day Dental Business Seminars and their hands-on FL Center for Dental Staff Development. This is our newest service that gets the same results (or better) as an in-office consultation. The total focus for two days is on Scheduling and Collections/Insurance management. Send your two key business staff to FL for the best experience on their career. Doctors, you are losing more in one week than the tuition and travel of this course to fully train the two people who sit at your front desk and make or break your practice.

Happy days of summer to you and yours,

Warmly,

Linda Miles,CEO
Linda Miles and Associates

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in
touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to llmiles@ix.netcom.com to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 757.721.2892. On the web at www.DentalManagementU.com, or via email at llmiles@ix.netcom.com.

Miles & Associates – Spring 2005

Miles & Associates
Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free