Fall is here and are you gearing up for the new year?  Take the necessary steps to end 2009 with a bang and blaze into 2010!!!

“USE IT OR LOSE IT!” 
END OF THE YEAR BENEFIT LETTER 
 
 
Isn’t it true that most patients don’t have a clue what their insurance “benefits” truly are?  We call it “benefits” because dental insurance really isn’t insurance at all!
 
Dental insurance is a partial reimbursement for basic dentistry.  95% of patients need more than basic dentistry! 
 
It is so important that patients realize that if they don’t utilize their benefits…they LOSE THEM!!
 
For those that have insurance that renews in January, have treatment needs, and have benefits available, send the guarantor of each household a letter that reminds them to use those remaining 2009 benefits. Here’s a sample letter.
 
Dear Family and Friends,
 
Many of you have dental benefits that renew in January and as the end of the year approaches, it may be time to see what services you might still need so you can get the most from your coverage.
 
Dental benefits allow a certain dollar amount to be used toward your dental care each year.  If you do not use your whole benefit during the year, you will lose those benefits(unused benefits do not “carry over” to the next year).
 
If you have any questions regarding what treatment needs you still may have and what benefits you have remaining, please give us a call and our insurance coordinator will be happy to go through this with you. 
 
Sincerely,
 
Dr. Molar
 
Use this letter as a template and customize it to your office.  You may be surprised at how many calls you may get!
 
If you would like to talk to us more about your practice, please call Teresa (Director of Client Services) at 877-343-0909.  You don’t have to do this alone!  We can help you every step of the way!
 
 
 
 
 The Front Office Development Program
 
          “Get your front office trained efficiently.” 
    
 
PROGRAM AGENDA:  
 
Designation of Duties
Disc Training (Personality Styles)
Communication & Teamwork

The New Patient Experience
Telephone Verbal Skills
Recall & Reactivation
Financial Policies & Collection Techniques
How to Avoid  No-Shows & Broken Appointments
Creative Scheduling Concepts
Case Acceptance

 
CALL TODAY FOR MORE INFORMATION!
 
877-343-0909 or visit www.dentalmanagementu.com
 DENTAL TEAM  CONFERENCES
            2010
 
VIRGINIA BEACH ~ MARCH 12-13
 
PALM SPRINGS ~ NOVEMBER 5-6

In This Issue
Uncover Recall Reactivation Secrets
Quick Links
Order Webinars
Archieved Newsletters
Menu of Services
Upcoming Conferences 
 
 
If you’re like many practices across the nation, you have felt the impact of the economy in one way or another.  FEEL IT NO MORE!!  It’s time we go back to basics and work “on” our practice and not just “in” it!  Recall reactivation is a simple way to increase production and increase your bottom line.
 
THE TIME IS NOW….WHAT ARE YOU WAITING FOR?

Recall Reactivation: A Must or Bust!
 
Do you have openings in your hygiene schedule?  We routinely see this when we start consulting with our clients but it doesn’t stay that way for long!  Reactivating is a campaign that if you take it seriously, you will see the results!  2/3 of your restorative comes from your recall exams. Begin TODAY with a new focus on getting those overdue patients in!
 
Start with 2009 overdue recall patients.  Divide the alphabet into 4 parts.  The first week of the month, 2-4 hours should be spent calling that first part of the overdue patients.  Designate 1 person that is the main reactivation coordinator to do this.  He or she should have quiet, uniterrupted time to focus on calling patients.  All calls should be documented in the chart notes and on a master list. 
 
The second week should be utilized calling the second part of the alphabet for 2009 and so on.  Once 2009 overdue recall patients have been called, then it’s time to start on 2008!  Dig deep into those overdue files with this thought in mind…..EVEN IF A PATIENT HASN’T BEEN IN FOR THEIR CLEANING IN YEARS, IT DOES NOT MEAN THAT THEY DON’T THINK OF YOU AS THEIR DENTIST! 
 
Patients often think that if you don’t call you don’t care. Start your “Calling is Caring Campaign” today!
 
For only $24.95, order your recall reactivation kit that will help you get those overdue patients in and fill your schedule!  Your kit includes essential verbal skills for telemarketing past due patients, formulas on how see if your recare system is effective, and a complete periodontal protocol you can utilize for your practice. A “MUST HAVE” for every office! 
 
Call 877-343-0909 to order today or email tdobbins@harbornet.com for a registration form!
 
 
 
                           NEW!!!
 
FRONT OFFICE DEVELOPMENT TRAINING
You asked and we listened!  Our newest program gives you the hands on training for your front office staff with amazing results!
 
PROGRAM AGENDA:
 
 Designation of Duties
 Disc Training (Personality Styles)
 The 7 Phases of Patient Communication
 The New Patient Experience
 Telephone Verbal Skills
 Recall & Reactivation
 Financial Policies & Collection Techniques
 How to Avoid  No-Shows & Broken Appointments
 Creative Scheduling Concepts
 Case Acceptance

 
CALL TODAY FOR MORE INFORMATION!
 
877-343-0909 or visit www.dentalmanagementu.com
 DENTAL TEAM CONFERENCE 2009
     DON’T MISS OUT!!
 
ATLANTIC CITY ~ OCTOBER 23-24
 
SAN DIEGO ~ NOVEMEBER 6-7
 
A MUST FOR THE ENTIRE TEAM!  GO BACK TO WORK FULL OF ENERGY, MOTIVATION, AND PURE KNOWLEDGE THAT WILL GROW YOUR PRACTICE!
 
REGISTER TODAY! 
 
877-343-0909                            WWW.DENTALMANAGEMENTU.COM

Dear Doctors and Team,

Life would be great, if it weren’t for other people! Yet it is through relationships with others that you often obtain the greatest rewards. Your office is where you spend many hours of your life. Getting along and working productively with your colleagues is so important, yet many offices experience stress because team members argue, give each other the silent treatment or allow someone else to do all the work.
How well does your team work together? Can you depend on each other? Trust and respect one another?
Trust and respect are two essential elements for a successful office. But how do you increase trust or respect? It’s relationships – and not necessarily friendships. Relationships are built over time, when one person has respect for another. As a team member, you do not have to be a close personal friend with everyone in your office, but you do always need to show respect and professionalism.

Many offices experience conflict when team members do not follow through on their commitments, which creates a lack of trust. Here are some guidelines to facilitate accountability and build trust among your team members:

1. Defined duties are a must in any workplace. First, write down and detail the steps/duties in each person’s job description. Eighty percent of your time at work should be defined by your job description and responsibilities. Twenty percent of your time is spent helping colleagues and clients however you can. A successful, trusted and well respected team member uses words like, absolutely or certainly when asked for help.

2. Outline the time commitment and set aside adequate time for each task. It is not fair to assign or accept a responsibility and then have no time to accomplish the task. Be realistic about the timeframe, and make sure your team members are aware of the deadlines for each project they take on.

3. Be careful to not overload your staff with too many commitments or too many interruptions. They will get discouraged and burned out. Instead, focus on delegating one task at a time, communicating the objective and timeframe clearly.

4. Follow through by putting a note on your calendar to check on progress. If you don’t check on progress, the task may not be accomplished. Find out how the project is progressing and show interest. Ask questions about the task, and offer your advice and help if needed. Recognize your employee for taking on the responsibility. It is discouraging for a team member to work hard and not received recognition for a job well done!

5. Avoid showing favoritism toward specific team members. To build trust and accountability, offices need consistent leadership. One way is to have effective team meetings on a regular basis for feedback and input on projects. With team meetings, allow your staff members the opportunity to volunteer for special tasks and projects. Create a strong team by not showing favoritism to certain team members. It is impossible to build trust if one person is favored over others. Ask yourself: Does your staff believe they are treated fairly, without prejudice? Do some feel excluded from the decision-making process? Does one person “do it all?” When there is no accountability, often times one person will pick up the slack and take on too many responsibilities, to the point where he or she becomes upset with the situation.

By following these steps and increasing the accountability of your staff, you create trust and respect in the workplace. With these changes, your sense of teamwork and trust will grow, while decreasing your levels of stress and conflict!

Have a Wonderful Summer!

Rhonda Savage,DDS/ CEO Linda Miles & Associates
rsavage@harbornet.com

Dear Doctors and Team,

During my busy speaking schedule the past few months, I continually discover by the feedback from attendees that there is an ever prominent need for improved communication within the dental practice. Of all the topics in the LLM&A seminar files, verbal skills enhancement is still #1. As we all know, communication is the foundation on which the clinical and business success is built.

Verbal Communication is an art to be developed just like any other skill. Those who continually learn new and better ways of using positive words for positive results are those that see significant differences in the net profits of their practice. Communication must be strong from every member of the team, not just the dentist and one or two others.

The first point of contact with patients is the telephone. It is amazing how many dental practices use Voice Mail during patient hours because they are too busy to answer the telephone. The phone is your lifeline to the outside world…and the person answering your telephone sets the tone for how patients are treated in your practice. “Thank you for calling Dr. Smith’s practice, this is Christy, how may I help you” sounds much better than a hurried and cold, “Doctors office, hold please”. Your practice will never be on a true friendly level until the phone is handled properly with the person answering it sounding friendly, knowledgeable, enthusiastic and empathetic. Why spend tens of thousands to market your practice and have those dollars wasted at the first point of communication.

When patients walk in, how are they greeted or are they greeted at all? Making patients feel special and being happy to see them (no matter what), is a skill that few people naturally possess. If your scheduling coordinator has the knack for making everyone feel special and welcome, count yourself among the lucky!

When patients are registered, many times they are not given proper instructions as to how the information is to be gathered and why. If the patient has not already filled out the registration and health history online, ask every new patient to arrive 20 minutes before their scheduled chair time to fill out their necessary forms and to meet your administrative team. Then a simple, “Please fill out your health history completely Mrs. Davis. Dr Smith is interested in your total health.” This immediately sets the tone that this is not a “drill ‘em, fill ‘em, bill ‘em” practice but a total care facility.

In seating patients it is important for the clinical team to greet each patient with a smile and a handshake if they have never met the patient before. “Hello Mr. Phillips, my name is Karen and I’m one of Dr. Smith’s dental assistants”, is far better than “you can come with me now”. No name equals no interest.

Prior to the dentist coming in, the assistant or the hygienist should explain the procedure that’s about to happen in positive terms…Such as: “Before we get started with your crown prep Mr. Connors, I want to be the first to say you are making a wise decision to replace that large silver filling that has given you trouble”.

Reassuring patients is part of being a clinical team member. Seventy-five percent of all communication from the dentist and team to the patients should be about dentistry….twenty five percent social chit chat. I find in highly sociable practices that there are more broken appointments and less case acceptance due to too much social interaction. Some social chatter is good…too much is a turn off and creates a less than desirable acceptance of treatment that the patients deserve.

Post treatment patient education again falls to the assistants and hygienists. This is the time to explain exactly what was done at today’s visit and outline what they should expect when they get home. A dentist who knows how to turn the patient over to another professional without making patients feel abandoned is a smart, non stressed and productive dentist. If you add seven minutes per patient to the doctor’s time with the post treatment patient education, with 30 patients per day (including hygiene), this is using 210 minutes which is 3.5 hours!!! If the doctor’s time is only half that long post treatment-wise, this is still close to 2 hours daily. Because no one else can do the clinical operative dentistry, it makes sense to hire, train and trust the assistants to do this phase of communication. And, the good news is: In every state, dental assistants are allowed to TALK!

At the completion of treatment, patients should be escorted to the Financial Coordinator for check out. Having the clinical team pass the power to the FC while helping with over the counter collections, the phrase should be: “Mrs. Bailey, I’ve given your chart to Diane. She’ll be giving you your receipt for today’s visit”. If your charts are digital, the comment might be: “Mrs. Bailey, Diane will see you now and give you your receipt for today’s visit”. Expect payment and it is amazing how much more you collect….

At check out is a perfect time to let patients know that you accept new patients. “Mr. Walker, if you have any friends, relatives, neighbors or co-workers who do not have a personal dentist be sure to tell them about our practice”. Oftentimes if patients have been kept waiting or they see hundreds of charts on the shelves, they assume you have more than you can handle…another good reason to go to digital records!

For more verbal skills I recommend our 12 DVD series that comes with a master of the workbook so that within your practice you and your team can mark off an hour before lunch, view the DVD together, then over catered lunch, discuss how your practice will put to use the next day the verbal skills from that 12 week series. Remember you must hear something 9-11 times before you “own it”.

Have a great summer….

Linda Miles, Certified Speaking Professional
Founder, Linda Miles and Associates and the
Speaking Consulting Network
lindamiles@cox.net

IN THIS ISSUE
 
              - Communication
              – Customer Service
              – Team Development                                                   

Dear Doctors and Teams,

 
Happy winter, hurry spring! I hope 2009 is off to a great start and if it is, you might be in the minority based on reports from many dentists across the country. Some dentists have reported their first down year since the inception of their practices decades ago, but many practices (the ones we monitor monthly) continue having an increase even if the increase is smaller than in years past. At LLM&A we look at this slower economic time as an opportunity in disguise. It’s a time to “look into your rear view mirror” and recapture the very important things that made the practice successful to begin with. “Time to get back to basics” as one long term client called it. It’s definitely a time to work ON the practice and not just IN it.

 
When times are good, money is coming in, patients seem satisfied, and the doctor and team “become comfortable”, customer service takes a dip, past due recalls are forgotten, and collections and past due insurances are only worked “when we have time”, which by the way is not often. Practices, like other businesses need to have slower times so they can look in the rear view mirror and recapture many of the weekly “dig deep” duties that make a tremendous difference over time. Making excuses and blaming the economy is not going to change anything. CHANGE begins with a change in everyone’s mind set that if we are all part of the problem, we must also be part of the solution, so let’s get started.

 
Dr. Rhonda Savage and her consulting team are extremely busy into the New Year with new client calls seeking better business systems, highly motivated employees and improved case presentation skills. And in the history of our 31 year company, we are hearing from clients of 20-30 years ago saying, “Your company helped us a long time ago and under your guidance and teachings the practice has done very well until now. Also new owners of old client practices are calling and saying, “I want to have the same long-term relationship with a LLM&A consultant that the senior doctor/former owner had with Linda Miles when she was their consultant”.

 
It’s exciting for me as the “Ambassador” of LLM&A and Rhonda’s marketing voice, to lecture alone thirty meetings per year and to also on occasion such as the ADA HAWAII, team up with Rhonda and co-lecture. We have a new program, “Two Sides of the Management Coin”. Dr. Rhonda shares her insight on a dozen or more issues of how the dentist owner sees the situation. Having been a team member in both clinical assisting and Practice Management for more than ten years before starting LLM&A in 1978, I then chime in with the team’s viewpoint on the same issues. Then we both offer ways to resolve each issue that makes it a win for patients, doctors and the entire team. It’s amazing to us how small issues can keep practices from reaching their full potential. These small yet serious issues can be resolved easily and lead to total harmony and greatly increased production. Among a few issues addressed are:

 
Communication: Employees can’t read employers minds and therefore if the owner of a business does not clearly outline his or her expectations, all parties involved end up disappointed. How can a dentist praise an employee for not excelling when the employee has never been properly trained nor trusted to perform at that level?
 
 
Compensation: Doctors typically dislike doing performance reviews thinking the employee who has one that is favorable might expect an increase in pay. The employee on the other hand needs to know what they are doing well and what they need to work on. Ignoring this issue causes frustration to both parties. Learning to openly discuss performance and letting employees know that “raises can only become effective when they are”, is quite easy when proper steps of communication are followed.
 
Click here to view LLM&A products
    
 
New Technology Investments: It’s the doctor’s practice and therefore the doctor’s prerogative to invest in whatever they wish to add to their practice. Without proper introduction of the benefits to patients and the bottom line, don’t be surprised if the team members hate the new technology, refuse to use it properly and view it as the “raise they have not had in two years”. Communication and seeing each issue through clear eyes is the key to a harmonious practice and higher than average increases each year. These are just a few of many issues that hold practices back and cause them to decline.
 
If you and your entire team are not registered for one of Rhonda and Teresa’s two day Dental Team Conferences, go to our site at www.DentalManagementU.com to download the brochure and registration form today. The next DTC is Lido Beach Resort, Sarasota April 24-25; Atlantic City, NJ (changed date from June so as not to interfere with the NJ state meeting) now October 23-24; and San Diego, CA November 6-7. There is a fee break for two or more from the same office and limited registration for best group interaction. Be one of the lucky practices that attend the 2009 programs. This program is second in line of effectiveness to our in-office consulting on an individual basis.

 
And, if your Practice Administrator/Office Manager is not getting the respect she/he deserves from the rest of the team, chances are this person was given a title but very little proper introduction to the team as the middle management person they are expected to be. Dentists, dental spouses and Practice Administrators attend another two day workshop (PAW) so that dentists without a PA/OM will know how to hire and train this key person one day. Dental spouses who went into the practice years ago to “help out until we found someone” come to this workshop with (finally) their replacement! Practice
 
Administrators/Managers come to discover what their four main duties should be and literally how to become a consultant to their own practice which is a life saver for busy dentists. Being the PA is a full-time job in practices producing $80,000 plus per month. The hours a dentist spends trying to be the main care giver and the manager create many burned out dentists. That course registration is also available on our site and is only given once per year to a limited number attendance for better group interaction. Make this the year you attend even if it is awhile before you actually need a full-time PA. Date of this year’s PAW is May 15-16 in Las Vegas.

 
In these days of increased competition and patient pull back due to an uncertain economy, every tool that reinforces your commitment to excellence should be used. At LLM&A, we have many of the tools for your toolbox and the good news is…they are VERY easy to use.

 
Until next time,

 
Linda
 
 Interested in having Linda speak to your dental society or study club? Click here.
 
 
 
Dental
 Team
   Retreats
 
Pick the Perfect Place to Create Your
5-year Practice Vision
 
 Click on photo for more information
 

 
CEO LLM&A, Dr. Rhonda Savage
 
Dear Doctors and Team,

 
 
It’s been a true privilege to visit many fine offices in the U.S. and Canada since we’ve written last! Every office is different and unique; we enjoy working towards creative solutions based on individual office’s needs.  Our practices have enjoyed success, even in these last two years of rough times, primarily because they’ve focused on the basics: excellent patient care, systems, teamwork, communication and controlling overhead.

 
As dentists and team members, we spend a lot of time measuring. We measure production, collection, Accounts Receivable, hygiene department effectiveness, dental supply costs and staff overhead. In many ways, part of being an effective leader is setting up systems to measure everything in our practice. Measuring is really the only way we know how we’re doing as a business. The numbers are important to know, but there are other equally important parts of your business that are more difficult to quantify. As compulsive as we are about measuring, wouldn’t it be great if we had ways we could quantify our successes or failures on the “soft side” of our practice?
Soft side numbers would include measuring your office’s performance on customer service and interpersonal relationships with each other. Can you calculate how often we may be impolite to people, how often we’re nice, how often we ask for feedback rather than shutting people out, how often we bite back a cutting remark? Can you gauge your tone of voice:  curt, short, or clipped; kind, instructive or caring?

 
These soft skills are the measures that your patients hold you to, not the quality of your dentistry. The soft side of our practice is also what allows us to retain long term staff members. In fact, creating and keeping a happy and productive staff has long been the challenge of dentistry.

 
One young front scheduling coordinator recently wrote to me about what was bothering her at her office. She vented that the boss would not install a business phone system that would allow her to efficiently direct calls.  Her doctor would not invest in additional phone lines and patients reported constant busy signals. Her office was equipped with used equipment that wasn’t right for the job; that her pay, after five years, was significantly below the average in her area. She had few benefits…no health insurance, holiday pay only if the holiday fell during the work day.  The team members were not paid for time necessary to set up and be present when patients arrived in the morning. Performance reviews were none existent. She didn’t feel appreciated or needed: she couldn’t recall the last time she’d received an “atta-girl!” from her doctor.

 
Dentists seldom face organized demands for higher wages or better fringe benefits!  But the profession tends to have a greater rate of turnover than commercial offices, plus relatively higher training costs and greater problems in hiring.  Feelings of lack of appreciation are the number one reason why staff “wave the white flag of surrender” and leave dental offices. The feeling of lack of appreciation is a very real concern in many offices we consult in. Often we see that the praise and compliments from staff to doctors is not there, nor is the praise from doctors to staff and staff to staff.

 
Customer service to the patients will often be a “3 out of 10″ when the staff morale is low.  Productivity will suffer.  It’s difficult to praise and compliment each other when you’re feeling frustrated.  If this doesn’t change, the environment will not be healthy. Patients pick up on the stress levels and eventually feel like going elsewhere where people seem happy to help rather than stressed.

 
How can we measure the morale in our practice and our level of customer service? It’s impossible to truly measure these important aspects of our practice, but we can look at how well we do in the “soft skill” department.

 
Some of these soft skills include the ability to:                                                         

Think before you speak
Say please and thank you
Learn the power of an apology
Listen with respect
Learn how to have a difficult conversation with eloquence and skill
We all want harmony and a smooth functioning office.  Less stress, more fun and greater productivity are often sited goals of our practices that we consult in….yet why are these goals so hard to reach? Because often the systems for good communication are not in place; these systems include team training, solid business systems and a focus on communication at every level of the practice.
When I asked one doctor recently what her three major frustrations were, she said:
“Staff, Staff and Staff!”

 
When I recently asked a dental assistant, working in a three doctor practice, what her greatest frustrations were, she replied:

 
Doctor #1
Doctor #2
Doctor #3
 
 
The great thing is that we can change our direction and we do not need to do this alone! Sit down with your team and encourage an open, honest discussion about the issues in the practice. Work at creating an atmosphere where it’s ok to talk about not only what’s right, but what’s wrong.

 
Doctors, ask your team to bring 2 solutions to each problem. This isn’t a time to have a gripe session, rather this should be focused on the changes necessary for a positive direction and future growth. Staff, talk with your doctor about your concerns. Begin the discussion with “There’s something that I need to talk with you about.  Is this a good time? I want the very best for your practice and the patients. There’s an issue that concerns me….”
 We can change our direction; the power is within each of us! Keeping a focus on the positive is what is driving the successful practices that we see today. You can have growth, even in these down economic times!
 
Richard M. Devos said:
“Few things in the world are more powerful than a positive push, a smile, a word of optimism and hope.  A “you can do it” attitude when things are tough.”
 
Call Linda Miles and Associates for a complimentary 30 minute practice analysis at 877-343-0909. See how we can help take your practice to the next level!
 
Warm regards,

 
Rhonda Savage DDS
 
Interested in speaking to Dr. Savage about your practice concerns? Call her at (877) 343-0909.
 
Interested in having Dr. Savage speak to your dental society or study club? Click here.
LIMITED TIME OFFER!! REGISTER TWO PEOPLE AND THE THIRD ATTENDS FOR FREE!!
 
Invest in your team with our Dental Team Conferences!!  These conferences are motivational, educational, and perfect for the entire team!

 
Dental Team Conferences:
April 24-25, 2009                    Sarasota, Florida

October 23-24, 2009              Atlantic City, New Jersey

November 6-7, 2009              San Diego, California

 
Looking to enhance the responsibilities of your Practice Administrator?  Do you want to have a Practice Administrator for your practice and aren’t quite sure how to do it?  This course is designed specifically for the Practice Administrator, Dentist, and their spouses!

 
Practice Administrator Workshop:
May 15-16, 2009                    Las Vegas, Nevada

 
REGISTER FOR THE DENTAL TEAM CONFERENCE AND THE PRACTICE ADMINISTRATOR WORKSHOP TODAY!

 
1-800-922-0866 OR REGISTER ONLINE AT
 
WWW.DENTALMANAGEMENTU.COM
Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our many clients and followers. If you wish to unsubscribe to Dynamic Data, please send an email message to tdobbins@harbornet.com to let us know.

 
Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 253.857.0834. On the web atwww.DentalManagementU.com, or via email at rsavage@harbornet.com 

 
 
Linda Miles may be reached at
Linda L Miles
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 800.922.0882