Dynamic Data Newsletter - Spring 2005

A complimentary e-newsletter from Linda Miles for the professional dental community.

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 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).

A message to a reader regarding BROKEN AND CHANGED APPOINTMENTS:

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!

And from our Dental Insurance Expert, Vicki Anderson from Insurance Solutions Newsletters:

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.

OTHER COMPANIES AND PRODUCTS WE WISH TO INTRODUCE TO YOU:

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

If you don't subscribe to Dental Updates, you should. This fascinating quarterly publication does a review on speakers, lecture content, and gives a summary of many major dental meetings you wish to know more about. This publication is like attending outstanding CE without leaving your office or home. It's fair and unbiased and will give you more tips in one issue than you can get in a four-day conference. It captures and reports the highlights of each lecture, which is so much easier than trying to spread yourself thin by personally attending everything you wish to hear. It's like being there without paying to be. Order your subscription TODAY by calling 770-973-9824 or email dentalcareers@mindspring.com for further information

My newest book, DYNAMIC DENTISTRY has exceeded all of our expectations in the first full year of sales. It is now being used by many practices as an 11-week in-office staff-training program to enhance communication, develop a more organized office, create motivation and leadership of dentists and the entire team, plus it enhances the art of appreciation for employer, employees and the patients they serve. The book has dozens of forms, ideas and systems, which are easy to put to use immediately. The $35 book is being sold for $25 each (five or more). Each dentist and staff person reads a chapter per week for 11 weeks, underlining or highlighting their two best ideas, which they bring to the weekly, catered Lunch and Learn. The American Dental Assistants Association has created a 25 question post-book test that everyone takes then sends to the ADAA in Chicago for 5 CEUs and a complimentary 6-month membership to the ADAA. This valuable gift can be given to other business or clinical assistants by the hygienists or dentists in neighboring practices, as hygienists and dentists are not eligible to join ADAA. Some offices make it even more exciting by offering prizes such as $25-$100 gift certificates to local stores or restaurants to those who get the most answers correct. This proves to be an easy way to increase the practice by thousands per month and have fun doing so. To order your autographed copies of DYNAMIC DENTISTRY, go to the products division of our site and fill out the order form on-line with PayPal. Or fax your mailing address, the credit card number you wish to use along with the expiration date and name as it appears on the card, the number of copies you need, and clearly printed names of the dentists and each staff member (and their title), for LLM's personal autograph to FAX # 757-721-2892. Lastly, you may call Lee at 800-922-0866 and order by phone. Thanks to all of you who have taken the time to send notes and emails of appreciation for how much you like the book. We are also proud to announce the US Air Force, US Army, several dental schools along with many dental assisting and hygiene schools have made DYNAMIC DENTISTRY required reading and their practice management "bible" and training reference of choice. Speaking of the ADAA in Chicago, if you want your business and clinical assistants to have a career versus a job, encourage them to join their local, state and National Dental Assisting groups. Visit their site at www.dentalassistant.org.

The first quarter of 2005 has been one of the busiest in the 27-year history of LLM&A. We are gearing up for the 9th Annual Speaking Consulting Network in Orlando May 21-23, and proudly present the stand-alone web site for SCN at www.speakingconsultingnetwork.com. We thank TNT Dental for their creativity and support in making the SCN site a real winner along with the site coordinators, Dr. David Reznik and Patsy Turbin of Atlanta. SCN has grown from 15 attendees in 1997 to over 100 each of the past two years. Every year we develop new and exciting exercises, breakouts, and have informational presenters for two days plus the Monday afternoon Spotlight on Speaking (12 members giving ten minutes of their best material in front of the VIP Meeting Planners, Corporate Sponsors, Editors of leading dental journals and their peers). Nothing makes me prouder than to open a journal or see an upcoming meeting with a dozen or more of my SCN buddies as authors and speakers. Meeting planners are now shopping their next meeting line-up at SCN as we have such a variety of topics, new and very experienced speakers to fit all budgets and more talent in one space than any other forum in dentistry. Our thanks to our Corporate Sponsors for their faithful participation and introducing us to the newest and best products or services that can help our clients and audiences the most. If you are a beginning or experienced speaker, consultant or author who wishes to enhance your business, elevate your bookings, and network with the Who's Who of consulting, speaking, writing and product innovation, SCN is the place. It is too late to be in our 2005 directory as it went to print Friday, but it is not too late to register up to May 13th as we expanded our last year's space to take last minute registrants. Call Lee today at 800-922-0866.

The Yankee Dental Meeting in Boston was well attended and it is always nice to re-visit our many friends and clients in the great northeast. The weather cooperated and flights made it in after a scary first day.

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.

That's it for now folks. It is my pleasure to have this quarterly newsletter "visit" with you four times per year. Please email me with any questions or concerns that you may have (dentists, spouses or staff). Also send a note once in awhile to let us know how you are doing. I hope by year's end I have seen you at a meeting or along the way. If you can benefit from our ten Menu of Services items, let us know. Our goal is to see dentists and their staff members succeed through improved patient care but most of all to help them enjoy the journey along the way.

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