By: admin

January 15, 2015

In the last blog I wrote about what it takes to create a successful and very profitable hygiene department. This week I will continue with Part 2 of this blog.

Success in the dental hygiene department today, involves both research and technology, within the legal scope of practice for a dental hygienist. These are the changes which have created a huge opportunity to achieve ideal preventive care for all of your patients.

Success and profitability for every dental practice means you will merge clinical excellence with solid business strategies.

In part 2 of this blog I will continue to discuss the goals, and roadblocks that you need to look at in order to make the department hygiene department productive and profitable. And please make note that today’s world of dentistry also means less is more. You should not feel that you are working harder or more hours but working the same hours or less but achieving more success and profits as well.

If you wish to have a productive and profitable hygiene department that will create success for your dental practice indefinitely, you must be dedicated to leadership, education and not think this process is “hit or miss.”

CREATING A PROFITABLE HYGIENE DEPARTMENT

Part 1 focused on these 2 areas necessary for success and profitability:

1. Your Vision
2. Create a Team Approach

To learn more about 1 and 2 refer to Part 1 of this blog here PART 1

This week we will focus on two more areas of profitability in your dental hygiene department

3.     Tap Into Your Recare Goldmine

As I initially analyze the current clients of Dental Practice Solutions most offices have not seen over 30% of their perio patients (Patients who have completed Scaling and Root Planing. Phase I Perio Therapy) in the past 18 months. This does not include patients who are due for routine preventive care.

98% of your hygiene patients should never leave without a next hygiene appointment. For more than 15 years we have known that you will work much harder to bring a patient back to your office if they do not preschedule their next hygiene appointment.

Let us know if you want to know your hygiene recare efficiency because this is one of the easiest areas in your dental practice to see profits soar!

If you want to know more information about how our clients have flipped this recare challenge and not only had hundreds of overdue hygiene patients return to their office but their new patients numbers improved alongside of this simple implementation. You can contact Carla@solutionreach.com to show you how this is done.

4.     Your Cancellation Policy

What is your cancellation policy? It is imperative that all new patients read and acknowledge your office cancellation policy.

Here are a few tips to make sure you implement and it is more likely that you will see your cancellations decrease:

a)      Have a written policy for all patients to read, sign and include with their patient file

b)      Do not allow patients to leave messages of cancellation on your answer machine

c)       Request all cancellations be made within 72 hrs. notice of their scheduled appointment

d)      Offer a benefit for those patients who do keep their appointment. Consider free whitening for patients who do keep their appointments

e)      Charge a cancellation fee that is appropriate to the time scheduled.

RECAP OF YOUR HYGIENE DEPARTMENT NUMBERS AND PROFIT POTENTIAL

What should your hygiene department numbers look like?

The hygiene department should bring in 30% of the total production. YES! Shocking? This is true!

Look at typical numbers our clients see after utilizing our services:

A Day in the Life of a Dental Practice Solutions Hygiene Department

4 Prophylaxis Appointments (4 X $95)                                         $  95

2 Scale and root planing Appointments (2 X $265)                 $ 265

Arestin^® (6 Sites X $40/site)                                                       $ 240

2 Periodontal Maintenance (2 X $110)                                       $ 220

6 Fluoride Varnish Treatments (6 X $30)                                 $ 180

4 Identifi^® Oral Cancer Screenings (4 X $60)                          $ 240

4 Patients X-rays (4 X $65)                                                          $ 260

Daily Production Total:                                                               $1,500

The fees used in this example are not a guide for you to use in your dental practice but are used only to show an example of what a typical dental hygiene day can look like for your dental practice.

CONCLUSION

Most successful dental businesses have implemented these systems. When you implement these systems into your dental practice no longer will you hear that the dental hygiene department is a “loss leader.” Begin implementing just these 4 tips to get on the path to where you want to be.

Let us know about your dental practice in the comment section below. What are your current practice challenges? Do you know where you hygiene recare efficiency stands today? Let us know by sending an email if you want us to look over this number. Also, if there is a topic you want to know more about please do share in the comments below.

Grab our No charge 7 Day Dental Hygiene Profits Program Here

ABOUT Debbie Seidel-Bittke, RDH, BS

Debbie Seidel-Bittke is founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating highly profitable and sustainable dental hygiene departments.

Debbie uses a specific innovative and strategic methodology to not only increase hygiene department production but works with the entire team to sustain true profitability for the life of a dental practice.

For 10 yrs. she has been known as one of Dentistry Today’s Top Practice Management Consultants.

Debbie speaks about dental hygiene department profitability and the services which create a profitable and sustainable dental practice.

Grab our 7 Day no-cost hygiene department profit program. Each day, for seven days, you will receive tips to increase your dental hygiene department production without working harder but like a well-oiled machine.

Click here get your no-charge 7 Day Hygiene Department Program

By: admin

December 10, 2014

Recently, in a dental hygiene Facebook group a question was asked: “Does your hygiene department have a system for treating periodontal patients?”

Most people responded with a post that said “YES” and the woman who started this topic of conversation asked what their system included.

At this point no one responded. They all said “Yes” but it seems that no one was going to say what their specific system was. OR – – do they know what the system expected by doctor is AND does everyone on the team know and follow the vision of the doctor for his or her dental practice?

What does it take to create a clinically successful, productive, and profitable hygiene system within a dental practice?

During the twenty first century, research and technology in periodontics has created numerous, positive changes in the responsibilities of hygienists and the scope of technology available for practicing dental hygienists. These changes have created a big opportunity to achieve ideal preventive care for all of your patients.

Success and profitability for every dental practice means you will merge clinical excellence with solid business strategies.

Healthy profits should not only pertain to the dental hygiene department but we need to understand how this one department can support profits and sustain success for the entire dental practice. The dental hygiene department is only one component of success for a financially sustainable dental practice.

Over the next 2 weeks, I will discuss the goals, and roadblocks that you need to look at in order to make the department hygiene department productive and profitable. Also make note that while the hygiene department is more productive this does not mean “work more hours” or “work harder.” It simply means that you have created strategies and systems to work smarter and BE successful in all areas of your dental practice.

This week’s blog will discuss two important components to a healthy and profitable dental hygiene department.

Understanding and embracing these aspects of business in a dental practice will create a successful and a very profitable dental hygiene department

1: YOUR VISION

Today’s world, with the valuable science and research about oral health and its relationship to total health, creates an important reason to educate patients about WHY oral health and the purpose for routine preventive dental appointments.

Most dental practices have the words “excellence” or “optimal”, etc., as part of their vision and mission for the dental practice.

As healthcare providers and with this profound level of current research; understand that creating a successful dental practice will mean that you in the business of creating healthy and longer lives. A successful dental hygiene department requires a philosophy that includes the mouth-body connection that helps patients maintain and “keep their teeth for a lifetime.”

Embracing this thought process will create a successful and profitable dental hygiene department!

To begin building, restructuring or updating your dental hygiene department systems, both doctor and team must develop their own vision of what the ideal hygiene department should look like. Meet together as a team and have each team member give honest answers about what they believe are important for success. Ask for everyone’s input. Ask team members to come prepare with their thoughts. Now you can discuss as a team.

Your vision will include the purpose of the dental hygiene department and what the dental hygiene team hopes to accomplish for the patients, the practice, and themselves. Purpose is what leads people. Establishing your clearly defined purpose with guidelines will give your team the opportunity to set standards and to perform on principles not desire.

To begin creating your vision and your purpose for the hygiene department, consider developing and following the following essentials: goals of your dental practice, patient outcomes for periodontal therapy and healthy patients as well, thoroughly understand American Association of Periodontology (AAP. perio.org) guidelines for the treatment of periodontal disease, maintenance of disease remission, when to refer to the periodontist, use of adjunctive therapies, and thoroughly understand oral-systemic relationships.

2. CREATE A TEAM APPROACH

Lack of team is the main reason for low production in the dental hygiene department. A strong dental hygiene department will take a team approach to the preventive/periodontal philosophy of the practice. Everyone must be on the same page. To create a successful team approach every team member must have a clear understanding of their individual role as it relates to supporting and maintaining optimal patient oral health.

When you serve your patients to the best of your abilities, you will also serve the dental practice and the team at its highest level. The entire team must embrace the vision of the practice and the philosophy of care for all patients. When there is not a team approach patients will not completely understand the value of your services; especially the value of periodontal therapy which will create a healthier and longer life.

If you wish to have a productive and profitable hygiene department that will create success for your dental practice indefinitely, you must be dedicated to leadership, education and not think this process is “hit or miss.”

CREATING A PROFITABLE HYGIENE DEPARTMENT

If you will take a stand and focus on optimal care for your patients you will have a profitable dental practice.

The public is bombarded with media advertisements about health and beautiful smiles. With all the media attention to have the perfect body and smile, dentistry has never been in a better place to treat patients with smile enhancements and most importantly, create a healthy body.

People buy what they want not what they need. If you can speak to all patients at their level, understand what their hot buttons are and what is valuable to them, you will hear more patients say “YES!” to your care, schedule and pay for treatment. They will also continue returning to your dental office no matter who their insurance company tells them they need to see!

What should your hygiene department numbers look like?

The hygiene department should bring in 30% of the total production. YES! Shocking? This is true!

Look at typical numbers our clients see after utilizing our services:

A Day in the Life of a Dental Practice Solutions Hygiene Department

4 Prophylaxis Appointments (4 X $95)                                         $  95

2 Scale and root planing Appointments (2 X $265)                    $265

Arestin^® (6 Sites X $40/site)                                                          $240

2 Periodontal Maintenance (2 X $110)                                         $220

6 Fluoride Varnish Treatments (6 X $30)                                    $180

4 Identifi^® Oral Cancer Screenings (4 X $60)                             $240

4 Patients X-rays (4 X $65)                                                             $260

 Production Total:                                                                           $1,500

The fees used in this example are not a guide for you to use in your dental practice but are used only to show an example of what a typical dental hygiene day can look like for your dental practice.

CONCLUSION

The success of your dental hygiene department needs to include a vision that the entire team supports. Total team approach is required for your dental practice to be successful and sustain profits for the life of your dental practice.

Profitability in all successful dental hygiene departments is directly proportional to the billable services provided. This success will also include scheduling to goal, as well as elimination of cancellations and no-shows. Next week in Part 2 of this blog, I will discuss how to eliminate no-shows and cancellations as well as establish the correct hygiene department compensation.

Next time someone asks if there is a system for their dental hygiene department they can refer to this article for creating a successful dental hygiene department. Implementing all of these components is the easiest way to create success and get the entire team on the same page.

Does you dental practice have an established philosophy of care for perio patients?

Do you have a schedule that is strategically set up to accomplish your goals?

Let us know about your dental practice in the comment section below. If there is a topic you want to know more about please do share.

ABOUT Debbie Seidel-Bittke, RDH, BS

Debbie Seidel-Bittke is founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating highly profitable and sustainable dental hygiene departments.

Debbie uses a specific innovative and strategic methodology to not only increase hygiene department production but works with the entire team to sustain true profitability for the life of a dental practice.

For 10 yrs. she has been known as one of Dentistry Today’s Top Practice Management Consultants.

Debbie speaks about dental hygiene department profitability and the services which create a profitable and sustainable dental practice.

Grab her 7 Day no-cost hygiene department profit program. Each day, for seven days, you will receive tips to increase your dental hygiene department production without working harder but like a well-oiled machine.

Click here get your no-charge 7 Day Hygiene Department Program

By: admin

December 4, 2014

Each person on your team plays an integral part for why patients will say “YES!” schedule and pay for treatment in your dental office.

When the entire team can elegantly communicate with patients about necessary treatment, and the value it will add to their life,  it now becomes much easier for patients to say “YES” to your care.

As Dental Practice Management Consultants, our clients have great success because the dental teams understand exactly how to elegantly speak to their patients, show empathy, actively listen and then  are able to explain the outstanding value to the patients for accepting care.

Why will patients Say Yes to Case Acceptance?

The #1 reason patients why patients will say “YES!” to your care and continue returning to your dental office is trust.

In Steven Covey’s book, “The Speed of Trust,” he makes the case that when trust is low, the cost of business goes up, and the speed of business decreases.

If you ask most people why they choose a certain company to do business with they will say that it is because of a relationship they have with a person there or a past experience. I think of Nordstrom and why I love to shop there. They have good quality but why most people go there is because of the way they treat their customers. “Customer is King?”

Trust is not just a matter of quality but equally skills, competency and your knowledge.

In Covey’s book he points out that just because he trusts his babysitter to watch his kids but he would not trust her to run his business. She lacks competency to trust her with matters of his business.

How can you improve trust?

1. Trust occurs the minute a patient places their first phone call to your office
2. Trust occurs when they go to your website for the 1^st time
3. Trust occurs when a patient 1^st steps foot in your office as a new patient
4. Trust occurs with a dental patient even before you seat a patient of record in your dental chair

What Maybe Holding Back Patient Trust

• Do you take patients back late for an appointment?
• Do you smile when you answer a phone call? AND do you put a patient on hold before asking IF you can maybe call them back in a few minutes. Remember, we are all in a hurry these days so putting a patient on hold may not be convenient for them and a call back at a convenient time may work better for your patient

The list of trust building positive patient case accept are creating raving fans for patients which comes from oustanding customer service and a solid relationship you consistently build with your raving fans!

Do you have holes in your schedule?

Many dental practices, who call us to inquire about our services, call because business is slow and especially during the holiday’s business can die.

For this reason trust must be high with your patients for them to continue choosing your dental office over another office closer to their home, work or one that is on their insurance plan.

Trust must begin with a personal worthiness of character and competency. In an effort to extend and receive trust in your day-to day responsibilities, we can have a significant impact not only on our success but also on the speed at which we achieve it.

Doctors are reaching out today to improve their methods of patients saying “YES!” to their care. It is something I hear about every week.

What may close holes in your schedule and create sustainable profits:

• Do you know the dollar amount of outstanding treatment plans sitting in your patient charts?
• What is your plan to enroll them into treatment and will they pay for their treatment?

In Conclusion

For you to turn this case acceptance challenge into a successful outcome every player on your team most embrace the vision of your dental practice.

It takes only 15 seconds (MAX!) for people to judge your office especially, when they make their first call to your office. This means that your team who answers the phone must read persons’ personality and temperament quickly when patients call the office.

This has been a year of abundance for clients of Dental Practice Solutions. All of our clients have reactivated over 50% of their patients whom they may not have seen since the economic decline (Some offices reactivated patients from three to four years ago). Many of our clients are able to reactivate this 50% patient population back into hygiene appointments because of a specific system that we have in place. It is innovative and very strategically implemented.

Profitability will come when you can reactivate your overdue dental hygiene patients and then enroll them into necessary treatment.

These are only a few tips to get your patients to say “YES!” to your care.

Would you like to learn more about specific areas in your dental practice with the greatest promise the best outcome in 2015?

Schedule your no-charge Discovery Session with Debbie Seidel-Bittke, RDH, BS or one of the executive team members at Dental Practice Solutions. This is a $500 Value and if you have DENTRIX it will take the click of a button to find out your current key metrics (We use DentaMetrix to measure your dental practice KPI’s) and what areas you need to focus on for the best success in 2015. Schedule your Discovery Session now by clicking on this link or you can email or office at: dentalpracticesolutions@gmail.com

You don’t need to have DENTRIX to schedule your session however, we will ask a few specific questions to find out your practice metrics and then we can easily create a plan for powerful areas of your practice and where the focus for success needs to be.

Let us know how your case acceptance and scheduling patients care is coming along by commenting below.

ABOUT DEBBIE SEIDEL-BITTKE, RDH, BS

Debbie Seidel-Bittke is founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating highly profitable and sustainable dental hygiene departments.

Debbie uses a specific innovative and strategic methodology to not only increase hygiene department production but works with the entire team to sustain true profitability for the life of a dental practice.

For 10 yrs. she has been known as one of Dentistry Today’s Top Practice Management Consultants.

Debbie speaks about dental hygiene department profitability and the services which create a profitable and sustainable dental practice.

Grab her 7 Day no-cost hygiene department profit program. Each day, for seven days, you will receive tips to increase your dental hygiene department production without working harder but like a well-oiled machine.

Click here get your no-charge 7 Day Hygiene Department Program

By: admin

November 12, 2014

As a Dental Practice Management Consultant, I spend my days in dental offices and when I am speaking with dental offices on our follow up calls, I can hear their phones ringing and ringing.  I can tell you that their phones are ringing with patients calling to schedule an appointment. The client offices that I am working in each month have patients seated in every dental chair and during all of the 8 hours they are open to see patients. Good news for them!

Is your schedule full? Are you chairs filled with patients who ask to schedule and pay for their treatment? The answer is “Yes”, isn’t it?

Read and implement these tips so you can catch the wave to your next level of success, today!

Here are 5 tips to have a full schedule in your dental office and patients who want to pay:

These tips will have your chairs filled with patients ready to schedule and pay for treatment.

1.    System to Get Patients to “YES” and Schedule and Pay for their Dental Treatment

–  Have one employee be responsible for scheduling treatment, following up when patients do not schedule their treatment

– This one employee (team member) is also responsible for meeting the daily goals of practice

– Another employee is responsible for the insurance payments and follow-up calls for patients who have an outstanding balance of even 30 Days

2. Make time to Discuss Treatment

– Larger dental treatment plans, the ones that include more than a couple of simple restorations and/or the treatment plan is over $2,000, need to be discussed in privacy, not the dental chair

– Some patients may need more than a few minutes to discuss treatment and in this scenario, schedule a special dental consultation to privately discuss the patients treatment, flexible payment options, etc.

3.    Always plan to pre-schedule no less than 98% of all future hygiene and cosmetic, restorative treatment

– If a patient must leave your dental office without a next appointment, let them know that you will be calling in 48 hours (Or an appropriate time) to follow up

– Add value to why it is mandatory for patients to schedule their dental care

4.    Have an automated system to follow up with all overdue hygiene patients and unscheduled doctor treatment plans

– Currently our clients are utilizing Solutionreach to keep their patients walking in the front door of their office

– Our clients using Solutionreach are also able to get patients to more efficiently pay for treatment due to their relationship with Care Credit. (Just click the link and ask to find out more about this new payment solution)

5.    Enthusiasm

– People who enjoy what they do and have an attitude of gratitude and show up with an enthusiastic attitude are most likely the offices who will be most successful.

– People (your patients) will be happy coming to a place where there are happy people!

Conclusion

All of the clients of Dental Practice Solutions have increased practice production this year by no less than 34% by simply utilizing a few of the latest innovative systems like Solutionreach and also other customized systems and methodologies that communicate value with  patients and much more.

These simple steps will maximize your schedule utilizing every team member and every treatment room today, revitalize and create sustainability for future productivity in your dental office.

Did you glean any new information from these five tips? I would enjoy hearing from you and learning about what you are doing to keep your chairs full with patients who want to schedule and pay.

 ABOUT DEBBIE

Debbie is Founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating very profitable and sustainable dental hygiene departments.

Debbie is also known as one of Dentistry Today’s Top Consultants for the past 9 years. She speaks about dental hygiene department profitability and services to create sustainable dental practices throughout the world.

You can grab her 7 day Dental Hygiene Profits Program here to see what it is like to work with her. GRAB YOUR NO COST 7 DAY DENTAL HYGIENE PROFITS PROGRAM

By: admin

October 30, 2014

As a dental practice management consultant and an expert advisor for Trojan  Professional Services, I am frequently asked questions about the dental hygiene appointment. One fact that will remain the same is the patient chart notes.

Why is documentation so important for the dentist and anyone writing patient notes?

Profits are important and patients do not want to pay a lot of their own money especially if you do bill patients insurance.

Many times when working with clients of Dental Practice Solutions, we see offices struggle to receive electronic insurance (via e-submissions made) payments within three weeks. One of the biggest reasons is due to incorrect or incomplete documentation.

As an expert consultant on “Ask the Consultant” for Trojan Dental Professionals“, I get a lot of questions about dental insurance billing, specifically for the periodontal patient.

The number one question I receive is “Can we alternate periodontal maintenance with a prophy when our patient has completed scaling and root planing and their insurance only pays for a periodontal maintenance two times a year?”

Here is the answer I gave an office the other day:

“Once a perio patient, always a perio patient.” If the patient receives CDT Code 2015: D4341 or D4342 they will become a Perio Patient for life. i.e. Perio Maintenance CDT Code 2015: D4910

Similar Example: If a patient has diabetes and they see their doctor and, one day, years later, at the routine doctor visit, their glucose levels look good, they will still continue to be checked routinely to be certain their diabetes is stable. These blood tests will be completed at routine visits and most likely for the rest of their life. Only their medication dose and/or elimination will be changed.

Periodontal disease is a disease with the same inflammatory influences as diabetes. Therefore, you will have your dental hygiene patient return for routine visits (evaluation) and their insurance will be billed as CDT Code 2015: D4910.

So the short answer is that you will keep perio therapy patients in Supportive Perio Therapy = CDT code 2015: D4910

You will never alternate between D1110 and D4910. Please read the definition for CDT Code 2015: D1110. The description of this code states healthy gums. A periodontal diagnosis does not describe healthy gums and may require some light

scaling/root planing subgingivally, etc., etc., at times.

How Does Specific and Thorough Documentation Help Our Office?

Step 1. In real estate they say “Location! Location! Location!”

And in dentistry we need to think “Document! Document! Document!”

When in the trenches working with client offices, most of the time we will see documentation that states the service completed. What is important for your office to be paid is the correct documentation which includes thorough notes.

Hygienists treat patients with periodontal disease daily and in order to receive payment for scaling and root planing followed by periodontal maintenance, you must write down the correct description of the patient’s periodontal status.

The American Academy of Periodontology has a wealth of information on their website to help you get this documentation correct the first time. The American Academy of Periodontology has specific guidelines for documentation and treatment of for example Chronic Periodontitis.

When you treat a patient who has a diagnosis of Chronic Periodontitis  your notes will include words such as: chronic, generalized, localized, moderate, severe, edema, erythema, gingival bleeding upon probing, and/or suppuration. Other information you want to make note of are: edema, erythema, range of probing depths (Include your perio chart attached to the insurance e-claim), radiographic bone loss, etc.

Another great way to not only communicate the disease process is by educating your dental hygiene patient and using intra-oral photos. These photos now become an important piece of your legal documentation, the billing process and your photos will expedite the payment of your patient services.

Step 2.  Pictures paint a thousand words!

If a dental hygiene patient presents with heavy supra-calculus, take an intra-oral photo of the area, show the patient and then use this for your insurance billing.

Does the patient have gingiva that bleeds easily with BOP? Again, take photos, show your hygiene patient and then send these with the e-claim to the patients’ insurance company.

Think about being a proactive advocate for your dental hygiene patient. Show your patient what you “see” in their mouth, share the valuable information with your them and also share this with the insurance company.

Step 3

Once you have this valuable information attach this to the e-claim you will send off to the insurance company.

Conclusion

Net profits are a big concern to every business owner. These three steps will expedite insurance payment and increase profits to your dental office! Using the intra-oral camera will also add value to your dental hygiene appointment for every patient.

Insurance reimbursement will occur more quickly with proper documentation and the intra-oral photos not only assist your patients in understanding the value of the services you have recommended but it will help the insurance companies understand why you have submitted this claim for reimbursement.

Would you like to read more about the American Academy’s Parameter on Periodontal Disease Classification? Just click on this link: AAP PERIO CLASSIFICATION

I would enjoy hearing about you and how your electronic claims are being received on the insurance companies end? Are you receiving payment quickly?

Do you have any insurance billing questions? Please ask away! I always enjoy answering your questions, especially when they are about the dental hygiene department and insurance billing, etc!

ABOUT THE AUTHOR

Debbie is Founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating very profitable and sustainable dental hygiene departments.

Debbie is also known as one of Dentistry Today’s Top Consultants for the past 9 years. She speaks about dental hygiene department profitability and services to create sustainable dental practices throughout the world.

You can grab her 7 day Dental Hygiene Profits Program here to see what it is like to work with her. GRAB YOUR NO COST 7 DAY DENTAL HYGIENE PROFITS PROGRAM

By: admin

October 13, 2014

Dental Hygiene appointment cancellations are an epidemic globally for dental offices around the world.

We can hang our hats on any number of reasons and say “it’s just the economy,” but that doesn’t solve the problem.

We can examine our methods and technologies regarding how we reach patients with our confirmation systems — postcards, e-mails, text messages, phone calls, etc. 

Today I want to bring something concrete to you. I will talk a lot more about contacting your patients on the webinar tomorrow night.

Let’s talk about building value for the dental hygiene appointment and exactly what is said to the patient upon seating your patient, what is said to them during their examination, and also during the treatment planning phase. What does the hand-off at the end of an appointment look like, sound like and feel like to your patient?

A properly completed debrief at the end of an appointment gives patients the valuable reason they should and will return for their next appointment.

Your patient debrief at the end of each appointment is not just about the post-operative instructions, but this is the conversation where patients receive answers to their “why, who, what, and when” questions.

Do your patients really understand what was done at today’s visit? Patients need to understand the why it is so important for your patient to return for periodontal maintenance (since this epidemic seems to be hitting the dental hygiene department most severely) AND just as important is the why a healthy patient needs to return routinely. (Hint: oral health means for most people a longer and healthier life)

Also it is important for patients to understand when their next routine dental hygiene appointment occur. And, why should their routine (or periodontal maintenance) appointment occur during this specific period of time? For some patients it may even mean they will need to return in eight weeks not twelve weeks. For some it may now mean four months not six months. Does your dental hygiene patient understand WHY this is being recommended?

All these issues should be addressed during the debrief – communication –  with your patient.

This debrief will require a simple and open-ended closing question. Here is an example of what an open-ended question may sound like: “What questions or concerns can I address for you about the treatment recommendations we discussed today?” This type of question allows patients to share any concerns they might have about making the next appointment. Make sure you’re sitting “knee to knee and eye to eye” with the patient, not multi-tasking by cleaning your operatory during the very important debrief!

Is this a silver bullet solution to the cancellations and no shows? No it is not! This is only an essential ingredient to a recipe that will lead to great patient relationships.

I will talk more on our webinar about a process to engage with your patients which is full circle = 360 degrees.

See you Tuesday night on our webinar. October 14^th @ 8 p.m. Eastern

Did you register for the webinar? If not here is your link: REGISTER NOW.

ABOUT DEBBIE

Debbie is Founder of Dental Practice Solutions, a global consulting and coaching business known as the leader in creating sustainable dental hygiene departments.

Debbie is also known as one of Dentistry Today’s Top Consultants for the past 9 years. She speaks about dental hygiene department profitability and services to create sustainable dental practices throughout the world.

You can grab her 7 day Dental Hygiene Profits Program here to see what it is like to work with her. GRAB YOUR NO COST 7 DAY DENTAL HYGIENE PROFITS PROGRAM

By: admin

October 8, 2014

Many of the dentists I speak to when asked “How are you doing?” They tell me: “My dental practice is doing fine!”

Did you ever hear of this acronym WNL? You may have heard a hygienist call this out while probing a patient.

What does WNL mean to you?

To me it means “We Never Look”.

And now the tough question is: “Do you look at your numbers? Do you look at your numbers each day? Maybe at the end of the week? Or do you review your “End of Month Report?”

When you tell me that you are doing fine, will you be able to retire when you want to?

Doctor, how are you really doing? Did you know that your dental practice numbers don’t’ lie? Most of the dentists I talk to never look over their numbers.

Seriously, how do your finances look? Do you really feel better not looking at your numbers?

If you were to look, now allow me to ask you, “Are you doing fine?”

Is your team steering the course for the success of your dental practice? Or are you veering off into the pit of gloom and doomsday?

Now is the time to create your dental practice profitability plan for 2015.

THINK OF A LEADER YOU LIKE AND RESPECT

I want to ask you to think of leaders who you know and respect. Can you imagine them telling you that they are “just fine?”

What about Abraham Lincoln, Ronald Regan, Nelson Mandela or Donald Trump? How would they respond if you were to ask them, “How are you doing?”

I can’t imagine them saying “Just fine.”

Are you really doing “Just Fine?!”

Are you open to reaching more abundance in 2015?

Is your mind-set in the right place to receive more?

It’s time to clear out the clutter in your life and your business.

Now is the time to create your success plan for 2015.

Over the past 3 months several of our client’s increased their bottom line by over 30% and this is ALL because they allowed our team to look at their numbers. We took a close look, assessed their untapped potential and by month 2 all of our clients the past 6 months have increased their net profits by at least 27%. YES! It is true and they are happy to personally share their success if you wish to talk to them.

When you open your eyes, ears and your door to our dental practice management expertise, we can create abundance for you today, not later. It is not a wait and watch game with your finances.

You don’t tell you patients to wait and watch their tooth decay or bleeding gums – do you?

I think if you allow my team to serve you to STOP the financial bleeding, you will be more than just fine. Do you agree?

If you don’t have a success plan in place for 2015 at this time of the year (Last quarter of 2014), then you have planned to fail.

Today is the time to create your dental practice profitability plan for 2015.

I am offering you a No-charge 30 min Discovery Call to serve you and get your success plan in place before 2015 is here.

Let’s talk about creating the most abundance for you in 2015: SCHEDULE YOUR CALL HERE

Can’t find a time that meets your schedule? Please give our office a call to schedule your special time with Debbie today. Call:  503-970-112

Use the comment section below to let us know “How are you doing?” Or leave a comment if you would like to read about another topic, etc.

 About Debbie

Debbie has been named once again, for the seventh year in a row, as one of Dentistry Today’s Top Consultants. She has a background in academia and has started a dental hygiene program in Portland, Oregon. She is a former assistant professor at the University of Southern California where she co-taught the practice management course for the senior dental students as well as teach in the dental hygiene department.

Debbie has clinically in all aspects of a dental office. Through her knowledge of working in the trenches and her academia background she knows what it takes to create a successful dental practice as well as lead dentists to be their most successful and profitable as a business owner.

If you are looking to get to that next level of success, you will want to schedule a no-fee practice profile and have her review your practice’ true potential. You may be one of those who are leaving over $100,000.00 USD inside patient charts. It costs nothing to have Debbie look at your numbers and potential but it costs you millions if you never look.

Her 7 Day No Charge Dental Hygiene Profits Program is a great way to get a quick start to success in 2015 and will give you a savory flavor of what Dental Practice Solutions can do to get you to that next level. Grab your 7 Days Here

By: admin

October 3, 2014

As a dental practice management consultant and an expert advisor for Trojan  Professional Services, I am frequently asked questions about the dental hygiene appointment. One fact that will remain the same is the patient chart notes.

By: admin

October 1, 2014

Patient no-shows in the dental office are nothing new.

The important question to ask is “How much is this costing my dental practice today?” AND The Bigger Questions is: “How much have patient no-shows cost my dental practice this year?” Have you looked at these numbers?

The national average for a dental practice to remain in business is $350,000 USD and this does not include the doctors’ salary. The national average a dental practice brings in is $525,000 in revenue annually. This means that you will need to bring in approximately $328.00 an hour if you work 1600 hours annually.

If you have one patient each day cancel, how much will this cost you? Have you taken time to look at this lost of revenue? And even digging deeper, the question is “How many patients need an appointment scheduled?”

Every office our team analyzes has over 100 patients who have unscheduled hygiene appointments NOT counting unscheduled treatment! Do you look at your numbers often enough?

I hear a lot of dental offices say that open holes are a big problem in their practice so let’s talk about some solutions. (By the way: When we work with our clients, this is one of the first areas we analyse with a formula I have developed to close this big gap.)

Today, I will focus on 5 Tips to STOP dental appointment no-shows in your office:

7 Tips to Follow Up with Patents Who Need a Dental Hygiene Appointment

1. Provide information and talk to your patients about Optimal Health.   We are in the business of providing health for our patients and in return this means a longer and healthier life for millions of people. As a team of dental professionals we have the ability to communicate this important message to our patients.
2.   Be sure that your patients understand WHY necessary treatment is necessary. Inquire with questions to your patient that require more than a yes or no from your patients. Example: “Mr. Jones, what questions do you have about the treatment we discussed?”
3. Your patients need to be  clear about the value and benefits to them for completing treatment sooner than later.
4. If a patient declines to schedule a next appointment, before they leave your office, ask if you can call to follow up on “X date” and at “Y time.”
5. Schedule a follow up call or message to your patient within the next 48 hours. Ask your patients how they prefer to be contacted. The best method to schedule a valuable appointment is to call and speak to the patient personally. Text or a voicemail are a great excuse for patients to procrastinate scheduling a dental appointment.   When you follow up or if a patient requests that you do not follow up within 48 hours, ask them when a good time is to follow-up.  *Note that if the patient does not want to schedule for necessary treatment it is very possible that their questions have not been answered and /or you may not have understand their objections and how to overcome these.
6. Always follow up with your patient in at least 2 weeks’ time if they choose not to schedule for treatment.
7. When patients absolutely refuse to follow up, add then to a special call list and set a time on your calendar to follow up in the near future.

When you do call to follow up be caring and compassionate. Allow the patient to feel your concern for their oral health and overall health. Tell patients that you miss seeing them (When appropriate) and let them know that “Doctor is concerned.”

Always review chart notes when following up so you can be aware of any personal situations (i.e. death, illness or recent surgery for them or their loved one, etc.). Be aware of the valuable reasons and benefits for them to schedule treatment and share these when you do call the patient.

Know what their objections may be and understand how to overcome their objections.

When discussing appointments and treatment plans it is of primary importance to discuss the value to your patient and the benefits they will receive from scheduling treatment sooner than later.

Most people will have 3 types of objections and these usually fall into one of these categories:

• Money
• Time or,
• Fear

DENTAL PRACTICE PROFITABILITY TIP:

• Schedule a team meeting, role play some of the latest challenges you have experienced for patients who did not schedule an appointment and even those who did not accept treatment.

Understanding the various personality and behaviors of your patients can also be very helpful in overcoming these obstacles that will hold you back from reaching your full profit potential.

Are you experiencing one or more patients each week who do not want to schedule their next dental appointment? Let’s schedule a Discovery Call to discover how to close this one gap in your profit potential. (You can also send an email to schedule a specific time: dentalpracticesolutions@gmail.com)

Do you have any other suggestions about how to get patients to schedule a next appointment? Please do share in the comments section below.

Want more information to increase # of patient appointments and your practice profitability? Register for our webinar on Tues Oct 14^th @ 8PM EST. Listen to the webinar and receive a $10 Starbucks card. Webinar is recorded. REGISTER NOW: http://bit.ly/StopCancellations

ABOUT DEBBIE

Debbie Seidel-Bittke, RDH, BS, is Founder of Dental Practice Solutions since 2000. She serves dental practices globally through her dental hygiene systems and online products. Debbie is known for creating sustainable and profitable dental practices through her vast knowledge of what makes a dental practice successful. She is also known as one of Dentistry Today’s Top Dental Consultants. She has a no-charge 7 Day Dental Hygiene Department Profitability Program that you can get a glimpse of what working with her is like. Grab your 7 Day Program here: 7 DAY DENTAL HYGIENE PROGRAM. http://bit.ly/12zpg2D

By: admin

September 24, 2014

Patient no-shows in the dental office are nothing new.

The important question to ask is “How much might this problem be costing your dental practice today?” AND “How much have patient no-shows cost your dental practice this year?” Have you looked at these numbers?

The national average for a dental practice to remain in business is $350,000 USD and this does not include the doctors’ salary. The national average a dental practice brings in is $525,000 in revenue annually. This means that you will need to bring in approximately $328.00 an hour if you work 1600 hours annually.

If you have one patient each day cancel, how much will this cost you? Have you taken time to look at this lost of revenue? And even digging deeper, the question is “How many patients need an appointment to be scheduled?”

Every office our team analyzes has over 100 patients who have unscheduled hygiene appointments NOT counting unscheduled treatment! Do you look at your numbers often enough?

I hear a lot of dental offices say that open holes are a big problem in their practice so let’s talk about some solutions.

Today, I will focus on 5 Tips to STOP dental appointment no-shows in your office:

1.    Know what makes your patient tick

Has your office done a personality profile with your employees? This is a fun exercise that we do with our client and teams which not only helps us to understand ourselves better but helps us understand how to elegantly and very effectively communicate with our patients.

Here are a few examples of two patients who will schedule a next appointment:

Patient A is a COO of HP in San Francisco. He always wants to be in control, is analytical and doesn’t want to be told what to do. Typically this is a patient who does not need a reminder and will be putting the appointment you give him on his electronic calendar as you speak to him about his next appointment. You want to ask if he even needs an appointment confirmation text, email or phone call. Remember he wants to be in charge so let him take charge of his calendar. This is not your typical patient who will no show!

Patient B is very compassionate and empathetic. This patient is a mother who does a lot of volunteer work at her children’s school and even leads her daughters Girl Scout troop. You will know who patient B is because her sentences include words such as “I feel” and they smile a lot. This type of person has the opposite posture than the COO of HP (Patient A). It is likely that Patient B will want an email and a phone call to confirm her next dental appointment.

Sending the correct type of appointment confirmation (Or even a reminder of any type) is also very important. Some patients need a lot of hand-holding and others do not want a reminder of any type.

Know your individual patient types.

2.    Build VALUE for each patient appointment, type of service and especially the message about oral health related to their total health. People will sit up and listen when you tell them you know of a way to help them live a longer and healthier life!

There are numerous ways to build value and initially this begins with the first new patient phone call. From here it builds from the confirmation call and the warm welcome to your office. Once the patient is seated in the treatment room, it is imperative the conversations develop from the patients personality behaviors and build value according to the patients individual needs.

How well the patient receives this information is how valuable their next dental visit at your office becomes to them. This is the make it or break it.

Again, speak the language of your patient. Mirror and match them. Make them feel they are #1 to you and your office.

3.    Offer same-day dentistry. While you have a patient in the chair and even before the patient is seated in the chair ask yourself “Do they need fluoride, Sealants, or maybe a nightguard, etc.?”

If a patient no-shows and you have a patient in your chair who does need other services, now is a great time to add value and a benefit for your patient in the chair.

Your morning team huddle is a great time to discuss outstanding treatment for patients you will see that day. Before patients are seated in the chair is the best time to plan for your perfect day!

4.    Use a Short-list. When you have patients who continually no-show without a good reason, put them on a list for calling only when you have a last minute cancellation. SolutionReach is a patient engagement software that will create group lists of patients you can call when there is a last minute change in the schedule. (I don’t recommend you tell your patients you have these “Cancellations” but use the word “Change”) Using the group list in SolutionReach means you can be in contact with numerous patients in need of a specific appointment time and they all receive your message within about 90 seconds. It is an easy way to fill a last-minute cancellation!

Another solution may be to collect a non-refundable deposit which will go towards their service when they do show and if they no-show this money is not refunded to them. Money can be a motivator to many people.

AND if the patient will not do any of the above mentioned are they really the type of patient you want coming to your dental office? You are running a business and people need to respect that it costs money to run a business. You are not a charity.

5.    You Practice Policy. Last minute cancellations and no-shows can be eliminated when you have a practice policy in place for these things. (As well as financial policies, etc.)

When you have patients who chronically abuse your office policies, point out what your practice policy is and of course refresh their memory with the practice policy they have agreed upon and signed that they understand.

Does your practice policy require that patients be charged for missed appointments? This fee can be waived if it is the first time a patient has missed an appointment but do consider this to be your office policy. Kindly point it out to patients who do abuse the policy.

CONCLUSION

To minimize costly holes in your schedule and maintain productivity, you must create and follow a step-by-step system that trains patients to value their appointments and keep their commitments to your dental practice.

Your communication process with patients and within your dental office are critical pieces for reducing no shows and even eliminating holes in the schedule.

Always consider communicating the value of dental care and benefits of completing dental care to your patients before they even schedule their next dental appointment. Discover how your patients want to be reminded of future dental appointments AND IF they even want a reminder of any kind.

Not only do the patients need to understand your office policies but your team members need to know what they are as well. Schedule a team meeting to discuss policies in your office so every one on your team is “on the same page”.

Discuss outstanding patient dental treatment during your morning team huddle so you know which patients can have another service completed while they are in the chair IF there is a last minute opening in your schedule. When you do offer more services to a patient seated in your chair make sure to communicate the value and benefits for completing their treatment sooner than later. For example: If your patients’ hot button is “time” – while they are in your treatment chair this is a great candidate to ask if they can stay longer and complete more treatment. Tell this patient how much time will be saved if they stay a little longer to complete necessary treatment. Explain how staying a little longer can benefit them!

Do you want more information about how to STOP Last minute cancellations and no-shows? Register for our Webinar on Tues October 14, 2014 @ 8pm EASTERN AND Receive a $10 Starbucks card when you do attend.  

ABOUT DEBBIE

Debbie Seidel-Bittke, RDH, BS, is Founder of Dental Practice Solutions since 2000. She serves dental practices globally through her dental hygiene systems and online products. Debbie is known for creating sustainable and profitable dental practices through her vast knowledge of what makes a dental practice successful. She is also known as one of Dentistry Today’s Top Dental Consultants. She has a no-charge 7 Day Dental Hygiene Department Profitability Program that you can get a glimpse of what working with her is like. Grab your 7 Day Program here: 7 DAY DENTAL HYGIENE PROGRAM

Do you want to chat with us about your numbers and how much cancellations may be costing you? Schedule a NO-COST Time With Us Today