Building a Strong Practice

1. Building a Strong Practice Presented by: DEBRA ENGELHARDT-NASH CHARLOTTE, NC rdnash@aol.com 704 895-7660

2. Productivity Strategies =SUCCESS

3. BUILDING A STRONG PRACTICE It’s a thousand little things that come down to….. FIVE + ONE SECRET INGREDIENT

4. BUILDING A STRONG PRACTICE • 1. Dr. - RALLY YOURSELF • 2. RALLY THETEAM • 3. CREATE OPPORTUN ITIES • 4. CREATE AWARENESS • 5. REAP THE REWARDS

5. Productivity Strategies • Create the Vision • Acquire the Skills • Establish the Atmosphere • Internal Behaviors • External Exposure

6. HOW TO DETERMINE PRACTICE GROWTH NEEDS • WHAT IS YOUR GOAL? • WHERE DOES PRODUCTIVITY COME FROM? • CUSTOMIZE YOUR GROWTH PLAN

7. WHERE DOES PRODUCTIVITY COME FROM? • New Patients Accepting Treatment • Revenue from Continuing Care • Patients of Record Accepting Treatment

8. Hygiene Production Percentage

9. # Active Patients RRR goal? Average number of visits per patient per year 2000 75% 2.5 Total visits per year / Number of patients per day RECALL

10. EXAMPLE Lets say…. 2 hygienists working 4 days per week=8 days per week x 50 weeks = 400 days 8 patients per day x 400 days = 3200 3200 appts. / 2.5 visits per patient= 1280 patients / 2000 active patients = 64% Recall Return Rate

11. BUILDING A STRONG PRACTICEPatient UtilizationRECALL RENEWAL

12. RECALL RENEWAL EXAM • 3-5 Years since new patient exam • Renew Practice Philosophy • Renew Records • Visuals • Documentation • RENEW ENTHUSIASM!

13. Why bother? • An increase in patient loyalty of 2% is equivalent to a 10% reduction in costs. • An increase of 5% in patient loyalty can deliver 95% greater profitability over the lifetime of the patient

14. Creating the First ImpressionLOYALTY = PROFIT Retaining 5% more “customers” can boost profitability as much as 95%

15. Quad Scaling & Root Planing* • (D4341) 4 teeth or more • (D4342) 1-3 teeth (list teeth) • 4-5 mm pockets, BOP, bone loss *D4910 generally follows a Scaling and Root Planing procedure.

16. Perio Maintenance (D4910)* • Follows SRP or Perio surgery. • Don’t alternate with prophy (D1110). • (D4910) treatment is “indefinite.” • Does not include Periodic Evaluation (D0120) or Comprehensive Perio Evaluation (D0180). • Show history of SRP/surgery. *Sometimes D0180 evaluation is reported, but generally reimbursed as D0120.

17. D4910 Narrative • “If periodontal maintenance D4910 is not reimbursable, please pay the alternative benefit of Prophylaxis, D1110.” • “Periodontal maintenance, D4910 is inclusive of Prophylaxis, D1110.”

18. Gross Debridement (D4355) • “Patient has not seen dentist in five years.” • “A Gross Debridement was necessary for a subsequent evaluation.” • Do not charge out Comprehensive Evaluation on same service date! Charge at 2nd visit. • With limited debridement, consider using Palliative (D9110) if the patient reports they have discomfort at an emergency visit.

19. Controlled Release Vehicle (D4381) • Arestin®, PerioChip®, Atridox® • Not generally payable at initial SRP appointment. • May be payable at re-evaluation or (D4910) visit - getting better. • 5-6-7mm pockets; BOP; charting • Most insurance pays approximately 50% of site application with $200 annual maximum.

20. ADDITIONAL OFFERINGS Oral Cancer Screening – Suggested fee $60 Offered annually to high risk / 18 months to medium and low risk patients. Recommended to all new patients and review with Continuing Care Patients.

21. How do you inspire patients so they know you are THE OFFICE?

22. Marketing Strategies Marketing Cycle: Generic Expected Augmented Potential

23. Marketing Strategies Before you cook a gourmet meal, you better clean up the kitchen. INTERNAL MARKETING

24. Do you walk your customer service talk? • Whether you get and keep them depends On how well you treat them!

25. Why patients leave your practice • 1% Die • 3% Move • 5% Insurance • 9% Location Change • 14% Don’t like the dentist • 68% Attitude of indifference

26. How do you differentiate yourself? How do we provide the highest level of service when others are competing with us to provide similar services? Excellent Service skills take practice – practice-practice How do we check everyday to ensure we are committed to service excellence?

27. Make a memorable first impression Speak a service language; wear a service wardrobe Hospitality First Communicate the heart and soul of the organization Listen to understand Create the perception of quality Match what they want with what you can do Endorse the Doctor Describe how your office systems will enhance results. Establish a set of performance tips Build a performance culture that differentiates the practice Marketing StrategiesQUALITY SERVICE CUES

28. WHAT ARE YOU COMMUNICATING? HOW WOULD YOU DESCRIBE THE QUALITY OF CARE?

29. Marketing Strategies Tell the patient what is special about your office. Personalize it.

30. Introduction of Treatment Attitude Knowledge Visual Aids Knowing How to Refer

31. BUILDING A STRONG DENTAL PRACTICE SUPPORT TECHNOLOGY

32. BUILDING A STRONGDENTAL PRACTICE OUR UTILIZATION OF TECHNOLOGY IS CONSISTENT WITH THE QUALITY OF CARE WE SEEK TO PROVIDE

33. BUILDING A STRONGDENTAL PRACTICE • INTRA-ORAL CAMERA • DIGITAL PHOTOGRAPHY • IMAGING • DIGITAL RADIOGRAPHY • LASER • MICRO-ABRASION • CAD-CAM • POWER BLEACHING SYSTEMS • MATERIALS AND ARMAMENTARIUM

34. INCREASING ESTHETIC CARE THE DECISION TO ACCEPT TREATMENT HAPPENS WITH THE CLINICAL TEAM – NOT THE FINANCIAL TEAM.

35. INCREASING ESTHETIC CARE “If you keep on doing what you’ve always done, you’ll keep on getting what you’ve always got.” Zig Ziglar

36. BUILDING A STRONG PRACTICEQuick feedback survey • What are we doing well that we should keep on doing? • What are we not doing well that we should stop doing? • What should we start doing that we aren’t doing now?

37. 5 STEPS TO SUCCESS • 1. RALLY YOURSELF • 2. RALLY YOUR TEAM • 3. CREATE OPPORTUN ITIES • 4. CREATE AWARENESS • 5. REAP THE REWARDS

38. And the secret ingredient… QUALITY TIME PROVIDE THE INFORMATON YOUR PATIENTS NEED TO CHOOSE THE TREATMENT YOU BOTH WANT.

39. Thank You! Debra Engelhardt-Nash Consultant, Practice Development Coach 704 364 5272 / 888 442-0242 www.nashinstitute.com debra@nashinstitute.com Upcoming travel programs: Eastern Mediterranean Cruise – October 2009

40. Creating the First Impression Retaining patients is not only less expensive, but existing loyal patients are ready to accept treatment more readily. They generate positive word of mouth and referrals and are less likely to defect for “discounts”. Increased customer loyalty is the single most important drive of long-term profitability.