Second Opinion: Should Your Practice Be Concerned About the Measles Outbreaks?

Source: CNN

The U.S. is experiencing a sharp increase in the number of measles cases in 2019, according to the U.S. Centers for Disease Control and Prevention (CDC). Dental practitioners need to be aware of the signs and symptoms of measles to prevent its spread within the dental office and the community.

Corinne Jameson-Kuehl, RDH, Owner Custom Dental Solutions

Measles is considered an acute respiratory illness. Because it is viral in nature, the common initial signs of possible infection include malaise, slight fever, and a loss of appetite. Patients are considered contagious four days before and four days after the rash appears. The virus is transmitted by airborne droplets when an infected person coughs, sneezes, or even breathes, making it one of the most highly contagious infectious diseases. Simply being in the same room with an infected person (and even up to two hours after they leave the area) means you are at risk for infection.

As dental practitioners, we need to be aware that the first visible signs of the disease are found in the head and neck. An infected patient will have a high fever, cough, runny nose, and conjunctivitis. A rash will form starting at the forehead and spread down to the trunk and feet. Koplik's spots may occur on the inside of the cheeks. These spots will appear small and whitish with a red background. It can be very dangerous for babies and children to be infected, as the disease can lead to pneumonia, deafness, and even brain damage in some cases.

Vaccinations

If unvaccinated providers believe they have been exposed, the CDC states that they can still receive the MMR (mumps, measles, and rubella) vaccination within 72 hours of exposure, followed up with an immunoglobulin treatment six days after vaccination.

“We need to be aware that the first visible signs of the disease are found in the head and neck.”

There are no specific antivirals. However, in severe cases, vitamin A is used in medical settings to help relieve symptoms for children. It is recommended that children receive two doses of the MMR vaccination at 12 months to 15 months and again from ages 4 to 6 years. Infants traveling to another country should have one dose before leaving the U.S.

Your provider-patient medical interview and written medical histories should include the following questions:

1. Have you been vaccinated against measles?
2. Have you traveled abroad recently (specifically to Europe, Asia, Pacific Islands, or Africa)?
3. Have you or a family member been exposed to someone who has traveled abroad?
4. Are you in a community where you suspect there could be a measles outbreak?

With more and more unvaccinated children and most U.S. cases being reported as being infected by an out-of-country exposure, it is imperative to continue with these questions chairside. If you find your office in the situation in which you believe there has been a measles exposure, the CDC asks that you to immediately report the suspected measles case to your local health department.

Teledentistry: Creating the ideal referral relationship

By Jill Shue, Administrative Solutions Coach

With the hustle and bustle in a dental practice, there is a continuing struggle around the referring process. It is easy for tunnel vision to set in once a referral need is determined. The doctor states a referral is needed, and the patient is dismissed to another team member. The focus is no longer just on the patient in the chair but also on the next patient waiting to be seen, running on time, and managing operations.

In the rush, communication is lost and patients fall between the cracks. Both the referring doctor and specialist, along with their teams, have their responsibilities to each other as well as to the mutual patient.

The reality

Your patients have chosen you as their provider. Your patients trust you. However, many general dentists do not offer specialty services within their practices. This means that when you make a referral to an outside specialist, patients have to leave their comfort zone for treatment.

Look at it from your patient’s perspective: She is ushered out of the treatment room, handed a slip of paper and told to call a new, unfamiliar office — often without follow-up instructions. The patient leaves your office knowing she needs to do something to further her care. Often patients either fail to follow through with the recommendations, or they call to schedule and are confused with their specific need.

If patients overcome those obstacles and have the treatment completed by the specialist, they often experience a lack of follow-up. Patients assume the general dentist’s team will be in touch to take the next steps, but usually, in our experience, there is no communication back to the general practice.

When there is no communication, the patient then does not complete the necessary treatment and the likelihood of success drops. Patients are not aware that the two providers do not share records. When treatment is completed, we do not have a magic wand to wave to alert us to the patient’s treatment progress. Treatment falls between the cracks. The patient falls between the cracks.

Provider’s perspective

Often adequate information is not shared between the offices. If the referring practice’s team fails to send the referral, notes, and images to the specialist team promptly, then the specialist’s team must hunt down records. Seemingly endless calling and emailing between the offices asking for information becomes routine, and inefficiencies set in.

Once the specialist team has the necessary information to treat the patient, the team is then able to appoint and treat the patient appropriately. The specialist team then fails to communicate to the general team that the treatment has been completed and to instruct on the necessary healing times and follow-up needs.

The patient does not receive the best care, steps are missed, and care is delayed. In our experience, both offices vent their frustration and blame the other. When neither team takes responsibility for its part in the mutual patient’s care, then the doctor-patient relationship is broken. The relationship between the two offices is also broken. No one wins.

Solution

We talk with our clients about taking a concierge team approach enhanced through teledentistry technology. This approach can offer your patients a warm introduction to the specialist and team and also continue the exceptional communication your team and you already offer throughout their treatment.

Your patient needs to visit a specialist. Your team communicates with the specialist’s team members, informing them of the patient’s diagnosis. Your office then sends the patient’s images and provides the referring team a teledentistry appointment for the patient.

Your patient and the specialist virtually meet via a teledentistry platform in your office. A live video consultation puts the patient at ease and creates a rapport between all parties. The patient leaves the referring office with the specialist appointment scheduled. Now both care teams are aware of the patient’s needs, enabling them to create a treatment plan together that best fits the patient’s needs.

Once the patient receives the treatment, the specialist then communicates back to the referring team to inform of the next step and the general team continues the patient’s care as determined. The key is communication. Both doctors and their teams must be in continual communication with one another.

Outcome

By creating systems to improve communication between the referring doctor and specialist, you close the gap. Your case acceptance may rise while your patient retention and satisfaction also increase. Your team benefits from a streamlined, secure exchange of clinical data. The patient receives the best experience and care that both the referring and specialty teams have to offer.

Don’t just be a good specialist or a good referring doctor. When you close the gaps, you’ll be successful for your team, your colleagues, and your patients.

Upset the Apple Cart! Create a Superior Patient Experience

Upset the Apple Cart! Create a Superior Patient Experience

By Laura Barnes, Transitions Management Coach

Does it ever feel like you are trying your best, but are in a continuous loop of the same results? The competition always seems to be more innovative or have more financial resources?  If so, it’s time to upset the apple cart!

Most dental offices strive to provide exceptional care for their patients as part of their philosophy but operate on auto-pilot once the practice is well-established.  One common thread of discussion among all practices revolve around how to find new patients and attract them. However, the real question is how to keep them engaged, but even better, be a spokesperson for your practice.  Consider this…a friend asks about a recommendation to see a newly released movie…you don’t recommend a movie that you like, you recommend a movie that you LOVE! Be the dentist your patients LOVE!

The solution is to design their experience with your office for emotion, not experience.  As dentists and teams, we usually focus on the systems and procedures to provide excellent care.  While these are important and the cornerstone for success, sometimes we forget that the patient is a person-  a person that wants to connect with us on a personal level. It should be our goal to help them feel comfortable and connected with us….to pleasantly surprise them by hosting a (mini) surprise birthday celebration for them, mailing a handwritten note, or remembering to inquire about a new grandchild.  These efforts do not need to be expensive…the goal is to out-think the competition, not out-spend. The most memorable moments center around how you make your patients feel!

What do YOU do to create a “WOW” experience for your patients that gets them talking about you and your team to their friends, family and colleagues? How do you challenge the status quo and upset the apple cart??

Business Connection or Pyramid Recruit?

Business Connection or Pyramid Recruit? 

By Corinne Jameson-Kuehl, RDH, Owner

It's that time of year where everyone is making goals and excited about achieving them. Statistics show within 6 months of the new year, only 9% of those who make resolutions actually stick to the goals they make.

Many of us start the year off strong with goals to make new and better business connections. We look to align ourselves with businesses that share similar philosophies and modes of action. It makes sense to be attracted to growth-minded people that will drive business and assist potential mutual clients to success. What doesn't make sense is when individuals want to connect for the purpose of pushing their home-based business product, or for the self-serving goal of gaining your hard earned network list.

It is wise to approach any new business connection invitation with the following cautions:

           1. What is the mutual purpose of making this connection?

           2. Will this new connection take away time and energy from my vision and values of what  

               goals I am looking to accomplish?

If there is any doubt on the intention of the new connection, simply ask them why they would like to connect with you. This question will help you make an efficient and advantageous decision immediately.

Are the holes in your schedule haunting you?

By Corinne Jameson-Kuehl, RDH, DrBicuspid.com contributing writer

It's that time of the year again with lighter schedules, last-minute patient cancellations, and the dreaded no-shows, which means team members walking around the office acting like zombies and seeking "something to do."

Corinne Jameson-Kuehl, RDH.

There will be holes in your schedule if you allow the following five devaluing phrases said to patients and attitudes into your practice:

1. "Do you want to reschedule?"
2. "What time works?"
3. "If you can't make it, no problem. Just give us a call."
4. "You can wait to have that procedure until next year."
5. "Do you want to just call us?"

It is the entire dental team's responsibility to prevent the scheduling holes and evaluate how the scheduling communication is occurring. The commitment to patient retention and engagement while desiring full schedules at all times should be the obvious office goal. Being aware to "create the appointment demand" and to "build off the schedule" will lead your patients to respect their appointed time, and your day will end with a successful and productive schedule.

Best practices

The best way to implement the expectation that appointments are to be scheduled in advanced is to start with new patients. The new-patient letter should detail your appointment expectations and how you provide reserved appointment times as a courtesy to the patient's schedule.

“It is the entire dental team's responsibility to prevent the scheduling holes and evaluate how the scheduling communication is occurring.”

Establish the scheduling of the next appointment as the norm by leading all patients into scheduling at the patient walkout/dismissal. In a friendly tone with the importance of their time emphasized, ask your patients, "Now, let's get you scheduled for your next visit. Do you prefer a morning or an afternoon appointment?"

Once the first appointment of the day is established, build off your schedule by offering the best fit for your patient's request while simultaneously filling your schedule.

Get into the habit of knowing your patients' work and personal schedules, so it is easier to lead the appointment conversation. Someone who is a stay-at-home parent or a retiree may have a more flexible daily schedule and could be scheduled at those hard-to-fill appointments times, such as 10 a.m. or 2 p.m.

Building off the most popular times is the best way to fill your day. For example, if you look at a certain day and notice your 7 a.m. and 4 p.m. slots are already filled by consistently reliable patients, offer the 8 a.m. and 3 p.m. and so forth.

Time frames

Continue to set patterns by scheduling patients in the same time frame. For example, keeping the continuing care appointments the same day and same time six months apart will establish the long-term date, such as creating the standard Tuesdays at 11 a.m.

Setting a behavior pattern also ensures a more successful remembrance by patients and makes a cancel or no-show less likely. You can also use a third-party system, such as Solutionreach or Lighthouse 360, to kindly remind patients of their scheduled appointment time, while meeting the patients' preferred electronic communication style.

Emphasizing the "busyness" of your office schedule is important. Whether you are incredibly busy or not, it doesn't matter. It's important to create the demand and teach patients to understand how important their reserved appointment time is. They should understand that it may be challenging to get another visit scheduled with their favorite hygienist if they cancel.

Options for scheduling

Your team has to let patients know the standard in the office is scheduling hygiene visits. Remind them that the office does this for all patients as a courtesy so that the most convenient time for the patient can be secured.

The following are good options for moving the conversation forward:

• "We can always follow up and can provide a reminder if you need one."
• "Let's get you scheduled, and then would you please kindly check your schedule and call me back tomorrow if that date and time does not work for you?"
• "I would be happy to call/text/email you tomorrow. When would be a good time to discuss your appointment?"

When patients say, "I don't know where I'll be in six months," your staff can say something playful, such as, "I know where you will be. Here again with me, same place, same time. Now let's get you scheduled."

No matter the scheduling conversation, it is imperative the clinical and administrative teams communicate through both detailed chart notes and verbally with the patient at the end of the visit. This will ensure excellent customer care and that no questions are left unanswered.

Because you value and respect your patients' time, teaching them the value of respecting the scheduled appointment will prove to be an effective way to diminish the holes from your schedule.

“Custom Dental Solutions empowers business owners to grow their business THEIR way.”— Corey Jameson-Kuehl, Owner

Register NOW!! Choose Your Gold Course Crawl March 15th 2019

Dental Hygiene Lead (Hygiene License Required) Brookfield, WI Area

Our diverse and fast-paced practice seeks an experienced RDH to lead our dental hygiene department to excellence. This practice is under new management along with a new, ethical and enthusiastic team to support our dental hygiene department to the fullest!

Bi-Lingual is a plus, but not required. 

This practice is going through many upgrades -- This is a competitive and changeling position so if you are seeking a stimulating career -- then we are the right fit!

*We are looking for someone flexible for 35 - 40 hours a week Monday - Friday. We are offering a $1000 hiring bonus post 90 days. We offer Paid CE, Paid Vacation, Retirement and a generous family dental plan.

Competitive Wages!!!

We have full-time, part-time, and temping spots open.

Please send your resume to
Corey@CustomDentalSolutions.com

Reprocessing Dental Handpieces

Reprocessing Dental Handpieces 

By Dr. Katherine Schrubbe, RDH, BS, MEd, PhD.

Compliance with CDC guidelines for reprocessing is vital to the safety of the dental staff and patients.

There seems to be a lot of buzz about dental handpieces these days. For whatever reason, the question of reprocessing these devices for patient use is once again a popular conversation in dental practices. Dental handpieces are medical devices accompanied by instructions for use (IFU). As discussed in a previous article, IFU are provided for medical devices and products in accordance with federal Food and Drug Administration (FDA) standards and provide information on cleaning, disinfection and ¹ In any dental setting, IFUs must be strictly followed to ensure patient safety, as well as peak performance of the devices. Whether the organization is a DSO, a large group practice or a solo practice, there must be a sufficient number of instruments to serve the patient schedules in order to avoid shortcuts in reprocessing.

sterilization of patient care items.

Categories of patient care items
The Centers for Disease Control and Prevention sorts patient care items into three categories (referred to as the Spaulding classification), based on the potential risk for infection associated with their intended use: critical, semicritical or noncritical.^2,3

Centers for Disease Control and Prevention. Guidelines for Infection Control in Dental Health-Care Settings – 2003. MMWR 2003;52(No. RR-17); 20.

At the ends of the spectrum are the critical and noncritical patient care items. According to the CDC, all critical items should be heat sterilized between patient use, as they have the greatest risk of transmitting infection. Noncritical items, which pose the least risk of disease transmission, should be cleaned and disinfected with an EPA-registered hospital disinfectant.^2,4
In the middle of the spectrum are semicritical items. These items come in contact with mucous – or non-intact – membranes, but they do not penetrate soft tissue, contact bone, the bloodstream or other normally sterile tissues.²

Dental handpieces are considered semicritical items. The CDC states, “dental handpieces and associated attachments, including low-speed motors and reusable prophylaxis angles, should always be heat sterilized between patients and not high-level or surface disinfected.  Although these devices are considered semicritical, studies have shown that their internal surfaces can become contaminated with patient materials during use. If these devices are not properly cleaned and heat sterilized, the next patient may be exposed to potentially infectious materials.”^4,5,6


In other words, there are no shortcuts to patient safety around handpieces, including low-speed motors use primarily for hygiene appointments. Eleven states require heat sterilization of dental handpieces: California, Florida, Indiana, Kansas, Missouri, New Mexico, Ohio, Oregon, South Carolina, Virginia, and Washington.⁷ And, the CDC guidelines fully apply in the remaining 39 states. Additional guidance from the CDC states, “handpieces and other intraoral devices that can be removed from the air and waterlines of dental units should be cleaned and heat-sterilized between patients. Follow the manufacturer’s instructions for cleaning, lubricating, and sterilizing these devices. These devices include high-speed, low-speed, electric, endodontic, and surgical handpieces, as well as all handpiece motors and attachments, such as reusable prophylaxis angles, nose cones, and contra-angles.”⁸

The updated guidance from the CDC provides a 3-point summary:

1. Clean and heat sterilize handpieces and other intraoral instruments that can be removed from the air lines and waterlines of dental units.
2. For handpieces that do not attach to air lines and waterlines, use FDA-cleared devices and follow the validated manufacturer’s instructions for reprocessing these devices.
3. If a dental handpiece cannot be heat sterilized and does not have FDA clearance with validated instructions for reprocessing, do not use that device.⁹

Dr. Katherine Schrubbe, RDH, BS, M.Ed, PhD

References

1. Schrubbe K. Instructions for use. Efficiency in Group Practice. Available at http://www.dentalgrouppractice.com/instructions-for-use.html. Accessed April 24, 2018.

2. Centers for Disease Control and Prevention. Guidelines for Infection Control in Dental Health-Care Settings — 2003. MMWR 2003;52(No. RR-17); 20.

3. Miller CH, Palenik CJ. Infection Control and Management of Hazardous Materials for the Dental Team. 5th ed. St. Louis: Mosby Elsevier; 2013; 122.

4. Centers for Disease Control and Prevention. Summary of Infection Prevention Practices in Dental Settings: Basic Expectations for Safe Care. Atlanta, GA: US Department of Health and Human Services, Centers for Disease Control and Prevention, National Center for Chronic Disease Prevention and Health Promotion, Division of Oral Health, March 2016.

5. Chin J.R., Miller C.H., Palenik, C.J. (2006). Internal contamination of air-driven low-speed handpieces and attached prophy angles. J Am Dent Assoc. 137(9):1275-80. Available at http://www.ncbi.nlm.nih.gov/pubmed/16946433. Accessed May 10, 2018.

6. American Dental Association. Oral health topics; infection control. Available at https://www.ada.org/en/member-center/oral-health-topics/infection-control-resources. Accessed May 10, 2018.

7. The Dental Student Network list of state licensing agencies. Available at http://www.studentdoctor.net/dental/state_boards.html. Accessed April 24, 2018.

8. Centers for Disease Control and Prevention. Dental Handpieces and Other Devices Attached to Air and Waterlines. Available at https://www.cdc.gov/oralhealth/infectioncontrol/questions/dental-handpieces.html. Accessed May 10, 2018.

9. Centers for Disease Control and Prevention. Statement on Reprocessing Dental Handpieces, April 11, 2018. Available at https://www.cdc.gov/oralhealth/infectioncontrol/statement-on-reprocessing-dental-handpieces.htm. Accessed May 10, 2018.

10. US Department of Health and Human Services. Public Health Service Food and Drug
    Administration. Reprocessing Medical Devices in Health Care Settings: Validation Methods and Labeling Guidance for Industry and Food and Drug Administration Staff. March 17, 2015. https://www.fda.gov/downloads/medicaldevices/deviceregulationandguidance/guidancedocuments/ucm253010.pdf.  Accessed May 10, 2018.

11. Vavrosky K. 5 infection control mistakes you may be making and not even realize. Dental Products Report, July 11, 2016. Available at http://www.dentalproductsreport.com/hygiene/article/5-infection-control-mistakes-you-may-be-making-and-not-even-realize?page=0,1.  Accessed May 10, 2018.

5 Things to Remember if You Want to be SUCCESSFUL

5 Things to Remember if You Want to be SUCCESSFUL

By:  Angela M. Henke

1.  Make Long Term Goals

Setting your daily and monthly schedule will contribute to your long terms goals.  Small continuous improvements every day will make the largest difference overtime.

2.  Give up Making Excuses
Successful people know what their responsibilities are every day, every week and every month.  Sometimes this means asking others for help so you do not fall behind in your responsibilities – do not make excuses.  Learn from your failures.  Knowing your weakness is part of your success. 

3.  Say Good-Bye to the Need to Control Everything
Controlling everything is not necessary nor is it productive.  Do your best to make situations better but also realize when it is out of your control.  What you can control in every situation is your emotions and your attitude, even if that means stepping away for a period of time. 
“Some things are up to us, and some things are not up to us.” - Epictetus

4.  Learn to Say NO
Successful people understand that they cannot say yes to everything or everyone.  There will be times saying NO is in your best interest.  Learn to pick and choose the activities that will grow you personally and professionally.  Sacrifice short-term for the big picture. 

5.  You Will NOT Always be Liked
Not every person is a fit for every personality at a practice or in a company.  Learn to always put the best person forward even if sometimes that may not be you.  Think of yourself as a market niche.  There will be some people who like that niche, who need that niche, and there will be others that do not like it or need it.  Remember it is not personal; it is business and you cannot please everyone. 

Remain true to yourself personally and professionally.

Are you busy or productive?

There is an old song that goes like this, “sitting on the dock of the bay wasting time…”  Although sitting on the dock of the bay relaxing and enjoying the quiet is truly needed in our lives; “wasting time” is a great way to get to stuck in your personal and professional life.

There are a multitude of people who talk about moving forward, desiring to act upon their goals, but never get “there” because they are stuck sitting on the dock, and wasting a lot of time.

• Consider your schedule: Are you busy reacting to busy-work, or are you productive with goal accomplishment?

• Evaluate your need for “dock-time” are you using too much of it to avoid feeling overwhelmed, and therefore creating laziness and a feelings of imposter syndrome?

•  Create active daily and weekly goals and be accountable for them.  Write them down to ensure better successful outcomes.

Organize your schedule into time periods of accomplishments, allowing for achievement and relaxation.  There are several great resources out there to help you begin a life of productive habits. A couple of my personal favorites: “The Miracle Morning” by Hal Elrod and “Train your Brain for Success” by Roger Seip (particularly the 2-hour solution section). 

Now go!  Get off the dock!

By:  Corey Jameson-Kuehl 

What is preventing your Success?

Are you finding yourself asking why you are not as successful as you want to be?  

The difference between successful people and unsuccessful people is the reaction to what happens around them.  Successful people are always moving forward, prepared for any action.  Unsuccessful people have no plan and simply react to the circumstances around them. 

• Take full personal responsibly-no more excuses
• Identify what you want to accomplish and write down the steps it would take to get “there.”
• Surround yourself with successful people in successful environments and eliminate distractions.
• Become accountable to a trusted adviser to ensure you finish what you start.

What is your plan?  Be excited as you enjoy the journey of success!

By:  Corey Jameson-Kuehl

How is your Garden??

Currently, most of our flower gardens are in full bloom; and depending on what part of the county you hail from, your vegetable gardens are ready for harvest as well!

Has it been a successful season?  Were the plants healthy and high-yielding, or did you have weeds over take the garden and your initial hard work went to waste?

 At this mid-year time, reflect on the “garden” of your choices.  Just as a well-maintained garden can produce abundance, weeds of distractions, toxic people, and negative environments it can create unrest and a cycle of poor choices.  Eliminate the elements that do not produce healthy fruit in your life.  Work hard to cultivate and protect your “crops” for your future success!

BY:  Corinne Jameson-Kuehl

Personality Tests

https://blog.ttisuccessinsights.com/do-pre-employment-personality-tests-scare-away-applicants?utm_source=hs_email&utm_medium=email&utm_content=63291686&_hsenc=p2ANqtz-_UFxxYKWSuhjHwIGQa8zZJXkVDUaNsFM7PnRJZK5g5_GeDEn4pA5pof2PEp4ktIFl-w7nudxNuIZFgOQ5rcGBwVsuc9QDjKRDCKJRLSnHa4fev73c&_hsmi=63291686

Practice Rescue - Part One: Ways Employees Hijack your business culture

Hijack #1 Employees taking away aspects of Patient Interaction they do not believe “you are capable of doing.”

What does it mean to be “hijacked” by the employees in your practice?  Have you ever spent time discussing treatment with a patient, only to notice details later were changed without your knowledge? 

Often, Dentists will tell me that they feel excluded from the details of the daily routine and the daily events in their own business simply because the employees make decisions without the owner’s knowledge.  They also say when they ask questions regarding financial reports or why someone didn’t schedule treatment, team members respond blasé or make them feel they are terrible for asking.

One-way employees “hijack” the dentist is by changing treatment plans and making financial decisions per what they feel is best for the patient based off assuming they know this patient’s financial and personal need.  This is especially common in newer ownership where the team may view the new dentist as inexperienced or doesn’t “know” the patients as the previous owner or the experienced team members. 

The problem with this mentality, is employees will make the choice to “give a discount” or change treatment per what “has always been done” and therefore leaving the dentists’ specific treatment plan devalued and giving the confused patient the impression the dentist is only looking to line the pocket book.

One example is seen in the dental hygiene department.  A long-time patient is seen with perio pocketing depths and heme that is consistent stage 2 Periodontal disease that the new Dentist believes needs to be addressed.  When the new dentists shares the concern with the hygienist, he/she is met with the hygienist response of “it’s always been that way, and Dr. Previous-owner always watched those areas, and besides long-time patient doesn’t have the money for periodontal therapy, so I just do a prophy and hope for the best.”

The new dentist is unsure how to respond, as questions loom through his/her mind; Where is the patient education on how this condition affects the entire health of the patient?  How can I legally treat a patient with a prophy, when that is not the accurate condition?  “Why is my hygienist making the treatment decision for the patient?”

Employees hijack your business culture by not supporting your treatment plans.

By:  Corey Jameson-Kuehl

Custom Dental Solutions Monthly Promotion

Practice Rescue: 5 ways to decrease your accounts receivable

By Jill Shue, DrBicuspid.com contributing writer

January 4, 2018 -- Is your practice thriving at the level you'd like, or are you looking for some help in a specific area? That's where you need a Practice Rescue. Jill Shue of Custom Dental Solutions offers practical solutions gathered from years of experience with practices like yours.

Does this scenario sound familiar? Patients are frustrated with financial surprises when they receive their bills. This leads to unhappy patients, your team having to constantly make difficult collection calls, and a decrease in cash flow. What can you do to decrease your patient accounts receivable?

1. Educate and inform

Many patients are not aware that dental insurances are only a benefit or a contribution, not a guarantee of payment. Instead, they expect their insurance to cover everything.

Patients must be told that they are responsible for the full balance, regardless of the contribution from their insurance. Your patients do not know the costs of procedures, nor do they know the expectations of when payment is due, unless you or your team tells them.

When presenting financial information to patients (we've found that this information should be presented before their scheduled appointment), make sure you provide them with three items:

·        The total fee

·        Their estimated out-of-pocket cost

·        Their estimated portion due on the day services are rendered

This presentation should be provided in writing and stated in a way your patients will understand. This may mean that you will need to alter your templates and printed presentation.

2. Options

While we recommend that you offer financing options to your patients, don't force yourself into being a bank. Present two or three companies (CareCredit, LendingClub, and the like) that patients may use to assist in paying their dental bills.

If they are unable to make a payment in full, it does not mean they must forego treatment. Show them the available options to split up their payments to make them more affordable. Being able to offer your patients options will increase your case acceptance as well.

3. Scripting and team approach

Your clinical and administrative teams must use the same terminology. The entire team should know which phrases to use and which to avoid.

“Being able to offer your patients options will increase your case acceptance as well.”

"We'll bill you" cannot be an option if you expect to lower your accounts receivable. When was the last time you went to a grocery store and had the option to be billed?

Your patient has received a service and is expecting to make a payment. If you don't ask for payment, how will he or she know what is expected?

Use language like the following: "Your estimated out of pocket is $500. We'll send the remaining balance to your insurance for their consideration. Should there be anything remaining, we will send you a statement."

When collecting payment, do not ask if the patient would like to make a payment; instead say, "How would you like to pay today: check or card?" Never assume a patient is unable to pay.

Whichever scripting you use, speak confidently and concisely. If you are asking a question, be sure the patient responds. Don't let the silence win. Your patient, at this point, should have already been informed of the costs and expectations.

4. Systems and consistency

Create a protocol and timeline for collecting accounts. Send statements every 10 to 15 days for outstanding accounts (avoid the conventional 30-day billing cycles) -- the more frequent the better.

How many statements will patients receive before they get a "warning" letter? How many letters will they receive before the account is turned over to an attorney or collection agency? Your patients must receive consistent statements each month with eventual escalations for you to be successful in obtaining payment.

5. Be kind

At the end of the day, remember to be kind. Kindness truly does go a long way. You are providing your patients with financial information prior to them having work completed as a courtesy, so they know what to expect. You are not giving them this information because you are a money-hungry dentist. While, yes, we do have a business to run and jobs to do, we genuinely care about our patients and their well-being. When a patient sees that you care, you generate value, respect, and loyalty from that patient.

Collecting payments does not have to be a dreaded task. If it's done with each appointment, you will have fewer of these frustrating duties and will be able to focus your attention on taking care of your patients. After all, you did not choose this profession to hound patients for money.

Jill Shue is the administrative and insurance lead trainer for Custom Dental Solutions. She can be reached at Jill@CustomDentalSolutions.com.

The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.