Here are several factors, common to many dental teams, that are areas where improved communication within the team would benefit the practice and its patients.

1. The dental team may believe they communicate well, but it does not mean they’re maximizing efficiency. The opportunity, for example, to communicate that there is open time in the schedule, and that if a patient needs additional treatment and is willing to stay for it, they can be accommodated, can fill in for no-shows, last-minute cancellations, or non-scheduled appointments.
2. The front and back often do not know what the other one is doing or thinking. The classic example is when front desk people place emergencies in the schedule, upsetting the dental assistants, creating chaos and rushing in the clinical area. Not to mention, patients having to wait for appointments because the back is literally “backed up” when the emergency patient arrives. Emergencies have an approximate 98% case acceptance rate and contribute heavily to production but should not blow up the schedule on a regular basis.
3. If one person or group does not follow the practice systems or protocols, then it creates a cascade of other problems in the practice. It is like the Zen question if a butterfly flaps its wings in New York, does it create a tsunami in Asia? In some cases, one violation of practice systems without asking or communicating with other effective team members will create a tsunami in the practice schedule.

Here are several opportunities to improve communication in these areas easily and quickly.

1. Have a well thought out set agenda for the morning meeting. The morning meeting is critical for efficiency and good communication. If you do not have the right agenda, then having a meeting will not make a difference. The agenda should include key communication items, such as the next open appointment (so everyone is aware and does their part in filling it), emergencies that contacted the office that morning, any scheduling issues or breakdowns that might take place during the day, expected interruptions, etc. These are not the main focal points but they are still critically important.
2. Whenever you communicate with another team member start by stating the topic. “Mary, Mrs. Jones needs to come in for an emergency this afternoon.” This allows the person to immediately understand and focus on the task at hand. By starting with the topic, you eliminate any misunderstanding about what subject is being discussed and what the request is.
3. Wait for the answer. If you communicate information to another team member, take a breath and wait for them to respond. In the above example, the answer may not be to schedule Mrs. Jones in the afternoon, or it may be essential and requested by the doctor. Either way, wait for the answer to ensure that the communication has been delivered in both directions. You may receive information such as, “Tina, I can schedule Mrs. Jones for this afternoon, but it does mean that we will be in a time crunch between 3:00 and 3:30.”
4. Communicate the most important things first. We often see a communication where the trivial items are communicated at the same time and level as the important items. Everything is not equal, and topics need to be prioritized. For example, dealing with a patient that is running late right now and informing the front desk is more important than mentioning something that might be happening two or three days later. Prioritize which items you want to communicate, start with a topic sentence, and wait for a response.

SUMMARY

Efficient communication is not only beneficial in reducing stress and chaos, but it can increase practice production in some cases by as much as 15%. Communication allows all practice systems to be carried out. You need excellent systems, but then you need to communicate around those systems, especially the exceptions.

There will always be exceptions, but these can be managed far better in an environment where everyone is communicating openly, clearly and completely.

ABOUT THE AUTHOR 

Roger P. Levin, DDS is the CEO and Founder of Levin Group, a leading practice management consulting firm that has worked with over 30,000 clients to increase production. A recognized expert on dental practice management and marketing, he has written more than 60 books and over 4,000 articles and regularly presents seminars in the U.S. and around the world.

To contact Dr. Levin or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit www.levingroup.com or email rlevin@levingroup.com

New patients are the lifeblood of any practice, and almost every new patient has their initial live interaction with a member of the practice team during the new patient phone call. Most offices focus on structuring the new patient phone call to welcome the new patient, make an appointment, and get the necessary information.

This is not bad, but nor does it build value. It is more of a rote or perfunctory behavior where the staff member goes through the standard motions while being nice to the new patient caller. But again, it does not build value. Building value in the new patient phone call becomes critical if there is an emphasis on increasing new patient production.

The primary objective of the new patient phone call should be to build value, and this can be accomplished while also making the appointment and deriving the necessary information. These logistical aspects should be wrapped into a value-based process where the new patient caller comes away with more information, motivation, and excitement about the practice than before they made the call.

As always, scripting is essential. The first step in creating any script is to make a list of key points you want included in the call. These should include:

• Communicate the brand of the practice: What do you want to be known for? If you want to be known for high-end dentistry, family dentistry, convenient hours, excellent location, participating with all insurance plans, participating with no insurance plans, or so on, your brand statement should be created and communicated to every new patient.
• Express the high level of customer service that can be expected: Welcome them. Let them know that you enjoy meeting new patients and that the practice will do everything possible to create a wonderful experience for them.
• Focus on convenience: People will no longer tolerate inconvenient appointments, which often lead to no-shows. Let the patient know that you would like to find a convenient time and then work to achieve that result.
• Be sure to ask who referred them and compliment the referral source: The new patient thought enough of the referral source to call your practice and make an appointment, so when you complement the referral source, which is often a family member or friend, it reinforces the positive nature of the practice.
• Engage the new patient in conversation: Anything you can learn about the new patient can be added to the patient record and used in conversation when the patient comes to the office. The more conversation you have with a new patient, the more likely they are to keep the appointment and accept recommended treatment once it is identified. The goal is ultimately to make your patient your friend, and the new patient phone call is the beginning of that process.
• Finally, be sure to ask the patient if they have any questions: You don’t want them hanging up and then thinking about things they might want to have asked. They may want to know about their insurance or whether you have certain services. By working through questions with the patient, you develop value and a positive relationship.

If you turn these points into a script and ask the front desk team to use it every time with new patients, you will be guaranteed to be imparting a much higher level of value that will result in higher production, higher referrals, and more satisfied patients. And keep in mind that new patients have the highest production of all patients in the practice.

Dr. Levin is the CEO and founder of Levin Group, a leading practice management consulting firm that has worked with over 30,000 practices to increase production. A recognized expert on dental practice management and marketing, he has written more than 60 books and more than 4,000 articles and regularly presents seminars in the United States and around the world. To contact Dr. Levin or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit levingroup.com or email rlevin@levingroup.com. 

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Carson Smith, president of the class of 2022 at the University of Florida College of Dentistry (UFCD), has won a scholarship from the Pierre Fauchard Academy Oral Health Foundation.

Recipients are selected based on their potential for leadership and their participation in the dental school and community. Integrity, imagination, initiative, and communication skills are considered as well.

UFCD noted how Smith is an active volunteer in the community, providing oral healthcare to the underserved, as well as his work at UF Health’s COVID-19 vaccination sites. Smith also revamped the “big/little” class mentoring program’s reveal, UFCD said.

Additionally, Smith is president of the college’s Dental Ambassadors, who are the official student representatives of the college at major events including the Florida Dental Convention and Dental Fall Weekend.

Smith also represented the college at the Hinman Student Research Symposium in 2019, where he won the National Student Research Group President’s Award for outstanding efforts in student research.

Further, UFCD said that Smith can be found spreading cheer around the college when he’s not in class, with patients, or researching and tending to class president obligations.

Smith has delivered candy as the Easter Bunny, passed out candy canes in December, sent holiday cards on behalf of the class, and organized outings for his classmates.

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When I ask dentists about how happy their patients are, I am always told that they are “extremely happy.” The same answer comes from the dental team.

I suspect most patients are happy. But I’ve also come to believe that some of this unbridled belief in patient happiness comes from the optimistic perception of the doctor and team and the pride they have in their practice and the work they do.

Unfortunately, it’s only the patient’s perception that counts. The truth is that most practices don’t have any type of customer service assessment. This makes it next to impossible to really know how many patients are truly happy.

Again, I suspect it is the majority. But there is the question of what percentage is not happy or less than happy. Is it 2%, 5%, 8%, or 12% or more? The simple way to find out is to follow up with the patient.

Follow-Up Is a Standard Part of Business

Many five-star customer service businesses follow up regularly with their customers. I was recently a guest presenter of a seminar at the Ritz-Carlton. I had a full 24 hours at the Ritz where I had dinner, used the gym, went to coffee shop, and shopped at the gift shop. When I returned home, I received an email survey that asked 10 questions about my stay at the hotel. 

We have come to almost expect to be asked to complete a survey after conducting business with a product or service company. Although I filled out the survey and was pleased with my experience, it didn’t necessarily add to my feeling of loyalty, appreciation, or bonding with the Ritz-Carlton hotel chain.

There’s nothing the hotel did wrong, but there was no relationship enhancement in the email that I received. It felt one-sided and did not enhance my relationship with its brand. It wasn’t a bad way to find out how guests felt about their experience at the Ritz-Carlton, but it wasn’t necessarily a relationship building opportunity. Follow-up is good, but great follow-up is a game changer.

Dental practices should start thinking of great follow-up as a standard part of their patient relations. The single best approach to follow-up is to make a phone call and have a live conversation. It will not only help the practice acquire information from a customer service standpoint, but it will also add to the relationship with the patient and increase patient longevity, bonding, and loyalty.

Consider three strategies for follow-up phone calls: the evening phone call from the doctor, the next-day call from staff, and calling dissatisfied patients.

The Evening Phone Call from the Doctor

The single best way for a dental practice to assess customer service and follow up with patients is to make an evening phone call. The evening phone call made by a doctor is powerful. Dentists who make evening phone calls typically have better practices, higher patient longevity, and better patient relations. Think about it from the patient’s point of view. The highest authority in the practice, the doctor, is calling to see how they are doing.

The Next-Day Call from Staff

There should be time set aside every morning for a staff member to reach out to patients by phone. Most of the calls will go to voicemail. However, voicemail is fine if a scripted message is left indicating that the practice is calling to check on the patient. Remember, the goal is not only to assess the customer experience, but to also send a message of caring.

Any responses from patients that are less than excellent should be noted in a logbook and, if possible, addressed. Otherwise, the goal is to look for any level of dissatisfaction and any trends. For example, was it reported by several patients that the practice ran late, someone was rude, or the doctor seemed rushed? There should be a meeting held around how to improve any area of patient dissatisfaction.

Call Dissatisfied Patients

If there is a patient complaint on the day of treatment, it should be reported to the doctor before the end of the day. We encourage doctors to reach out that evening to contact the dissatisfied patient, who may at this point be thinking about leaving the practice.

The doctor must listen to the patient to understand the situation and let them know what will be done to correct things. This will help to reduce the number of patients who leave due to dissatisfaction.

Your Turn

Very few practices follow up with patients to assess customer satisfaction, and even fewer conduct great follow-up using phone calls. The benefit of following these actions is that patient loyalty, bonding to the practice, and longevity will all increase. Within a few short years, the patient base will be larger than it would have been otherwise, which always translates into higher practice production.

Dr. Levin is the CEO and founder of Levin Group, a leading practice management consulting firm that has worked with over 30,000 practices to increase production. A recognized expert on dental practice management and marketing, he has written more than 60 books and more than 4,000 articles and regularly presents seminars in the United States and around the world. To contact Dr. Levin or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit levingroup.com or email rlevin@levingroup.com. 

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The British Dental Association (BDA) is promoting a free set of downloadable Makaton prompt cards to help break down barriers in communication with patients in support of Learning Disability Awareness Week, June 14 through June 20.

Makaton Library visitors can create a free login and then search for “Your dental appointment.”

Makaton is a unique language program that uses symbols and signs alongside speech to enable people to communicate more effectively, the BDA said, adding that all people with learning disabilities should have the support they need to access dental care. More than 100,000 children and adults use Makaton symbols and signs.

This tool can be used to support communication in day-to-day practice. To highlight these resources, the BDA has collaborated on a short film about the experience of someone with a learning visibility visiting the dentist, available on YouTube.

The film features Charlotte Waite, senior community dentist and chair of the BDA’s England Community Dental Services Committee, and Gary Parker, an actor with a learning disability who is part of the MiXit theater group.

The collaboration has been led by Health Education England and supported by Amanda Glennon, a Makaton tutor and ambassador, and Helen Laverty, MBE, University of Nottingham professional lead for learning disability nursing, and the BDA.

“I was delighted to be asked to support this project. Figures provided by Health Education England indicate that there are over 1.2 million people in England who have a learning disability. It is also important to recognize that many adults, as well as children, will benefit greatly from communications tools like Makaton,” Waite said.

“A number of patients with a learning disability will visit a high-street dentist. By taking some time to learn a few of these Makaton signs, you will be enhancing your communication skills, as well as supporting your patients,” Waite said.

“The Directorate of Multi-Disciplinary Dental Education was delighted to be able to participate in the project,” said Rachel Lish, clinical lead for oral health education at HEE North-East England and North Cumbria.

“It has been an excellent example of a multi-disciplinary approach to bring together all of the expertise to develop resources which will assist our dental colleagues in supporting patients with learning disability. This will help make a visit to the dentist a positive and inclusive experience, and we look forward to educating our workforce using the resources developed,” Lish said.

Glennon is the mother of a 15-year-old daughter, Alice, who has Down syndrome and has experienced difficulties in communicating with health professionals.

“If dentists and their teams learned just a few phrases of Makaton, it could make a huge difference for people like Alice. Communications barriers mean that people with learning disabilities often end up with a negative experience of care,” Glennon said.

“At the dentist, my daughter would feel out of control. There is something that is being discussed around here and she’s not being included, she said. The difference in just being able to say, ‘Hello. My name is.’ Even that is enough to help set that person at ease and make the whole experience a lot more inclusive and positive,” Glennon said.

“During the lockdown, the experiences of the fear people with a learning disability have in visiting the dentist has been highlighted, and we want to help turn that around by making sure dentists are aware of good communication aids, strategies, and, more importantly, Makaton,” said Laverty.

“It’s about disabling barriers and enabling environments so that confusing sentences like ‘hop on the chair’ are not used, and the need for clear, concise, and effective communication is used to make the experience a positive one for everyone,” said Laverty.

Many patients are anxious about visiting the dentist, the BDA said, and research has shown that those with learning disabilities also face extra barriers to dental care, including communications barriers, access problems, anxiety, sensory overload, and the concerns of carers or their families. Some of these anxieties have been thrown into sharp relief by the COVID-19 pandemic, the BDA added.

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As clinicians, our competence depends on continually expanding our knowledge and skill set in the art and science of dentistry. It would make sense that our competency as practice owners and leaders would require this same level of study to increase our business acumen.

Gaining knowledge outside of clinical continuing education would afford us the opportunity to run better practices and increase staff engagement, which ultimately translates into a better patient experience. Having a better grip on your business and human capital translates to dealing with less daily stress.

Many of us wouldn’t even know where to begin gathering this knowledge, but it’s as easy as curling up on your couch with a good book. To start you on this journey, here are three books that will get you on the road to better business and less stress.

Profit First

You can begin with Profit First: Transform Your Business from a Cash-Eating Monster to a Money-Making Machine by Mike Michalowicz.

Practice owners are familiar with the “cash-eating monster” part. Wouldn’t it be nice to convert to a money-making machine by following relatively simple calls to action? This well-written book will help you prioritize profit creation, while teaching you how to best manage operating expenses and prepare for future spending. In essence, this is a budgeting book that outlines ways to ensure profitability, while preparing for inevitable spending, like taxes, and unforeseen circumstances.

Admittedly, it’s easier to spend freely while growing your business. The problem is that, without mindful allocation of funds, you may end up spending on low-profit or no-profit areas that won’t provide a good return on investment. Spending mindfulness goes a long way in reducing stress by contributing to the health of the business.

You may be asking if focusing on profit is damaging to patient care and if it would make you a bad dentist. Well, aside from the obvious need to be fairly compensated for your time, if you’re not profitable, you may lack the working capital to add new technology to your practice or provide better dental materials to your patients.

Additionally, it’s much harder to give raises to employees if your business is not financially secure. Stress that comes from staff management is significantly worse when your best team members are wooed by a competitor over a few bucks or meatier benefits packages.

Profitability is important, not just to carry you through the cyclical nature of scheduling, but also to make the practice easier to sell when you eventually decide to retire. In short, being mindful of your spending and profitability are healthy for business and your stress levels.

The One Thing

Next, check out The One Thing by Gary Keller and Jay Papasan.

Simplifying your workload is a great way to de-stress. Dentists are like jugglers trying to keep multiple swords in the air. In addition to running a practice and treating patients, they implement new techniques, new technology, and office remodels all at once.

The One Thing argues that streamlining efforts by tackling the one task that will get you closest to accomplishing your goals is the most efficient way to actualize them. While it sounds simplistic, focusing on the activity that will get you to the finish line faster makes more sense than spreading yourself thin and spinning your wheels.

This book systematically explains how to extirpate busywork so you can focus, each day, on the task that gets you closer to your goals. The mindset and strategy outlined is not only practical but just as effective in the work setting as in your personal life.

What is the one focus you can shift or action you can take that will make everything else easier to accomplish or unnecessary? Well, my answer for you today would be to read The One Thing.

The Five Languages of Appreciation in the Workplace

Finally, read The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People by Gary Chapman and Dr. Paul White.

Want less drama at work? Or maybe some acknowledgement for all you do? Showing appreciation for a family member or friend can be as easy as sending a special gift or thoughtful text. But when it comes to your colleagues and team members, how can you appropriately relay your appreciation in a way that is well received, or even simply acknowledged?

The premise of this book is that, by understanding the personality of each team member and learning how to interact with them in that context, you can reach them on a deeper level.

Based on The Five Love Languages: The Secret to Love That Lasts, Chapman’s 1992 bestselling work, this book outlines different ways people would like coworkers to express appreciation towards them. For example, if your love language is “receiving gifts,” you’re more likely to feel loved when you receive a gift. But it’s also common for people to show their affection in the way they prefer to receive it.

In this example, you may show appreciation to your staff by giving them gifts. Gifts are great, unless the person you’re giving them to prefers “quality time.” They would feel much more valued if you skipped the gift and, instead, engaged them in conversation.

The purpose of learning these love languages is to identify another’s preferred language so you can affirm them in the language they understand. If you’re the type of doc who offers gifts that don’t seem to be appreciated, perhaps you’re speaking the wrong language.

Maybe your staff lights up when you compliment them (words of affirmation) in front of patients or other team members. While understanding these concepts will require some investigation on your part, knowing the love language of individual team members can bolster work relationships.

Your Turn

We all know there is enough on your plate. But what if by focusing on one thing, like spending a little time on your porch with a book, you could develop the skills required to streamline your efforts and reduce your stress? Wouldn’t it be worth the investment of time to increase your profit in peace? The pursuit of knowledge that leads to career enjoyment is a language we can all understand. Grab a book and get to it!

Dr. Dovidio graduated in 1997 from Northwestern University Dental School with honors from the Academy of General Dentistry. She completed advanced training at the VA Medical Center in North Hills, California, where she served as chief dental resident. A certified yoga teacher, Dr. Dovidio lives in Southern California with her husband and two sons and runs Yoga for Dentists, an online community of dental professionals who are interested in healthy living. She offers free content on the Yoga for Dentists YouTube Channel and podcast as well as in a private Facebook group and on Instagram. For a free End of Workday Meditation you can download to your device, click here or visit yogafordentists.net. She can also be reached at josie@yogafordentists.net.

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In the age of the internet, all dental practices need an impeccable online footprint, including a professional website, patient portal, glowing testimonials, and positive reviews across multiple platforms, most importantly Google, Facebook, and Yelp. And now, with people more concerned about their safety than ever, new patients will be looking for dentists who go above and beyond.

For example, last May I very publicly purchased two extraoral suction units as part of a $10,000-plus investment into my Palm Beach office in South Florida, allowing me to better protect my staff and patients from unnecessary risks of COVID-19 infection. This set me apart from other dentists in the area and demonstrated that I was being proactive in ways to make my practice safer than ever.

Here are five of the most important ways dentists can prove to new patients that their practice is the one to choose.

First, be very aware of your online reviews and encourage existing patients to review your practice across multiple channels, such as social media, Google, and Yelp. Encourage patients to be specific in their reviews. Although it is important for them to include that the office staff is nice and the office is clean, discussing exact procedures such as implants or porcelain veneers will demonstrate that your practice is the best fit for the new patients’ specific needs.

Second, have a list of references ready so any potential clients who call the office can talk to real patients about procedures they may have had and their experience with your practice in doing so. To do this, simply check with your happy customers post-procedure and see if they would be interested in sharing their experience with others.

If so, you’ll need them to sign an authorization form that would allow them to be contacted by inquisitors and ensure only information they are willing to share would become available to the public. Keep a record of this list with reception so references are on hand and available to give peace of mind to any new patient who may be interested.

Next, and speaking of which, reception is important! Your receptionist or receptionists are the first people new patients will come in contact with, so it is imperative that you have good help. Beyond just friendly and organized, make sure your receptionists are knowledgeable of the practice.

Instruct them on how to give tours of the office, and be clear of what you would allow potential patients to observe should they want to see your practice in action. Ensure they have pictures, video, and references ready to go, should requests from new patients be made for additional information.

Also, always make sure you are there to provide any support that reception may need. As the face of the practice, you’ll want to assure every member of your team that you always have their back.

Fourth, constantly curate your website and social media to include up-to-date photos and examples of before and after work, especially when it comes to cosmetic and implant dentistry such as porcelain veneer procedures. The more, the better. New patients will want to see that whatever procedure they may be interested in getting is something that you not only do well, but perform often.

Finally, have a list of medical doctors who are patients of your office to use as references. It is important for new patients to see that doctors in various fields trust you to handle their dentistry needs. You may even get lucky enough and have a potential new patient spot a doctor they already know and trust on the list of happy patients that you provide. 

Dr. Josephs practices implant cosmetic and general dentistry with an emphasis on implants, veneers, and complex crown and bridge treatment in Palm Beach, Florida. He is on the staff at JFK Medical Center and is a faculty advisory board member at McGill University’s Faculty of Dentistry. He completed his residency at Manhattan’s Beth Israel Medical Center and Mt. Sinai Hospital and was published in the Journal of the ADA in October 2017. He also is a twice published author, writing Tooth Talk and More Tooth Talk. Learn more at palmbeachdentist.com. 

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Oral health during pregnancy can greatly impact the mother and the fetus. While the physiological changes during pregnancy can certainly cause oral health issues, pre-existing oral health conditions can have an effect on the well-being of the mother and her unborn child.¹

Dental practitioners can help their patients by educating them about the potential impact of pre-existing dental conditions, as well as diagnose and treat dental conditions that can develop with or during pregnancy.

Pre-Existing Disease

Several pre-existing conditions can negatively impact pregnancy. When examining oral health, studies support that pregnant women with pre-existing periodontal disease are at higher risk for compromised pregnancy outcomes including preterm birth, delivery of low-birth-weight babies, and development of pre-eclampsia.²

In fact, women with periodontitis have double the risk of pre-term birth.³ Complications of pre-term birth may include developmental delays, growth reduction, and hearing impairment.⁴ But why does periodontitis cause this to happen?

The gram-negative bacteria in the gingival biofilm leads to inflammatory markers in the bloodstream. These inflammatory markers cause an immune inflammatory response in the fetal-placental unit as well as suppression of local growth factors. This response can generate uterine contractions that may result in pre-term labor and/or babies with low birth weight.^3,5

Oral Health Issues During Pregnancy

During pregnancy, the placenta produces higher levels of estrogen and progesterone. These hormonal changes may lead to increased gingivitis, gingival sensitivity to irritants, and pyogenic granulomas. This is partially due to progesterone increasing the vascular permeability.⁶

Pregnant and/or postpartum women also may neglect their own oral care to focus on the health and well-being of their baby.⁶ This leads to toxic plaque remaining on the teeth and gums long term. Not surprisingly, approximately 60% to 75% of pregnant women have gingivitis.¹

In addition, the vomiting that may occur during pregnancy causes an acidic environment in the oral cavity. The acidity may lead to erosion and decay of the tooth structure.

Lastly, many women are hesitant to visit the dentist during pregnancy. This may be because there is a lack of perceived need, or they may mistakenly believe it is unsafe to visit the dentist during pregnancy.¹

However, research supports that professional dental care during pregnancy is integral to improving oral health.⁶ Additionally, when appropriate pregnancy guidelines are followed, dental care is safe during pregnancy.¹ If possible, a full oral examination is recommended prior to pregnancy to achieve optimum oral health and encourage proper oral care habits at home.⁶

Patient Communication

Dental professionals must effectively communicate the risks of pre-existing disease, such as periodontitis, to their patients who are pregnant or wish to become pregnant. Recommended conversation starters may include:

• The bacteria in your mouth impacts the rest of your body and can actually lead to pre-term labor. Let’s work together to treat your periodontal disease so you can have a healthier pregnancy and baby.
• I know you are planning to have children soon. Did you know that the bacteria that causes your periodontal disease can negatively impact your pregnancy? With proper treatment and home care, we can work together to manage your periodontal disease

For pregnancy gingivitis, dental professionals may say something like:

• During pregnancy, your hormones may cause your gums to be more susceptible to swelling and irritation. It’s really important that you keep plaque under control. Try by brushing with an oscillating-rotating toothbrush such as the Oral-B iO and an antimicrobial paste like Crest Gum Detoxify.

The patient and dental professional must work together to stop this cycle before it begins with diligent daily oral hygiene: brushing and interdental cleaning, getting regular oral health checkups, and properly treating periodontal disease early. Oral hygiene in pregnant women can be improved by amplifying their oral care routine at home with the proper oral care products.

The primary factor for gingivitis in pregnant women, toxic plaque, can likely be ameliorated by improved hygiene including the use of antimicrobial pastes such as Crest Gum Detoxify, antimicrobial rinse like Crest Pro-Health Multi-Protection Clean Mint, and optimal mechanical plaque control via an electric rechargeable toothbrush with a round head, like the Oral-B iO.

Moreover, pastes that include stannous fluoride such as Crest Gum Detoxify can prevent the erosion that may be caused by the acidic oral environment during pregnancy. Helping your patients to take good care of their mouth, teeth, and gums during pregnancy can help them to have a healthy pregnancy and a healthy baby.

References

1. Hartnett E, Haber J, Krainovich-Miller B, Bella A, Vasilyeva A, Lange Kessler J. Oral Health in Pregnancy. J Obstet Gynecol Neonatal Nurs. 2016 Jul-Aug;45(4):565-73. doi: 10.1016/j.jogn.2016.04.005. Epub 2016 Jun 6. PMID: 27281467.
2. Daalderop LD,Wieland BV, Tomsin K, Reyes L, Kramer BW, Vanterpool SF. Periodontal disease and pregnancy outcomes: Overview of systematic reviews. JDR Clinical & Translational Research 3:10-27.
3. Manrique-Corredor EJ, Orozco-Beltran D, Lopez-Pineda A, Quesada JA, Gil-Guillen VF, Carratala-Munuera C. Maternal periodontitis and preterm birth: Systematic review and meta-analysis. Community Dent Oral Epidemiol 2019; 47:243-251.
4. Ward RM, Beachy JC. Neonatal complications following preterm birth. BJOG. 2003 Apr;110 Suppl 20:8-16. doi: 10.1016/s1470-0328(03)00012-0. PMID: 12763105.
5. Puertas A, Magan-Fernandez A, Blanc V, Revelles L, O’Valle F, Pozo E, León R, Mesa F. Association of periodontitis with preterm birth and low birth weight: a comprehensive review. J Matern Fetal Neonatal Med. 2018 Mar;31(5):597-602. doi: 10.1080/14767058.2017.1293023. Epub 2017 Feb 28. PMID: 28282773.
6. Yenen Z, Ataçağ T. Oral care in pregnancy. J Turk Ger Gynecol Assoc. 2019;20(4):264-268. doi:10.4274/jtgga.galenos.2018.2018.0139

Ms. Jordan is a graduate of Westbrook College, UNE, dental hygiene, where she worked as adjunct clinical faculty for nearly 10 years and now serves on the advisory committee. She holds a master’s degree in organizational leadership and worked in private practice until 2001, when she became an employee of Procter & Gamble (Crest + Oral-B). She has held several positions for the company and currently holds the role of global professional & scientific relations. She has contributed to the Darby Walsh dental hygiene textbooks and has lectured locally to dental professionals, as well as students and faculty. She can be reached at jordan.ba.1@pg.com.

Dr. Gans graduated from the Ohio State University’s College of Dentistry in 2013 and completed a general practice residency at Saint Vincent Charity Hospital. She practiced dentistry in her hometown of Cleveland, Ohio, prior to joining Procter & Gamble in 2018. She is currently a P&G Professional and Scientific Relations Manager for Crest + Oral-B. Her goal is to teach dental professionals about the recent advances in paste and power brush technology to help improve oral health. In her free time, she enjoys spending time with her friends and family. She has five siblings including an identical twin who is also a dentist.

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So many of us grew up playing sports, including me. As a child and young adult, I enjoyed participating in sports for the competition as well as the camaraderie. Sports taught me to push myself to achieve my goals. I have some great memories, and I also learned some excellent lessons that I have carried with me through to adulthood and into my career. The biggest lesson I learned from playing sports is how important it is to be a real team player.

Playing sports as a kid is an opportunity to make friends, learn strategy, and, of course, stay healthy. But one of the best lessons that sports teaches us is that good teamwork can make the difference between being number one and being on the bottom of the heap. As children, we may not fully understand this. But as adults, we can look back on our experiences and realize how they really prepared us for the future.

When you are part of a team, you learn to put the needs and goals of the team ahead of yours. At the same time, you learn that pursuing the team’s goals often helps you in achieving your own. For instance, you can be the best player on the team. But if you don’t work with your teammates and respect the skills they bring to the table, you jeopardize the win, and you certainly won’t be nominated for MVP.

This same lesson applies to the workplace, especially when you own a business. Some business owners can be inflexible and have a tendency to micromanage, which is understandable given the amount of blood, sweat, and tears that goes into running a company. But the most successful entrepreneurs are those who trust their partners, collaborators, and employees, having faith in their abilities and the roles they play in achieving the company’s goals.

Another thing that successful team players understand is that you can always learn from those around you. Each team member has a special set of skills that makes them good at what they do and an important contributor. This same way of thinking applies to achieving business goals as well. I learn from my partner and the My Dental Agency (MDA) team every day. We work in harmony, and everyone respects the skills and knowledge of their coworkers. We couldn’t be the successful and growing company we are today without every single person’s contribution.

I also see these lessons carry over to client relationships. Over the years, I have had the pleasure to work with many dental practices, each one unique in its own right and with something special to offer. Not surprisingly, the practices that typically benefit the most from their relationship with us are the ones that think of MDA as a part of their team rather than just another vendor. The practices that open up to us and allow us to work with them on a more personal level end up seeing the best results because they realize that success is a team effort.

When the dentist understands that to take their practice to the next level they need to help us help them, it can make all the difference. If the dentist is truly engaged when we are consulting with them, providing insight into their aspirations, it gives us so much more to work with and greatly increases the odds that our ideas and strategies will hit the mark. We are happy to take the ball and run with it, but we have a much better chance of scoring when we work together on the game plan first.

Working together as a team makes each player better, whether it results in a W or it doesn’t quite go as planned. Communication and planning are essential to increase the chances for success. In essence, when we work as a team, within the company and with our clients, we all win. Successes are sweeter and failures are a lot less bitter when they are shared.

With more than a decade of experience in corporate dental laboratory marketing and brand development, Ms. Ulasewich–Cullen decided to take her passion for the dental business and marketing to the next level by founding My Dental Agency. Since starting her company, she and her team have helped a wide variety of practices all over the nation focus their message, reach their target audience, and increase their sales through effective marketing campaigns. She can be reached at (800) 689-6434 or via email at jackie@mydentalagency.com.

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Leading a dental practice usually means having to juggle between staff and patient satisfaction. If you have a dental practice, or maybe manage one, this issue will definitely hit close to home.

How can you keep patient experience on a high level and manage your workforce while scaling and growing your dental office at the same time?

Luckily, today’s technology advances allow for a more streamlined and automated process, taking trivial day-to-day tasks off your staff’s hands and letting tools take care of them. This way you give your staff time to focus on what matters most—your patients.

Let’s see how 2021 is developing for dentistry and what you can do to scale your dental practice this year.

Strong Company Culture and Patient-Centric Values

A shout out to all dental practice owners out there—the success of your dental practice business directly correlates with your ability to make both your staff and clients happy.

The best way to do that is to lead by example. And not just you. Your entire team should be on board and share the same values regarding workplace etiquette and dealing with patients. Doing this will create a feeling of belonging in a company, which is crucial to decreasing employee turnover.

The COVID-19 pandemic changed a lot in workforce management. Most notably, it unraveled a need to give more power to your staff. Employers are becoming aware that they’re not paying for seat warmers, but a job well done.

More than 66% of workers think flexibility is the top benefit of shift working! As a dental practice owner, this should give you a clear picture of the importance of incorporating flexible schedules.

Automated and Digitized Daily Operations

On the subject of keeping your staff happy, our first tip is to keep up with the latest workforce management technologies. There are quite a few tools out there that can simplify repetitive administrative tasks and let your staff focus on patient care.

The idea behind automation and digitalization in workforce management is to reduce the possibility of human error and create a more agile and efficient dental practice where your staff can provide outstanding patient care instead of doing paperwork.

Next, instead of filling out patient registration forms in person, you can introduce digital forms that your patients can fill out and submit through your website before coming in for their appointment. Doing so will reduce reception waiting time and prevent an overcrowded waiting room.

Another area you can automate is appointment reminders and follow-up emails or text messages. These reminders will help you avoid no-shows, but sending them out is a time-consuming task that’s better left to technology.

A Centralized and Streamlined Workflow

Having a centralized communication channel is crucial for ensuring everyone is up to date. It doesn’t matter if your staff members are in the office, on the go, or temporarily in isolation. They should always stay connected.

Apart from organized internal communication, you’ll also need to have structured job roles and responsibilities. Each staff member has to know:

• What their function and position is in the company
• Where they are in the organizational hierarchy: who their superior/subordinate is
• How to access data or files necessary for their daily work
• What channels to use for internal versus external communication
• Who their contact person is for questions in different areas, such as HR or finances

Finally, you’ll need a centralized storage location to access patient records and other documentation, with designated staff access. Preferably, upload and keep your files in a cloud instead of the usual file cabinets or local devices. It will help you prevent unauthorized access and accidental file loss or misplacement.

Enhance Patient Experience and Convenience

Expanding your service range to fit different patient needs will significantly improve your patient experience. But, be realistic when it comes to skills and capacity. Try not to spread yourself too thin, and don’t exhaust your staff. The bulletproof way to expand your service range is by asking your patients what they need and checking out what your competitors offer.

Next, try to improve the ease of communication and appointment-setting. Make it possible to book an appointment via a text message instead of by calling. Text messages (SMS) have an incredible 95% open rate, while emails have only 18%. Plus, an SMS from your dentist feels so much more personal than an email.

Or, why not provide online booking on your website? It will be more convenient for your patients, decreasing the workload of your staff at the same time.

Lastly, offer different payment methods such as paying in installments and the possibility to pay with a card, cash, or check. In dentistry, money can be a genuine concern, so offering various financing options will immensely help your patients. Think of it this way. Your patients definitely won’t come back if they cannot afford your treatment.

Continuous Staff and Patient Education

Don’t underestimate the power of continuous education. Investing in your employees through different seminars or training will increase staff satisfaction and reduce employee turnover. That, in turn, will decrease recruiting and onboarding costs, saving you money in the long run.

Quality employees will want to advance, not just vertically within your dental practice, but also in their skills and future possibilities. So, give them the chance to do that.

However, it’s not just staff education that matters. Educating patients in a language that’s approachable and easy to understand is also vital for your dental practice. Patient education is one of the best ways to take the fear out of the entire “going to the dentist” moment. The best way to give value to your patients is by creating helpful content.

Being consistent in sharing valuable content will help you acquire new and retain current patients. For example, write blog posts on different topics, share them on your social media accounts, and create brochures, infographics, or even short, bite-sized educational videos.

Up Your Digital Marketing Game

Having an established online presence is of utmost importance if you wish to keep up with dentistry trends in 2021. Remember that your voice and branding should be consistent throughout all social media channels. You have to stay recognizable.

First, develop your unique selling proposition (USP). What value do you give to your patients? What makes you different from the rest? Why should they come to you?

Once you can elevator-pitch your practice, it’s time to check if your website is user-friendly and easy to navigate. Ensure you have a section with patient reviews since “social proof” is a powerful marketing weapon.

The next thing you can try is email marketing to improve the doctor-patient relationship. But don’t spam your patients. Instead, send them content that will be of value. Doing this will create trust and make your patients see you as an authority in the dental world.

And finally, always give value to your patients. As we’ve mentioned above, you can start a blog to educate your patients about common dental problems and concerns. Helpful content is the best way to gain your patients’ trust and loyalty.

Conclusion

Given these points, we feel it’s obligatory to mention patient and staff safety as an area that’s not new, but should be reinforced now more than ever.

From following COVID-19 protocols to sterilization and correct patient histories, the health and safety of your patients and staff should always remain your priority.

In this area, your goal should be to minimize the possibility of any adverse occurrence. You can do that by setting clear quality and safety standards that you and your staff will maintain consistently. You’ll notice that this will also make patients feel safer coming into your dental practice.

Hopefully, now you can find that golden middle ground and organize your dental practice in a way that provides the both of best worlds—happy staff and satisfied customers.

Mr. Press is a content marketing manager at Deputy, a robust scheduling software that can be used to manage your workforce in a wide variety of different industries. Aside from helping businesses reach operational efficiency, he keeps up to date with the latest trends in SaaS, B2B, and technology in general. He can be reached at linkedin.com/in/seosydney/.

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