Money – Page 2

Ethics videobites

March 28, 2012 By Trish Walraven 2 Comments

Today’s video from “The DEZiree Show,” produced by DentalEZ, like most dental humor, is almost there:

So you watch this clip, then you wonder, how many hygienists in job-saturated markets don’t even have the luxury of being able to wrestle with these sorts of ethical dilemmas? They’re just happy to have an income. And if you don’t want to work faster than you should, there’s the door, honey. We’ve got five more hygienists waiting for your position when you leave.

If you must ever make a decision to follow your halo out of a practice like that, remember, there are also dentists who would rather have ethical hygienists than ones who will do whatever they’re told to do regardless of whether or not it’s best for patients.

Just please, promise yourself, you will never, NEVER, consider taking a personal day to go watch a movie, especially NOT the upcoming Twilight one, like DEZiree is pretending to skip out for. Eyes will roll as your credibility sinks beyond all hope.

And a shirtless Robert Pattinson is just one of those things you can’t unsee.

Quantum leap year

February 29, 2012 By Trish Walraven 1 Comment

Imagine that you are back about two decades ago, watching one of the most popular sci-fi shows on primetime television:

Theorizing that one could earn over one million per year for a lifetime, Dr. Mike Kesner led an elite group of dentists into the Arizona desert to develop a top secret project, known as QUANTUM LEAP. Pressured to prove his theories or lose funding, Dr. Kesner prematurely stepped into the Project Accelerator and vanished. He awoke to find himself working only two days per month, opening multiple practices, and facing a mirror image that often wore dresses. Fortunately, contact with his consultants was made through brainwave transmissions via Art, Debi, Logan, Barbara, and Greg, who appeared in the form of holograms that only Dr. Kesner could see and hear. Trapped within the grip of dentists fearful of change, Dr. Kesner finds himself leaping from dental practice to dental practice, putting things right that once went wrong and hoping each time, that his next leap will be the leap to one billion dollars.

Is Mike Kesner the new Scott Bakula? Yes, but only if you ignore the fact that Bakula later starred in Star Trek: Enterprise and let all his sci-fi potential curdle out into TV irrelevance.

I say this because over the past weekend as I was whisked off to Scottsdale to stay in the va-va chic retro Hotel Valley Ho with the rest of our dental team, the only prior connection that I’d ever made with Dr. Kesner was on the computer. Our practice has been working with Quantum Leap consultants for a few months now, trying to improve our case acceptance rates, increasing our net; you know, having to look at the money side of dentistry. Any time we had a lapse in the schedule, I’d hear a wuh WAH wuh WAH charliebrown adult murmuring from the op across the hall, or I’d pull my own training module up in front of PracticeWorks from the internet and learn tips and techniques from the video and audio recordings that Dr. Kesner has preserved for his clients. We’d all seen him by now, explaining how his systems work to make dentistry less stressful and more profitable.

But there were no special effects, no smoke, no superstar moments, no promises even. When Dr. Kesner and his consultant team hit the stage this weekend they mentioned that it wasn’t even about pearls. You don’t make big changes with pearls. You make changes with systems, and by tapping into the world of the average person, where the bread and the butter of dentistry lies, and fill the needs that patients want you to fill. People have the internet these days, can’t they diagnose their own need for a root canal?

That’s not the point though, because of course you’re going to use your own best judgement when planning treatment. And you should never compromise the care that you provide to people. Bottom line is that as long as your patients know that you’re listening to them, they’re more likely to trust your opinions and to move forward with care. There is a LOT of shady dentistry being reported lately, what with Medicare fraud and other things like the dental chain on the other side of town that seems to aggressively treat decay that your Diagnodent can’t find when patients visit your office for a second opinion.

In honor of Leap Year Day, then, I’m doing this plug for Quantum Leap Success in Dentistry. Not because I’m getting paid by my boss to bring them more business or that anyone put me up to it. I’m giving them a plug because I actually have hope. Hope that Quantum Leap will improve the culture in our practice, and hope that it will preserve the joy I get from the honor of taking care of our dental patients.

And also because at the next meeting Dr. Kesner mentioned that he might be putting on lipstick and stilettos.

Paper behaving badly

January 3, 2012 By Trish Walraven Leave a Comment

I never trust faxes.

Except for the occasional antiquated piece of paper that requires a signature that can be penned and sent right back, most of the spam that dribbles out of our office fax machine is a waste of a phone number. And sometimes we’ll even get a fax from someone who is apparently trying to steal our money.

Like this one:

Did you get this fax today, too? Seems like a lot of dentists throughout the country were targeted by some idiot that has never watched TV. Like, duh, don’t you know that there are all sorts of safeguards in this country against scam artists? That sooner or later when you pick up any checks that were mailed to your post office box and then when you deposit one, don’t you think that someone will be watching you?

Okay, so unless the American Dental Association has outsourced its money handling to another part of the country (and they’re not asking for your state and local dues anymore!), it’s pretty safe just to ignore this fax. Or, if you’re feeling creative, you can use it to test the rat-smelling of your business manager, but I wouldn’t recommend the possibility of throwing away over $500 just to reinforce something you probably already know.

Thanks to Dr. Craig Harder for sending me this copy so that I can chuckle at the stupidity of its sender, and possibly warn a few of the less-savvy users of heavy office equipment that the faxes they receive may not always behave themselves.

You have been naughty, fax machine. Time to shut you down.

Jan 19, 2012 UPDATE:

The ADA sent out this eMEMO today:

On January 3, all ADA member dentists with an email address in our database received a special communication from the ADA to alert them about fraudulent invoices that were faxed to many dental offices. As follow-up, we are providing members with an update on what has occurred since our initial communications.

Background

On January 3, a number of member dentists contacted the ADA regarding the fraudulent invoices, prompting the Association to distribute an alert that afternoon to member and nonmember dentists, leadership and staff at state and local dental societies, recognized specialty organizations and other organizations and individuals within the dental community. A standby statement was also prepared for the media.

The alert stated that the ADA does not use fax communications to collect membership dues, and that the ADA does not sell, rent or publish in any way the fax numbers of current or former member dentists in our database. Additionally, all dues invoices for tripartite members are mailed from state or local dental societies, and invoices for other ADA “direct” membership categories are sent by mail as well.

The fraudulent fax appeared to be a standard invoice that asked the recipient to send a $575 payment to the American Dental Association/ADA Association, Membership Processing Dept., P.O. Box 1403, Brockton, MA 02303-1483.

Dentists whose offices were in receipt of a fax as described above were advised to not respond or send payment to the P.O. box.

In a statement from ADA Executive Director Dr. Kathleen O’Loughlin, “Getting the word out and taking steps to protect our members have been our top priorities,” adding that there was no breach of ADA information or member data.

Update on actions by the ADA
The ADA has continued to work closely with U.S. Postal Service authorities. The following is a brief summary of what has occurred to protect our members:

On Jan. 5, within 48 hours of hearing about this issue, the ADA filed a civil action in the Boston federal court that issued a temporary restraining order (TRO) requiring that any mail sent to the P.O. box to be held by the U.S. Postal Service and not made available to the individual renting the P.O. box.

On January 17, the TRO issued previously was converted into a preliminary injunction, and the file has been unsealed.

The U.S. Postal Inspection Service is considering instituting an investigation, and has also referred the matter to the U.S. Attorney’s office in Boston for possible criminal prosecution.

What to do if you received one of the faxed invoices
Do not send a payment. Additionally, if you still have a copy of what you believe may be a fraudulent invoice, please forward it to Tom Elliott, deputy chief legal counsel, by email at “[email protected]” or by fax to 312.440.2562, along with your name and ADA number.

What to do if you sent a payment to the P.O. box
So far the Post Office in Brockton has received more than 170 pieces of mail to the P.O. box. It is hoped that the action the ADA took to seal the post office box occurred before any checks were received, as the box was empty when it was sealed on January 5.

•As a precaution, if your office has sent a check to the P.O. box, we encourage you to “stop payment” on the check. While there is normally a small cost associated with this, there is also the comfort of knowing your check cannot be cashed.
•We also ask that you contact the ADA Member Service Center at 800.621.8099. ADA staff is assembling a list of dentists known to have sent checks so we can communicate with and reconcile records with the U.S. Post Office. You will be asked to complete a release form that will allow us to verify if the P.O. box has received a check from you. Additionally, we are told the U.S. Postal Service plans to communicate directly with those individuals who have sent mail to the P.O. box.

Dentists are urged to share this information with all staff on their dental team and direct further questions or concerns to the ADA Member Service Center at 800.621.8099.

Mis-Aligning with Groupon

December 5, 2011 By Trish Walraven 4 Comments

Guess what? If you’ve ever signed on to participate in a Groupon-type social marketing coupon you may be convicted of Dirty Dancing with the Devil, otherwise known as fee-splitting. And Align Technologies will have none of it. Just to make sure you know that they’re watching you, this memo was sent out to all Invisalign providers today:

December 5, 2011

Dear Doctor,

A small number of Invisalign practices have recently elected to offer their dental services and Invisalign treatment specifically through social coupons such as Groupon and Living Social. In response to this marketing practice, Align has received a number of complaints from other Invisalign customers who highlight that Invisalign is a rigorously regulated class II medical device which requires specialized medical training and a doctor’s prescription. As neither Invisalign nor the associated dental services are generic commodities, these Invisalign customers feel the use of social coupons is not in the patient’s best interests, and is unethical and demeaning to the dental profession.

We agree. In fact, Align does not endorse the arbitrary sale of dental services and Invisalign treatment through social coupons and is not a party to any such offerings. Align believes that the interests of both prospective patients and the practitioner are best protected by requiring a patient examination to confirm a patient`s suitability for Invisalign treatment before extending an offer to treat. Because both your services and each Invisalign treatment are unique (like the needs of each patient), we do not believe that either are appropriate for the web-based, group-buying social coupon process.

You should also be aware that the laws of most States prohibit practitioners from splitting fees with third-parties or non-practitioners. In response to the increase in the sale of medical services through social coupons, there is a growing sentiment that the sharing of fees between a doctor and social coupon sponsor may constitute such an illegal fee splitting arrangement. As a result, we encourage all Invisalign practitioners who may be considering participation in the social coupon process to consult with their attorney to evaluate the legal risks associated with such a transaction.

We hope you find information on these issues helpful. Because the dental services environment is evolving almost as rapidly as the technology itself, we intend to keep you current with our assessment of the latest trends so you can better achieve your practice goals. If you have any questions or comments, please contact your Invisalign representative or email us at [email protected].

Best Regards,

Dan Ellis
Vice President, North America Sales
Align Technology, Inc.

So dude, if you’re going to try and get new customers with Groupons, just don’t promise to do any actual dentistry! Offer patients something unique that you don’t need a license for, like this suggestion that was offered here at DentalBuzz a few months back!

If not, you’re probably better off using this method of get-’em-in-the-door marketing:

Hey, it’s your choice!

The Affluent Hygienist: What I Sold Today

October 28, 2011 By Eva Watson 2 Comments

During our clinical careers, most work hours trudge along in that low-production, uneventful kind of way; the clock ticks in the same, annoying drone when a prophylaxis is performed. You could have sworn you saw the same, greasy-looking hamburger and french fries cloud in the sky you observed yesterday during a failed attempt at sealant lecturing, and that grouchy, Irritable Bowel Syndrome patient you treated 6 months ago still refuses to purchase a power toothbrush.

These days are safe; predictable. Without a whisper of high-production excitement to unhinge the banality of those hours, we are denied the unexpected and out-of-body experience that is dental sales. I dare hold my exuberance back when I say those words for fear I may erupt with a fury of irrational giddiness. Hee-hee…

I wait. I wait in vain, for days, when I can give my all and open up the dental doors of productive seventh heaven. Then the days become months. The months may even turn into a year; I feel my superhero selling powers fading into non-credible obscurity.

So, in lieu of my manic cravings to sell dentistry to patients, (because the dentist wants me to) and to quell my thirst to eradicate boredom, I’m forced to let my imagination wander and hope for a rogue, banana-cream pie to explode in my face, a carrier-pigeon fly into my operatory with the answers on how to solve the country’s current economic issues; or even hope for more exploding things. We all have our vices- mine, unfortunately, happens to be laughing at anything and everything absurd.

But, then, the day finally came; I successfully sold dentistry to my patients! They accepted the treatment plans and so much more! I could, once again, hold my head up high, and feel my success within the mega-power of a free market.

My husband wasn’t home to share in a glass of champagne, but that’s OK. A toast: to me! Today was, to date, the most productive day of my career! If I was able to organize a ticker-tape parade just for myself I would, but I have tons of laundry to do so… I’m still amazing!

Allow me to recap the momentous day:

Patient #1: You didn’t think I would talk about braces, did you? You tried to explain your unemployment status to me when I mentioned your anterior crowding, and I simply stated how easy it would be to correct. You sneaky devil, you. Well, I can say, definitively, I rocked your malocclused world! $5000 payment upfront and bam! Oh, dear. My patient has a frowny face. I think I’m losing him. Reel it in, woman. I’ll bring him back to dental happiness.

“Your wife won’t be upset,” I said. “I mean, you’ll find a job soon. Once your orthodontia is completed you’ll be offered one job after the other. What employer wouldn’t want to hire a good-looking man such as yourself- and one with a pending, awesome smile?” My patient stirred a bit in his chair, but managed to turn his frown upside down.

“I have been wanting to do this for a long time. Thank you for talking with me about it.”

“My pleasure,” I said with a warm smile. Cha-CHING!

Patient #3: You know, it’s funny. I didn’t think power toothbrush production was lucrative, but, oh my, was I wrong. The holidays are right around the corner. Why wouldn’t this patient get one for each member of his immediate family? His holiday shopping is finished, electric plaque disruption at his house will be at its finest, and, because he purchased five of these little beauties, the dentist agreed to give him 3% off of his next whitening session! It’s only three-hundred dollars.

The patient seemed a bit concerned about something. I moved my chair in closer. “Is there anything else I can get for you?” I asked. “Well,” said the patient in an irritated voice, “I don’t think my mom will need this. She’s not well.” “I see,” I replied. “Is she home bound?” I asked. “She’s in the hospital,” said the patient.

“That’s alright,” I said kindly. “She can use the brush while she’s there!”

Patient #4: I was simply amazed at the utter rudeness of this woman. I had told her, time and time again, she was not complying with my oral hygiene instructions. I took into consideration her lack of funds and her terminated unemployment benefits, but, the truth is, she brought this upon herself. The dental boss-man gave me ‘that look’ and I knew instinctively what to do; I just hope what’s left of her insurance will cover all 10 sites of the antibiotic. The dentist said I should have placed more of the antibiotic in her mouth, but he seemed pleased I put her on two-month recare visits.

She better find work soon; our in-house periodontist needs some production.

Patient #7: What a nice man; so sweet and funny. Lovely person. I’m going to miss him. I hope he’ll be happy in his assisted living situation. He’s been a patient of the dentist’s for- twenty years or so? He seems quite depressed with the passing of his wife. Poor guy. I don’t understand why his adult children won’t take him in. He would be looked after, cared for twenty-four hours a day, and have someone to talk to.

His kids are so selfish. I told them the implants would only come out to a little less than $5000. The man is on a reverse mortgage, so it’s not like he’s still paying for his home. Jeesh. I don’t see why they won’t help him out financially. I’m sure this gentleman has some retirement funds left. I mean, come on. Give a little. We’ve been giving him free toothbrushes for over twenty years!

Oh, well. No worries. My lecture on the replacement of four of his failed amalgams to crowns seemed to have opened his family’s ears. At least this patient is leaving with a newer mouth- today! Woot! I do hope they told the front desk of my efforts. They should know who held the ‘magic wand’ here. Give credit where credit is due, people.

Patient # 8: Hmm. Her plaque was minimal. Her build-up was completely negligible. Her gingivae was pink, firm, and stippled. There wasn’t anything there! How boring- and how rude. The least she could do is refer some of her friends to the practice. Although, she did purchase three home whitening kits from me… at forty bucks a pack! Booyah! Wonder how long she’ll be on COBRA insurance?

Uh-oh. Looks like she wants to talk. “My insurance is going to end soon,” said the patient sheepishly. “I see,” I replied, nodding my head slowly. The patient continued. “There’s no way I’ll be able to afford the veneers on all those front front teeth,” she said.

I pushed back the patient’s armrest of her chair, and had her follow me to the treatment plan conference room. I handed her the ‘pamphlet of redemption’.

“This is a brochure on CareCredit. It’s fantastic. I’m sure you’ll be approved for the service. I’ll have the office manager come in and talk with you about it.”

“Oh, OK,” said the patient quietly.

How fabulous am I? I don’t know. Genius is difficult to measure.

Patient #11: Thank you. Thank you for accepting my recommendations for full mouth SRP, that implant with crown, and whitening, as well as your glowing compliments to the dentist about my professionalism. You’ve put a smile on my face.

“Will my insurance cover all of this?” asked the patient.

“Your insurance should cover some of it, yes,” I stated.

“Well, what part won’t it cover?” asked the patient in a suddenly testy voice.

“I believe your insurance won’t cover the implant,” I replied.

“That’s the most expensive part of all this! Where am I going to get the money for that? I can’t find a job,” replied the patient.

“I understand. I do. Let’s find out what we can offer you up at the front desk,” I said.

“Do you mean a discount?” asked the patient.

“You bet. I’m sure the dentist would be more than happy to offer you some help,” I replied kindly.

“Well, what kind of a discount would I be eligible for?” asked the patient.

“You know, I’m not sure. Business has been really slow due to the lingering recession, but I’ll inquire for you at the front desk,” I said quietly. My head spun like a metal top when I walked slowly to the reception desk. My internal dialogue went into a panic-stricken, paranoid plea of nervousness.

Please give her a discount. Please give her one. I’ll get my bonus for the implant if they give her a discount. I’m so hungry. I need money for lunch. If I don’t eat something soon I’m going to keel over in front of the doctor, then he’ll think I’m sick and start to wonder if I can keep up with thirty minute prophys and may want to get rid of me and find another hygienist younger and more fit who will be able to handle the schedule and sell more dentistry.

Please, please, please give her the discount…

Whew. This has been the best day ever! I am a goddess of dental persuasion and an inspiring team player. I am a glorious specimen of professionalism, kindness, and knowledge and only a few may stand in awe of my greatness. The dentist said I shouldn’t have offered that last patient a five percent discount on her implant, but he seemed pleased that she accepted the treatment. My superhero potency has returned full strength. I am devoid of all negative thoughts, and the force I have as a hygiene-selling-powerhouse is pulsing through my veins.

I. AM. INVINCIBLE.

Now… what will my $5.00 incentive check buy me for lunch today?

Jan 19, 2012 UPDATE:

Article Archives

Contact Us

Follow DentalBuzz on Social Media