The Mystery Shopper

Has a mystery shopper called you yet?
We’re getting reports from many clients that they’ve been called by the “Scheduling Institute,” Jay Geier’s group. Mystery Shoppers will call posing as a patient. The patient is usually asking for a fee on a crown, or saying they just moved to town looking for a Doctor, or want to know if the practice takes kids, etc.

This is the Scheduling Institute’s way of finding prospects. The Scheduling Institute has a detailed and extensive program focused on the initial patient phone contact with the office.

Surprise! Almost every office they call earns a 0 on a scale of 0 to 5 for handling calls effectively. Therefore, Dentists are told that they stand much to gain by subscribing to their program… that new patients can go up by 30% or more with thorough staff training.

There is much that the Scheduling Institute recommends that we agree with, but not all. We’ve been doing “Mystery Shoppers” ourselves for over 25 years. We agree with Jay Geier on this…doing things right can add to your new patient flow. Like the Scheduling Institute, we find that most often the initial phone contact with patients is a matter of screening, warning and indoctrination.

For example, there is often way too much focus on insurance and x-rays. Even very competent, well-meaning front desk people can present a bureaucratic and cold presence.

However, before you sign up for a $5,000 program, let me assure you that we can help you and your staff with this. In some cases, we feel that the Scheduling Institute is too aggressive, maybe not “Midwesternly” enough. So, if you got “0 stars” call us and we’ll help. If you don’t know what your rating is and want a “Mystery Shopper,” we’re happy to do it for you. Just call and we’ll make arrangements to ensure patients’ and shoppers’ first contact with your office is first class.

We want the “Mystery Shopper” not to be the Secret Police though. We want to work with your staff… not to catch them doing it wrong but to catch them doing it right!

Delta gets snout rapped in Rhode island

Delta gets snout rapped in Rhode island

As reported in DrBicuspid.com on July 2nd, a new law in Rhode Island prohibits insurance companies from limiting the fees of dental procedures that they do not cover. Nationally, Delta Dental has been attempting to implement a new feature of its Premier and PPO provider organization contracts that require dentists to honor their contracted fees for services that are not covered by a subscriber's plan. This includes dental work performed by participating dentists even if not covered because the patient exhausted their annual maximum.
For years now in Minnesota, Doctors have had to take Delta write offs even after the maximum was reached. Fees on non-covered services haven't been subjected (yet).
None of us like the idea that Delta limits fees for non-covered services (like veneers and bleaching). For one thing, how do you set a fee for such procedures when there can be such a wide range of materials and lab costs?
There are many other states where Doctors can get their full fee (not have to do Delta write offs) once the patient's maximum has been met. The idea is that the insurance helps cover the first $1,500 or so but after that the patient is responsible. When talking with other management consultants and hearing about their strategies with Doctors in other states, they have been more willing to accept PPO discounts because they can get their full fee once the insurance maximums are reached. I think all of you heard the argument that Delta and other insurance companies should have their maximums increased to $5,000 to have the equivalent coverage of what they had 20 years ago or so. In this context it's almost good that the maximum hasn't been moved up.
The Rhode Island legislature voted for this because they felt that it was unfair to patients who didn't have insurance coverage to in fact subsidize (indirectly) patients who had insurance with big write offs. Also, they felt that could affect access for patients. Rhode Island has neighboring states where the fee schedules are not as low and Delta write-offs are not as much. That gives incentive to new Dentists to not practice in Rhode Island.
Hopefully, this marks a turning point in Delta’s ability to continue to implement these policies nationwide. Maybe some day we can turn it back in Minnesota.
We have more news, free for the reading, on our website. If you have something on your mind, give me a call at 952 921 3360.
’til next time...

You Are Going to be Spending $50,000+ So Don’t Blow It!

You Are Going to be Spending $50,000+
So Don’t Blow It! 

According to our 2009 survey, as of this year more than 50% of dentists (54%) now have digital x-rays. Bringing computing to the operatories entails considerable expense. Usually as digital x- rays are added, other technologies are added or upgraded too such as intra-oral cameras, patient education software, and digital record keeping. Financially speaking, this often comes out to over $12,000 per treatment room.

The pace of bringing digital technology to the operatories is increasing. Many of you will be making these investments over the next three to four years.
Since we have and will have many clients who will be investing over $50,000, $100,000 and up in this technology, I have two main suggestions to get more bang for your buck:

1. Get professional help in specs and get bids for the equipment— “cost control”
2. Commit to additional training so you get “result control.”

In business, costs are inevitable. A consistent theme of my advice to clients is that you have to have “result control.”
That is, if you buy intra-oral cameras, you want to make sure they’re used. Half of intra-oral cameras are used less than five times per week.
Almost every office with intra-oral cameras struggles with getting them to be part of the hygienists’ routine (and the hygiene department is where they can have the greatest benefit in helping the patients understand their problems and value your solutions).
Lots of offices have the capability to do chartless record keeping but less than 10% are truly chart free. With this technology in the treatment rooms the hygienist (for example) can post charges, set their next appointment, use the intra-oral camera, enter the treatment plan and use the patient education software. However, usually only two or three out of these five things are routinely done. Most dentists have neither the inclination or the time to keep up on computer software and hardware. I have seen many installations where there was no competitive bidding whatsoever. Or, once the equipment was installed it was glitchy... the digital x-rays would go down in one room now and then, the intra-oral cameras wouldn't work well, there would be server problems, wires and cables in the way, poor monitor placement, etc. With technology the devil is in the details: video cards, cabling, monitors, monitor position, support, warranties, digital x-ray choices, etc.
There are reputable and competent technology installation firms out there, such as Erickson Technologies 651-452-6758 and Sunset Dental Technologies 612-326-8693. However, many clients have used the local “computer guy” or just bought the hardware from the software vendor or supply company.
I recommend you check out Ted Takahashi with T2 Consulting 952-891-5177. Ted does not sell anything and makes no commission or "finder fees" on any technology recommendations. What he does do is draw up the specs so you can get competitive apple to apple bids. He knows what works and he’ll help you pick the right stuff. And, furthermore, you'll be assured that the installation will be truly functional from day one. He has planned over 750 installations nationally, and he is based out of Eagan, Minnesota.
If you're about to make a $50,000+ purchase, I strongly recommend you talk to Ted and ask him directly this question: “Why should I hire you?” Anyone that is selling you equipment will tell you that Ted’s services aren’t necessary that they’ll make sure you get a good deal and the specs are right anyway. I’ve had clients save many thousands of dollars by making sure with a new facility or facility upgrade that they had competitive bidding. Don’t let the suppliers take your business for granted! There almost always is some bargaining room if you go through a bidding process. You need someone in your corner who knows the technology.
I've made a special partnership arrangement with T2 consulting for an 8% reduced fee for active APM clients. As always, we stand behind our work and guarantee you'll be satisfied. For more information, go to our website and see Mr. Takahashi’s article, “The Chicken or the Egg...which comes first?”
Read more at no charge at our website where you can also take advantage of my free, 20 minute consultation. This is a strictly professional offer without pressure to sign up for anything more. It’s chance for you and I to get to know each other and we both stand to benefit. Go to our site or call 952 921 3360.
’til next time...

Keeping you informed

Keeping you informed

When you are an Advanced Practice Management client you are automatically plugged into the data base and experiences of 250 Upper Midwest offices.

Our clients tell us the number one reason they hire us is "for an informed third party perspective" and we are very serious about keeping you well informed.

So, we continue to add to our website. On it we have data on Fee, Wage, Overhead and Technology surveys as well as our articles and seminars. We are soon going to add an area for "Resources" where we will list vendors that we know to be reliable.

’til next time...

The McGill Advisory quotes me extensively

This is a subscription-only newsletter, well respected in the dental field. Their June 2009 issue quoted me at length about participating in managed care.

What they said: “Almost all practices will benefit more through better management than by [participating in] managed care....”

I couldn’t have quoted myself better.

I can answer your questions about participating in managed care. A free 20-minute consultation is available by calling 952 921 3360.

And many of our newsletters cover the subject. They’re available, free for the reading, on our web site, advancedpracticemanagement.com.

Speaking of our newsletters, another issue is coming up in August. Check the site often for the latest news from the team.

’til next time...

Management by Fear

—in the Summer issue of The Profitable Dentist.

Explore seven situations with me in this article about the role of courage in making management decisions in your practice. It's a short, easy read that could make an enormous difference, even in your everyday practice.

As I say in the article, “When you are in the thick of things, it’s hard to remove yourself and know if you are being objective. In general though, playing it ‘safe’ is probably more dangerous than doing what may, on the surface, look risky.”

Find the issue in at The Profitable Dentist web site: www.theprofitabledentist.com

Or read the article alone at our Advanced Practice Management site: advancedpracticemanagement.com. In the left column you'll find a number of articles I've written. Look for the last listing under The Profitable Dentist. You can download it for later perusal, too.

Lots of Minnesota dental news is in our

Bulletin for the First Quarter of 2009.

Dental Dow Jones, Is an 18% finance charge illegal?, and many other topics are covered, including my advice: Don't buy the $250 manual that is being pushed by some companies in mail solicitations.

Who, What, Why, and When? Get the answers on our web site... free, no log-in, browse when you have a spare minute. Back issues of our Bulletins are there, too.

When is a free consultation really free?

When you give me a call for a chat. We can talk for 15 to 20 minutes about what’s on your mind. Before you call, check out the testimonials on our web site from dentists who called me and are glad they did. Real dentists, real practices, real names and photographs. I'm sure you'll recognize at least a couple of fellow dentists. 952 921 3360

’til next time.

Delta Dental is in the news

It’s a topic that comes up often, doesn’t it? But in the same breath as $2.8 million lawsuit against them?

The Star Tribune reported on 4/27/09 that The Smile Center has filed a $2.8 million lawsuit against Delta.

The Smile Center (Dr. Ed Silker and company) has five locations around the state. They take on quite a bit of Medical Assistance.

Delta said it withheld money because the clinic provided significantly more services per patient than other clinics serving poor Minnesotans.

Is it possible to take Delta to court and win?

Any Doctor who was, has or will be “audited” and been asked to refund money to Delta will find the outcome of this contest interesting.

Delta comes up often in our newsletter, free for the reading, on our website.

And if you're considering a consultant, test the water with a call to me. Free, 20 minutes, no obligation. Just a chance to find out more.

If you're not quite ready even for that, keep an eye on our website. You'll find hundreds willing to vouch for our honesty and integrity. And lots of trend spotting and ready advice anyone can use... gratis.

Just in case, my number is 952 921 3360.

’til next time...

Profitable Dentist Seminar, Destin, Florida

We had a great time in Destin, Florida, 

at the Profitable Dentist Seminar.

Shelly Ryan and I presented the “What Do You Say When”

Show and everyone had a blast.

Just goes to show that learning needn't be boring. We had 

great music in a fast-paced Game Show setting that had 

everyone moving and cheering, vying for prizes which 

included cash pay-outs and... chocolate.

Shelly presented multiple-

choice questions that 

were easy but critical to 

every dental office’s 

success. She quickly 

explained why one 

response was 

better than the others, without interrupting the hectic excitement.

You gotta see the video at our website.

(Look for the “What Do You Say When” logo.)

This seminar can travel! Book us for your event.

Shelly Ryan has over 20 years of experience in dentistry as a Chairside Assistant, Financial Coordinator and Office Manager. As a consultant with Advanced Practice Management, she helps coach over 250 dental teams.

Welcome!

Thanks for visiting. I have lots to share with the dental practice community.

Visit my Web site to see how I've helped many already successful dentists get more satisfaction, peace of mind and, yes, practice growth and greater income.

You'll find newsletters, movies, testimonials and free, practical advice. You may also take me up on my offer for a free, 20-minute consultation. Hey. Why not?

Visit this blog often as I share my stories and client experiences from my many road trips. I’ll also be announcing seminars... seminars unlike any seminars you or your staff have ever attended before. Really. Watch the video highlights!

’til next time...