Cliff's Notes

The Business of Dentistry

Is it Treatment Plan Acceptance or Patient Acceptance?

Cliff’s Notes for July 7, 2013

Cliff Marsh, Henry Schein ……Cell: 201-321-7494……Fax: 201-262-2210



The reason we do what we do, is so that we can to do what we want to do, when we want to do it!

It’s a tongue twister, but working as a team and making informed decisions, will get us there.




I only hope that we don’t lose sight of one thing – that it was all started by a mouse.”

Walt Disney




This Week’s Feature on the Cliff’s Notes Channel

“Icon Infiltration”

Icon by DMG has received its own procedure code from the ADA as of 2013 (#D2990)

Over 155 Dental Videos

In This Week’s Issue


  • The Root of It Commentary:

Is It Treatment plan Acceptance or Patient Acceptance?

  • The Straine Effect: Concepts  in Practice Management:

Practice perfect 101!

  • The Office Manager Blog:

Follow Dayna Johnson & learn the Power of Dentrix!

  • American Association of Dental Office Managers:

Meet the AADOM Team!

  • The Disney Magic of Management:

Insights from the Disney Institute

“Every Buisiness is Kodak” – 4 Suggestions for Inspiring Inovation from Great Buisness Leaders!

  • This Week from the ADA:

ACA (Affordable Care Act) Penalties Delayed!

  • Product Review:

Realine Insurance Guide!

  • The Henry Schein Outlet Store

Impact Air 45 Surgical Handpiece!

  • Dental Practices for Sale

Practice Sales & Transitions

  • A Song to Start Your Day

A Cliff’s Notes Favorite!

The Root of It Commentary……………………………………………

image001  Is It Treatment Plan Acceptance or Patient Acceptance?

Every dentist struggles with treatment plan acceptance and in today’s economy it is harder than ever. However, did you ever try going in through the back door? What I mean by that is getting your patient’s to accept you and the value of what you tell them. The trust factor will lead to accepting the treatment plan. The most important thing to remember is that this type of approach is an office culture change and it is a marathon not a sprint.

Most of my clients believe that their patients trust them and I am sure they do, to an extent, or they would go to another dentist. However, do your patient except the urgency of clinical procedures? I’m not talking about cosmetics but rather preventive treatment to avoid predictable complications due to non-addressed issues. I can’t tell you the number of times a client tells me that their patients completely trust them until we ask their chairside assistant or front desk manager about what patients ask when the “doc” leaves the room. A good team leader will get an honest answer from their team, try it.

Treatment plan acceptance through the back door is informing the patient about the predictable complications as they relate to overall systemic health. That allows the patient to make their decisions based on their own thought process but your entire team needs to be engaged. You need to teach your team about systemic complications and make it a standard part of your daily procedures and protocol. This protocol needs to be incorporated into your daily huddle. That brings to light another issue; most offices don’t have morning huddles and those that do usually do it wrong. Today’s huddle is completely different than the one you learned 5 years ago, but we’ll leave that to another discussion.

So, how do you open the back door to patient acceptance? Use the tools that your profession and the health care controversy that Obama Care gives you. Healthcare is in the news every day; so communicate with the patient’s primary care provider! As an example, if you refer a patient to an OSA specialist because you suspect a sleeping disorder, when the specialist completes a sleep test, inform the patient that you want to share the report (via registered mail) with the patient’s Primary Care provider and copy the patient. That validates the urgency of your observations and recommendations. If you discover an endodontic issue and the patient says “just pull it”, notify the primary care that the patient declined recommended treatment and to be on the look-out for future digestive issues.

The most important part of this protocol is to inform the patient that you want to communicate with their primary care provider and ASK THEIR PROMISSION. By doing this, you validate your value. Hey, a patient doesn’t miss an appointment with their primary care provider. Did you ever think about why?

You are a health care provider, become part of your patients health care team and you will start seeing more “total acceptance”.

If you should have any questions or concerns please feel free to contact me at any time at 201-321-7494 or

The Straine Effect!…………………………………………………….

Practice perfect 101!

 Kerry Straine

There are a lot of organizations that can help you manage you practice, however, many of them don’t focus on universal principles of business management. In this newsletter I offer a segment on “Insights from the Disney Institute”. I took the class and I can tell you first hand, the Mouse Knows!

I also know many dental practice management experts that are very good at helping you grow practices. They can fix your re-care, hygiene, treatment plan presentations, collections and insurance issues, but I haven’t seen many that address the core of a successful operation “inspirational leadership”.

I met Kerri Straine 7 years ago and was impressed with the message he delivers. It is the same message that all great business leaders talk about and follow. It is the same message I learned at the Disney Institute about inspiring your team.

The daily operational issues that a business (dental practice) faces are mostly solved with “cookie cutter” solutions. However, you need an innovative and inspired team to carry them out.

The following video may help in understand that team excellence begins with Leadership.


Straine Consulting – Practice Perfect 101

To understand more about inspiring your team or to schedule a conference call appointment, at no cost or obligation, with Kerry Straine, please feel free to contact me at any time @ 201-321-7494 or send me an e-mail @

The Office Manager Blog:………………………………………………..


To read Dayna’s blog, log onto:


Join us for the Dentrix Business of Dentistry Conference 2013

Join us for the 2013 Dentrix Business of Dentistry Conference August 8-10, 2013 at the Aria Resort and Casino in Las Vegas. For two days you will gain the knowledge and resources you can use to improve your practice.

Tips from the AADOM……………………………………………………

image004  Meet the AADOM Team!

 The American Association of Dental Office Managers

The AADOM’s Annual Session is September 19th to 20th in Orlando Florida. 

To register, log onto

Cliff’s Notes readers receive $100 off conference registration. The code is: HENRYSCHEIN2013.    

Heather Colicchio, AADOM Founder

The American Association of Dental Office Managers (AADOM) is an organization of professional office managers, practice administrators, patient coordinators, insurance and financial coordinators, and treatment coordinators of general and specialized dental practices. Its mission is to provide its members with networking, resources and education to help them achieve the highest level of professional development. In addition to educational and networking opportunities, AADOM hosts an annual dental managers conference and oversees a fellowship program for dental office managers.

Meet the AADOM Team:

Log onto:

The Magic of Management………………………………………………

Insights from the Disney Institute!

 Posted on July 02, 2013 by Bruce Jones, Programming Director, Disney Institute

4 Suggestions for Inspiring Inovation from Great Buisness Leaders

“Every business is Kodak,” says Luke Williams, a professor of innovation at NYU Stern School of business and author of Disrupt. Put another way, every business is likely to fail if they lack the ability to sustain innovation.

 Williams compares innovation to sticking your hand into a car’s engine while it’s still running — it’s difficult to influence change when all the parts are in constant motion, “But that’s what disruptive innovation is.”
So how do you take your organization in a new direction? Here are thoughts from some of the most innovative business minds:

• “You can do something new that hasn’t been done before, or you can do something that’s been done before and do it in a new way.” Vivek

• “With innovation & customer service, trust your instincts. Sometimes the manual is only there to be thrown out!” Richard Branson

• “[Leaders] must “force strategic introspection on a regular basis. The goal is to consistently carve out unstructured creative time.” Luke G. Williams

• “Innovation comes from people meeting up in the hallways or calling each other at 10:30 at night with a new idea, or because they realized something that shoots holes in how we’ve been thinking about a problem.”  Steve Jobs

Do you agree with these thoughts? What do you believe is the biggest driver of innovation?

To read the Disney Institute Blog, log onto:

This Week in Dentistry from the ADA:……………………………..

image005    ACA Penalties Delayed!

 July 3, 2013 By Craig Palmer, ADA News staff

Washington—The Obama administration, in a blog posted at the Treasury Department website July 2, announced a one-year delay to 2015 in penalties for employer failure to provide coverage for employees under the Affordable Care Act. The law requires employers with the equivalent of 50 or more full-time workers to offer health benefits or pay a per employee penalty.

“We have heard concerns about the complexity of the requirements and the need for more time to implement them effectively,” the Treasury blog said. “We recognize that the vast majority of businesses that will need to do this reporting already provide health insurance to their workers, and we want to make sure it is easy for others to do so. We have listened to your feedback. And we are taking action.”

Further regulations will be proposed this summer “after a dialogue with stakeholders,” the administration said.  But any “shared responsibility payments” from employers with 50 or more employees will not apply for 2014 as scheduled.  Most dental employers have fewer than 50 employees.

To read the rest of this article, log onto:  

Product Review–Realine Insurance Guide………………………..

Maximizing Orthodontic Insurance Benefits for Realine™ Patients – (See Attachment)

This comprehensive guide was developed for the purpose of implementing a system which will assist in maximizing orthodontic insurance benefits when providing dental and orthodontic care for Realine patients.

The practices introduced in these materials have been used over time to accomplish these goals. These materials offer a standardized system which can be applied to dental offices while balancing each office’s unique needs.

This information is presented in a very specific sequence. It is highly recommended that you read this guide in the intended sequence to optimize your understanding of the material and maximize insurance benefits for Realine patients.

For more information about Realine please feel free to contact me at any time at 201-321-7494 or

Direct subscribers; see the attachment to this newsletter for detailed instructions. If you cannot open the attachment e-mail me at and I will forward you a copy.

The Henry Schein Outlet Store:……………………………………….

Overstock – Reconditioned – Demo

For the Special of the Week or More Outlet Store Offers, Call Cliff @ 201-321-7494

Palisades Dental
  Condition: Demo
Part Number: 521-0497-D   Manufacturer Part Number: 403-HP
Catalog Price: $814.99   Outlet Price: $489.00

Warranty: 1-Year

  Condition: Demo
Part Number: 521-5301-D   Manufacturer Part Number: DE-408
Catalog Price: $839.99   Outlet Price: $509.00

Warranty: 3-Month

High-speed air-powered handpiece with a compact 45° angled head designed for better access and visibility to the rear of the mouth and engineered for surgical procedures with 400,000-500,000 rpm. Its unique rear exhaust substantially reduces the risk of air embolisms and eliminates splash back. Fully autoclavable with an in-office replaceable turbine.

Dental Practices for Sale…………………………………………………

Dental Practice Sales & Transitions

Music to Start Your Day………………………………………………….


What a wonderful world – LOUIS ARMSTRONG.

Cliff Marsh

Henry Schein Dental

P.O. Box 663, 45 Rt. 46 East, Ste. #605

Pine Brook, NJ 07058

Cell: 201-321-7494

Fax: 201-262-2210

July 7, 2013 - Posted by | Uncategorized

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