Cliff's Notes

“Are You Buying or Crying?” & “Exceptional Customer Experience”

Cliff’s Notes for February 15, 2015

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

E-mail: cliff.marsh@henryschein.com

http://www.cliffsnotesblog.me

 http://www.youtube.com/cliffmarsh100

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.

 

“If you can dream it, you can do it”

Walt Disney

 

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

“10 Strategies to Thrive In This Economy”

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Over 190 Dental Videos

http://www.youtube.com/cliffmarsh100

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In This Week’s Issue

 

• The Root of It Commentary: Are You Buying or Crying?

• Product Review: Pola Office Plus Teeth Whitening System!

• The Dentrix Office Manager Blog: The Clock is Ticking – June 1^st Deadline!

• Metropolitan Association of Dental Office Managers: Dentrix/Easy Dental Workshop!

• Dentistry Beyond the Mouth: Dentistry’s Role in Health Care!

• The Disney Magic of Management: The Long Road to an Exceptional Customer Experience!

• This Week in Dentistry: Medicaid reimbursement rates at Issue!

• The Henry Schein Outlet Store: P5 Newtron Scaler!

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

Are You Buying or Crying?

Let’s face it, there are some dentists that are so “frugal” that they try to clean and re-use saliva ejectors, however, that type of “buying” is not what I am talking about. I’m talking about buying into a philosophy, a program, a fixed direction. I’m talking about buying into the fact that the world of healthcare is changing and there is an urgent necessity to either get involved with the change or prepare to walk off the field and begin your life after dentistry.

Buying into change is difficult because it will take you out of your comfort zone and force you to face the unknown. Change always requires an investment of some sort and more often than not it will be financial. However, that is what business is all about, the return on the investment.

No matter what project you consider, the first step is to get your team established and onboard. If you do not include them and listen to their opinions, you won’t be able to motivate their involvement and they will be dragging along behind you, slowing you down, instead of running alongside.

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Product Review……………………………………………………………………………………………………………………..

  Pola Office Plus Teeth Whitening System!

Minimal chair time is required. The total treatment will take less than 30 minutes. Less chair time means increased patient comfort, satisfaction, improved productivity and profitability. The unique 37.5% hydrogen peroxide formula ensures fast release of the peroxide ions to begin the bleaching process.

• No bleaching light required

Pola Office+ can be used with or without a bleaching light, as it does not require activation. While a light is not necessary, you certainly can use a bleaching light or a standard heat emitting curing light to accelerate the bleaching process and impress your patients.

• Maximum comfort

The neutral pH of Pola Office+ ensures maximum comfort during and after treatment. The shorter treatment time results in less patient discomfort and lower sensitivity.

• Built-in desensitizer

No separate desensitizer is required. Pola Office+ has unique built-in desensitizing properties that inhibit post-operative sensitivity. Potassium nitrate, the key pain-reducing ingredient, penetrates the nerve endings by blocking transmission of sensitive nerve impulses to provide a calming effect.

• Simple delivery

No mixing is required. The dual barrel syringe system mixes as you apply the gel directly to the tooth. This ensures a consistent blend of freshly activated gel. The freshly activated gel maximizes the whitening effect. The fine applicator tip allows easy application, especially in tight spots.

To learn more about Pola Plus, log onto: http://www.sdi.com.au/en-us/tooth-whitening/

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Dentistry Beyond the Mouth………………………………………………………………………………………………….

  What Types of Medical Conditions Can Dentists Diagnose?

Letters: Dentistry’s Role in Health Care!

January 05, 2015 I read Dr. Arnold Rosenstock’s comments (“After-hours Emergency Care,” Oct. 20 ADA News) regarding the self-limiting term “dental.” It ain’t just teeth. Before we can expect health care payers to view dental infections as medical emergencies we, as dentists, must first believe that we are treating pathophysiology that is connected to the entire health of our patients. Brookdale Hospital, during the Norman Cranin era (as Dr. Rosenstock mentioned), stressed to its residents that dentistry was an integral part of health care. Your stethoscope was used as often as your highspeed. The care of our patients was no more or less part of our patient’s health care than orthopedics or otolaryngology. If we would like the medical complex to think of us as health care providers we must first think of ourselves as being part of the mainstream of health care.

Dentists often get locked into doing crowns and mesial-occlusal-distal restorations. We often lose sight of the fact we provide recommendations about issues that affect the general health of our patients on a daily basis.

The funding and reimbursement issues relating to the treatment of serious dental emergencies are partly about our perceptions of ourselves. These issues are also complicated by health insurance and government budgets.

To read the rest of this article, log onto: http://www.ada.org/en/publications/ada-news/viewpoint/letters-to-the-editor/2015/january/dentistrys-role-in-health-care.

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

The clock is ticking . . . June 1st deadline

The clock is ticking to your June 1st, 2015, deadline for Medicare enrollment. Yes, you heard me correctly. Your office has until June 1st to choose which type of Medicare enrollment is best for your practice. I first wrote about this back in October 2014 when I got the news and it was one of the least-read blogs of all time. For those of you, who didn’t read it, CLICK HERE to be re-directed.

We all know how government paperwork can be, so don’t dilly dally around and lose track of time. If you want me to send you a Medicare enrollment guidance information sheet, I would be more than happy to do so. Just send me an email to dayna@raedentalmanagement.com and in the subject line put Medical enroll.

Read Dayna’s Blog: http://thedentrixofficemanager.blogspot.com/

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Tips from M.A.D.O.M…………………………………………………………………………………………………………….

Metropolitan Association of Dental Office Managers!

Thursday Evening, April 9^th – Dentrix/Easy Dental Users Workshop!

6:00 PM – 9:00 PM – Fort Lee, NJ.

2 Topics … Dentrix / Easy Dental Software Workshop with Diana Santiago & The Front Desk / Clinical Connection with Tiffanny Polio & Ivan Rivara.

GW Grill, 2139 Hudson Terrace, Fort Lee, NJ … $49.00/ attendee … Includes:

Seminar, Dinner, 3 CE’s … Hosted by Asteto Dent Labs.

To Register Call: Asteto Dent Labs 1-800-447-7750 or Register On-Line @ Www.asteto.com

www.dentalmanagers.com

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

In-Sight from the Mouse!

“The Long Road To An Exceptional Customer Experience!”

by Bruce Jones, Programming Director, Disney Institute

Recently, one of our Disney Institute clients, Best Chevrolet located in Hingham, Mass., was featured in a Boston.com article: Scott Shulman Knows How to Make Customers Happy. (That’s Shulman pictured next to the Jeep above.)  I encourage you to take a quick read. The story spotlights much of the outstanding work Shulman and his team have done to improve their customer experience, including focusing on delivering exceptional service, fostering employee engagement, and increasing customer loyalty. After reading, I think you’ll agree with the author’s assertion…the Best Chevrolet team really does know how to make their customers happy. You may be asking, “How do we make our customers happy, and, at the same time satisfy the organization’s business-economic needs?” Most organizations face the challenge of reconciling this inherent “friction” at some point, and Best Chevrolet faced it as well. In fact, Shulman talked about his early days managing the dealership: ”We were selling a lot of cars, but the employees and the customers were not happy,” he said. So, instead of focusing purely on sales, Shulman focused his team’s efforts on improving the customer experience.  Imagine…a car dealership not focusing on sales? At the time (more than two decades ago), it was a pretty radical approach in the industry and, most certainly, Shulman encountered some resistance along the way. But in time, through intense focus and plenty of perseverance, Shulman’s strategy worked.   What Scott Shulman had learned, and then applied to his business, is that the key to integrating the competing interests of different parts of an organization – each of which is absolutely legitimate in its own right – is that each part of the organization must operate in support of a common purpose. Remember that a common purpose provides meaning beyond the task at hand, and every department within the organization, even those that dont typically interact directly with the customer, must understand how they contribute to it.

To read the rest of this article, log onto: https://disneyinstitute.com/blog/2015/01/the-long-road-to-an-exceptional-customer-experience/324

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This Week Dentistry From the ADA: ……………………………………………………………………………………………………………………

    ADA supports Supreme Court brief, ‘profoundly interested’

Basis for challenging Medicaid reimbursement rates at issue

January 16, 2015 By Craig Palmer

Washington – The Supremacy Clause of the U.S. Constitution gives providers “a private right of action” to sue the government to enforce federal Medicaid law in the states, the Association and other health professional associations assert in a friend-of-the-court brief filed with the U.S. Supreme Court. On Jan. 20, the court will hear oral arguments in the case, Armstrong v. Exceptional Child Center, Inc.

Medicaid’s “equal access” provision requires that states choosing to accept federal Medicaid funds must set provider reimbursement rates that are “sufficient to enlist enough providers so that care and services are available under the plan at least to the extent that such care and services are available to the general population in the geographic area.” The issue before the court is this: Whether the federal Supremacy Clause gives Medicaid providers a private right of action to enforce the “equal access” mandate against a state where Congress chose not to create enforceable rights under that statute. The ADA and six other prominent health professional associations “are profoundly interested in this case because the states’ failure to comply with the Medicaid Act’s ‘equal access’s provision has a well-documented, negative impact on patient care,” the brief says. In addition to the ADA, the American Medical Association, American Academy of Pediatrics, American Congress of Obstetricians and Gynecologists, American Academy of Family Physicians, American College of Emergency Physicians and California Medical Association signed on to the brief.

Separate friend-of-the-court “amicus” briefs were offered by current and recent members of Congress, former federal Medicaid officials and 19 organizations “committed to serving the needs of low-income persons, including older Americans, individuals with disabilities, children and women of child-bearing age.”

To read the rest of this article, log onto: http://www.ada.org/en/publications/ada-news/2015-archive/january/ada-supports-court-brief-profoundly-interested

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Henry Schein Outlet Center………………………………………………………………………………………………………………………………..

  Overstock – Reconditioned – Demo

  Acteon P5 NEWTRON W/TIPS Condition:

Demo Part Number: 107-1628-D Manufacturer Part Number: F58320

Catalog Price: $1,919.99   Outlet Price: $1,149.00

Warranty: 1-Year

• The most versatile Piezo-Ultrasonic scaler: Perio, Scaling, Retreatment and Surgery
• Compact and powerful
• Autoclavable and detachable handpiece
• Quick disconnect water line

Includes:

One P5 Newtron device with power cord, One Newtron handpiece, Three tips (#1, 10Z, H3), Three color coded wrenches (two blue, one green), One autoclavable box that houses all three tips with wrenches and one handpiece

February 15, 2015 - Posted by Cliff's Notes Blog | Uncategorized