HSello …

… and welcome back to your PRIVILEGES Monthly e-newsletter!

In early March, we mailed you a copy of our new PRIVILEGES Benefits Guide. We're sure you noticed that the new version contains several enhancements to the program to provide maximum value to you and your staff. Some of these include:

• Value certificates offering PRIVILEGES Elite members up to $4,325 in savings.
• $100 savings off an annual subscription fee to our Dental Resource Center (DRC).
• Four easy-to-use electronic ordering systems to help you earn PRIVILEGES Rewards Points.
• A more comprehensive Rewards Points Program where points can be redeemed for travel, housewares, electronics, gift certificates, and much, much more!

Please review the benefits guide and experience all the services Sullivan-Schein has to offer.

Because you are a member of our exclusive PRIVILEGES program, we are dedicated to your success!

As always, your Sullivan-Schein rep is there to answer your questions about any of the services provided by Sullivan-Schein. They -- and I -- always enjoy hearing from our members!

Your PRIVILEGES Editor
privileges.editor@henryschein.com

Tech Tip Of The Month: Keeping Those Lines Open!

DID YOU KNOW ... that the vacuum lines in a dental office are like arteries? If they're not taken care of properly, they will begin to build up debris on the outer walls. Eventually, the lines will clog and all will be lost.

To help avoid this problem, be sure to follow the manufacturer's care and maintenance instructions.

Also, it is very important to check the manufacturer's recommendations for cleaners. Certain cleaners can cause damage to your system.

Additionally, the use of brushes in the vacuum valves helps keep them operating more efficiently.

If you need any help, especially with minor repairs, don't hesitate to contact your SSD Equipment Service Technician.

Ask The Coach: Good To Huddle!

“Coach” Kerry K. Straine is president and CEO of Straine Consulting, a practice management and consulting firm. E-mail your queries to privileges.editor@henryschein.com.

I've heard from some of my colleagues that you make your clients commit to holding a huddle every day and this is something that I just don't agree with. I find it annoying and a waste of time to hold a huddle and most of my staff resists the concept as well. What's so important about holding a huddle?
B.B.

Have you ever asked patients to do something of which that they failed to see the value but that you knew was the right thing to do? I'm sure you experience resistance and lack of cooperation and skepticism from many patients; it's not uncommon in the industry. But, coming at this from another angle, have you ever asked your patients how many teeth they want to keep for a lifetime? I find the response to this question is universally consistent: "All of them!" If you follow this exchange with a recommendation for consistent periodontal therapy appointments coupled with a homecare regimen that includes flossing, you might have a more aware and committed patient than just making the recommendation without this provocative question.

I have a question for you now regarding your practice: How many of your patients do you want to keep? You've heard the old saying that success is achieved in the preparation phase, not the execution phase, right? Well, the daily huddle is the single most important process in your practice's management system and, without it, you're not going to keep all, or even many, of your patients.

So what does the daily huddle have to do with flossing? The daily huddle is as important to your practice as flossing is to your patients. Just as you coach your patients toward the routine of daily flossing, we coach our clients toward the routine of a daily huddle. You know the few, valuable minutes that your patients commit to flossing each day will promote optimal oral health. Straine knows the few, valuable minutes that you commit to a daily huddle will result in a focused and inspired team that will achieve optimal performance each day.

Those practices that regularly conduct a daily huddle achieve the highest production and collection goals. Each successful daily huddle is designed with input from every team member. Here are some basic tips to help you get the most out of your daily huddle. Remember that your practice is unique, therefore, you should create a daily huddle checklist that reflects your practice.

• The daily huddle is a 10-15-minute meeting for all staff members; it should be at a time that is consistent each day and scheduled to accommodate staggered work schedules.
• Set an upbeat tone for the daily huddle; share information about the day ahead in a positive way.
• Discuss today's patients and today's schedule. Photocopy today's schedule and provide copies so that everyone is able to participate.
• Every team member should be familiar with each item listed on the daily huddle checklist and prepared to discuss those items which pertain to their role in the protocol.
• Everyone on the team should regularly lead the daily huddle. This will provide variety and also ensure that each member realizes the significance of his or her participation. You can design the rotation on a daily or weekly basis. The leader is responsible for setting the itinerary, ensuring that proper materials are available, and keeping the meeting on track.
• At the end of the daily huddle, discuss yesterday's production, collection, and reactivation goals. Congratulate yourselves for meeting them. Aspire to surpass your goals today.

Contact your Sullivan-Schein Field Sales Consultant to receive a sample Daily Huddle Checklist. We're committed to helping you keep your patients for a lifetime.

One last tip: Ask your field sales consultant to arrange for you to receive a complimentary Straine Practice Analysis, valued at $995, so I can personally discuss with you customized strategies for your practice. Did you know that this is one of the perks of being a PRIVILEGES member?

Straine Consulting is at 838 University Ave., Sacramento, CA 95825. It can be reached by calling 1-800-568-7200 or visit its Web site.

Business Tip: Prevent Employee Theft, Fraud & Embezzlement

Most theft, fraud, and embezzlement is avoidable if minimal safeguards are instituted. However, the dentist must take an active role. Those dentists who blindly trust their employees are the easiest targets and suffer the greatest losses.

The most common sign that theft by embezzlement may be occurring is patient complaints regarding their accounts. The problem with relying on this sign to deter theft is that, most of time, the person who handles the complaint is also the person doing the stealing. However, patient complaints that come to the attention of another staff person or the dentist must be carefully and fully investigated.

Petty cash should be used only for emergencies. Subsequently, constant requests for petty cash reimbursements should be closely monitored. Even outright theft of the petty cash in a multiple staff office is difficult to track.

A review of end-of-day reports may also show signs of a problem. Excess patient account write-offs or adjustments are a warning sign. So are “inactivated” patient accounts.

Increases in accounts receivables with no off-setting increase in overall office production is reason for concern. While this may indicate that financial policies are not being followed, the problem may also be due to employee theft.

Missing documents — invoices, insurance claim forms, explanation-of-benefits (EOB) forms, patient checks, practice checks, checking account records, patient clinical records, and patient account records — are definite signs of a problem. So is sloppy filing and recordkeeping on the part of a staff person.

The practice checking account also holds potential signs of a problem. Unusual deposit patterns and deposits that frequently do not add up to the total posted by the bank are one sign. The inability to balance the checking account is another. Missing sequential checks are a third. Unfortunately, because of the quality of today’s copy machines, counterfeit or duplicate checks can also be an issue, which will lead to an inability to balance the checking account.

Now that you know when to suspect that theft is occurring, next month we’ll talk about the specifics of how to prevent it.

Your Education Calendar (April-June)

April 7: Mt. Kisco, NY
Teamwork Makes The Dream Work!

April 28: Buffalo, NY
Develop A $1-Million Hygiene Department

May 12: Cincinnati, OH
Develop A $1-Million Hygiene Department

June 2: Tukwila, WA
If We're In The Black, Where's The Green?

June 23: Novi, MI
Tri-County Dental Expo

For a complete list of future events, visit our Online Calendar.

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