Systems
What does "CANI Loop" mean?
Constant and Never-Ending Improvement
What numerical tool do we use to educate patients on how we are going to measure their gum health?
Perio charting
4 DiSC Personality Types - What are they?
D- Dominant
This is a strong personality who desires authority, control, prestige, and immediate results. This person
wants to know “WHEN” the task will be complete. A dominant personality will be protective of their
personal space, i.e. not receptive to physical contact from people they do not know well. The D
individual is very task oriented and will compromise 10-15% of your patient population.
I-Influencing
This is an extroverted personality who desires popularity, social recognition, and freedom of expression.
This person needs an environment which is fun and, in which they feel accepted. An influencing
personality is demonstrative and enjoys personal contact – a pat on the shoulder or touch on the arm.
They are people oriented and will make up 10-15% of your patient population.
S-Steadiness
This is a passive personality who desires comfort, acceptance, and a non-threatening environment. This
person wants to know “why” a procedure needs to be done. A steadiness personality type will be
responsive to personal attention. Yet, will not respond well to unexpected surprises or quick changes.
These people oriented individuals account for 60% of your patient population.
C-Conscientious
This is an inquisitive personality who desires detailed information, explanations and tried and true
methods of treatment. This person wants to know “how” a procedure will be done and what to expect
at each step. The cautious personality tends to value their personal space. These task oriented people
will comprise 10-15% of the practice.
Establish BLT - What is it?
Believability/Likability/Trust
When someone likes you, they want to believe you. When they like you and believe you, they
will trust you. When BLT is established correctly with the right type of patient, there are very
few patient objections to treatment.
BLT does not mean you’re everyone’s buddy. However, if there is BLT established, there is
respect. This is true for patients with the office, team members with the doctor, and personally
at home as well. This is a very powerful concept and is essential in leadership.
Our Vision Statement
To be a world class company and the leader in dentistry
What is DBM and ET?
Dominant Buying Motive
This is what the patient’s “hot button” is. It is the reason they would invest in dental treatment,
whether it’s avoiding pain, looking better, being treated well, etc. This is closely linked with whatever
reason brought them to your practice. We want to “wrap” other treatment needs in the patient’s DBM
(if pain brought them in, speak to avoidance of pain by having other treatment needs taken care of, etc.)
Emotional Treasure - A level deeper than DBM. DBM is the “surface” reason that brought them to
the office. ET is what they desire and possibly never thought they could have, their fears and
disappointments, what kept them away, what they want to avoid, or what holds them back from
accepting treatment.
What specific antibiotic do we use to help with tissue response to gum treatment? The name of the actual antibiotic!
Minocycline HCL
AKA Arestin!
What is the first step to an accurate treatment plan?
VOI Simplify
When referring a patient to a specialist, what should be done before the patient leaves?
Call the office and get them an appt.
Schedule their restoration appointment
Our Mission Statement
To support dentists and their teams as they deliver the highest quality dental care
and experiences to the communities they serve while providing exceptional
careers and creating value for our stakeholders.
What is the LCQAC Objection Formula
L Listen Use Active Listening – you may echo what you perceive to be the
patient’s concern, use “Listening To” skills and do not interrupt.
C Cushion A neutral acknowledgement to reassure the patient that you heard them
and/or they are not alone.
Q Question Reshaping the objection into a question to be certain that you
understand what the objection is. Also, you may restate your
understanding that the patient wants the treatment, it is just the
objection is standing in the way.
A Answer Use questions to answer. Utilize the leaders and trailers. Remember…
you guide a conversation by asking questions.
C Confirm/Close Betting a commitment from the patient to proceed with treatment
What is D4341 VS 4342?
Perio SRP 4+ Teeth/Quad
Perio SRP 1-3 Teeth/Quad
What are our two prime lenders we partner with?
My Smile Care
Care Credit
What amazing tool does the office have to save time with restorations? Fast lab times, less mess, and saves money!
What US dental school did Dr. Kalsi attend?
University of Michigan
What do we do every Tuesday to build the schedule? What code do we use in Dentrix to track this?
Schedule blitz!!! D0096
What types of whitening do we offer?
In office Zoom whitening
Take home trays
Smiles for life take home trays Pre-filled take home trays
10-Step Financial Process
1. Develop rapport
Ask about the appointment—celebrate the alignment of goals between patient and doctor.
2. Patient confirmation
Ask patient to share their overview of what they and Doctor have discussed.
Understand that it will not be in complete detail—this is okay, we are looking for a synergistic
overview of goals.
3. Share excitement
We are all on the same team—working to achieve goals.
Let the patient know they are making a good decision.
4. How would you like me to share the information?
Detail or Bottom Line
Respect what they say!
5. Give fee with Confidence!
BE SILENT AND WAIT FOR ANSWER. By giving solutions or speaking you are breaking the
patients thought process or interrupting the stages of change. This may cause the patient to
become confused and prevent them from moving forward with treatment.
If you need to break the silence ask the patient – “Tell me what you’re thinking”.
6. Repeat back the response, if appropriate. Ask what that means.
7. Whole amount or fitting it into budget.
If the concern is the whole amount we have not closed the treatment.
If the concern is fitting it into the monthly budget we can help!
8. Ask for a payment amount from the patient before suggesting any program!
9. Utilize payment amount from the patient before suggesting any program!
10. Close it today!
What is the thrive goal for professional supplies and lab fees?
3.5% & 5%
Name all 6 of our Core Values
Achievement – Striving for mastery through constant and neverending
improvement, focusing on results and putting the success
of supported offices first.
Honor – Acting with honesty, integrity and transparency,
maintaining a healthy work environment and doing the right things
for the right reasons
Execution – Staying open, positive and mentally flexible, delivering
world-class processes and systems, efficiently managing change
Balance – Promoting work/life balance, creating safe and
supportive environments, giving back to the communities we
serve
Collaboration – Working hard, smart and together, promoting
inclusion and diversity
Celebration – Staying grateful, having fun together, celebrating
each other’s success and growth
What survey company do we use to measure patient satisfaction?
Press Ganey
How does malocclusion related to periodontal disease?
Malocclusion (a misalignment of teeth) affects approximately 74% of American adults, and if you have malocclusion, it may be affecting your periodontal health. When teeth are not properly aligned it becomes difficult to remove plaque, which can lead to gum disease.
Confirmation Policy
2 week -
Solution Reach (SR) will send out an e-mail message or text to all patients
(doctor and hygiene) with devices. The office will call any hygiene patient
without a device to complete their 2 week calls. A 2 week call is not necessary
or required for doctor’s patients since these patients may have scheduled
recently.
*The patient is not prompted to confirm appointment at this time.*
3 days -
Solution Reach will send a confirmation e-mail message or text to all patients
with devices that are not already confirmed. A SR Voice automated call will be
made to all patients without a device (SR will make 3 call attempts). If the
patient confirms through SR the appointment status will change to confirmed in
Dentrix.
2 days -
The office will call any patient that does not have a device and needs to confirm
their appointment.
1 day -
The office will contact any patient that is not confirmed, even if they have a
Solution Reach device.
2 hours -
A text message will go out to all patients. Unconfirmed patients will receive a
reminder and confirmed patients will receive a thank you message.
What important doctor provided document helps the DA understand what the doctor is looking for and pre-heat the patient?
TPP
Treatment Planning for Predictability
How many square feet is DCOD? (within 100 sqft)
3410 Sq. Feet