Doctors and teams leave Boot Kamp pumped

Smiling
A
N
Fall 2004
A
M
A
Vol. 2, No. 1
Z
I
N
G
D
E
N
Doctors and teams
leave Boot Kamp
pumped and
ready to ...
T A
L
M
A
G
A
Z
I
N
E
A Heartland Quarterly
PLAY
BALL!
Welcome
Dental Exec of the Year
Dr. Rick Workman was named
“Dental Executive of the Year”
for 2004 by Excellence in
Dentistry, LLC. Dr. Workman
received his award Oct. 23,
during Excellence in Dentistry’s
October seminar held at The
Aladdin Hotel in Las Vegas. In
attendance were, front row
from left: Yvonne Fields, Angie
Workman, Dr. Rick Workman,
Dr. Anna Singh. Back row, from
left: Dr. Samson Liu, Dr. George
Strickland, Dr. Wayne Olges, Dr.
Woody Oakes (CEO, Excellence
in Dentistry, LLC), and Dr. O.
Craig Shanteau.
Congratulations, Dr. Workman!
We are proud of you!
PAGE 2
W
ow! What an exciting third quarter for our company! We are so excited to
welcome the many new doctors and team members who have joined our
Heartland Dental Care Family!
As I alluded to in our previous issue, we made our largest acquisition to date.
On Aug. 1, 2004, we purchased the assets of Dental Health Associates, Inc. For those
of you unfamiliar with their history, we originally started this group of dental practices in
Illinois. (You will see them referred to on the tracking form as “The Founding Group.”)
I personally want to welcome each one of them to our family of practices. We are
excited about the awesome potential we see in these practices. The enthusiasm they
have expressed since coming onboard is truly inspiring.
More wonderful additions to our family are the dental practices in Florida and Ohio.
The Dental Designs practices in Tampa, Fla., are BEAUTIFUL thriving practices.
Welcome! And keep up the great work! We also added a practice to our Comfortable
Care group in Venice, Fla.. We look forward to growing this practice! Finally, we recently
opened a new start practice in Pickerington, Ohio. We have a great opportunity here!
At Boot Kamp in September, we had our largest group ever! It was so amazing to see
the excitement and camaraderie develop between our doctors, team members and
consulting guests. I already have seen the positive things result from new skills, concepts and
ideas learned from the courses.
I was especially humbled during Boot Kamp by Carol’s emotional expression of
appreciation about the ESOP and what it meant to her. The evaluation process for the next
ESOP begins Jan. 1, 2005. If your office is not yet in the ESOP, meet with your Regional
Director of Operations. What your office does right now will have an effect. Every office has the
potential to be included this time. I encourage you to make a plan and be specific. Often, there
are only a handful of changes that differentiate offices that are included from those that are not
selected.
It really is incredible, the opportunities we all have to make a difference in so many
people’s lives — your life, your children’s lives and in the lives of your co-workers and
their families. You also make a difference in the lives of your patients every day by
providing excellence service to them. I am so proud of everyone who is working his or
her hardest to maximize the full potential available with this retirement benefit plan. It
is your company. Go for it!
In my scouting report, you are ALL Major League MVPs! PLAY BALL!
I
was watching some young kids getting
ready to play some serious Whiffle Ball.
They were arguing back and forth while
trying to choose teams and figuring out who
got to bat first.
Then, the diplomat of the group spoke up
and said, “I’ve got it! Let’s do Rock, Paper,
Scissors to see who goes first.” They agreed,
then went, “One, Two, Three.” One said,
“Rock!” with his fist clenched, while the other
said, “Scissors!” with his fingers extended like
scissors.
Everyone knows that Rock dulls Scissors so
Rock went first. What better way to resolve a
conflict when you are 11 years old?
Observing this exchange, I started to think
about Rock, Paper, Scissors, and which one is
best? It stimulated me to think how much of
this applies to leadership styles. What would
be the characteristics of each one: Rock,
Paper and Scissors?
Let’s take the Rock for example. In my
mind, the Rock would embody strength of
purpose, consistency, commitment, strength
and unrelenting movement toward one’s goals.
These characteristics would be backed up by
systems of success and fueled by power of
vision and intention. These powerful attributes
would give us the strength to deal with minor
Review
by Samson Liu, DDS
Spring View Dental Care, Springfield, MO 417.886.1010
“Encourage the Heart”
Release the positive!
Once upon a time, the manager of an oil
refinery, Harry Hartwell, would conduct daily
inspection tours at the refinery. When workers
saw him coming, they would stop talking, pick
up their pace, and really focus on their work.
Harry conducted daily inspections because he
saw them as an effective way to make sure
production remained high and to solve
problems.
In his mind, he pictured himself “dressed in
Western attire and wearing a silver badge,”
dispensing “frontier justice” as he conducted
his inspections. However, it was an exhausting
task, and, eventually, Hartwell suffered a heart
attack. The fact of the matter is, seeing
oneself as a sheriff dispensing frontier justice
Dr. O. Craig
Shanteau
Clinical Director
Dr. Shanteau can be reached at Dental
Plus in Logansport, IN; 574.722.2233
Leadership & Mentoring
What’s your leadership style: Rock,
Paper or Scissors? Which one wins?
setbacks and changes we have to deal with in
our practices everyday. They also would give
us the power of commitment and vision our
teams need to rely on for guidance and
leadership. The Rock would be an extremely
powerful leadership style.
What about the Paper style of leadership?
This style might be characterized as being
extremely cautious, non-confrontational and
broad encompassing. It would cover all the
bases and, most likely, be popular with the
team to a certain extent.
However, there would be a lack of
accountability and clarity of outcome. An
example might be the “good old boy” or “one of
the girls” style of leadership. When it would
come time to declare expectations and make
decisions, this style would be cautious, slow
and indecisive. This style may be popular but
ineffective.
Finally, let’s look at the Scissors style of
leadership. I would imagine this style to have
the characteristics of extremely quick
decisions, to the point, the tendency to cut
corners and red tape to make things happen
quickly, maybe even to cut through rules or to
cut off people to get to the bottom line. This
leadership style could get fast results at the
expense of cutting corners and people. Is this
a healthy style of leadership for the long term?
Which one
appears to be the
most effective?
In leadership, I
believe we all do not have to fall into the
General George Patton style of leaders or from
top on down authoritative types. I believe the
most effective type of leadership is for each
individual to be his or her own authentic self. It
is here where the true power lies.
For day-to-day circumstances, we may
actually need to apply all styles, Rock, Paper
and Scissors, to meet the needs of our
practices and our teams. If we had to choose
one, I believe it would be the Rock. It would
definitely “dull the Scissors.” And, even though
“Paper covers Rock,” in the short term, over
time, the “Rock will crumple up Paper” and
persevere.
The Rock-like quality of strength of purpose,
unwavering commitment, consistency of action,
and unrelenting constant and never-ending
dedication to improve will win over the others.
Where does your leadership style fit? Are
you the Rock, the Paper, or the Scissors?
Contemplating this will help you to enhance
your leadership.
For the long run, I choose to be the Rock.
is not the type of self-image that ultimately
leads to good health or healthy performance.
However, it is a very common perception
people have of managers or leaders. The
leader who is always looking for trouble will
more than likely find more trouble. In
Encourage the Heart by Kouzes and Posner,
there are three things that happen in an office
where the leader is constantly on the lookout
for problems.
First, they get a distorted view of reality.
Second, over time, production declines. Third,
the leader’s personal credibility goes way
down.
In the classic movie, “My Fair Lady,” which
is based on George Bernard Shaw’s play
Pygmalion, the famous professor of phonetics
Henry Higgins met Eliza Doolittle. He believes
that, by his skill and will, he can transform this
girl into a lady of the upper class. It is through
his efforts and her courage and trust in him,
that the transformation occurs. The most
important point of all is that, in the end,
Doolittle does more than just play-acting; she
actually becomes a lady on the inside, and
she learns to believe in who she really is.
Famous Harvard professor Robert
Rosenthal gave this phenomenon a name
when he coined the term “Pygmalion effect.”
Do we want to go around in our
organizations wearing a sheriff’s badge? Or,
do we want to put our Pygmalion glasses on
and expect and find the best?
Here’s to your success in dentistry!
Recommended titles
• Powerful Leadership, Eric Stephan and
Wayne Pace
• The Heart of a Leader, Ken Blanchard
• Something to Smile About, Zig Ziglar
• More than a Pink Cadillac, Jim Underwood
• Unleash the Power Within, Tony Robbins
PAGE 3
Personal Attention
Oreos, Avon and you . . .
P
icture this: You just answered the phone because it already has rung nine
times. Then, as you walk past the lab, you notice that x-rays are out of
the developer, and the hygienist is tearing down one room and needs
some help with her new patient exam. Your patient will be here in five minutes,
but you mount the films anyway, set up your room, and check on a patient who
is waiting for the doctor’s exam. Where is the doctor?
Then, off in the distance, you hear laughter and chatter. You peek into the
break room, and you see the Oreo feast, open Avon catalogues and two team
members who are in obvious need of something to do. What happened to
“Together Everyone Achieves More”?
Opposites attract, but there is nothing attractive about differing work ethics,
especially if you are not the one eating Oreos.
Now, let’s look at another picture. You just answered the phone because
the business team is busy. They smile at you and mouth the words “Thank
you” as you listen to the caller’s concerns and make a quick appointment. Your
patient will be here in five minutes, so you know you have the time to mount
the hygienist’s x-rays while she is breaking down another room for the doctor’s
next patient. You enter your room, and, to your delight, one of your team
members has set up your room for you! An anonymous Post-it with a happy
face is on your chair. You walk into the break room, and you see the lonely
Oreos and the Avon catalogues, which are set aside for viewing at home. You
look down the hallway and see that your chart is up, and before you can reach
it, your doctor and leader picks up the chart, smiles at you and says, “Let me
seat Susan for you. I want to see the picture of her new grandbaby ... she
promised to bring the photos from her trip ... by the way, she broke #30 and we
really need to work that in for her today ... save her a trip.”
Ah, heaven! ...
The truth is that we create our own environment. We set the norms in
our own workplace. When we each focus on what we can do to help
others, instead of focusing on ourselves, we set a very high precedent.
Julie Thomas can be reached at 217.540.5133.
Thomas
We create a contagious vigor that is
Vice President
without boundaries.
Operations
True team members have synergy.
The military would call them “multipliers”.
They get more accomplished in a single
day than some would do in an entire week.
They love working, serving and doing a better
job than anyone would ever ask them to do.
These are the folks who make it easy to show up on
Mondays, help make a workday fulfilling, set the bar and help others reach it.
These attributes attract the true team members and cause such a strong
positive peer pressure that the Oreo munchers are naturally repelled.
Like likes like.
Here is the true benefit of working with an empowered, contributing,
selfless, energetic team: The patients benefit, and work is no longer work. No
one is worried about taking a smoke break or getting out early for lunch. Down
time is considered an opportunity to offer convenient same-day care for valued
patients.
What patient really wants to make 17 trips to the dentist for “onesies and
twosies”? Our patients come to see us because they perceive they have
dental needs. They trust us to offer the same care we would offer our loved
ones. Above all, we serve our patients. They are the reason we get to play this
great game of dentistry.
This article is written in honor of all of the “multipliers” at Heartland
Dental Care. You enhance every day and everything you touch. You
selflessly go above and beyond for your patients, each other and your
doctors. You are truly the best in dentistry. It is an honor to cheer you on
as you win the game. Go team!
Julie
— JMT
Diane Mueller can be reached at
618.567.4194.
The healing hands of dental hygiene ...
O
BY DIANE MUELLER,
CLINICAL HYGIENE COACH
ne of the
privileges of
being a dental
hygienist is providing
quality care for our
patients, who depend on
us to educate them on their
dental health needs. One of the more serious
problems is periodontal disease. Numerous
studies have proven that the bacteria in chronic
periodontal infections also can contribute to
serious health problems.
In order to provide the highest quality of
care when treating periodontal disease, it is
important that Arestin be placed at the time of
scaling and root planing. Arestin aids in the
elimination of the destructive bacteria that are
found in periodontal pockets.
I recently spoke with Anne Reynolds from
Monroe Street Dental Care in Litchfield, Ill.,
about a patient whom she had treated for
periodontal disease. This patient was very
afraid and was in extreme pain. The patient
was in such severe pain, that he was unable to
PAGE 4
talk. His girlfriend explained that the pain was
so severe that he was unable to sleep at night.
A periodontal exam revealed that he had
generalized pockets of 5mm to 7mm. He also
had generalized bleeding and severe exudate.
Anne took the time to educate him about his
periodontal condition and its link to heart
disease. The patient said that his family had a
history of heart attacks. He then left the office
and went to speak to his physician. His doctor
confirmed that there was a link between the
bacteria in periodontal disease and heart
disease. The patient returned to the dental
office and had his full periodontal treatment of
scaling and root planing and placement of
Arestin in all pockets over 5mm. The patient did
not have insurance coverage, and his total
investment for the treatment was close to
$5,000. The entire team was supportive in
helping the patient receive his treatment.
The next time that Anne saw him was at his
one-month visit. The patient was smiling and
was so excited to see Anne. He said that he
was now able to sleep through the night. He
also had more energy and no longer had pain.
The periodontal exam revealed an incredible
healing. The tissue was firm and pink in color,
and the pockets had healed to 4mm. Anne was
very surprised and impressed with the results,
and so was the patient. He has since referred
many patients to her office.
Anne reflected back on when her office first
ordered Arestin. She said that the biggest
hurdle for her to overcome was her fear of
telling the patients about the cost of the
treatment. Anne laughed when she recalled that
her first box sat on the shelf so long that she
actually sent out an e-mail to sell the box
before it expired. Now, she can’t wait to tell her
patients about the benefits of placing Arestin at
the time of scaling and root planing.
Congratulations to Anne and the many
hygienists who faithfully educate their patients
on the benefits of Arestin at the time of scaling
and root planing. They are providing
professional excellence, and their patients are
benefiting from quality care.
To learn more about Arestin, you can contact
your Heartland Clinical Coaches or your Arestin
representative through Orapharma at 215-9562200.
Professional Excellence
H
Donna Weir can be reached at 217.540.5130.
How do you eat an elephant?
ave you ever been faced with the task of creating an Action Plan and
it feels like you have just been served an elephant on a platter and
asked to eat the whole thing? Where do you begin?
What is an Action Plan? An Action Plan is nothing more than a list of
things you are going to do to improve something. The following steps can
be used to help create your list or Action Plan.
4 basic steps to any Action Plan development
1. Focus on the item that will bring you the biggest Return on
Investment (ROI). What one thing will create the biggest return — the
“biggest bang for your buck”? Another way to look at is the multiplicity —
multiplying your efforts.
Example: Your office wants to increase case acceptance and collecting
from the patient. The Action Plan could be to role play presenting a
treatment plan — specifically using the Hailey tools to handle objections.
Just by concentrating on this one tool, you will be able to increase the case
acceptance and overcome the financial objections. The result is more
patients receive the care they need, an increase in office collections
(because now you are better able to collect co-pays) AND the potential for
bonus increases. By focusing on this one tool, there were three positive
results — multiplicity!
2. Include a basic skill. Have you ever noticed that, before the season
begins, pro athletes work on the basics? Baseball players attend spring
training, football players attend camp, and basketball players hold
preseason drills. Pros continually work on the fundamentals — the
foundation from which everything is built. They don’t reinvent how to throw
Donna Weir
Operations
the ball or catch the ball. They just
master the basics. So, when developing
an Action Plan, at least one task should
involve a basic skill — a communication tool,
customer service, proper filing of insurance or
morning huddle.
3. Make the job easier. One action plan item should be geared
specifically toward making the job easier or working smarter not harder.
Example: Taking the time to set up and stock all treatment rooms so they
are identical can reduce the stress of having to look for items you need
versus knowing exactly where they are. This action also allows for better
control of inventory (know exactly what you have), as well as offers the
benefits of efficiency and ease in training new employees or those who are
substituting in the office.
4. The KIS Principle (Keep It Simple). Avoid getting caught up in the
creation of elaborate plans where you spend more time making the plan
than actually working the plan.
Vice President
A
good Action Plan should be limited to no more than three or four
different areas because the longer the plan, the less likely it is that
everything will get done. Long lists generally mean spending a
little time on a lot of items and can lead to frustration, little or no results
and, eventually, no action at all. Therefore, by consolidating the Action
Plan to a few tasks, you can spend more time on just a few items, see
the progress and celebrate the success a long the way!
So how do you eat an elephant? One bite at a time. How do you
develop an Action Plan? One step at a time.
Heartland Custom Characterized Denture
By Keller Laboratories
Custom Characterized Premium Denture
Includes:
Denture Technique:
Top Quality acrylic base plate for more natural-looking gums
Advanced options for whiter shades of teeth
Improved odor resistance
Shrink-free process for a more comfortable, confident and secure
fit
Replacement “safety” denture (extra soft)
Free annual checkup with oral cancer screening and professional
cleaning
Free reline in first 3 years, if necessary
3-year limited warranty
First Appointment:
Office Materials Required:
Accugel impression kit System 1
Centric tray and registration putty
Chromascop Shade Guide
Alameter
Papillameter
Alma Gauge
Use the Keller Denture RX as guide
Patient interview
Records, shade selection
Accugel final impressions
Second Appointment:
Evaluation of set-up with processed base:
• Full upper and lower anterior with
posterior bite blocks
Smiling photo of patient
Stick bite photo if change is needed
Third Appointment:
Seat or verify reset
Fourth Appointment:
Delivery
Call (800) 325-3056 for system materials, custom RX,
shipping supplies or more information.
PAGE 5
Shared Success
I
Dr. Olges: Embrace change and be willing to learn
n his 30 years of practicing dentistry, Dr. Wayne Olges of Dentistry Plus in
Clarksville, Ind., has seen a lot of changes. From techniques to materials,
just about everything in the industry has experienced change, according to
Dr. Olges.
“It’s an ever-evolving industry,” he said. But change can be good, he
explained. “You must embrace change and be willing to learn.”
And, he’s speaking from experience.
Dr. Olges became a member of the Heartland Family when the company
he worked for was aquired by Heartland. His practice was only about a year
old at the time. Dr. Olges recalled that, while he thought the experience
would be a new adventure, he admitted he had some misgivings, especially
regarding the “perceived” philosophy of corporate dentistry.
However, those misgiving were quickly dispelled, and Dr. Olges, now with
Heartland for five years, has been able to continue growing, both personally
and professionally.
He attributes his success to three things, “hard work, a lot of
perserverence and surrounding myself with a great team.”
Hard work goes without saying. Dr. Olges has committed himself to
working hard, including making time to continue his education. He sought out
IV sedation, completed a two-year program on implants and became wellversed in comprehensive orthodontics.
He also was fortunate to have a great mentor in Duke Heller. Dr. Olges
continues to seek out continuing education through Heartland and has
himself become a mentor doctor.
“Partner with a mentor, model their behavior and techniques,” he offered
up for doctors new to Heartland. “We may not always have all the right
answers, but through our collective experience (of 150-plus doctors), we can
tell new doctors what works and what doesn’t,” he said.
L
Dr. Wayne Olges can be reached at Dentistry Plus
But teaching and mentoring
in Clarksville, IN; 812.288.1066
carry added benefits as well.
According to Dr. Olges, they are key
factors in the success of Heartland
and its practices because of the
relationships that are built.
“The comraderie among
Heartland doctors is not typical
of the industry. But here, doctors
are open and willing to share
information with each other,” he
said.
This creates a win-win situation
for everyone.
Having this type of resource isn’t
exclusive for the doctors, but rather gives
them tools to apply in their practices, especially
with regarding to team building and leadership.
“Ultimately, it’s all about team building and leadership,” Dr. Olges said. “It
takes time and effort to build a successful team, but once this is in place, the
dental part becomes easy.”
Dr. Olges has surrounded himself with a great team, many of them
having been with him for long time. They all work together, and help each
other grow and be successful. They also know they can depend on each
other.
“Doctors are people, too, and human beings aren’t “up” every day. But a
great team will work hard, pick up the slack and, most importantly, inspire
you, the doctor — everyone helps each other.”
Linda Miller excited to start new journey as consultant
Linda Miller can be reached at 618.407.7910.
inda
Miller
joined
Heartland in
January
2000 after
Heartland
purchased
a practice
belonging to
her friend.
Having been in
the dental industry
for several years, Linda
said that, initially, she wasn’t sure she wanted to
get back into “corporate” dentistry because she
didn’t find it to be patient-focused.
However, her friend persisted and
encouraged Linda to meet with Dr. Rick
Workman, and so she did.
“I met with Dr. Workman under the scaffolding
of Linderhof, which was under construction at
the time. Once he shared his vision of doing the
right thing for the patient for the right reasons, I
knew I wanted to be a part of this amazing
company.”
And, there’s been no looking back. Linda said
one of the things she loves about Heartland is
PAGE 6
that it is an exciting ride.
“Things change, and new opportunities are
constantly presenting themselves,” she said.
Linda began as a regional administrator in the
St. Louis, Metro East and Springfield, Mo., area.
Then, about three years ago, she was given the
opportunity to become a Thrive consultant.
“Last year, I spent a year in Nashville as
regional administrator/Thrive consultant, getting
new Tennessee offices operational,” she
explained.
Now, however, Linda is back home in St.
Louis and about to embark on a new path as an
external consultant.
“I’m looking forward to working with doctors
and teams across the country who want to
integrate Heartland’s systems into their
practices,” she said.
As with any change, Linda said she’s a bit
nervous, but it’s a great opportunity for
Heartland, and Heartland has helped prepare
her for her new journey.
“Heartland has taught me that I can do
ANYTHING! The company has provided me with
the tools, resources and confidence to step out
of my comfort zone and take on new
challenges.”
Linda explained that, by tools and resources,
she took advantage of all the training
opportunities offered to her by Heartland through
The Institute at Heartland Dental Care, Bell
Leadership, and administrative and clinical inservices. She said she also took advantage of
the mentoring opportunities available from senior
management, as well as from her colleagues.
Through achieving her own success, Linda
has been able to help others reach their goals
and be successful.
“I try to help others be successful in the same
way that Heartland has helped make me
successful,” she said. “I want to provide the
support and encouragement that the practices I
work with need to feel safe and supported in
setting stretch goals.”
Linda does this by coaching and supporting
the doctor and team to help them see the
possibilities.
“Ultimately, I want to be able to use my
experience to coach and grow others to do my
job.”
For Linda, the decision to join the Heartland
Family was a solid choice. She offered this piece
of advice for those who are either new to the
company or those who are thinking about
joining.
“Open your mind; anything is possible!”
D
Dr. Canter: Find your niche and enjoy what you do
r. Craig Canter of 21st Century Dental in
Springfield, Ill., has been practicing
dentistry since 1991. Both he and his
wife, a dentist also, wanted to open a second
practice, but he didn’t really want the
responsibility of managing a second private
practice. Joining Heartland in 1997 gave Dr.
Canter an excellent opportunity to have the
best of both worlds.
“It was a great opportunity to have a
second practice but not have to manage it,” he
said.
Dr. Canter said they started the practice
from scratch and it took a while to get the
practice up and running and profitable, but it
did happen. He noted that, today, it takes
about a quarter of the time to accomplish the
same thing.
His practice is successful, and he attributes
that to “doing the right thing for the right
reasons …”
Other keys to his success have been
developing personal relationships with his
patients, utilizing the systems that are in place
throughout Heartland and, of course,
persistence.
Other factors in Dr. Canter’s success at
N
21st Century involve his team. Although he
said there have been some recent changes,
most have been with him for a while, including
his dental assistant, who has been with him
for five years.
“We’ve had some turnover with people
going back to school, but when you keep
expectations in line, everything comes into
play pretty easily,” he said.
Establishing and keeping with expectations
also has helped Dr. Canter help his team be
successful.
“We work on consistency, and we provide a
good working environment,” he said.
“We also make the expectations known.
But I think it also is important to give people
added responsibilities and then hold them
accountable.”
For new doctors joining Heartland, Dr.
Canter believes investing one’s time, effort
and money into the systems at Heartland is
important to achieving success.
Why?
“These systems are designed to work,” he
said.
He also believes that it is important to find
your own niche in dentistry.
Dr. Craig Canter can be reached at 21st Century
Dental in Springfield, IL; 217.698.9500.
“There have been a ton of changes in the
industry, and there are several different
avenues of dentistry to choose from, so it is
important to enjoy what you are doing,” he
said. His passion is the bread and butter of
dentistry, or root canals, crowns and fillings,
and some smile designs and Invisalign cases.
“If it’s bread and butter dentistry or smile
designs or some other area, find what you’re
good at. You don’t have to do everything. Do
what you do best.”
Nancee Shinn can be reached at 317.374.7860.
Nancee Shinn takes on new role as regional director
ancee Shinn became a member
of the Heartland Dental Care
Family in July 2000, when the
private practice where she served
as an office manager joined
Heartland. Although Nancee didn’t
have a dental background, she did
have one in finance, and her expertise
was much needed at the thenstruggling practice.
Although Nancee liked her job,
especially since she was able to work with her
sister, who is the hygienist at Eagle Creek, things
weren’t really popping for her until she attended her first Boot Kamp in
March 2001.
“It changed my life —the way I thought. It changed my perspective.
In my life, this was the right fit for me – both personally and
professionally,” Nancee recalled.
And, it did change her life. She became a regional administrator then
a Thrive consultant.
As a Thrive consultant, Nancee said, what she really did was offer an
outside perspective of what was going on in the practices she served.
“In practices, team members can be too close to a situation. That
means emotions are attached, and that can sometimes stand in the way
of success.”
Nancee said that, with Thrive, she received permission from the
teams to be honest with them and was able to ask the questions that
need to be asked, even if they were difficult ones.
Then, she worked with the teams to develop an action plan for
achieving their goals, whether those goals were to become an ESOP
office or to increase production or just give their patients better care.
Nancee said that she focused on using the Hailey communication
skills because she wanted to energize the teams to be all they could be
– that it was more than just a job or just going through the motions when
using one of Heartland’s systems.
“I liked bringing passion to what we did so the offices didn’t see them
as systems, but rather something that could benefit both their patients
and their practice,” she said.
The success these offices achieved, was Nancee’s payback.
“I like to see practices grow and teams build confidence,” she said.
“People need a road map to where they want to go, and I’ve provided
them with that road map. It’s been very satisfying to me. It’s been very
real. In the end, they’ve done as much for me as I’ve done for them.”
Now, Nancee will be taking her skills and successes to the next level
in her new position as one of 10 Regional Directors of Operation for
Heartland. Covering offices in Indiana from Indianapolis to the Illinois
border, Nancee will continue to develop and sustain strong and positive
relationships with doctors, ensure practice protocols, encourage and
facilitate doctor development, and help entire teams set goals.
In addition, she will oversee practice administrators in her territory,
manage human resources, maintain communication with Vice President
of Operations, and facilitate the opening of new and transitional offices
in her area, as well as keep abreast of what is taking place in the
industry.
PAGE 7
Continuing Education
‘Put me in coach, I’m ready to play ...’
W
hen they left Boot Kamp in September, doctors and
teams were pumped and “ready to play” — play ball
that is. Not actually softball or baseball, but rather
being able to get back to their practices and work together as
a team to have a successful year. That’s what Boot Kamp is
all about.
Like all the continuing education courses available through
Heartland, Boot Kamp gives doctors and team the tools and
information they need to go back to their practices and serve
up the best treatment plans, utilizing their best skills to gain
case acceptance and, ultimately, not only meet, but also
exceed their patients expectations.
Regardless of how long doctors and teams have been
with the company, there is something for everyone at Boot
Kamp. Courses are designed for each level, whether it’s
Level 1 for those new to Heartland, or Level 3 and up for
those who have been with Heartland a while. Courses range
from personalizing patient care to breaking barriers and
conflict management, to hands-on multi-media and marketing
ideas. There are thought-provoking discussions with peers
and lectures presented by motivational speakers.
Doctors and teams learn how to improve their
communication skills so they can better communicate with
their patients and each other. They learn about new products,
and hear about the latest research and its findings.
When doctors and teams leave, they are inspired and
motivated to take their new knowledge and implement it into
their daily routine. They’re ready to step up to the plate hit
that home run!
Their reward? The success they achieve, both
professionally and personally, as a result of the experience.
Doctors and teams attending Boot Kamp have varying
backgrounds, and years of experience, but they share a
common bond: to learn and be the best they can be.
Are you ready to play?
If you’d like to:
• Be a part of a winning team;
• Networking with peers;
• Learn additional communication principals to
help be more successful and build better
relationships with patients;
• Gain up to 200 CE credits each year
through advanced training;
Then you might want to consider becoming a
part of the Heartland Dental Care team.
Call 888-999-3661 for more information.
PAGE 8
HANDS-ON
TRAINING AT
HEARTLAND
ZOOM! IN-OFFICE WHITENING TRAINING
CUSTOM
CHARACTERIZED
DENTURE
IMPRESSIONS
TRAINING
EXPANDED DUTY DENTAL
ASSISTING TRAINING
MINI IMPLANT TRAINING
PAGE 9
Making a Difference
A smile says a thousand words
S
miling, for most people, is an easy expression. It’s a sign of happiness,
gaiety, and even success. But for some, women and men alike, it is
something completely different. For these people, smiling is very
difficult and, sometimes, even impossible.
For some people, comments like “She would be so pretty if ... ,” or “He
would be so handsome if ... ?” cut like a sword. For those on the receiving
end of these statements, life is anything but smiles.
However, all is not lost, all is not a wash, and all is not impossible. Today,
we have cosmetic dentistry.
Before
A
After
couple of months ago, I received a call from my friend, Debbie, who
was virtually in tears. She had heard once too often from family
members, co-workers and even clients, “You would be so pretty if you
would only have your teeth fixed.”
For Debbie, the issue was not heavy stain, calculus or decay, but post
orthodontic relapse. And, working in sales primarily with the medical and
dental profession, she knew the importance of a beautiful white smile.
As seen in the before photo, Debbie had moderate to severe crowding
and overlap in the anterior six. Her treatment included gingival recontouring,
followed by an aggressive facial reduction in the buccal truded teeth, and
lingual reduction on the lingual truded teeth. This, along with the required
mesial or distal reduction, allowed us to place the teeth back into an ideal
arch form. This allowed the lab to fabricate a combination of porcelain
crowns and veneers to give back to Debbie her beautiful smile.
Debbie phoned me when she returned to her North Chicago Suburb
home to tell me that she still could not believe what she saw when she
smiled. She stated that she could not stop looking at her new smile in the
mirror the whole way home.
Now, Debbie has a dazzling smile to go along with her energetic and
bubbly personality.
A
s stated earlier, not only women but also men face issues regarding
their smile. Soon after Debbie’s phone call, Suzanne came to our
office for a new patient exam. During her appointment, she asked
about Invisalign and smile designs. This information was not for herself, but
for her husband, John.
John recently was made the regional supervisor for his company, and he
and his family were new to the area. Being in the public eye, John also
realized the importance of a great smile. Suzanne explained that John
needed work done, and he was not happy with his smile.
We spoke with her about both modes of treatment but explained that we
would be more precise after his complete exam and radiographs. John’s
exam revealed a Class III bite with an extensive deep underbite. At his initial
PAGE 10
Dr. Patricia Scott can be reached at Illini Dental Care
in Champaign, IL; 217.359.8697
exam, John stated that he did not want
to undergo Orthodontic treatment but
would rather undergo root canal, post
and core, and crown treatments if
necessary.
At this point, we took the necessary
photos and impressions and submitted them to
the lab for a consult. The response I got back from the
lab was, “Wow! This is going to be extremely difficult. The best we could
hope for would be an end-to-end occlusion, but the incisal edges would be
very thick.” We also decided to open John’s bite 2mm to 3mm to give us
room to bring the maxillary teeth forward. The wax-up showed a slight endto-end bite with very thick incisal edges.
Prior to his appointment, John voiced concerns about his teeth looking
too large and too fake. He had seen some really bad “afters” and was a little
worried. However, we assured him that he would not look “horsey,” and he
seemed to relax a bit.
When his appointment date arrived, a very nervous John walked in to the
office. He was so nervous that he offered Amy, the dental assistant, $500 to
let him leave. Needless to say, Amy did not accept the bribe, and we got
started.
Due to the length of this appointment, John was scheduled on a Friday.
Although Friday was our normal off day, we made an exception so that John
would be the only patient. This also enabled John to have the entire
weekend to adjust to his new bite. We ordered in lunch, let the patient have
breaks as needed, and, at the end of the appointment, the results were even
better than expected. We were able to achieve enough space to not only
make the incisal edges thin but also to achieve a slight Class I anterior bite.
The end results shocked and amazed both Amy and myself. We handed
John the mirror. His response when he saw his new smile was, “I’m trying to
be a man about this, but I’m about to cry!” This was followed by big bear
hugs and lots of thanks. Amy and I started getting teary-eyed, too.
The entire staff
and John waited in
the lobby for
Suzanne so that we
could witness her
reaction. When she
saw John, she
placed her hands
over her mouth in
amazement. This
was soon followed
by a big hug and a
kiss for her
husband. She
thanked us for the
terrific job we had
done, then they left
with smiles on their
faces.
Before
After
In a matter of a
few hours, we were able to transform this man from someone who never
smiled to a person who could hardly stop smiling.
I
n a matter of a few hours, we were able to transform two lives. Two people
who found it painful to smile are now smiling with ease and confidence.
Like I always say, “The eyes may be the path to the soul, but a smile is the
gateway to the heart.”
PROFESSIONAL WHITENING:
Enhancing your practice success!
W
— Kristy Ménage Bernie, RDH, BS
hile today’s dental practices have a plethora of whitening products to choose from that differ
as much as the whitening administration technologies themselves, the consumer is
bombarded with even more choices and options that promise whiter and even healthier
smiles. As dental professionals, it is critical to offer the latest information to clients so that informed
decisions can be made with respect to smile enhancement as well as optimal oral health. Important
distinctions exist in whitening products for both initial whitening and for maintenance of results.
The dental team should be prepared to offer client education on tooth whitening starting with
the basics behind tooth whitening science, which begins by discussing the two types of whitening
processes: peroxide based whitening and non-peroxide based stain removal. Professional dialog
might include the following:
“Peroxide based whitening products remove stain
deep within the tooth structure as well as surface staining
through an oxidation reaction from the peroxide. This
procedure is best initiated here in the practice since
there are many different dental conditions that may or
may not respond to whitening. We offer two treatment
options: professionally supervised take-home
products and/or in-office administered. Professionally
supervised take-home options include overnight or
daytime wearing of a custom-fitted tray in which the
peroxide based agent is placed, while professionally
administered includes chairside or in-office whitening for
immediate results. Either process will assure the best
and quickest possible outcome. In fact, smiles can be
whitened up to 8 shades or more under the expertise
of a dental professional in as little as one hour! We
pride ourselves on tailoring a program that will meet
your needs!”
It is important to differentiate for clients that peroxide based
products that are available via television or drug store are not always reliable due to many variables,
such as acidic and runny solutions, which are easily swallowed, as well as unproven means to deliver
whitening agents, such as a boil and bite mouth tray. Many over-the-counter options also have not
undergone the testing seen with professionally recommended products.
In addition to understanding the whitening process, promotion of whitening services is key.
This has never been easier than through the use of the ProActive Care Prophy Pak by Discus Dental.
This pak includes the tools to deplaque the tongue after the dental hygiene experience or extensive
restorative procedure, while educating on tooth whitening through the shade guide; simply
deplague the tongue, mark the current shade on the guide and return to the client.
Use of the ProActive Care Prophy Pak will complete the dental hygiene
experience and address the cosmetic needs of clientele.
Asking each client about his or her interest in
whitening procedures will do more than just enhance
office productivity. A recent national survey of dental
hygiene professionals showed that patients
undergoing aesthetics enhancements have an
improvement in oral health!
PAGE 11
Ultimate Makeover
New smile instills confidence,
builds self-esteem for winner
of Ultimate Makeover
F
or Lori Karns of St. Elmo, Ill., smiling was not something she did often.
Teased as a child, called “snaggletooth” by friends, she had low selfesteem and no confidence.
After being selected as the winner of the Ultimate Makeover, sponsored
by the Heartland Center for Aesthetic Dentistry, Fifer Center for Plastic
Surgery and Effingham radio station WCRC, Lori gained a new lease on life
with a complete makeover that included a new smile, compliments of Dr.
Adam Link and team.
Following preliminary work of root canals and crowns, Lori received
procelain veneers and Zoom! whitening. Lori couldn’t have been more
pleased.
“I can look in the mirror now and say, ‘I love my smile, I have a beautiful
smile. I like the way I look.’”
An unveiling for Lori was held at The Institute Oct. 28, where family
members, friends and the public came together to share in Lori’s new found
confidence.
Charity Drive
Smiles for Lilfe team with Chely during her benefit concernt in Nashville.
PAGE 12
Before
H
After
eartland Dental Care held its first company-wide charity
drive this summer from May 1 through June 30 to
benefit three charities: Reading, Writing and Rhythm,
Cardinals Care and Smiles for Life. On a voluntary basis, 26
Heartland practices participated in the drive and together
raised $42,088.50 to benefit these charities.
In addition, some local charities benefitted as well due to
changes made in the Smiles for Life campaign, which allowed
donations to be split 50/50 with a local charity of choice.
United Way of the Quad Cities, the Samantha Hickey
Memorial Foundation and Riley Hospital were the chosen
recipients of this year’s drive.
The breakdown for the charity drive is as follows:
• Reading, Writing and Rhythm: $35,000
• Cardinals Care: $1,000
• Smiles for Life: $3,044.25
• United Way: $1,485
• Samantha Hickey Memorial Foundation: $1,559.25
In addition to raising funds for these worthwhile charities,
an incentive was added for the Reading, Writing and Rhythm
drive.
The team, whose members raised the most funds through
May, was invited to attend the Chely Wright Benefit Concert in
Nashville, Tenn.
Congratulations to Smiles for Life in Maryville for winning
the trip. This team worked hard to donate more than $7,000
to Reading, Writing and Rhythm! WOW!
Offices that participated in the charity drive were:
Carterville, Nichols Park, Antioch Dental Care, Muncie Plaza,
Eagle Creek, Gateway, Crow Valley, South Street, 21st
Century Rock Island, Towne Centre Dental Care, Prestwick
Point, Cool Springs, Westfield, Cambridge, Perfect Smiles,
Kokomo, CCD – Bee Ridge, Coles County, O’Fallon Family,
Smiles for Life, Hickory Hollow, West Towne, Merrillville
Family, East State, Heartland Family, Cason Lane and South
Farm. Great job everyone!
Departmental Notes
Meet the
MIS team!
T
he MIS team’s goal is to provide timely,
accurate operating and financial data in
the most efficient manner.
We are the home office team responsible for
the preparation and distribution of the daily
tracking form, MAPS and the office monthly
financial statements. With those duties, we
also manage the company cash, adjust the
patient ledgers for write-offs, prepare accrued
financial data for banks, and serve as a
resource to the offices on any financial
questions that may arise.
We all know the Company has grown, and
the MIS team has grown to keep pace. Since
Dec. 31, 2003, the MIS team has added five
employees with the addition of Josh Clark,
Samantha Rauch, Amanda Gephart, Molly
Pudik and Steve Leuschke.
With the implementation of the ESOP and
the start of the future ESOP Company, we have
changed duties and roles several times
throughout the year to manage the volume and
the complexities of operating two companies
under one team.
Dentrix tip:
Changing Head of House
(H of H):
1. This process requires exclusive
use of Dentrix. Close out of
Dentrix on all computers.
2. Open the Family File and select
the appropriate family.
3. Click on Edit and choose
Family Relations.
4. Highlight the family member
who should be set as Head of
House.
5. Click the Set H of H 1 button.
6. Click OK.
If you have any questions, you can
call a member of the IT Department
toll-free at 866.544.5100.
The Heartland Dental Care MIS team is comprised of, front row, from left: Erin Heuerman; Julie Howard; Jill
Miller; Amanda Gephart; and Charity Wagner. Back row, from left: Steve Leuschke, Controller; Samantha Rauch; Marie
Kuhl, Senior Accountant; Greg Nuxoll, Controller; Tracy Gephart; Kelley Ronan, Senior Accountant; Molly Pudik; and
Josh Clark.
As the New Year approaches, our goals are
striving for efficiency in our systems, providing
world-class support to our offices, and
distributing information to management and our
offices in the shortest amount of time for
A
effective decision-making.
If you ever have questions on the tracking
form, MAPS or your office’s financial statement,
please call us, and we will be happy to help in
any manner we can.
A message from the Human Resources Department
s the year 2004 comes to a close, the
Human Resources Department would like
to remind you about a couple of things.
If you have had an address change within
the past year, please notify your payroll
processor to make sure your correct address is
on file.
Also, please take a minute to check your
payroll stub to ensure your social security
number is correct. It is important that we have
your correct address and Social Security
number on file to ensure your W-2 form is
processed correctly. Your help with this is
greatly appreciated!
W
e are excited to announce that two
new employees have joined our
team.
Rita Mette started in August as a Payroll
Processor. She brings with her 30 years of
payroll experience. Rita handles payroll for
dental offices in Illinois.
Dianna Shull joined the Human Resource
team in September. She brings with her six
years of Human Resource experience. Dianna
will be assisting with benefit administration and
Human Resource generalist duties.
We are excited to have both of these ladies
on our team.
A
s the end of our first year as an ESOP
company quickly approaches, we need to
utilize the skills we learned at Boot Kamp
and step up to the plate and think like owners.
Eligible participants in the ESOP can expect
their 2004 ESOP distribution in the spring of
2005.
Every team member can be an MVP, so let’s
end 2004 with a Grand Slam!
PAGE 13
Heartland Family Photo Album
Spooky team
Dr. Tony Khara and team of
Diversified Dental in
Springfield, Ill., dressed up for
the patients on Halloween. In
case you’re wondering, they
are, from left, Jennifer, Pam,
Jasmine and Jessica with Dr.
Khara front and center!
Midnight Parade
Dr. Joshua Garver and team of
Complete Family Dental Care in Anderson,
Ind., participated in the July 4th Midnight
Parade in Anderson, which was the first
July 4th parade in the nation. Although
they only had a short time to pull it
together, they DID it, and a good time was
had by all!
Aloha!
Dr. Jordan Spencer and
team were ready to hula during
their Charleston Chamber of
Commerce Business After
Hours held July 8 at 21st
Century Dental in Charleston, Ill.
There was plenty of food and
fun to go around as Chamber
members and guests visited the
practice!
1st visit
Kidsfest
Dr. Jason Miller and team of Dentistry
Plus-Cool Springs in Franklin, Tenn.,
participated in Kidsfest in August, where
they did Toothprints and handed out goodie
bags. Kidsfest is held yearly and draws
around 2,000 kids. Way to go, team!
Tonya Myers
takes time to pose
with this young
patient during his
very first visit to the
dentist, Dr. Jessica
Kazem and team at
Brownstown Dental
Care in
Brownstown, Mich.
Got Floss?
Dr. Lisa Foerster and team of Terre Haute Family Dental in Terre
Haute, Ind., got a lot of interesting questions, smiles and new patients
with their “Got Floss?” shirts during a health fair at the largest Farm
Expo in the Midwest this summer. Shown with “Survivor’s” Big Tom
are Jen, Amee, Rhonda and Linda. Dr. Foerster and Charlene were
busy registering farmers and their wives for a free whitening drawing!
August 2004 Management 201 grads
PAGE 14
Front row, from left: Sheree Heaphy, Susan Hodge, Amy Smith and Tracy
Thompson. Back row, from left: Donna Weir, instructor, Sheila Osborn, Ray
Caruso, Sandi Gross and Angie Lemming, instructor.
Teddy Bear Checkup
Dr. Jeff Feltzer and team
at South Bend Family Dental
Care in South Bend, Ind.,
held a Teddy Bear Checkup
in August, to which schoolaged children brought a new
or gently used bear while
getting their school checkup.
The kids received free
Toothprints in exchange for
their bears, which were
donated to the state and local
police.
Abby Feltzer
Trick or Treat
Patients at Linderhof Family Dental Care in Arnold,
Mo., were in for treat when the team dressed up for
Halloween!
Health fair
Team members from South
Farm Family Dentistry in
Lexington, Ky., participated in a
health and wellness fair Sept.
25 at the Turfland Mall in
Lexington. Attending were,
from left, Sherry Wilkerson,
Susan Gray, Marijo Hawver
and Dr. Ruth O’Daniel. Look at
these ladies smile!
Follow the Yellow Brick Road?
Dr. Robyn Drewes-Hayes and team at Morton Family Dental Care
in Franklin, Ind., brought the “Wizard of Oz” characters to life for their
patients on Halloween! “Lions, and tigers and bears ... Oh my!”
Crusade Day
Columbia Daze Parade
Dr. Jason Allen and Dr. Kristin Miller and team of Perfect Smiles in Columbia, Ill.,
participated in the Columbia Daze Parade Aug. 21. The teams, as well as family members
and friends, handed out coupons, toothbrushes and can coolers. Everyone had a great
time!
Dr. Wayne Olges and team of Dentistry Plus in
Clarkesville, Ind., have helped raise funds this year for
The Crusade, a local charity for Kentucky and Southern
Indiana. On Crusade Day, the team saw
underpriviledged children from ages 3 to 12, providing
exams, x-rays and clearnings for $15 with 100 percent of
the proceeds going the charity. The team raised $565 in
one day! Way to go Dr. Olges and team!
These Heartland candids have been brought to you by Kodak
PAGE 15
FYI
. Mark Your
Calendar
DECEMBER
9
Regional Directors Meeting
9-10 Advanced Team Leadership
10-11 Dr. Leadership V and Team
Leadership
11
Dr. Holiday Party
13-15 New Employee Orientation
17
Home Office Holiday Party
Congratulations!!
Dr. Bill Bloink, Smile for Life Dentistry in Maryville, Ill., was recently voted the
No. 1 Dentist in the Best of Collinsville & Surrounding Communities, Part II, 2004 by
Collinsville Herald Journal readers! Dentistry Plus-Cool Springs in Franklin,
Tenn., Dr. Jason Miller and Dr. Kellee Lusk, was voted one of the top three “Best in
Parenting” award winners for Family Dental Care by Williamson County readers!
Way to go, doctors and teams!
Invisalign is an affordable,
comfortable way to straighten teeth!
®
• Patient financing is available!
Try Dental Fee Plan or Care Credit
JANUARY
10-12
13-14
21-22
22
29
• Low payments with no
money down!
New Employee Orientation
Regional Directors Meeting
Team Leadership
Dental U-1, Illinois
Dental U-1, Indiana
For approved applicants
FEBRUARY
11
11-12
12
14-16
18-19
19
Specialized Dental U-1
Dr. Leadership V, Hands-On
Dental U-2, Illinois
New Employee Orientation
Dr. Leadership V, Hands-On
Dental U-2, Indiana
MARCH
4
5
17-19
TBA
APRIL
1-3
9
22
23
30
MAY
6-8
JUNE
3-5
PAGE 16
Specialized Dental U-2
Dental U-3, Illinois
Spring 2005 Boot Kamp!
New Employee Orientation
Heartland Aesthetic
Continuum, Posterior Prep
Dental U-3, Indiana
Specialized Dental U-3
Dental U-4, Illinois
Dental U-4, Indiana
Heartland Aesthetic
Continuum, Posterior Seating
and Anterior Prep
Heartland Aesthetic
Continuum, Anterior Seating
About this publication ...
• “Smiling” is published quarterly. Any office or team interested in submitting stories,
columns, photographs, etc., may do so by contacting Tinley at 217.540.5192 or emailing:
thanks@heartlanddentalcare.com.
• If you know of someone who is interested in joining our Heartland Dental Care Family,
please contact Director of Recruiting Eric Kalber at 888-999-3661 or email him at
ekalber@heartlanddentalcare.com.
PRST STD
US POSTAGE
1200 Network Centre Drive, Suite 2
Effingham, IL 62401
PAID
EFFINGHAM, IL 62401
PERMIT NO. 268