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For Dental Professionals June, 2010 A partnered publication withSales Dental Sales Pro • www.dentalsalespro.com

For Dental Sales Professionals

October 2018

A Valuable Service

PLUG INTO

THE FUTURE Digital sensor holder on the control head

engledental.com

Two USB ports pre-fitted on the control head

Monitor mounts pre-wired with HDMI cables

Headphone jack for patient entertainment

OCTOBER 2018

FOR DENTAL SALES PROFESSIONALS

A Valuable Service

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Editor’s Note

10

Handpieces

11 12 34 38 40 42 47 4

At Your Service

Dental professionals today have more – and better – handpiece options.

Electric Handpieces

More efficient, easier-to-use electric handpieces help dentists meet their patients’ high expectations.

Addressing Your Team’s Needs

Gaining a Customer’s Trust

Dentists can depend on their service techs to help avert potential crises.

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How to galvanize your team when times are tough

The Dental/Medical Clinic

Amalgam Separators

26

As the two disciplines draw closer together, is the dental/medical clinic far behind?

Health news and notes Technology News

OSAP Annual Conference sees record attendance

Technology News

Windshield Time

Automotive-related news

News

October 2018

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EDITOR’S NOTE

LAURA THILL Editorial Staff

At Your Service If anyone can

redefine the meaning of service, it’s the service technician. To service generally means to provide routine maintenance or repair work. But, as readers will find in this issue’s feature article, “A Valuable Service,” there’s nothing routine about a service tech’s visit to a dental customer.

Take a recent office setup by Daniel Altman, a Burkhart service tech in Fairbanks, Alaska. “It was a typical orthodontist office,” he recalls – or so it appeared.

The equipment was late to arrive and his team was forced to battle snow, ice and temperatures that dipped as low as -40 degrees F. “I was away from my family for two weeks straight in the dead of winter,” he says. And yet, he completed the install in time for the orthodontist to open on schedule.

Don Sisco, a Benco project manager and equipment support technician in the company’s Great Lakes region, describes an installation that involved an exceptionally tight space. Knowing this could present an issue, he called in his sales rep colleague and a few manufacturer reps. Together, the team devised a solution, albeit one that would require many additional steps. Nevertheless, the installation was a success, and the customer was more than satisfied.

Indeed, service techs today are wise to expect the unexpected. Furthermore, given that some dental practices hold on to older equipment, while others are much quicker to implement new technology, they’ve had to become experts on a broader and broader range of products. “In back-to-back service calls, I may work on a 20-year-old piece of equipment at one practice, and a brand new one at the next,” says Brian Villery, a New Orleans-based Patterson Dental service technician.

Even the most knowledgeable of service techs, however, will struggle to maintain their customers if their relationships are not built on trust. And doing so doesn’t happen overnight, according to Leon C. Reynolds, a Henry Schein Dental service technician in the Austin, Texas, area. “To build trust, service techs need to listen to their customers’ needs, diagnose an issue and fix it,” says Reynolds. Indeed, as the equipment becomes more complex, it becomes more and more important to communicate with the dental team, he points out. And, as has proven to be the case time and again, when service techs and their field sales reps work together, they are bound to provide twice the value to their dental customers.

Indeed, as the equipment becomes more complex, it becomes more and more important to communicate with the dental team.

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October 2018

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Editor Laura Thill lthill@ sharemovingmedia.com Managing Editor Graham Garrison ggarrison@ sharemovingmedia.com Founder Brian Taylor btaylor@ sharemovingmedia.com Senior Director of Business Development Diana Craig dcraig@ sharemovingmedia.com

Director of Business Development Jamie Falasz, RDH jfalasz@ sharemovingmedia.com Art Director Brent Cashman bcashman@ sharemovingmedia.com Circulation Wai Bun Cheung wcheung@ sharemovingmedia.com Weekly Drill Editor Alan Cherry acherry@ sharemovingmedia.com

First Impressions is published bi-monthly by Share Moving Media 1735 N. Brown Rd. Ste. 140 • Lawrenceville, GA 30043-8153 Phone: 770/263-5257 • Fax: 770/236-8023 www.firstimpressionsmag.com

First Impressions (ISSN 1548-4165) is published bi-monthly by Share Moving Media., 1735 N. Brown Rd. Ste. 140, Lawrenceville, GA 30043-8153. Copyright 2018 by Share Moving Media. All rights reserved. Subscriptions: $48 per year. If you would like to subscribe or notify us of address changes, please contact us at the above numbers or address.

POSTMASTER: Send address changes to Share Moving Media., 1735 N. Brown Rd. Ste. 140, Lawrenceville, GA 30043-8153. Please note: The acceptance of advertising or products mentioned by contributing authors does not constitute endorsement by the publisher. Publisher cannot accept responsibility for the correctness of an opinion expressed by contributing authors.

First Impressions editorial advisory board Shannon Bruil, Burkhart Dental Frank Cohen, Safco Steve Desautel, Dental Health Products Inc. Nicole Fox, Patterson Dental Suzanne Kump, Patterson Dental Dawn Metcalf, Midway Dental Supply Lori Paulson, NDC Patrick Ryan, Benco Dental Co. Scott Smith, Benco Dental Co. Tim Sullivan, Henry Schein Dental

Clinical board Brent Agran, DDS, Northbrook, Ill. Clayton Davis, DMD, Duluth, Ga. Sheri Doniger, DDS, Lincolnwood, Ill. Nicholas Hein, DDS, Billings, Mo. Roshan Parikh, DDS, Olympia Fields, Ill Tony Stefanou, DMD, Dental Sales Academy

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FIRST PERSON

Gaining a Customer’s Trust Dentists can depend on their service techs to help avert potential crises.

When David Rice, DDS, the owner of an East Amherst, NY-based restor-

Dental equipment today may not break down very often, but when it does, it’s a crisis, notes Rice. When that happens, more than anything, the dental practice needs a service technician it can depend on, he adds.

“The worst feeling in the world is not being able to deliver to our patients, especially given their level of expectations today. Our patients are on tight schedules. They miss work and family commitments to make time for their dental visit, and it can be difficult for them to return to the office because a system has failed.”

Downtime is costly for the practice as well. “In a single afternoon, a dental practice can lose all of the savings it anticipated on, say, cotton balls over the next 20 years,” Rice points out.

Nor does Rice, a loyal Patterson Dental customer, ever question his service tech’s recommendation, whether it’s to repair or replace broken equipment. “We most definitely trust our service tech,” he says. “We always ask him, ‘If this was your equipment, what would you do?’”

ative and implant practice, recently upgraded the software on his CAD/CAM system, everything ran smoothly – until it didn’t. “We had a patient in the chair when the equipment acted up,” he recalls. “One of our assistants called our service tech, who walked her through the process to fix it. The problem was eliminated in the moment, and then the tech showed up 30 minutes later to reinstall the software.”

Building trust Transparency and honesty are two of the best ways for service techs to gain their dental customers’ trust, says Rice. But he particularly appreciates when his tech educates his dental team on what they can expect from their equipment in the near future. Especially in an introductory meeting with the service tech, “why not offer the dental practice a risk assessment on all of its equipment?” he suggests.

“Everything today is digitally driven, from CAD/CAM to 3D printing, which is taking off,” he continues. “Dentists know how to use the technology, as well as the results we are looking to achieve. But, we don’t always understand the intricacies. Having a service tech – especially one who can predict and trouble shoot problems as equipment become increasingly higher tech – will continue to be a valuable service.”

David Rice

Editor’s note: Founder of the nation’s largest student and new dentist community, igniteDDS, Dr. David Rice travels the world speaking, writing and connecting today’s top young dentists with tomorrow’s most successful dental practices. In addition to igniteDDS, Dr. Rice maintains a team-centered, restorative and implant practice in East Amherst, NY. With 23 years of practice in the books, he has completed curriculums at the Spear Center, The Pankey Institute, The Dawson Center and the school of hard knocks.

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HANDPIECES

Handpieces Dental professionals today have more – and better – handpiece options.

Handpiece technology has gone through a number of changes in recent years. As a result, clinicians today can select from highly efficient, easyto-use models in a variety of styles. Some of the most popular handpieces on the market include electric torque-controlled and air-driven handpieces. Depending on the services offered at a particular practice, your dental customers may seek a handpiece designed for hygiene procedures, a low-speed handpiece for routine perio procedures and more.

The cost of a handpiece may range from a couple of hundred dollars to as much as $1,500.

Not every practice requires the most expensive unit.

Nevertheless, your customers must keep in mind that spending less up front may result in sacrifices down the road.

Low-end handpieces are sometimes louder, which can be distracting to patients and staff. They may be heavier/less ergonomic and unwieldy to use.

They may generate less power, the turbine may not last as long and the warranty may not be as comprehensive as that of higher-end handpieces.

Indicators that a handpiece must be repaired include a high, shrill, grinding noise; worn out bearings; improper rotation; and excessive heat and/or moisture.

Proper care and maintenance

Given the variety of handpieces on the market, numerous variables can impact their longevity. That said, with proper maintenance and sterilization, most handpieces last for as many as 500 cycles of use/sterilization.

Indicators that a handpiece must be repaired include a high, shrill, grinding noise; worn out bearings; improper rotation; and excessive heat and/or moisture.

When the handpiece no longer runs at full capacity or optimal speed, it’s most likely time to replace it with a new unit.

The dental practice should purchase a maintenance kit with its new handpiece, which can aid with troubleshooting when small issues arise. In addition, having extra turbines on hand can help prevent downtime when they must be replaced.

Probing sales questions When their dental customers are ready to purchase a new handpiece, by asking a few probing questions, sales reps can determine the solution that best meets the needs of the practice: • “Doctor, are you looking for an autoclavable handpiece?”

• What handpiece design do you find is easiest to use? A sleek design? A smooth grip? Etc.” • “Can I walk you through the sterilization process for a few types of handpieces? That way, you can decide which handpiece would be most practical for your office.”

Some dentists might be surprised at the cost of a new handpiece, or they may object to the maintenance required on new units. Remind your dental customers that investing in new handpiece technology is one of the easiest ways to ensure their dental practice remains competitive and a leader in the community. Indeed, handpiece technology is expected to continue to advance at a rapid pace. A single purchase can yield a huge return on investment for years to come.

Editor’s note: First Impressions would like to thank DentalEZ for its assistance with this piece.

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October 2018

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Electric Handpieces More efficient, easier-to-use electric handpieces help dentists meet their patients’ high expectations.

Patients today expect

near-perfect results, and clinicians depend on their equipment to help them deliver on those expectations. Thanks to a few dramatic improvements in electric handpiece technology, dentists can easily cut through hard materials, such as zirconia and emax crowns, producing clean-cut margins, consistently and efficiently.

Indeed, as manufacturers have introduced smaller, lighter-weight and more affordable units, more and more dentists have incorporated them into their daily procedures. Newer electric handpieces feature reduced noise and vibration levels. In addition, NSK has added a proprietary safety check system designed to slow down or shut off an overheated handpiece (due to deterioration of the gears), helping protect patients from potential burns associated with some older models.

Probing questions

Caring for the handpiece With proper maintenance using sprays or appropriate maintenance equipment, and periodic servicing, electric handpieces should last seven or eight years. Dentists should call their service technician when the head begins to heat up or they become aware of a rough rotation noise.

The service tech can advise on when it makes sense to repair the unit, and when to replace it.

As with any piece of equipment, paying more upfront for a higher quality unit can be seen as an investment in the practice. NSK offers three tiers of handpieces, for instance, starting at $399 for its basic non-optic, non-water handpiece. The high-end Z Series Air Driven

handpiece costs $1,480, and the Z Series Electrics costs $1,599. The company offers special promotions, which make its top-of-the-line Z Series more affordable than most economical handpieces available on the market. And, its Worry-Free warranty ensures no-cost repairs within the warranty period.

Every dental practice should have a handpiece maintenance machine on hand, designed to support all types and major brands of handpieces.

With proper maintenance using sprays or appropriate maintenance equipment, and periodic servicing, electric handpieces should last seven or eight years.

Distributor sales reps can initiate a discussion about handpieces with their dental customers by asking a couple of probing sales questions: • “Doctor, how much do you typically spend on handpiece repairs?”

• “Do you find it takes longer than two or three minutes to cut an old crown (including zirconia)? If so, now is the time to switch to a new, more efficient electric handpiece.”

Some dentists are comfortable with their current handpiece and prefer to continually repair it, rather than upgrading to a new model. Unfortunately, repairs often don’t last beyond five or six months, making it more economical to purchase a new handpiece. Besides, an easier-to-use, more efficient model will save the practice time and money, and help ensure better patient care. And that means satisfied patients and a happier dental team.

Editor’s note: First Impressions would like to thank NSK for its assistance with this piece.

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October 2018

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LEADERSHIP

BY LISA EARLE MCLEOD

Addressing Your Team’s Needs How to galvanize your team when times are tough

Welcome to the

new normal. We’re adding jobs daily, but most people are still miserable at work. Workplace study data confirms what leaders are experiencing: work is harder, over half of all employees are disengaged and many people actively hate their jobs.

In the old days leaders could rally the troops by painting a picture of a glorious, prosperous future, garlanded with bonuses, perks and advancement. Today, people want both money and meaning. They’re also less trusting of senior leadership promises having seen evidence that a merger, acquisition, economic downturn, or CEO change makes all past promises null and void.

Given the climate, how can well-intended leaders galvanize their teams? It’s simple, but not easy.

You must go beyond the traditional transactional approach to work and address three core human needs:

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No 1. Connection: Get emotional Discussing emotions at work can make people queasy. But have you ever noticed that you never hear managers saying, “Please don’t get so excited?” Emotions are at the center of every human endeavor.

What would happen if you walked in one day, looked one of your employees in the eye and told him or her, “I’m so grateful you’re on our team, and it’s not just about the work; it’s also about how much you as a person add to this place.

I love having you here”?

It sounds hokey, but every time I suggest this in a presentation, people’s eyes fill with tears. Human connection isn’t a nice thing to have; it’s a must-have. Meaningful connections provide people with the internal fortitude they need to stay productive during tough times.

No 2. Meaning: Provide context We all want to know our lives – and work – actually count for something. A person who makes widgets may do a good job of quality control. But if his boss holds a team meeting every Monday morning and shares stories about people who bought the widgets and how their lives were made better, more fun, more interesting, safer or easier as a result, that imagery is going to stick. The person responsible for stamping out part 357A will know his work counts for something more than a production number. He has a purpose.

No. 3. Leadership: Apply daily It would be nice if we all went through our days feeling beloved by our families and coworkers secure in the knowledge our work makes a real difference. Sadly, angst and worry are the typical default setting for the human brain. Left to the mercy of our own perceptions, our jobs can descend into an endless series of meaningless tasks. That’s why we need leaders who can reset us in times of uncertainty and challenge.

Revenue objectives, market share targets and productivity numbers are worthy goals. But the secret of true emotional engagement is to get beyond the numbers and make it personal.

In fact, one of the essential roles of a leader is to remind your team why their work matters. When employees seem like they don’t care, it’s often because leadership hasn’t given them anything important to care about. Revenue objectives, market share targets and productivity numbers are worthy goals. But the secret of true emotional engagement is to get beyond the numbers and make it personal.

People who are connected to each other and have a sense of purpose about their work will push through tough conditions to get things done. If your team is facing a challenge, or they seem to be disengaged, ask yourself: Do they know why their work matters? And most importantly, do I as a leader reinforce meaning and connection every single day?

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A Valuable Service

BY LAURA THILL

If there’s one thing service technicians can count on when they respond to a customer’s call, it’s that they shouldn’t count on anything without seeing the situation firsthand. It could be that the dental office has misidentified the problem. Or, a tight office space may limit the technician’s options. Sometimes, even the weather appears to be at odds with the outcome of the service call.

Indeed, what appears to be a straightforward repair can easily turn out to be impossible – in which case, the service technician must recommend replacement, rather than repair, of the equipment. And, when the dental team fully trusts their service technician, chances are, they’ll follow his or her lead. That is particularly true when the service tech has a close working relationship with the equipment rep.

First Impressions Magazine talked to several service technicians about what it takes to build that trusting relationship with their clients, and what it takes for them to label a service call a success.

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The Customer’s Best Interest As equipment becomes more advanced, customer expectations grow.

Given how rapidly

technology changes, it’s not easy for service technicians – or their dental customers – to stay current. But, stay current they must. “Our dental customers work hard to keep on top of the latest technology and the many advances in the industry,” says John Ternest, a Burkhart service technician with 13 years of experience in the company’s Northern Colorado territory. In turn, dental professionals expect their service technicians to be able to repair everything in their office, including high tech equipment, he points out.

Indeed, although some dental offices have been somewhat reluctant to adopt newer technology, many of his customers have embraced it, Ternest continues. For service techs, the challenge has been to keep up with dental software and integrate it with all types of equipment – a task that requires continuous hands-on field training.

John Ternest

Good communication Together with his sales rep partners, Ternest works hard to keep his dental customers’ best interest in mind at all times. “Service techs and sales reps should touch base several times each week to discuss their clients’ needs and determine how to help them be successful,” he says, noting that a solid technician-rep relationship depends on good communication all around.

It should go without saying that transparency and honesty on the part of the service technician are the foundation of a trusting relationship with their dental practices. For instance, when a recent construction project became more challenging than expected, and Ternest realized his team was falling behind, he took extra measures to keep his customer informed and meet the original deadline. “We put in the extra time and effort that was required to complete the job on time,” he recalls. “In the end, the doctor was very appreciative that we were able to stay on schedule, thereby saving him a significant amount of money in interest on his construction loan.”

“ Our dental customers work hard to keep on top of the latest technology and the many advances in the industry.”

– John Ternest, service technician, Burkhart

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VALUE OF SERVICE TECHS

Value-added It’s not enough to be tech savvy. Today’s service techs must go above and beyond for their customers, as well.

It may not always be easy to go the extra mile, but the

extra effort can pay off. Take a recent install Daniel Altman completed in Fairbanks, Alaska. “It was a typical orthodontist office,” recalls the Burkhart service technician who has five years of experience in the distributor’s Alaska region.

“But, the equipment was a day late getting there, the contractors were weeks behind and we had to work around every subcontractor – sometimes waiting days to proceed with our install.

Daniel Altman

“ One of the greatest challenges facing dentists in today’s market is the cost and complexity of technology.”

– Daniel Altman, service technician, Burkhart

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“The snow and ice required us to build a plywood road in order to load the equipment,” he continues. “This was an extremely difficult task that took all day to complete. It would have taken only a couple of hours to load the equipment in Southern California! In addition, it was between -25 degrees F and -40 degrees F, it snowed continuously and it was dark for all but three hours each day. I was away from my family for two weeks straight in the dead of winter.”

Nevertheless, Altman stayed in close communication with the dentist and staff throughout the project. “Questions were answered, requests were completed and the office opened on time,” he says. This ortho office turned out to be a significant challenge, and I was proud to be the one who brought it home.”

Creating value As dental professionals continue to embrace increasingly sophisticated technology, service technicians must work harder than ever to provide the value their customers depend on. “One of the greatest challenges facing dentists in today’s market is the cost and complexity of technology,” says Altman. “Upgrading to digital or upgrading within existing digital is a large cost.

Sometimes maintaining the interfaces and networks can be frustrating and involved. Training staff to effectively use the

technology can be a challenge. Also utilizing the equipment’s full potential can represent a huge learning curve.”

For Altman, this means staying current with new technology, while simultaneously maintaining his skills for servicing older equipment. To do so, he and his fellow Burkhart service technicians attend annual manufacturer training sessions, he explains.

“We study service manuals and guides and remain in constant touch with manufacturer tech support.”

Embracing new technology From new compressors to digital technology, dentists today have plenty of opportunity to expand their practices. “Digital panoramic machines and sensors particularly have transformed the dental industry,” he points out. And while dental professionals have embraced many such advances, depending on the circumstances, he still encounters resistance. Take X-ray sensors. “They are outstanding tools for the practice and most everyone knows how to use them these days,” he says. But many of his customers get accustomed to using them a certain way, day after day. “However, if something ever happens that changes a setting or creates a situation they are not used to seeing, alarms go off,” he says. “These problems can usually be overcome easily, and by staying current and knowledgeable about the operational variances and features of the device, the dental team can help eliminate a lot of frustrations.” On other occasions, his customers have reacted very enthusiastically to a new piece of equipment, only to lose interest and let it “sit and collect dust,” he points out.

“As techs, our job is to intervene and help dental offices better understand a piece of equipment, or offer them a different solution that’s better suited to their needs.”

Service techs and sales reps should work “as a single unit,” he continues. “Ideally the service techs and reps should work together and talk frequently. Although they have vastly different jobs, they are working toward the same goal. A sales rep should value a service tech’s input and work, and be respectful and patient. The service tech, on the other hand, should work to understand an account and the account manager’s efforts.

Service techs should also do their best to stay in communication and update the account manager as much as possible. Showing mutual respect is key.”

As a rule, he believes service techs and sales reps should discuss projects, timelines and customer needs, and then work together to meet the customers’ expectations. It’s especially helpful

“ Ideally the service techs and reps should work together and talk frequently. Although they have vastly different jobs, they are working toward the same goal.”

Building trust In his five years with Burkhart, Altman has experienced a gradual shift in his relationship with his sales rep colleagues. Selling has become increasingly challenging, he notes. In turn, sales reps have leaned on the service technicians to provide more value to customers. “Service techs can be tasked to do unusual projects to help secure long-term sales,” he explains. “But Burkhart techs always find a way to get the job done!”

– Daniel Altman, service technician, Burkhart

when the account manager keeps the service tech in the loop, he points out. “The account manager should lay out concerns and help the service tech understand an account’s needs, in order to build trust,” he says. “At the same time, the tech should be on top of the repairs, know what parts are needed, communicate with the account, keep up a good demeanor and always follow up.”

If dental professionals are going to trust their service tech’s recommendations to repair – or replace – equipment, the relationship must get off on the right foot from the get-go, Altman points out. “Building a relationship that allows a doctor to trust a replacement assessment goes back to the first time you enter an office,” he says. Something as simple as being on time (or calling if you will be late) and making accurate repairs with consistent follow-through and follow-up can lay the groundwork for a trusting relationship, he notes. “Making the best effort to repair a device consistently, rather than always trying to sell new items, is also key,” he says. “The doctors must know their service tech has their best interest in mind.”

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October 2018

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VALUE OF SERVICE TECHS

A Better Customer Experience For the service technician, building trust is as important as repairing the customer’s equipment.

Servicing equipment properly is important to Leon C. Reynolds, a Henry Schein Dental service technician in the Austin, Texas, area with nearly seven years of experience. So, too, is his relationship with his dental customers. In fact, during a recent recalibration of an x-ray machine, one of the biggest compliments he received was from a dentist who remarked, ‘I feel like you are one of my staff!’

Leon C. Reynolds

“ At Henry Schein it’s important as our customer’s trusted advisor to educate and empower the staff, and build confidence in the practice to understand how to properly maintain equipment.”

– Leon C. Reynolds, Austin, Texas service technician, Henry Schein

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“I was disconnecting and reconnecting the x-ray machine for the dentist, who was having new floors installed,” recalls Reynolds. “My team completed the disconnect without a hitch, and the dental team was able to see patients. We returned the following day and went right to work, as did the dental team. We managed to work alongside the dental team both days, ensuring the practice could continue treating patients and meet its production goals.”

Building a trusting relationship such as this one doesn’t happen overnight, however. “To build trust, service techs need to listen to their customers’ needs, diagnose an issue and fix it,” says Reynolds. “At Henry Schein, it’s also important as our customer’s trusted advisor to educate and empower the staff, and build confidence in the practice to understand how to properly maintain equipment.

“Many dental offices are unaware that a plan should be in place for their compressor, vacuum, and sterilizer (including instrument washer), in the event of an equipment malfunction,” he continues. “Fortunately, service technicians can be relied on to first make the repair, as well as educate and build confidence in a team member who may have been unaware of how to properly maintain the equipment and avoid costly breakdowns. Teaching a dental assistant to fix something, and thereby avoiding emergency calls and saving on cost, is one of the most gratifying parts of my job.”

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“To build trust, service techs need to listen to their customers’ needs, diagnose an issue and fix it.”

field sales reps should work together to find more ways to make the office run Given the speed at which technology more efficiently,” he says. evolves, it can be challenging for service “The relationship between the technicians, as well as their dental cusfield rep and service tech definitely has tomers, to keep up. Advances such as evolved over the past five years, and we CAD/CAM and digital impressions, which have become a tight-knit team,” he conhave given dentists the ability to perform tinues. “As we say at Henry Schein, we same-day restorations, “have moved tohave an all-in attitude when it comes to day’s dental practices into the fast lane,” the customer’s experience. Together, the says Reynolds. His customers that have – Leon C. Reynolds, Austin, field sales rep, the equipment sales rep, adopted this technology have been very Texas service technician, Henry Schein the service tech and the equipment cosuccessful, he adds. ordinator work to fulfill a common goal: That said, troubleshooting advanced Provide a positive experience for the customer and, ultimately, equipment can be challenging, notes Reynolds. “It helps to work the patient.” As such, Reynolds communicates frequently with closely with other service techs in my area to share troublehis sales and equipment rep colleagues, keeping them informed shooting techniques,” he says. Collaborating with other techs to on a weekly or even a daily basis about each account/project. troubleshoot repairs helps guarantee a better customer experi“We discuss how we can best optimize an office’s production ence, he adds. “This is our ultimate responsibility.” and output via equipment solutions,” he explains. “By keeping Indeed, as the equipment becomes more complex, it bethe lines of communication open, we can continue to enhance comes more and more important to communicate with the denthe customer experience and help our clients stay focused on tal team, Reynolds points out. “With so much technologicallydelivering the best quality patient care.” advanced equipment in the dental office, service techs and their

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VALUE OF SERVICE TECHS

An Opportunity to Succeed A good service technician always knows when to call in the team.

Not long ago, Don Sisco, a Benco project manager and equipment support technician with 14 years of experience in the company’s Great Lakes region, found himself in a tight spot. Literally! “I was leading a job that featured a new office with several rooms,” he recalls. From the start, he realized the office’s extremely narrow, lower center modules on the rear cabinets could present a problem.

“Typically, this wouldn’t be a challenge,” he says. “However, in this small module, we needed to install nitrous micro outlet blocks, as well as slide brackets for the rubber goods. In addition, a rear mounted unit had to be positioned in this same area.” It appeared there would be too little space for too much equipment.

Don Sisco

“ I spoke to the salesperson, as well as to a few manufacturer reps, and brought everyone to the job site. The doctor was really appreciative and thanked our team for working everything out.”

– Don Sisco, project manager and equipment support technician, Benco

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“I spoke to the salesperson, as well as to a few manufacturer reps, and brought everyone to the job site,” Sisco explains. The team determined the project was doable, but would require many extra steps. “I had to cut down slide brackets and re-tap threads,” he says. “This solved the problem, although we wouldn’t have advised it for future jobs.” In the end, the install was a success, and the customer was happy. “The doctor was really appreciative and thanked our team for working it out,” he says. “I was told she notified people at the corporate level to let them know how much she appreciated our team taking care of her.”

This was a rewarding experience and “an opportunity for us to succeed,” Sisco notes. But, he couldn’t have accomplished it in a vacuum. While challenges are inevitable, the team that works well together is more likely to solve potential problems and meet – or exceed – the customer’s expectations, he points out. “A full-service dental company like Benco recognizes the importance of being able to take care of all of our customers’ needs.”

Close communication In some ways, new technology has simplified the relationship between the dental team and the equipment support technician. At the same time, good communication has become more important than ever before.

For instance, the shift from alternating current (AC) intraoral x-rays to digital current (DC) x-rays has required dental offices to update their computer software, as well as add new sensors,

call, hoping to speak with someone who has knowledge about the issues at the office,” Sisco continues. “Speaking to an individual who understands the problem and can confirm the make and model of the faulty equipment helps me troubleshoot the situation beforehand and contact the manufacturer, if need be. I’m better prepared and can be more efficient when I arrive at the office.” In turn, the office is better able to stay on schedule with patients, he adds.

“As in any relationship, trust is something you build with your client by demonstrating integrity, good character and the willingness to go the extra mile.”

– Don Sisco, project manager and equipment support technician, Benco

phosphate plates and more, notes Sisco.

As the equipment becomes more sophisticated, it’s sometimes more difficult for the dental staff to describe problems to their equipment support technician.

“Often, there is a disconnect between what the office says and what’s actually needed,” he explains. “So, the office may call me with a problem with their air compressor, when the problem is actually with their vacuum pump. Or, the ticket may state that the tubing is leaking, and I must decipher whether they are referring to handpiece tubing or HVE tubing.

“I always call a dental office before leaving my previous equipment support

It’s also important to keep the customer informed, every step of the way. Taking time to explain what’s wrong with the equipment and what’s required to fix it can help build the client’s trust, Sisco points out. “I can’t tell you how many times our clients have thanked me for taking time to explain everything in detail so that they can better understand what’s going on,” he says. “As in any relationship, trust is something you build with your client by demonstrating integrity, good character and the willingness to go the extra mile.” At the end of the day, “no one wants to be surprised.”

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21

VALUE OF SERVICE TECHS Brian Villery

Meeting the Challenge Service technicians today must be quick thinkers to meet the varied needs of their customers.

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The majority of dental practices appear to be moving toward digitally ad-

vanced practices, but each at its own pace. Some dental practices are holding on to older equipment, while others implement new technology “as fast as it comes out,” notes Brian Villery, a New Orleans-based Patterson Dental service technician.

“This poses some unique challenges,” he adds.

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VALUE OF SERVICE TECHS “In back-to-back service calls, I may work on a 20-year-old piece of equipment at one practice, and a brand new one at the next,” Villery continues.

Not only does this require service techs to be experts on an exceptionally broad range of products, they must be better prepared to think on their feet and provide solutions tailored to the individual needs of each customer. So, when a question arose regarding the recent installation of a plastic component on a

practice likely could have benefitted from a new unit, but the dentist was nearing retirement and preferred it be repaired.

“It took more than one service call for me to troubleshoot, diagnose and order the applicable parts to correct the problem,” he recalls. “In the end, my team installed firmware and software updates, and made the necessary repairs.” But it wasn’t easy, he adds. “I had to share some bad news with the customer more than once; but throughout the process, I

“Before each service call, I do my research and, if needed, work with our vendor tech support to ensure I’m fully prepared when I arrive at the dental practice.”

– Brian Villery, service technician, Patterson Dental

film processor, “with some quick thinking, and by referring to the manufacturer’s technical website, I had my answer almost immediately,” he recalls.

“Before each service call, I do my research and, if needed, work with our vendor tech support to ensure I’m fully prepared when I arrive at the dental practice,” Villery says. Particularly with regard to his more digitally advanced dental customers, they look to their service techs to advise when the time is right to repair their equipment, and when it’s necessary to replace it, he explains. However, sometimes, the solution isn’t all that straightforward, he notes.

For instance, on one recent call, Villery found himself at odds with an aging pan in desperate need of repair. The

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assured him we were doing everything we could to find a satisfactory solution to meet the needs of the practice.”

More often, though, Villery is the bearer of positive news for his customers. “Recently, a dentist in Houma, Louisiana, had an issue with a compressor,” he recalls. “The practice was told the compressor could not be repaired and needed to be replaced. Patterson was called in to help. When I arrived, I quickly identified that this was an issue we could fix. I diagnosed the issue, ordered the part and fixed the compressor the next day. The practice was so happy, the dentist called our branch office to say thank you. This gesture meant a lot to me, and I was glad to know I had met their expectations.”

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“In back-to-back service calls, I may work on a 20-year-old piece of equipment at one practice, and a brand new one at the next.”

– Brian Villery, service technician, Patterson Dental

Team effort New technology has not only changed the way dental professionals run their business and treat patients, it also impacted their relationship with their service techs, notes Villery. CAD/ CAM, digital pan systems and electronic filing have given clinicians the ability to work faster, more efficiently and more effectively, he points out. At the same time, Patterson has worked hard to become “a great partner for the dental office, from the local sales reps to support from the Patterson Technology Center, to our field technical service team that makes sure the customer’s equipment and technology is always up and running,” he points out.

“We try to make it as easy as possible for our dental customers to do business with Patterson,” he continues. “We offer a number of online tools and other resources to help the practice, which helps free up our sales team to spend more time with the

practice helping them achieve their goals. And, I try to serve as a liaison between the office and the sales rep when needed. It really is a way to ensure the lines of communication stay wide open and we all work toward the same goals.” Most importantly, the service technician and the sales rep must support one another to “show the dental practice just how valuable new equipment can be,” he points out.

At the end of the day, it’s about building a trusting relationship with the dental practice, Villery explains. “There are two things service technicians should think of when they make recommendations to a practice,” he says. “First, they should be sure the solutions they offer are the absolute correct ones. Second, they should be sure their recommendation is cost-effective for the dental practice.” When service techs accomplish both, their dental customers will ultimately feel confident they have placed their practice in the best hands, he adds.

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TRENDS

The Dental/Medical Clinic As the two disciplines draw closer together, is the dental/ medical clinic far behind?

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Mason visits the Kaiser Permanente Northwest Cedar Hills Dental and Medical Office in Portland, Oregon, for a routine exam. Checking his medical records, his pediatric dentist sees that he is due for some vaccinations. An onsite licensed practical nurse administers the vaccinations then and there.

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Ronald, an adult patient, comes into the clinic with a tooth that is bothering him. The dentist recommends dental surgery, but after taking Ronald’s blood pressure, decides the numbers are too high to proceed with the surgery. So the dental assistant takes Ronald down the hallway to see the primary care physician, who checks the patient’s medical records, reviews his blood pressure history, and talks with him about how he is managing his medications. They come up with a plan to control the hypertension, which will allow them to proceed with the dental surgery once his numbers have stabilized.

Julie, another adult dental patient, comes in, and the Kaiser Permanente dental team notices that a medication she is taking could affect her jaw. Her dentist knows to look for certain things during the exam based on this information.

Paths converging After a century and a half, the pathways of medicine and oral health appear to be converging, driven by a growing awareness of the connection between oral health and overall, systemic health. The Cedar Hills Dental and Medical Office – where these reallife scenarios took place – is one example.

Whether they are physically co-located or virtually connected, this coming together of oral health and medicine is likely to have an impact on the dental industry.

“The importance of – Steve Kess oral health as part of overall health has been in literature, research and on the minds of prominent health professionals and health executives for decades,” says Steve Kess, vice president, global professional relations, Henry Schein. “For almost 20 years, Henry Schein has closely followed the growing recognition and innovative healthcare model, especially in the community health care sector, where physicians and dentists have collaborated on improving patient care and outcomes across the country.

“We have supported interprofessional education among the health professions, including the Harvard School of Dental Medicine Initiative to Integrate Oral Health and Medicine and The Santa Fe Group, which reports on the importance of good oral health – especially good periodontal health – as a way to improve health outcomes, reduce cost and improve quality of life for patients with non-communicable diseases.

“We also continue to champion the important role electronic health records will play to enhance health care professionals’ awareness of patients’ total health as reported by physicians to dentists and dentists to physicians,” says Kess.

“ We are optimistic that this increasing trend of interprofessional care – coupled with cost-saving solutions – will advance over the next few years in both the public and private sectors.”

Quinn Dufurrena

Kenneth Wright

Christian Stohler

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TRENDS

“It’s been an incredible journey, a transformation,” says Wright. Since opening, the clinic has added four dental operatories and now has five general dentists, one pediatric dentist, four dental hygienists, 11 dental assistants, three front-office staff, a family practice physician, a physician assistant and three LPNs. “Because we have integrated health records [using the Epic system], we consult the member’s record in advance of the visit and identify opportunities to close the care gap,” says Wright. A patient who comes in for a routine dental cleaning, for example, might need an A1c test or a well-child exam. Wright estimates that 15 percent to 35 percent of the clinic’s dental patients receive some medical atten– Kenneth Wright, DMD, MPH tion as well.

“We are optimistic that this increasing trend of interprofessional care – coupled with cost-saving solutions – will advance over the next few years in both the public and private sectors.”

No longer a pilot Kaiser Permanente opened its integrated dental-medical clinic as a pilot in January 2017. At the time, Kenneth R. Wright, DMD, MPH, vice president of dental services for Kaiser Foundation Health Plan of the Northwest, called it an “innovation site where we will pilot new ways to combine dental and medical care that maximize convenience for our members and ensure their visits address their total health.”

One and a half years later, the clinic is well past the pilot stage.

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“Maybe some of the kids aren’t too happy. But it does save mom and dad time.”

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TRENDS

The insurance angle

Will we see combined dental/medical policies?

Dental and medical professionals understand the connection between oral health and systemic health. How about insurers?

“The plan for the future is to manage risk, and that means managing the heavy costs associated with comorbid conditions,” says Christian S. Stohler, DMD, DrMedDent, dean of the Columbia University College of Dental Medicine. “The only way American insurance will

Dufurrena has a broad perspective on the topic – as a dentist, as an advisory board member of the Harvard School of Dental Medicine Initiative to Integrate Oral Health and Medicine, and as an executive of United Concordia, a subsidiary of health insurer Highmark Inc. Barriers to the integration of the two disciplines exist, he concedes. For example, it’s difficult to quantify the impact of improved oral health on systemic health (though few would dispute that the two are closely associated). The fact that dental professionals – unlike those in

“ Bundling of medical and dental insurance makes sense, and I think we will see it.”

– Quinn Dufurrena, DDS, JD

survive is to keep people healthy, as much as possible – managing their health appropriately, then measuring the risk. Dentistry needs to fit into that picture.”

Some in the insurance industry agree.

Empowered consumers “There’s plenty of research to indicate the connection between medicine and dentistry,” says Quinn Dufurrena, DDS, JD, chief dental officer, United Concordia Dental.

“Bundling of medical and dental insurance makes sense, and I think we will see it.”

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medicine – seldom use diagnostic codes for recordkeeping makes such studies that much more difficult. “And one of the biggest barriers is the fact that we use different practice management systems,” says Dufurrena. “It’s difficult for medicine and dentistry to communicate with each other.

Such barriers will be overcome, he predicts. Empowered consumers will come to insist on the convenience of co-located dental/medical clinics, as well as the improved health outcomes co-location can bring. Combined dental and medical insurance may follow.

Wright believes that integrating the two disciplines “is truly the essence of care.” Patients welcome it, he adds. “Once they have a chance to meet the staff, they say, ‘Why haven’t we done this before?’

“It’s unique and a pleasant surprise,” he continues. “Maybe some of the kids aren’t too happy” to get treated by a doctor and a dentist during the same visit. “But it does save mom and dad time. They don’t have to miss so much work, and ultimately, it’s beneficial to the member and his or her family.”

Precision medicine

dental and medical information will be shared with clinicians at Columbia University Medical Center, New York-Presbyterian and Weill Cornell Medicine.

“The College of Dental Medicine was founded 100 years ago with the disruptive idea that dentistry should be taught and

“ Whatever silos existed before have been completely obliterated.”

The Columbia University College of Dental Medicine is pointing its students toward a future in integrated care. In December, the College dedicated its Center for Precision Dental Medicine, comprising 48 new dental operatories outfitted with technology to help the students learn how to deliver truly personalized care.

Electronic dental records will be tied in to medical records to enable dentists and other providers to treat patients based on comprehensive health information rather than just oral disease, according to the College. Using Epic electronic health records,

– Kenneth Wright, DMD, MPH

practiced within the context of the whole body,” Christian S. Stohler, DMD, DrMedDent, dean of the College of Dental Medicine and senior vice president for Columbia University Irving Medical Center, said at the time of the center’s opening. “The Center for Precision Dental Medicine gives us the capacity to realize this founding vision in the information age.”

The time is right, he believes.

Since 1990, Americans’ average lifespan has increased,

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TRENDS

community health, and executive director of the Initiative to Integrate Oral Health and Medicine at the Harvard School of Dental Medicine. Then, when they turn 65, they lose access to dental insurance, unless they purchase it separately. “Generally, this comes as a surprise to many people, and it happens at a time when they need more dental services than they ever did before.”

The Initiative convenes academics and leaders in the healthcare community to develop innovative ideas around the integration of oral health and primary care. Activities undertaken include research, policy statements, conferences and seminars.

Electronic health records present another barrier – as well as opportunity. Connecting patients’ medical and dental electronic records is a sine qua non for true integration of oral health and medicine, according to some experts.

“If a person visits his or her primary care physician, then is referred to a specialist in surgery or medicine, there’s communication back and forth, often using the same EHR,” says Barrow. “But if that patient is referred to a dentist, there’s no communication because, generally, those information systems don’t talk to each other. The Initiative is working on technology that will facilitate bidirectional communication.”

Integrating oral and medical records systems will facilitate care not only in clin– Christian Stohler, DMD, DrMedDent ics where dentists and MDs are co-located, but in virtual arrangements as well, notes Stohler. Columbia’s Center for Precision Medicine, for example, that will hold for a number of years before requiring replacewill share records not only with Columbia University Medical ment,” he says. It is time for dentists to do more, e.g., examining Center, but New York-Presbyterian (with which it is affiliated) and a patient for oral disease and treating its underlying cause rather Weill Cornell Medicine. “The marching order has been given, and than removing diseased tissue. “We can’t see inside a person’s work groups are already working on it,” he says. intestinal system as easily we can inside his or her mouth, to “With the patient’s permission, anyone who treats you will determine whether an inflammatory component is present,” he be able to access your integrated health record,” he says. Pasays. “We should take advantage of it. tients will have access to their records as well.

“In the future, you will need to manage diabetes and periodon“We are in an age of shared responsibility. Patients have tal disease as a package, psoriasis and dental disease as a package, access to what science is telling us today. We are entering an rheumatoid arthritis and dental disease as a package. That’s why the environment where the physician is their guide through the linkage [between oral health and medicine] is crucial. information jungle.” but quality of life – particularly in the later years – has not, he says. In fact, increased lifespan often means more years of ill health, not well-being. “If this continues, and as the numbers of the elderly keep growing, the burden of disease – particularly, chronic disease – may not be sustainable,” either from a qualityof-life perspective or an economic one. Incorporating oral health and medicine may provide at least part of the solution.

That’s because many of the chronic diseases affecting the elderly today share an underlying physiological mechanism – inflammation, says Stohler. Dentistry is a key factor in identifying and addressing inflammation, he adds.

“In dentistry, for the past 150 years, we have focused on cutting out the ‘piece’ that is bad and replacing it with something

“ We can’t see inside a person’s intestinal system as easily we can inside his or her mouth, to determine whether an inflammatory component is present.”

Some barriers The wall between oral health and systemic health is longstanding, and it will not crumble easily or quickly. The traditional, siloed manner in which insurers cover dental and medical care is one barrier to overcome.

“Many people receive dental insurance through their employer,” notes Jane Barrow, MS, associate dean for global and

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Human element Technology issues – while formidable – aren’t the only hurdles to oral/medical integration.

“One of the challenges is change management, that is, getting people to implement a new system,” says Wright. The learning curve comes with a predictable – but temporary – drop in productivity.

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“We saw some of that the first year, but by the end of the year, we were operating at peak efficiency. It’s like learning to drive a new car.

“It has been incredible to see the tremendous transformation that has taken place among our team this past year. When two different groups of people come together, there’s some apprehension, some doubts about compatibility.”

An open mind erases most of that, he says. “Even though we had never worked like this before, our team embraced the mission. They collaborated in mind and spirit. They have huddles throughout the day; they are in active discussion about improving workflow and processes. Whatever silos existed before have been completely obliterated.

“I see a great deal of passion here. They are changing the world, transforming healthcare. There’s a certain amount of kinetic energy here. They realize this place is special.”

Tomorrow’s practitioners Working side by side may come more naturally to tomorrow’s dental health and medical professionals than it does to their older counterparts.

The Boston-based Center for Integration of Primary Care and Oral Health (CIPCOH) serves as a national resource for research on oral health integration into primary care training. Established in 2016 through a cooperative agreement with the U.S. Department

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of Health and Human Services Health Resources and Services Administration (HRSA), the Center places special emphasis on training enhancements that will train primary care providers to deliver high quality, cost-effective, patient-centered care that promotes oral health, addresses oral health disparities and meets the unique needs of all communities.

Demonstration practice sites are up and running.

– Christian S. Stohler, DMD Dental students and medical students at Columbia share their first 18 months of education, says Stohler. “We have fertile ground on which to build that foundation. And if you have that foundation, you should take advantage of it.

“Our students appreciate the significance of genomics in driving personalized medicine. They know they may be practicing for 40 years. The world will change, and personalized medicine cannot be practiced without dentistry.”

“In the future, you will need to manage diabetes and periodontal disease as a package, psoriasis and dental disease as a package, rheumatoid arthritis and dental disease as a package.

That’s why the linkage [between oral health and medicine] is crucial.”

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33

TECH TALK

BY DR. FIONA COLLINS

Amalgam Separators For most offices, if they don’t already have an amalgam separator, it may be time for them to investigate their options. This applies to most offices, but not all, because if they fall into one of a few categories, there isn’t any requirement to have or install one.

Who is exempt?

It includes orthodontic, periodontology, oral pathology, oral and maxillofacial radiology/ surgery and prosthodontics offices, as well as multi-location mobile dental units. Exemptions are generally based on amalgam not being placed in the office and being removed only as an emergency/otherwise unplanned event. If the office uses another method to segregate solids at least as effective as acceptable amalgam separators, they are also exempt.

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“Amalgam separators must meet ISO 11143, removing at least 95 percent of the solids in the evacuation lines.”

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Meeting ISO 11143 Amalgam separators must meet ISO 11143, and be certified that they do so.

The device must remove at least 95 percent of the solids in the evacuation lines.

Note that municipal (local) requirements may be more stringent. Several certified devices remove in excess of 99 percent of solids, including the Eco-II amalgam separators (Purelife Dental), the Rebec CatchHG (HealthFirst), the Hg5 series (Solmetex), and the Hg Containment System (Anterior Quest). The Hg5 and the Hg Containment System were evaluated by The Dental Advisor, and received a 5-star/96% and a 5-star/99% rating, respectively.

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Considerations Capacity and space are key considerations. Some devices work for up to 3 chairs, others for 10, 15 or up to 20. Check on compatibility – amalgam separators such as the Hg5 and the Eco-II series operate in both wet and dry vacuum systems. The device should be easy to install, and containers easy to remove and replace – without any special equipment. Also consider the cost for initial installation and subsequently for supplies (new containers)? If any fittings and hoses need to be purchased separately, factor this in.

1IMP_1018

reorder or if the vendor will set them up with an autoship program. The EPA also recommends keeping a back-up container.

Will the used container be collected, or will the office receive a pre-paid return label and packaging instructions to easily send it to an approved recycler?

Capacity and space are key considerations. Some devices work for up to 3 chairs, others for 10, 15 or up to 20.

Replacing containers and record-keeping The manufacturer’s guidelines must be followed, and containers replaced when they reach the fill line or at least every 12 months, whichever occurs first. This is to ensure the amalgam separator functions and does not operate in ‘bypass mode.’ In the case of the Hg containment device, the company periodically visits the office to remove solid wastes and take them to a licensed facility.

Container disposal and record-keeping must meet Federal, State and local regulations, and an approved amalgam recycler must be used. Dental offices should check whether they need to

Recyclers issue a certificate of recycling – by mail, or as an e-certificate by email or available through an on-line portal. The facility must keep this certificate on file, together with documentation on the replacement canister.

Other information If offices already have an amalgam separator that is functioning properly, they are grandfathered in for now. Lastly, for more information on dates by which offices must have an amalgam separator installed and send in a one-time compliance report, as well as EPA regulations related to evacuation line cleaners, please visit the EPA website.

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When Joel Goldenberg, DDS, clinical director of National Dental, began using Tuttnauer’s EZPlus series of fully automated sterilizers, he and his dental team immediately recognized the convenience and efficiency the equipment offered. For one, the EZPlus sterilizers accommodated more instruments per cycle compared with the practice’s past sterilizers, which meant instruments dried better and more quickly. In addition, each cycle can be customized, he points out. “The ability to customize each sterilization cycle ensure I can fully adhere to the manufacturer’s standards,” he says. With eight locations –each with anywhere from six to 12 operatories – the periodontal practice could not afford anything less.

The system’s ease of use and unique design were hard to pass up, Goldenberg notes. “Not only is the door on the EZPlus line of sterilizers especially easy to open and close, my team appreciates the system’s vertical rack, which is a perfect fit for our hygiene cartridges,” he says. “Our new system enables us to lay cartridges flat, permitting my team to fit twice as many instruments compared to our previous unit.

And, thanks to Tuttnauer’s advanced drying cycle, our instruments now come out dry – not sopping wet – saving my team time and frustration!”

Meeting the challenge Indeed, Tuttnauer’s single focus on sterilization and infection control enables the company to offer products to help practitioners meet today’s workloads and regulatory requirements. The EZPlus series fully automatic sterilizers meet the most current standards ANSI/AAMI ST55.

The system’s closed-door, HEPA filtered air-drying system is engineered to maintain sterility and ensure the efficient drying of packs and pouches. Because the door remains closed throughout the drying cycle, the staff is encouraged to leave the pouches/packs in the unit until all items are completely dry.

Additionally, Tuttnauer is the only manufacturer to offer a two-year warranty on parts and labor, as well as an additional 10-year warranty on the chamber for all of its fully automatic autoclaves.

Editor’s note: Sponsored by Tuttnauer U.S.A Co., Ltd.

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WHY CHOOSE TUTTNAUER? AS EXPERTS IN STERILIZATION AND INFECTION CONTROL, WE BEST UNDERSTAND THE MARKET’S VARYING NEEDS

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Buy any new EZPlus, EZ, EA or Elara11 from September 15 thru December 15, 2018 and get a $450.00 manufacturer’s rebate.

To redeem, the end user must visit www.tuttnauerUSA.com/rebate, upload the dealer invoice dated September 15 thru December 15, 2018 (with doctor’s and/or practice/facility name and date purchased), complete the information required on the form (which includes the serial number of the autoclave), and select “Submit”.

All information will be verified by Tuttnauer USA upon submission. A confirmation email will be sent for your records. Keep the confirmation until rebate is received.

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HEALTHY REP

Health news and notes Screening for urinary incontinence Women of all ages may benefit from annual screening for urinary incontinence, according to a new guideline adopted by the Women’s Preventive Services Initiative (WPSI). The guideline recommends doctors screen women beginning in adolescence to find whether they experience urinary incontinence and how it affects their activities and quality of life, says an August article published in the Annals of Internal Medicine.

Urinary incontinence affects an estimated 51 percent of women and increases in prevalence with age, ranging from 13 percent in young women who have never been pregnant, to 47 percent in middle-age women, to 75 percent in older women, according to the article. These rates are twice those reported in men.

The WPSI maintains that screening has the potential to detect urinary incontinence in many women who fail to report it due to factors like embarrassment or stigma. Screenings, which can be clinician- or self-administered, should include questions about whether a woman has symptoms of urinary incontinence; the type and degree of incontinence; and how symptoms affect her health, function and quality of life, the article says.

The American College of Obstetricians and Gynecologists (ACOG) launched the WPSI in 2016.

Through a five-year cooperative agreement with the U.S. Department of Health and Human Services, Health Resources and Services Administration (HRSA), ACOG is engaging a coalition of national health professional organizations and consumer and patient advocates with expertise in women’s

health across the lifespan to develop, review, and update recommendations for women’s preventive healthcare services

You’ve got the meats!

If you’ve abandoned red meat in an attempt to stay healthy, you may be able to enjoy it again. A June study in The American Journal of Clinical Nutrition shows a Mediterranean-style diet that includes some lean unprocessed red meat could help adults manage their weight.

The Mediterranean Pattern diet – which includes components such as eating plant-based foods, substituting olive oil for butter, and using herbs and spices rather than salt for flavor – has been in style for some time. But researchers at Purdue University and the University of Texas noticed that even though health agencies encourage Americans to lower their red meat intake, past studies indicated that the Mediterranean diet might still lead to benefits – like decreased risk for type 2 diabetes – even in people who eat red meats.

So they decided to test those findings. Through a randomized trial with 41 people, the researchers found that participants, who were overweight or obese, lost weight when they ate a Mediterranean Pattern diet with lean unprocessed red meats.

“No one’s arguing for fat-marbled meats, processed meats or meats chargrilled to a crisp in the barbecue,” Amby Burfoot writes in a Washington Post article on the study. “But modest amounts of lean, unprocessed red meat don’t appear to have major health risks. At least not if consumed within a Mediterranean diet framework that includes lots of fruit, vegetables, whole grains, fish and olive oil.”

Through a randomized trial with 41 people, the researchers found that participants, who were overweight or obese, lost weight when they ate a Mediterranean Pattern diet with lean unprocessed red meats.

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Editor’s Note: Technology is playing an increasing role in the day-to-day business of sales reps. In this department, First Impressions will profile the latest developments in software and gadgets that reps can use for work and play.

Technology News

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Drone delivery done right

Passwordmania

Indianapolis-based DroneDek has been awarded a U.S. Patent for last-mile drone delivery. Here’s how the company says its system will work: Users will receive alerts when their packages ship or arrive. They will also be notified of what item has arrived and from whom. A heated and cooled cargo area will pave the way for pharmaceutical, food and beverage delivery, according to the company. DroneDek will operate off of solar or a 110v power supply, feature a heated door to operate in any climate and will host a charging station for delivery drones.

A password manager makes you less vulnerable online by generating strong random passwords, syncing them securely across your browsers and devices, and filling them in automatically, according to The Wirecutter, a New York Times company. The editors of The Wirecutter believe that LastPass is the best password manager for most people. It has all the essential features, it works with virtually any browser on any device, and most of its features are free. (A Premium version, which costs $24 per year, adds advanced security features, better sharing, and other

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tools.) Once you create a master password for LastPass, you’ve made the only password you’ll need to unlock all your other secure data – usernames and passwords, credit card numbers, secure notes (including attachments, such as images and PDFs), contact information, software licenses, and so on, according to the editors. LastPass stores all this data safely encrypted in the cloud, letting you access it via browser extensions.

For the beginning investor SprinkleBrokerage is an investing app built with the beginning investor in mind, according to the company. Through its partnerships, SprinkleBrokerage says it can provide a social experience, allowing clients to share information and collaborate on their next investment ideas. For $15 per month, users can select the premium version of SprinkleBrokerage, which includes commission-free trades, no minimum investment, instant deposit from a U.S. bank account and 5.5 percent interest in their margin account. Standard margin accounts are $5 per month and includes some of the features with the premium membership.

Alexa on campus Saint Louis University says it is the first college or university in the country to bring Amazon Alexa-enabled devices, managed by Alexa for Business, into every student residence hall room and student apartment on campus. Thanks to a custom SLU skill deployed on each device, students will get instant answers to more than 100 questions specific to the University – from “What time does the library close tonight?” to “Where is the registrar’s office?”

The university in St. Louis intended to deploy more than 2,300 Echo Dot smart devices by the start of the 2018-2019 school year.

It’s about time Apple announced new tools this summer built into iOS 12 to help customers understand and take control of the time they spend interacting with their iOS devices.

• Do not disturb. There is a new Do Not Disturb during Bedtime mode to help people get a better night’s sleep by dimming the display and hiding all notifications on the lock screen until prompted in the morning. Do Not Disturb has new options from Control Center, where it can be set to automatically end based on a specified time or location.

•N otifications. To help reduce interruptions, iOS 12 gives customers more options for controlling how notifications are delivered. Instantly manage notifications to be turned off completely or delivered directly to Notification Center.

Siri can also make suggestions for notifications settings, such as to quietly deliver or turn alerts off, based

on which alerts are acted upon. iOS 12 also introduces Grouped Notifications, making it easier to view and manage multiple notifications at once.

• Screen Time. Screen Time creates detailed daily and weekly Activity Reports that show the total time a person spends in each app they use, their usage across categories of apps, how many notifications they receive and how often they pick up their iPhone or iPad. The App Limits feature allows people to set a specific amount of time to be in an app, and a notification will display when a time limit is about to expire. Parents can access their child’s Activity Report from their own iOS devices to see where their child spends their time and to manage and set App Limits for them. Screen Time also gives parents the ability to schedule a block of time to limit when their child’s iOS device can’t be used. During Downtime, notifications from apps won’t be displayed, and a badge will appear on apps to indicate they may not be used. Parents can choose specific apps like Phone or Books that will always be available, even during downtime or after a limit is spent.

Best mic for podcasts After 75 hours of research, interviews, and making audio professionals and regular humans listen to the same phrases spoken into 25 different USB microphones, editors at The Wirecutter, a New York Times company, remain convinced that the Yeti by Blue makes your voice sound the best with the least hassle. It makes a wider spectrum of voices sound better than the other microphones tested, which tend to favor certain tones. The editors’ pick since 2013, the Yeti is solidly built and easier to set up on your desk than most of the competition. It does best at capturing a single voice, but you can use it in a pinch for twoperson sessions or even music recording. The mute, gain, and volume controls are easy to manipulate while recording. If you’re an enthusiast, you might be able to get better results by putting time into a different, likely more expensive microphone, and more elaborate equipment, but the Yeti puts the fewest hurdles between you and an ear-pleasing sound.

Smartphone case OtterBox – the smartphone case company – announced a lineup of protective cases for Galaxy Note9. The Symmetry Series is available in clear, graphic and solid color options. The Defender Series features port covers that keep dirt out of ports, and two-layer construction, which keeps the Note9 safe from drops and bumps. And the Commuter Series offers two layers of protection with a shockabsorbing slipcover that helps keep dust out of ports.

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First Impressions

October 2018

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WINDSHIELD TIME

Chances are you spend a lot of time in your car. Here’s some automotive-related news that might help you appreciate your home-away-from-home a little more.

Automotive-related news Take it slow Teenage drivers are eight times more likely to be involved in a collision or near miss during the first three months after getting a driver’s license, compared to the previous three months on a learner’s permit, suggests a study led by the National Institutes of Health. Teens are also four times more likely to engage in risky behaviors, such as rapid acceleration, sudden braking and hard turns, during this period. In contrast, teens on a learner’s permit drove more safely, with their crash/ near crash and risky driving rates similar to those of adults.

The study appears in the Journal of Adolescent Health. “Given

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the abrupt increase in driving risks when teenagers start to drive independently, our findings suggest that they may benefit from a more gradual decrease in adult supervision during the first few months of driving alone,” said Bruce Simons-Morton, Ed.D., M.P.H., senior investigator at NIH’s Eunice Kennedy Shriver National Institute of Child Health and Human Development (NICHD) and one of the authors of the study.

Who’s going electric?

While consumer adoption of electric vehicles (EVs) continues to disappoint, with only 2 percent of all vehicles shipping in 2018

imagine finding out days later that those moments were being streamed live on the Internet to thousands of people. What’s more, some of those people paid to watch you, commenting on your appearance, sometimes explicitly, or musing about your livelihood. This was the reality for potentially hundreds of passengers of a ride-hailing service driver in St. Louis, according to a lengthy article published in The St. Louis Post-Dispatch. In it, Jason Gargac, 32, a driver for Uber and Lyft from Florissant, Mo., described an elaborate $3,000 rig of cameras that he used to record and live-stream passengers’ rides to the video platform Twitch. Sometimes passengers’ homes and names were revealed.”

The introduction of urban emission zones, initially aimed at banning older diesel vehicles, will culminate in zero emission zones and city centers restricted to EVs only.

expected to be electric, city governments are climbing aboard, according to a new report by ABI Research. The introduction of urban emission zones, initially aimed at banning older diesel vehicles, will culminate in zero emission zones and city centers restricted to EVs only, according to the report. The state of California was preparing a bill at press time that would mandate 20 percent of miles traveled via ride-hailing services to be in EVs by 2023, rising to 50 percent by 2026.

Creepy in St. Louis Sitting in the back of a cab or ride-share can have a confessional allure, notes the author of an article this summer in The New York Times. “Sealed off to the world, you can take a private moment for yourself or have a conversation – casual or deeply intimate – with a driver you’ll never see again. Now

Putting the reins on ride-hail services

New York became the first major American city in August to halt new vehicle licenses for ride-hail services, dealing a significant setback to Uber in its largest market in the United States, according to a report in The New York Times. The legislation passed by the City Council will cap the number of for-hire vehicles for a year while the city studies the booming industry. The bills also allow New York to set a minimum pay rate for drivers.

Cars for rent Getaround, the car-sharing platform that allows users to rent and drive cars shared by people in their city, was launched in Philadelphia this summer. Every car on the platform can be booked hourly or daily and is equipped with Getaround Connect™, a technology that enables users to remotely locate and unlock cars using the Getaround iPhone or Android app. Philadelphians can car-share with people near them, without coordinating a key pickup or dropoff. This is said to put a wide variety of cars at the fingertips of consumers while allowing car owners to earn thousands in extra income that helps offset the cost of their vehicle.

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Safest Dental Visit

TM

OSAP Annual Conference sees record attendance The Organization for Safety, Asepsis and Prevention (OSAP) – a com-

munity of clinicians, educators, policy makers, consultants and industry representatives who advocate for the Safest Dental Visit™ – saw record breaking attendance during its Annual Conference held May 31 – June 3 in Dallas, Texas. Almost 400 infection control leaders, including instructors, consultants, policy makers and sales and marketing personnel, convened to discuss evolving guidance, compliance and critical infection prevention and safety issues.

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With dozens of sessions covering topics, such as the CDC’s new core practices, dental unit water quality, AAMI ST79, vaccination compliance, viral information and digital pandemic, and a unique “What’s wrong with this picture?” workshop, participants left with updates on the most relevant science, policies, procedures and resources for patient and provider safety.

Infection control leadership awards recognized the following: Shannon Mills, DDS (Lifetime Achievement); Helene Bednarsh, RDH, MPH (Superior Service); Hudson Garrett, Jr, PhD, MPH, MSN, MBA (Emerging Leader); Agnes Barry (Volunteerism); and Chairman’s Citations to Michele Junger, DDS, MPH; Patricia Podolak, DDS, MPH; Jennifer Hawley Price, MS; Andrew Whitehead; and Lawrence Wolinsky, DDS, PhD.

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Safest Dental Visit

TM

In addition to formal presentations, the OSAP Foundation held a successful auction, raising almost $200,000, which will support the collaborative education and credentialing initiative with DANB and the DALE Foundation on trade and professional certifications. Founding corporate donors include Dentsply Sirona, Henry Schein, Hu-Friedy, Patterson Dental, Benco Dental, Crosstex, Midmark, NDC, Paradise Dental Technologies, SciCan, A-dec, Compliance Training Partners and Young Innovations.

A record 40 companies/organizations exhibited at this year’s conference, including Super Sponsor partners, Air Techniques, Coltene, Crosstex, Dentsply Sirona, Henry Schein, Hu-Friedy, Kavo Kerr, Midmark, Patterson Dental, SciCan and Tuttnauer.

Attendees can access presentations from this year’s conference on the OSAP website. Planning is now underway for OSAP’s 2019 Annual Conference, which will take place in Tucson, Ariz., on May 30 – June 2.

Editor’s note: OSAP focuses on strategies to improve compliance with safe practices and on building a strong network of recognized infection control experts. The organization offers an online collection of resources, publications, FAQs, checklists and toolkits that help dental professionals deliver the Safest Dental Visit for their patients. Plus, online and live courses help advance the level of knowledge and skill for every member of the dental team. For additional information, visit www.osap.org.

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NEWS

Industry News Henry Schein announces new roles for senior dental leaders Henry Schein, Inc., announced new roles for two of its senior dental leaders. Tim Sullivan will assume the role of Executive Advisor, Global Dental, while A.J. Caffentzis will become President, U.S. Dental Distribution. Both Sullivan and Caffentzis will continue to report to Jonathan Koch, Senior Vice President and CEO of Henry Schein’s Global Dental Group. In his new role, Sullivan will continue to provide executive leadership for the Henry Schein Dental Canada team, to lead the development of customer-focused strategic initiatives, and to help advance key supplier relationships. This change is part of Henry Schein’s formal, long-range succession planning effort. Caffentzis will assume responsibility for leadership of the U.S. Dental Distribution business. Caffentzis joined Henry Schein nearly two years ago following a successful career at AmerisourceBergen and before that at Johnson & Johnson. For the past year, he has been working closely with Sullivan and the U.S. Dental executive leadership team while leading the Henry Schein Special Markets group.

CDA Foundation to offer California wildfire relief grants The California Dental Association (CDA) Foundation has established a disaster relief grant for dental professionals affected by the wildfires in California. The one-time, single-installment grant provides up to $5,000 per California dentist, currently employed dental team member, or CDA component dental society staff member. Additional details and an application are available on the CDA’s website.

Dentsply Sirona announces leadership changes Dentsply Sirona announced new corporate leadership and a restructuring plan to help simplify the company’s business structure.

Walter Petersohn was named chief commercial officer with responsibility for global sales. William E. Newell was named chief segment officer for the company. Newell previously was an SVP for the company’s chairside consumables, endo, and ortho segment. Michael Geil, global VP for treatment centers, will become the interim head of Dentsply Sirona’s business unit for imaging.

The leadership changes were intended to help simplify the company’s structure, which includes 15 internal selling organizations in the United States alone.

Patterson Dental to sponsor for America’s ToothFairy’s 2018 National Mobile Outreach Initiative America’s Tooth Fairy: National Children’s Oral Health Foundation (Charlotte, NC) signed Patterson Dental (St. Paul, MN) on as the title sponsor for the 2018 National Mobile Outreach Initiative. Patterson’s $100,000 contribution will provide resources for mobile programs and components serving more than 50,000 children in need across the country. It will also support America’s ToothFairy operations, programs and resources, which bring dental services to underserved children who live in urban and rural Dental Healthcare Professional Shortage Areas or have limited transportation options.

ADSO names new executive director The Association of Dental Support Organizations (ADSO) (Arlington, VA) named Christopher Badgley as its new executive director, effective August 27, 2018. Badgley previously was senior director, public policy and government affairs for Daiichi Sankyo (Basking Ridge, NJ). The Association of Dental Support Organizations (ADSO) is a non-profit international trade association whose members support more than 13,000 dentists worldwide.

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NEWS

Henry Schein Appointee Announcements Nick Peterson, Field Sales Consultant Peterson will represent Henry Schein in the Wausau, Wisconsin area. He previously worked as a Study Technician Intern at Covance, and recently graduated from the University of Wisconsin with a bachelor’s degree in Biology.

Linley Achtenhagen, Field Sales Consultant Achtenhagen will represent Henry Schein Dental in the Milwaukee, Wisconsin region. She previously held the role of Caretaker for Students with Disabilities for IRIS. Patrick Gosnell, Field Sales Consultant Gosnell will represent Henry Schein Dental in Greenville, South Carolina. He previously spent two years as the Director of Business Development for Credda Capital.

Lindsay Acker, Field Sales Consultant Acker will represent Henry Schein Dental in the New York & New Jersey metro area. She previously worked as a school social worker for seven years, and then transitioned into the dental field working in a dental practice in Staten Island, New York as a treatment coordinator for Airway and Sleep Apnea patients.

Efrain Tapia, Field Sales Consultant Tapia will represent Henry Schein in the Dublin, California region. He previously worked as a District Sales Leader for Pepsi-Co, Frito Lay Division.

Craig Blum, Field Sales Consultant Blum will represent Henry Schein Dental in the Raleigh, North Carolina region. He recently graduated from HighPoint University with a Bachelor’s degree in Business Administration.

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John Evanko, Equipment Sales Specialist Evanko will represent Henry Schein Dental in the San Diego, California region. He spent 25 years working as an Equipment Sales Specialist for Patterson Dental.

Beverly Holmes, Field Sales Consultant Holmes will represent Henry Schein Dental in the Raleigh, North Carolina region. She has a Bachelor’s degree in Psychology from Guilford College.

Derek L. Lowe, Field Sales Consultant Lowe will represent Henry Schein Dental in the Nashville, Tennessee region. He previously worked as Specialty Community Liaison for Willowbrook Home Health.

Josh Buchanan, Digital Technology Specialist Buchanan will represent Henry Schein Dental in the Little Rock, Arkansas area. He previously held the role of Outside Sales Representative for Great American Opportunities.

Chris Bell, Equipment Sales Specialist Bell will represent Henry Schein Dental in the Dallas/Fortworth region. He recently held the position of CEO and Administrator of Blue Cloud Pediatric Surgery Centers.

Michael Bassetto, Field Sales Consultant Bassetto will represent Henry Schein in the San Francisco, California region. He has over two years of sales experience working with various companies such as Paycom, Kaleidoscope, and Luxotica.

Brian Trippett, Digital Sales Consultant Trippett will represent Henry Schein in the Louisville, Kentucky region. He’s been a part of Team Schein for two years, previously working in the role of IT Consultant.

Oliver Marsolais, Field Sales Consultant Marsolais will represent Henry Schein in the Montreal, Quebec region. He joins Team Schein having spent 17 years in the restaurant business, working for Notkins.

Tori Porritt, Field Sales Consultant Porritt will represent Henry Schein Dental in the Dallas, Texas region. She is new to the dental field and previously worked as an Educational Leadership Consultant for Alpha Phi International.

Jeff Spiker, Digital Technology Specialist Spiker will represent Henry Schein Dental in the Philadelphia, Pennsylvania. He previously held the role of Territory Manager for Kerr Restorative for over four years.

Jane Angstman, Field Sales Consultant Angstman will represent Henry Schein Dental in the Des Moines, Iowa area. She has over 20 years of experience in the dental field, most of which she spent as a Territory Manager for another distributor.

Tanya Landolfi, Digital Technology Specialist Landolfi will represent Henry Schein Dental in the Wallingford, Connecticut region. She has been in the dental field for 10 years, and most recently worked as a Territory Manager for Hereaus Kulzer.

Jessica Dalrymple, Field Sales Consultant Dalrymple will represent Henry Schein Dental in the South Los Angeles region. She has three years of experience, which she spent as an Account Manager for Burkhart Dental.

Mark Keogh, Field Sales Consultant Keogh will represent Henry Schein in the Kansas City, Missouri region. He has been in the dental field for seven years, all of which he spent as a Territory Representative for another distributor.

Jeff Hawkins, Field Sales Consultant Hawkins will represent Henry Schein Dental in the Kansas City, Missouri region. He has 14 years of experience, which he spent as a Territory Representative for another distributor.

Rick Diaz, Digital Technology Specialist Diaz will represent Henry Schein in the Connecticut and Massachusetts region. He has been in the dental field for 10 years, five of which he spent as an IT Consultant for Henry Schein.

Charmen L. Brummer, Equipment Sales Specialist Brummer will represent Henry Schein Dental in the Seattle, Washington area. He has 21 years of experience in the dental field, 12 of which he spent as an Equipment and Technology Specialist for another distributor.

Molly Roach, Field Sales Consultant Roach will represent Henry Schein in the Boston, Massachusetts region. She recently graduated from the University of Dayton with a Bachelor’s degree in History Steve Hermann – Field Sales Consultant Hermann will represent Henry Schein in the Palm Springs, California region. He has been in the dental field for over 30 years, and has previously worked in sales for Burkhart Dental and Patterson Dental.

Travis Fonnesbeck, Field Sales Consultant Fonnesbeck will represent Henry Schein Dental in the Boise, Idaho region. He has seven years of experience in the dental field, two of which he spent as a Territory Sales Manager for another distributor.

Zach Rigsby, Equipment Sales Specialist Rigsby will be taking on a new role with Henry Schein, transitioning from a Field Sales Consultant to an Equipment Sales Specialist in the Milwaukee, Wisconsin area.

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NEWS

Patterson New Appointees

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Phanisia Bland

Sarah-Beth Blevins

Julie Bouselli-Delbridge

Joan Curcio

Ed Fisher

Christian Griffis

OnnaJean Muleucis

Katie Ormerod

Vanessa Papalios

Ashley Pitre

Liz Romero

Felix Sanchez

Alan Smith

Tyler Smith

Emily Stewart

Melissa Winward

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