C O NNE C T IO N
Q4 | 2020
The Science of Dental Practice Growth. qlsuccess.com
VISION To become the trusted, most recognized name in Dental Practice Management through exceptional leadership, a proven systematic approach, and a passionate, knowledgeable team. By hiring the best team and producing a dynamic product, Quantum Leap undergoes continued growth and innovation that is sustainable, providing clients with an un-matched experience like none other in the industry.
MISSION Growing Practices, Building Leaders, and Improving Dentistry using Education, Honesty, and our Unique Abilities – We Are Quantum Leap – Success in Dentistry.
OUR CORE VALUES
U-Grow
Understanding We understand the needs of our clients, our team members, and the dental community striving to meet those needs, all day, every day.
Growth
Growing the minds, resources, and capabilities of company, clients, and colleagues.
Reach
Positively reaching all facets of the dental community from provider to patient through education and innovation.
Outstanding
Ensuring an outstanding experience with everyone we touch through integrity, honesty, trust, and quality.
Worth Ethic
Displaying a team-first, can-do work ethic that centers on an exceptional delivery of service.
Contents 4 QL Leadership Team 5 Leaping Back with Passion 6 Making Data-Driven Decisions 8 Increasing Productivity with Hygiene 9 OMs Who Inspire and Demand Excellence 10 Dental Assistant Success
4 Quantum Leap Connection
QL Leadership Team An inspiring and visionary team of dental industry experts committed to helping you build a successful dental practice, and helping you leap to the next level.
Dr. Mike Kesner Founder
Dr. Don Gallo Clinical Consultant
Gena Neill VP of Operations
Tori Lynch Analytics Specialist
Craig McVey Analytics Specialist
Melani Wyatt Analytics Specialist
#LeapToTheNextLevel
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Leaping Back with Passion Quantum Leap is back and better than ever. We took the opportunity during the COVID-19 shutdown to make improvements to our consulting team and training programs. We welcome Gena Neill to the Quantum Leap team as our Vice President of Operations. Gena brings over 30 years of dental experience to the team, with the the last five in consulting. Gena’s philosophy in training and consulting is a handson approach with an emphasis on customer service and team building. Gena has extensive experience in building and operating multiple practice locations, and will be a valued addition as we relaunch Quantum Leap. Under her leadership, a number of new training programs have been created. The goal of the training is to build a team, who, when functioning together performs better than the sum of their parts. Every program is designed with these goals in mind: to increase knowledge, efficiency and productivity. The three programs that are ready to launch and are highlighted in this quarter’s newsletter are our Leadership/Management training for Office Managers, Hygiene, and our Dental Assistants. The programs are supported by the training modules in Quantum Leap University (QLU). The last training, we are developing is for the front desk and will have that completed by the end of the year. In February, we held a live seminar on the financial opportunity in ownership of multiple locations. The discussion centered around the use of analytics. Analytics provides the doctor with a
factual representation of their practice or practices. If we imbed the proper KPI’s (key performing indicators) and understand the MIT’s (most important tasks) and the behaviors that drive them, the dashboard becomes our key operational tool. The development of the Quantum Leap analytical dashboard, called the “Revenue Cycle Dashboard” will be a decisive advantage for all clients who choose to incorporate it into their practices. Whether you are looking for growth in one office or multiple offices, analytics are critical. The QL Analytics dashboard provides the doctor with analytics that are actionable in real time. It identifies the critical KPI, the MIT’s to move it, and the training required. The data allows us to develop and bring in training at the office level that will have the greatest impact on revenue. There are two software programs that need to be installed to set up and populate the Revenue Cycle Dashboard. The first is Sikka, a software that exports office data into a data warehouse that is formatted it into the Revenue Cycle Dashboard. The second is Marchex, a software that measures call answer and call conversion. The data from the Revenue Cycle Dashboard will allow the QL team to develop a business plan for growth. Based upon the analysis of the data we will design a targeted marketing program, office training around the appropriate
MIT’s for growth, and the creation of accountability to the systems and processes. We have competed the test phase and are ready to move and incorporate the program into all interested offices. This fee includes both the Sikka and Marchex monthly fees. These will be part of the new consulting packages offered at first of year at an increase base fee. Be sure to take a closer look at these in subsequent articles and see if this option is right for you.
Take the exclusive opportunity to enroll your offices in the Analytic program. Between now and end of year, any existing QL client can add Analytics for just $300/month.
Join the QL Call “ 2021 Strategies” Friday, January 8, 2021 12 -1 pm EST Join Drs. Mike Kesner and Don Gallo for a discussion on case presentations, the urgency to get back to customer service, schedules for a successful Q1 and the focus for 2021. To join this discussion or for more information, please contact: tori@qlsuccess.com
6 Quantum Leap Connection
Making Data-Driven Decisions The use of analytics in dentistry allows us to create a view of our business that is fact-based, and can help us predict the biggest drivers of our business. Analytics have evolved over time. Early analytics were composed of a number of individual reports that measured key data. We measured things like production, collections, new patients and recall visits. However, each report or data point is only a piece of the entire puzzle so trying to tie practice results to the reporting was akin to “Monday Morning Quarterbacking.” These measures are all lag measures (after the event), so it was difficult to understand how to connect them to the financial results. The next evolution of analytics were the dashboards. This allowed us to look at multiple reports in one view to try and determine the effect on the business. While dashboards allow us to see a better view of a KPI’s (key performing indicators), they still reflect a lag measure; and, make it difficult to understand the full impact of each data point on financial success. QL, in conjunction with Dental Care Alliance’s Analytics team has developed a dashboard that uses past data values to predict future results. We refer to this as the
REVENUE CYCLE DASHBOARD A decisive advantage for all clients who choose to incorporate it into their practices.
Revenue Cycle Dashboard. It not only gives us a look at the KPI’s, but it weights each of the measurements based on the past history of your office or business. This data can be accessed and re-formatted from almost all existing software platforms through a cloud-based platform, Sikka. It is a living, breathing entity which is updated daily and allows us to view results based on monthly trends and historical data. Using these analytics we can predict where our revenue will fall. It provides the ability to not only read the data, but understand where to influence behavior to change the trajectory of the month. The Revenue Cycle Dashboard is designed to identify the key metrics or the lead behavior that, when improved, will have the biggest influence on the KPI’s and ultimately revenue. The Revenue Cycle Dashboard will identif y the KPI that has the biggest oppor tunit y for growth, and the QL team will provide the training modules designed to drive the behaviors influencing the key metric.
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Example: In the top part of the dashboard , a measure of production, we see that revenue per visit is up 5.5% (YOY), that is being driven from doing more procedures per patient visit, and those procedures having a higher value. Revenue per procedure is being driven by a favorable change in procedural mix and less adjustments being made on patient accounts. There could be an opportunity here. But, if we look at the lower portion of the dashboard, which is a measurement of capacity, we can see that visits are down
8.4%. This is being driven by less days being worked by providers and a decrease in number of visits each provider is seeing daily. This is further being driven by 7% decline in new patients and a 3% decline in patients leaving without a next visit. Based on the analytical data, the opportunity to move revenue resides more in the capacity half of the tree rather than production half.
EXAMPLE More revenue opportunity resides in the capacity (bottom) half of the tree rather than production (top) half of the Revenue Cycle Dashboard.
Looking closer at new patients, we want to first look at the number of new patient opportunities (calls) that the office is receiving. Marchex is the preferred QL vendor to track call volumes and conversion statistics. It specializes in using artificial intelligence (AI) and machine learning to analyze conversation data between the front desk reception team and patients. The problem is not that most practices today lack data accessibility. The problem is how to best turn a practice’s data into actionable insights. With Marchex’s AI-enabled speech analytics technology, we can use these insights to make smarter and quicker decisions about a practice’s digital marketing strategies, call handling best practices through QL scripting, and improve patient conversion. In addition, Marchex uses customized reporting to identify calling trends and has a user-friendly KPI dashboard that will allow you to
do things in seconds that previously would take hours, days, or even weeks. This allows us the evaluate the value (ROI) on our marketing spend. If we receiving an appropriate number of calls, then we look to evaluate my call answer rate. Simply put, are we picking up the phones when they ring? Next, we would look at the conversion, if we are answering calls is the team converting those into new patients? Lastly, we want to be sure we have availability. The other area we should explore is our internal referral numbers. If numbers are low, we may want to institute a more aggressive internal referral program with the team. Each of these key metrics has a specific training that accompanies the behavioral change needed. The same type of analysis and training recommendation would be done around next visit data.
8 Quantum Leap Connection
Increasing Productivity with Hygiene What incremental revenue has the biggest impact on your bottom line: hygiene or doctor? Would you be surprised to learn that incremental hygiene production generates almost twice the profit? A hygienist being compensated at 30% of production; will see about 50% of the incremental dollars hit the bottom line. By comparison, incremental dollars produced by the doctor have about a 20 – 25% drop to the bottom line. An incremental increase of $400 in hygiene should yield about a $200/day profit. If hygienist works 20 days in a month that is a $4,000 profit. QL has designed a hygiene program designed around increasing productivity. Working from a set protocol allows an office to create consistency around periodontal care. The Periodontal Protocol has two components; one is diagnostic
and mirrors the Academy of Periodontology classifications of disease, and the second is how we choose to treat the disease in our office. The treatment side is customized for each off ice. The biggest revenue gain in hygiene is achieved by proper case typing, and performing the appropriate periodontal procedure. We end up substituting higher dollar procedures for the “bloody prophy’s” a lot of our hygienists are performing. Proper diagnosis and treatment enhance the quality of care we provide, and contributes to health of our business. When we look to adjuncts, it is important that both the doctor and hygienist believe in the efficacy of the product.
Periodontal Protocol Periodontal Case Type
Clinical Type 0: Healthy
Clinical Type 1: Gingivitis
Clinical Type 2: Early Periodontitis
Required Radiographs
Clinical Characteristics
>25 years: 18 film FMX Horizontal Bitewings Panorex (no charge)
• No areas over 3mm depth • No bleeding on probing • No radiographic evidence of bone loos • Healthy pink color • Light plaque and no calculus
>25 years: 18 film FMX Horizontal Bitewings Panorex (no charge)
• Most areas at or below 3mm in depth; with minimal 4mm sites • Bleeding on probing (localized or generalized) • No radiographic evidence of bone loss • Tissues usually edematous • Light, moderate, heavy scattered deposits
18 film FMX Vertical Bitewings Panorex (no charge)
• 5 mm+ pocketing localized or generalized • Slight horizontal bone loss (<10%) • Bleeding on probing • Tissue may be fibrouswith edematous areas • Deposits are harder to remove
ADA Code
Suggested Treatment Protocol
ADA Code
BP Perio and hard tissue charting Recorded treatment plan Prophy Flouride Varnish Application Oral Hygiene Instruction
0110 9630
0110 9630
4921 9999
BP Perio and hard tissue charting Recorded treatment plan Gingivitis in the presence of inflammation Irrigation w/ Chlorahexedine Perio Science Gel (sundry code)
1330
Oral Hygiene Instruction
4341 4341 4342 4921 4381
BP Perio and hard tissue charting Recorded treatment plan SRP 2 quads (1 hour) SRP 2 quads (1 hour) 1-3 teeth per quadrant Irrigation w/ Chlorahexedine Arestin placement (5mm and + pockets with BOP)
0110 1206 1330
4346
1206
1206
4910 4381 4921
Follow up treatment Recare Prophy (at 6 months) Optional 1.1 NaF (depending on risk factors) Flouride Varnish Application
Recare Prophy Optional 1.1 NaF (depending on risk factors) Flouride Varnish Application
Perio maintenance Retreat with Arestin where needed for 5 mm and + pockets with BOP Irrigation with PerioSciences
We can help you and your hygienists in setting up a Periodontal Protocol for your office. Ask your consultant to schedule time on their next visit.
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Office Managers Who Inspire and Demand Excellence Is your office manager effectively leading the team? Are they able to inspire and motivate your staff, while still holding them accountable to daily and monthly goals? Our office managers wear two hats. On one hand they need to be the
QL recognized the opportunity and built a program to provide leadership/ management training for our client, office managers. The course has been designed in conjunction with Dental
cheerleader, the one who inspires and can motivate team members to give their best. At the same time, they need to create accountability to daily operations.
Care Alliance and it’s Training and Development team; and, comprises a series of instructor-led webinars. Below is a listing of the topics.
Courses Leadership Development Leadership Communication in a Dental Practice
1.5 Hours
Webinar
The Business Aspect of Dentistry
4 Hours
Webinar
Progressive Discipline
1 Hour
Webinar
HR and the Law
1.5 Hours
Webinar
Confilct Management
1.5 Hours
Webinar
Critical Thinking & Decision Making
1.5 Hours
Webinar
Behavioral Interviewing
1.5 Hours
Webinar
4 Disciplines of Execution
1.5 Hours
Webinar
Performance Management
1.5 Hours
Webinar
Builing a High Performance Team
1.5 Hours
Webinar
Coaching and Building Your Team
1.5 Hours
Webinar
Emotional Intelligence
1.5 Hours
Webinar
Leading Change
1.5 Hours
Webinar
Critical Thinking & Decision Making
1.5 Hours
Webinar
Motivation & Engaging Your Team
1.5 Hours
Webinar
Effective Case Acceptance
1 Hour
Online
Completing the FA
45 Minutes
World Class Customer Service
1.5 Hours
Online Webinar
Problem Solving
4 Hours
Webinars
Smart Scheduling
1 Hour
Online
Patient Retention
1 Hour
Online
Program lasts 3 months and next one will begin in January 2021. Course is available to all QL clients, please contact your consultant to register your manager. You don’t want to miss out on this training!
“The only thing worse than training someone and having them leave is not training them and having them stay!”
10 Quantum Leap Connection
Dental Assistant Success The greatest gains in efficiency in a dental practice are achieved with the doctors are comfortable and confident in leveraging their clinical team. When doctors lack confidence in their teams, it may cause them to micro manage operations. When a doctor or hygienist is providing a dental service that the dental assistant could perform, it provides an opportunity to improve office efficiency. The dental as sis tant is a critical component and back bone of our team, however, there are few courses designed specifically f or them. A properly trained dental assistant utilizing expanded functions can double the productivity of a doctor, and create higher level of efficiency. Gena Neill, QLâ&#x20AC;&#x2122;s VP of Operations, brings over thirty years of chairside experience, and has developed a training course designed specifically for doctors and their dental assistants. This course focuses on three core areas: communication, anticipation and preparedness, and chairside skills. Communication is focused both on team and patient interaction. It is critical that the assistant not only understands the dentistry that the doctor recommends, but also advocates for the dental treatment. Often a patient will turn to the assistant or hygienist as soon as the doctor leaves the room and ask for their opinion of treatment recommended.
For information on how to access the Dental Assistant Success course please contact: gena@qlsuccess.com
Anticipation and preparedness is focused on planning your day. It starts with the morning huddle, and an understanding of who and what makes up the schedule, and what systems and processes are set in place to ensure that the schedules, dental supplies, lab cases, and daily goals are there to meet the needs of the day. Level of team training in chairside skills is focused on how to utilize the strengths of the team. This will help the assistant to efficiently and consistently set a foundation for growth and success in the dental practice, and to train the team on how to schedule a productive day, based on the daily goals. QL is planning to schedule a course in February 2021. This course is designed for doctors and their assistants, and is most successful when held in-person.
TEAM QL
Helping You Build the Practice of Your Dreams We see each team member as an integral part of team, and we strive for practice excellence through creating common purpose, training and accountability driven by predictive analytics.
The Quantum Leap Team: Gena Neil, Craig McVey, Dr. Don Gallo, Melani Wyatt, Tori Lynch, Dr. Michael Kesner and Debbie Kesner.
Stay Connected! Call 1.480. 282. 8989 or visit qlsuccess.com for more information https://www.facebook.com/QLSUCCESS https://twitter.com/qlsuccess?lang=en https://www.youtube.com/user/QLSID/featured https://www.linkedin.com/company/quantum-leap-for-dentistry/
Quantum Leap Success in Dentistry 1415 Highway 6, Suite C200 Sugar Land, TX 77478
Leap to the Next Level! 1.480. 282. 8989 | qlsuccess.com
DCA-69-20 11/20