November 2012

NOVEMBER 2012

HOW TO HANDLE DIFFICULT PATIENTSInside: Difficult Patients In & Out of the Office PLUS: Handling Online Reviews

DON’T MISS THESE UPCOMING EVENTS!

continuing educationNOV 16, 2012

3RD ANNUAL RIGHT IN YOUR OWN BACKYARD CE COURSE: PROSTHO, PERIO, ORAL SURGERY AND ORTHO —ALL FOR THE GPPresented by:Paul Binon, DDS, MSD Richard Jackson, DDS Cas Szymanowski, DDS Peter Worth, DDS

9:00AM-1:30PM • 4 CEU, CoreCROCKER MUSEUM Includes Museum Admission

4CE, Core

cpr courseNOVEMBER 3, 2012 — RENEWAL

LR8:30AM–12:30PM • 4 CEU, Core

SUTTER GENERAL HOSPITAL — CANCER CENTER (BUHLER BUILDING)

dentists in business forumNOVEMBER 7, 2012

PAY ME OR PAY UNCLE SAM: MAXIMIZE PROFITS, MINIMIZE TAXESPresented by:John Urrutia, CPA(Mann, Urrutia, Nelson, CPAs)

6:30PM-9:00PM • NO CEUHILTON SACRAMENTO ARDEN WEST

Sacramento District Dental Society presents the 33rd Annual MidWinter Convention & Expo

FEBRUARY 7 & 8, 2013 • Sacramento Convention Center (1400 J St)

Sacramento District Dental Society

Holiday PartyDecember 4, 2012

at Del Paso Country Club

the Year of

Good ...

THE NUGGET IS A FIVE-TIME INTERNATIONAL COLLEGE OF DENTISTS JOURNALISM AWARD WINNER:

GOLDEN PEN (HONORABLE MENTION, 2007)Article or series of articles of interest to the profession

OUTSTANDING COVER (2007)Remarkable cover

OVERALL NEWSLETTER (2007)Exceptional publication overall

PLATINUM PENCIL (2010)Outstanding use of graphics

INTERNATIONAL COLLEGE OF DENTISTS NEWSLETTER, DIVISION 2 AWARD (2012) January 2011 issue

THE NUGGETNOVEMBER 2012

VOLUME 58, NUMBER 9

TABLE OF CONTENTS

FEATURES7&19 Don’t Fear the Angry Patient

Lisa Saiia

8&23 Seven Steps for Dealing with Patient Criticism Lorraine Guth (Reprinted with permission by the Academy of General Dentistry. © Copyright 2012 by the Academy of General Dentistry. All rights reserved.)

10 Finding Opportunity in Online Criticism Kristin Singhasemanon

SPECIALS15 How to Look Good in a Business Portrait

Gerry McIntyre (Reprinted with permission from Comstock’s Magazine)

15 Credit Charge Surcharges Already Against Law in California (Reprinted with permission by the California Chamber of Commerce)

20 SDDF Election Results

22 SDDS Election Results

24 Informed Consent From the Ethics Committee

REGULARS4 President’s Message

5 From the Editor’s Desk

6 Cathy’s Corner

16 YOU: The Dentist… the Employer

17 Committee Corner

17 Committee Meetings

19 Link of the Month

20 Foundation Page

22 Trustee Report

26-27 Vendor Members

27 Vendor Member Spotlights

28 We’re Blowing Your Horn!

29 Volunteer Opportunities

30 Advertiser Index

31-32 Membership Update

32 Back in Time — Can you identify this SDDS member?

34 Event Highlights

35 Classified Ads

36 SDDS Calendar of Events

* featured on cover

NUGGET EDITORIAL BOARDJames Musser, DDS

Editor

Paul Binon, DDS, MSD

Donna Galante, DMD

Alexander Malick, DMD

James McNerney, DMD

Christy Rollofson, DDS

Ash Vasanthan, DDS, MS

EDITORS EMERITUSWilliam Parker, DMD, MS, PhD

Bevan Richardson, DDS

www.sdds.org • November 2012 | 3

re what accomplishes almost everything that happens in our Sacramento District Dental

Society, the California Dental Association and the American Dental Association. People exactly like you! Huge tasks are made possible and accomplished by many individuals doing their part towards the same goal! “Many hands make light work.”

Proof that very large projects can be done by many volunteers in a short time happened on August 24 &25 at CDA Cares, Sacramento, a free dental clinic for underserved folks in our community. Hundreds of professionals were organized and prepared to see and treat over TWO THOUSAND patients for a service value exceeding $1.6 million. SDDS played a very large part in the preparation, organization of patients and the delivery of services and clean up at Cal Expo. But the biggest reward, besides the dentistry delivered to the underserved was the wonderful feeling of being a part of such a worthy effort. Thanks to all of you who played a role in CDA Cares, Sacramento!

In regard to volunteer projects at SDDS, committees and task forces tackle huge projects and move forward at light speed, raising the bar at every step along the way. Everything we do together follows our SDDS Strategic Plan which is reviewed and revised as needed every three years. We are also guided by our SDDS Mission Statement: “It is the mission of the Sacramento District Dental Society to be the recognized source

for serving its members and for enhancing the oral health of the community.” Every six months all SDDS Committees re-evaluate everything they are doing to make certain all is within these imperative guidelines.

SDDS Leadership is always on the lookout for new players and my goal here is to spark your interest so you become a player on the team you want to be on, and help us be more successful in reaching our goals.

Being a “team” member of any SDDS committee, task force or special project brings many rewards to every player. The camaraderie with the other team members gives a feeling of common purpose and satisfaction that you are working toward an agreed upon goal for the betterment of dentistry and the community! As a team member your input is highly valued by everyone and your ideas are important for the team to move forward.

Sometimes SDDS members are reluctant to get involved because of perceived “conditions” that, in reality, don’t exist (i.e.: “they don’t need me, they’re doing fine without me, they won’t listen to my ideas, I can’t make a difference, I’m not sure I would fit in”). If you have even the slightest desire

or a huge passion to get involved or anything in between, all of us in leadership would like to help you join us. SDDS NEEDS YOU! And you really DO need to get involved and enjoy being a part of the life changing productive work that is going on right now and enjoy the wonderful feeling you get for having been a part of it. Masterful work is going on in the areas of: mercury reduction, fluoridation, oral health care education for caregivers in the geriatric facilities, education to all parents and caregivers of infants in our “1st Tooth-1st Birthday” campaign, membership, especially new dentists, CPR-BLS Recertification courses, continuing education, ethics, peer review, access to care, just to name a few.

November is the month for building and completing all our teams for the coming year. THERE IS A PLACE FOR YOU! Please don’t hesitate or put it off any longer. There are many ways to let us know you are interested and all of us in leadership would be happy and honored to answer any questions you might have. You can call us at our offices, you can call the SDDS office and you can talk to us at General Membership meetings or at any other meeting we attend together. I’m trying to let you know that we really do care about every SDDS member. We want you to get involved so you can enjoy the wonderful feeling of being an ACTIVE TEAM MEMBER in all the successes at SDDS! Who knows? You might even become our SDDS President some day! IT IS POSSIBLE!

PRESIDENT’SMESSAGEThe Efforts of Volunteers... By Victor Hawkins, DDS

THANKS TO ALL OF YOU WHO PLAYED A ROLE IN CDA

CARES, SACRAMENTO!

NOVEMBER 1, 2012 JANUARY 23, 2013 MARCH 13, 2013 APRIL 10, 2013 JUNE 6, 2013sdds.org/SDDF_Broadway.htm

...A

4 | The Nugget • Sacramento District Dental Society

t is Monday morning and the first patient of the day is upset with one of my employees at the front desk. Voices are getting louder

and louder and soon I am asked to intervene, as Mrs. XYZ wants to talk to the “doctor.”

I get a quick briefing from my practice administrator about the situation and she informs me that it is a financial issue relating to insurance. Even though my practice administrator repeatedly told the patient that the “doctors” do not handle insurance issues, she demanded to talk with me right away.

I agreed to listen to her complaint and she was placed into a private office.

You probably can guess the rest of the story. She complained that my staff member did not bill the insurance properly and now she has to come out of pocket for the remaining treatment fees. I listen closely, not saying much, made some notes and then assured her that I will follow up with my employee and get back to her as quickly as I can.

This scenario repeats itself over and over again except the patients’ complaints or criticisms differ. Sometimes the complaints are financial in nature and sometimes clinical. Other common situations include being upset with a staff member, upset they could not get a scheduled time they wanted or upset that they had to wait to be seen.

I read one time that when people are happy about a service or product, they tell two people. However, when they are unhappy with a product or service, they tell ten people! The odds are clearly not in our favor when we do everything we can to serve our patients with the utmost care, compassion and professionalism.

Besides the conversations that may take place at the soccer or baseball field, there is the Internet and all the associated sites that give patients and parents an opportunity to post their criticism about you and your practice.

Sites such as YELP, Google, Yahoo, Facebook and Twitter are opportunities for your patients to give you great reviews, but also those

patients who are unhappy and critical of your practice can post a complaint for all to read.

How do you deal with criticism or difficult to please patients?

From my personal experience, here are nine specific steps that you and your staff can use to help manage those difficult patients.

First, do not downplay the seriousness of the patient’s complaint. Let the patient tell you his or her side of the story. I try to remember that I have two ears and one mouth, so I make a point to listen twice as much as I speak.

Secondly, make sure to apologize or at least confirm that you understand their frustration. Whether they are right or wrong, the patient wants to be heard and know that you are listening and that you care.

The third step is to establish rapport with the patient. Let them know you understand how they must feel and you are willing to help them resolve the situation. I make sure that I focus on them intently and nod my head in a way that they know I am paying attention to their complaint.

The fourth step (and probably the hardest) is to not be so defensive. When a patient points the finger at you and appears to be ungrateful for your efforts, it is hard not to take it personally.

The fifth step is to take control of the situation. In my example above, I stepped into the situation at my practice administrator’s request and rather than avoiding the confrontation, I agreed to meet with the patient in private. This often helps to calm the situation down for both the staff member and the patient.

In the sixth step, you are going to ask the patient what he or she wants. Surprisingly, they will ask for a solution that is fair and reasonable. I have used this strategy and it always surprises me how fair their requests are.

The seventh step is to make sure you have established a policy to deal with issues related to money. The vast majority of the problems come from a financial issue whether it is

insurance or a late payment. A solid office policy that is clearly outlined from the start will help you avoid these kinds of situations in the future.

The eighth step is to make sure that whatever is finally agreed upon, that it happens. Make sure your staff or whoever is delegated to handle the request gets it handled promptly and follows up with the patient. The patient needs to know that you are serious about making it ‘right’ with them.

The final step is to make sure you have documented the entire situation. Besides the notes in your chart, make sure the patient receives letters from your office outlining the situation and the resolution you have agreed to. A paper trail is key to avoiding miscommunication later.

These are the steps that we have incorporated into our practices when handling a complaint or criticism in our office.

You will read several our articles in this edition of the Nugget that further help you handle these situations in the office and on the internet. Setting up a time to discuss how to handle difficult patients with your staff is a key part of your overall practice growth and development.

The good news for your practice is that these difficult patients are often the ones that will help you make your practice even better.

Why?

They will challenge you and your staff to look at your communication verbally, non-verbally and in print. Dealing with a difficult patient will make you look at systems and policies that you have in place and realize areas for improvement.

Many times these critical and difficult patients will end up being some of your best patients that refer and are committed to you for life. Rather than dismissing their complaints, you handled them, listened to them, validated their concerns and sought a mutually acceptable solution.

FROM THEEDITOR’S DESKDealing With Difficult Patients Both In the Office and On The Internet By Donna Galante, DMD

Associate Editor

I


SACRAMENTO DISTRICT DENTAL SOCIETYAmador • El Dorado • Placer • Sacramento • Yolo

LEADERSHIP

Advertising rates and information are sent upon request. Acceptance of advertising in the Nugget in no way constitutes approval or endorsement by Sacramento District Dental Society

of products or services advertised. SDDS reserves the right to reject any advertisement.

The Nugget is an opinion and discussion magazine for SDDS membership. Opinions expressed by authors are their own, and not necessarily those of SDDS or the Nugget Editorial Board. SDDS reserves the right to edit all

contributions for clarity and length, as well as reject any material submitted.

The Nugget is published monthly (except bimonthly in June/July and Aug/Sept) by the SDDS, 915 28th Street, Sacramento, CA 95816 (916) 446-1211. Subscriptions are free

to SDDS members, $50 per year for CDA/ADA members and $125 per year for non-members for postage and handling. Third class postage paid at Sacramento, CA.

Postmaster: Send address changes to SDDS, 915 28th Street, Sacramento, CA 95816.

his past weekend I spent searching the internet looking for a “perfect” gift for a special friend. I googled a couple of words and --- poof! --- what an array of choices I found!

It brought me to the real realization that I need to continue to expand my knowledge of what’s out there, for me in my profession (and your profession) and my personal life – and to be able to keep up with my grown children. Knowing about it is one thing; using it is quite another!

Case and point: while preparing for our upcoming rehearsal dinner (next week!) and our son’s wedding, my son, daughter and future daughter-in-law are 10 states away in Missouri and Ohio, the graphic designer is in North Carolina, the singer is in New York City and I am here. Through Dropbox and Pinterest, we organized, proofed and printed everything and we’re ready to go. (The only unknown is when the good ol’ USPS will deliver everything! So… we’re Fed Ex-ing it all.)

Drop box is amazing – no more sending large files via email. Dr. Guy Acheson and I used it a lot while he was preparing his 1st Tooth OR 1st Birthday presentation.

Etsy and Pinterest – well… let’s just say that you will spend a lot of time looking when you discover what is out there; but… try it. (I soon hope to develop some Pinterest dental pages – there is so much out there.)

And there is so much more; it IS exciting if you have time to investigate (I know, that’s the big issue: TIME!)

Which brings me to the point of communication modes for SDDS. For the last year we have been tracking how our members sign up for events and things we offer for sale (like the Dental Material Fact Sheets, HIPAA stamps, employment posters, etc.). We have made online sign up available; we continue to email, Facebook announce and invite, fax out and insert in the Nugget. The majority of our registrations are through the fax outs – which is why we hesitate to diminish them. Faxing also brings our events, courses and meetings to the attention of staff, which is most important as well. Unfortunately, we can’t be specific as to mode of communication for our members – at least not yet. Our database of 1600 members isn’t that sophisticated --- yet. Who knows what will be in three years! (We’ll have an “app for that!”)

With more than 35 different events each year, we have close to 4000 registrations we manage. We are thankful that our members support our society it all that we do. THANK YOU! Please continue to stay involved, stay in the know, and explore the options out there. It just takes a bit of time but may save you a lot of time!

Happy Thanksgiving!

CATHY’SCORNERDropbox, Etsy, Pinterest Facebook, Amazon and… Everything Else

By Cathy B. LeveringSDDS Executive Director

T

President — Victor Hawkins, DDSImmediate Past President — Wai Chan, DDS

President Elect / Treasurer — Gary Ackerman, DDSSecretary — Kelly Giannetti, DMD, MS

Editor — James Musser, DDSExecutive Director — Cathy Levering

Nancy Archibald, DDSWallace Bellamy, DMD

Jennifer Goss, DDSDan Haberman, DDS, MS

Carl Hillendahl, DDSBeverly Kodama, DDS

Viren Patel, DDS Kim Wallace, DDS

Kevin Keating, DDS, MSRobert Gillis, DMD, MS

CE: Jonathan Szymanowski, DMD, MMScCPR: Margaret Delmore, MD, DDS

Ethics: Volki Felahy, DDSFoundation: Robert Daby, DDS

Leadership Development: Wai Chan, DDSMembership: Lisa Laptalo, DDS

Peer Review: Bryan Judd, DDS / Brett Peterson, DDS

1T1B Medical Outreach: Guy Acheson, DDSAccess to Care: Terrence Jones, DDS

Amalgam: Wai Chan, DDS / Viren Patel, DDSDental Careers Workgroup: Robin Berrin, DDS

Budget & Finance Advisory: Gary Ackerman, DDSBylaws Advisory: Wai Chan, DDS

Fluoridation Advisory: Kim Wallace, DDS Forensics Advisory: Mark Porco, DDS / George Gould, DDS

Geriatric Outreach: Viren Patel, DDSLegislative: Mike Payne, DDS, MSD / Gabrielle Rasi, DDS

Strategic Planning Advisory: Gary Ackerman, DDS

Golf Tournament: Damon Szymanowski, DMDSacPAC: Matt Campbell, Jr., DDS

Smiles for Kids: Donald Rollofson, DMD

Cathy Levering - Executive DirectorDella Yee - Program Manager/Executive Assistant

Melissa Brown - Publications CoordinatorLisa Murphy - Member Liaison/Peer Review Coordinator

Kristen Calderon - Member Liaison/ Smiles for Kids Coordinator

Liz Bassey - Member Liaison/Graphic Design

EXECUTIVE COMMITTEE

BOARD OF DIRECTORS

TRUSTEES

COMMITTEESSTANDING

AD HOC ADVISORYTASK FORCESWORKGROUPS

SPECIAL EVENTS OTHER

SDDS STAFF


By Lisa Saiia Owner, dentassist

Don’t Fear the Angry Patient

t is without a doubt that, during the course of practicing dentistry, you will encounter a handful of angry patients. Dealing

with angry people can be debilitating and exhausting to the one who is venting and to everyone who is in its path. Typically, angry and difficult people hold resentment and are unhappy due to insecurities and the inability to reason, hiding their debility with shrewd remarks. Intellectual competence is diminished when frustration, apprehension and confusion rears its ugly head. Nastiness is a mask for frustration and anxiety. It is important to cultivate awareness so that you do not react with anger. Patient centered quality care is achieved by examining through the eyes of the patient.

GENUINELY LISTEN

Quiet your mind and clear your thoughts of any preconceived notion about the patient in order to discover why the patient is upset, frustrated or angry. Genuinely listen to the patient without interrupting, without judgment. Try to understand their point of view. Remember that the patient may have unfulfilled expectations about their course of treatment or misunderstandings.

EMPATHIZE WITH THE PATIENT

Simply say you are sorry they are upset. Thank the patient for sharing their thoughts and fears. Kindness, patience and compassionate understanding of the patient should be part of your comprehensive standard care. When you are in tune with your emotional self, you will have the clarity to deal with patient’s anger or criticism. In other words, do not take it personally. The dentist and staff should develop skills to communicate effectively and know how to calm down an angry patient. Set aside time to role play with your staff on how to respond when someone is upset. You and your staff should understand how to handle this sensitive area, using skillful means to

make peace. If you make any promises to the patient, follow through and honor those assurances. Not keeping your promise will further anger the patient.

EXPLAIN YOUR DESIRE TO PROVIDE OPTIMUM CARE

Patients feel vulnerable and powerless when they sit down in the operatory chair. It is important for them to feel the dental provider is competent and confident. Be mindful and understand the nature of the patients concerns. Comprehensive care includes communicating and educating your patients. They simple want to be informed.

This includes the treatment and the financial arrangements. Explain your desire to provide optimum dental health care through explanation of the treatment plan, treatment options and their financial responsibility. This should be done prior to treatment, not after the fact. Effectively communicate knowledge of the procedure you are about to perform. Ask if they have any questions or concerns. Check in with the patient during treatment. The dialogue and exchange of information will quell any fears of the unknown. You are sharing your knowledge through the exchange of information, developing a rapport. They will begin to trust and respect you as a clinician. You move into a mode of cooperation, working together to achieve optimum care. They need to be involved in their treatment. Reciprocity that includes the patient’s cooperation and the

dental healthcare provider’s comprehensive care has a significant impact on treatment acceptance and an ideal dental experience. This will dictate the patients spoken or written opinion of your dental practice and its reputation.

ACCOUNTABILITY

Albert Einstein concluded, “The energy of hostility can be created by anyone, while creating the energy of appreciation takes conscious commitment, skill and courage.” Patients have a need to be recognized and respected. It is the dental healthcare provider’s responsibility to deliver qualitative care. This is the heart of the science in dentistry. As the dentist, you are the leader. Leaders lead by example. Leaders hold staff accountable. If your employee has a tendency to play the blame game and is indifferent to patient’s criticisms, disengaged, cynical, and defensive when questioned, a counseling session is in order. Repeat offenses are grounds for termination. You must have the courage to make this unpopular decision. Build your staff’s confidence by providing the necessary tools, skills and training to deliver compassionate care. The key to handling patients successfully and with less stress is to have a practiced and prepared plan. Have a written script. Learn it, so it will roll off the tongue. Staff can deviate from the scripting using their own personality style. If a staff member is uncomfortable communicating the script, they can indicate to the patient they are sorry the patient is upset and have them speak with someone else. Then, bring in your “ringer.” The sooner you fix the problem, the more likely they are to stay with the practice. Resolve the problem on the spot. Knowing what you are doing is the reason you do not need to fear the angry patient. By upgrading your team, you are upgrading your reputation. When you and your staff are respectful, cooperative and

DIFFICULT PATIENTS

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continued on page 19

KINDNESS, PATIENCE AND COMPASSIONATE

UNDERSTANDING OF THE PATIENT SHOULD BE PART OF YOUR COMPREHENSIVE

STANDARD CARE.


ave you ever experienced an emotionally charged discussion with a frustrated patient? Do you

remember that conversation clearly? Was the patient being difficult and unreasonable? It all depends on your viewpoint. When the patient recounts this conversation with his or her family and friends, I doubt that patient is willing to say that he or she was the cause of the problem, or that his or her demands were unreasonable. And what happens when your patient continues to share the frustrating experience with more and more people? In an era of Facebook testimonials and online doctor reviews, it is more important than ever to improve your skills when assisting a frustrated patient. Every patient now has the potential to influence the judgment of their friends, and even their friends’ friends, just with the touch of a button. And, very quickly, one patient’s bad experience can deter hundreds of potential patients from coming to your practice.

Most dentists and dental team members are not trained in how to manage unhappy or frustrated patients. However, refining your skill sets in this area is one of the most important ways to differentiate your practice from the competition in a challenging economy. In this economic environment, your patients are more likely to be under financial stress, and they may question the value of the treatment you recommend. It is a great motivator for all of us to think more about how we function and communicate with our patients. How we interact with our patients impacts the decisions they make regarding their health and their life. And our communication process is an integral part of the quality of clinical care we provide.

Some patients complain about service without saying anything at all—they simply

stop coming to us without telling us why. Instead, they tell all their family and friends why we didn’t meet their needs, and that does us no good at all. Perhaps it makes sense to be grateful rather than frustrated when patients provide criticism about their experiences. Though this may seem odd, just try and keep in mind that they are actually giving us a very valuable gift—their insight.

Voicing a complaint to an organization has its risks. As a patient, I would feel slighted if after five years, my doctor’s receptionist didn’t even know my name, or if he or she wouldn’t even look up from their computer screen when informing me about my copay. But voicing these concerns may make me even more uncomfortable and put me in a difficult position I am likely to avoid. For a period of time, your service skills as a dentist will make up for other customer service mistakes, but that won’t last forever. Some research studies indicate that approximately 4 percent of people are willing to complain about business situations with which they are unhappy. Personally, there are a number of times I have quit using a service or business without discussing my concerns with the company in question. I simply didn’t have the time to fix someone else’s business or customer service problems. In today’s economy, there are plenty of organizations offering similar services at competitive fees. For patients unhappy with their health care provider, it’s just easier to go elsewhere for treatment.

This creates a challenge for our practices. We need to take the time to learn how to communicate properly with frustrated or unsatisfied clients. Diffusing an upset client might not be something you learned in dental school. This process may be worth learning from an outside source that is skilled in customer service training. Here are just a

few ideas to help make the situation more beneficial, for both you and your patient:

CONTROL YOUR EMOTIONS - Patients can sense if you are angry or upset.

Negative emotions will not help defuse the situation.

DON’T GET DEFENSIVE - People who get defensive often don’t listen well to

others. Worry less about defending yourself and more about the concerns your patient is trying to relay. Take a few moments, if you need to, and breathe.

BE GRATEFUL AND EXPRESS YOUR GRATITUDE - Clearly demonstrate to

the patient that you understand his or her frustration and appreciate that he or she voiced their concerns. Remember to be kind and sincere, and ask your patient additional questions to show your interest in his or her opinions.

ASK YOUR PATIENT ADDITIONAL QUESTIONS - Engage the patient and

try to learn more about their viewpoint. Remember to be kind and sincere while listening.

TRY TO KEEP THE EXCUSES TO YOURSELF - If your initial response is

an explanation of your actions, your patient may not feel heard. A frustrated patient does not want to be told his or her feelings and emotions are invalid. You may think your explanations help explain the situation at hand, but that might not be how the patient sees it.

IF YOU DO APOLOGIZE, KEEP IT SIMPLE AND DO IT QUICKLY - Patients

want their feelings to be validated. A simple, brief apology will accomplish this. For

Seven Steps for Dealing with Patient Criticism By Lorraine Guth

Published with permission by the Academy of General Dentistry. © Copyright 2012 by the Academy of General Dentistry.

All rights reserved.

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DIFFICULT PATIENTS

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Why Refining Your Communication Skills Will Help Diffuse Patient Concerns

continued on page 23


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he nature of the job makes some dentists feel uncomfortable about allowing, let alone encouraging, their

patients to share their stories online, for the whole world to see.

Like it or not, online reviews are here to stay. Whether you run a restaurant, an automotive repair shop, or a dental practice, your business is fair game. A patient can snap a picture of his swollen jaw as he leaves your office, then post it immediately to Facebook with a note of how much pain he’s in. But he can also come back and rave about how great it was that the doctor called that night to make sure he was doing alright. And again in the morning. And then took action right away when he had a reaction to his medication.

Rather than shy away and hope for the best, embrace the world of immediate public feedback as an opportunity to bring new patients to your practice.

If you worry about the effect of negative reviews, positive reviews can be your best defense. Your satisfied patients far outnumber those who are discontent. You want your online reviews to portray that story. When people read your reviews, they are mentally evaluating the reviewers as much as they are the reviewee. Is this someone who’s opinion I trust? Are their claims too outrageous to be true? Are they upset about something that’s important to me?

When one bad review shows up after ten or twenty good ones, readers may be skeptical

Finding Opportunity in Online Criticism

By Kristin Singhasemanon

DIFFICULT PATIENTS

As a dentist, you sometimes have no choice but to make your patients uncomfortable. You poke and prod in their mouths, often giving shots, drilling, maybe cutting. They may leave your office feeling numb, sore and unable to eat.

TPH

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of the patient’s story. If you only have one or two reviews, they’re not sure who to believe.

Sooner or later you are likely to be faced with negative online feedback. So how do you handle it?

You can use the same principles you would if you were facing the patient in your own office, except your actions are on public display. If you handle it well, you can turn your patient, and the readers, into raving fans. If you handle it poorly, you may do more damage than the feedback itself.

Here are six ways you might consider handling online criticism:

1. RESOLVE THE ISSUE DIRECTLY WITH THE PATIENT

If you are able to identify the patient, you may be able to contact them directly to resolve the issue, then ask them to remove or at least update their review. Most review sites and social media platforms will let contributors remove their own post if they are willing to do so, but don’t ask them to take down the review until you have addressed their concerns first.

2. RESPOND PUBLICLY TO THE PATIENT

Most platforms let you leave a response, and this is often the best course of action. It allows you to show off your exceptional customer service skills and to display a bit of class. According to Yelp, “Reviewers are usually thrilled to get a well-meaning response.”

First, make sure you acknowledge the patient’s concerns. Step back, calm down, and ask yourself if there was something you or your staff really could have done better. Admitting this publicly shows you are willing to accept and address mistakes. Think in terms of potential patients, and make them feel secure they won’t face the same problem. Say what you have done and what you are still willing to do to resolve the issue. Apologize if it’s appropriate.

You can encourage the patient to follow up with you privately (by asking them to email, call or message you), but be careful not to look like you’re just trying to hide the conversation from the public. If you feel the complaint is invalid, you can explain your side of the story, but be careful not to come across as defensive or confrontational. Keeping your response short and sweet without too many details is generally a good rule of thumb.

3. DELETE THE POST

On most platforms, only the author can delete a post. However, if a patient posts on your business Facebook Page or comments on your blog, you do have the ability to hide or delete it. Be careful with this though, because some people will have already seen the negative comment. They will wonder what you’re trying to hide, and suspicious minds have a way of making things seem worse than they actually are. Furthermore, the original author will likely be angered by your actions, and may come back to let everyone know you deleted their post, and even spread out to other platforms where you don’t have so much control. (NOTE: This applies to feedback from legitimate patients, not spam. It is perfectly acceptable to delete and report any spam posted on your Facebook Page or blog.)

When you respond publicly and treat social media as a customer service platform, you will have the opportunity to shine, to turn a bad story into a good one. Other Facebook fans or Twitter followers will be able to comment as well, and you may find them coming to your defense. Sometimes even complete strangers will repost your comment to compliment you on how you handled the situation.

If there is an actual error with the review, for instance it was intended for a different doctor, you should follow up with the platform it is posted on. While most platforms won’t delete a review just because you don’t agree with it, you should be able to get errors resolved. This may take some time, however, so it’s still a good idea to leave a polite response, showing empathy for the person’s bad experience, but explaining you aren’t the doctor they saw.

4. IGNORE THE POST

While some consultants recommend this, ignoring a problem won’t make it go away.

Some platforms only allow for one response from each side, while others may allow for an on-going conversation back and forth. Platforms with open community discussion such as Facebook, Twitter, forums or blogs pose the greatest risk, and the greatest opportunity. If you don’t respond where other people can, readers may publicly start to validate the patient’s complaints. Others may feel empowered to step up with negative experiences of their own that they had previously kept to themselves. The discussion could grow and spread to other platforms,

virtually “taking on legs of its own.” On the other hand, your gracious response will help readers better understand the situation, and could help rally your supporters to stand up for you as well. Understand the platform you’re working with, as this may affect your decision as to how to respond.

If you feel there is really nothing you can say to make the situation better, or that any response on your part will further enrage the

continued on next page

MANAGING YOUR REPUTATION

Word of mouth is an age-old channel for developing or destroying reputations. Managing your online reputation isn’t much different - it may actually be easier. The voices have shifted from your patients’ mouths to their fingertips, and these new voices spread further and last longer. However, they’re not only easier for others to hear, they’re easier for you to hear as well. Unlike the days of face to face conversations or rants over the phone, you can track every word said publicly about your business online.

A multitude of tools exist to inform you when your name is mentioned online. Google Alerts is one of the simplest to use, and it will pick up anything that Google sees across the web. You can also set your social media accounts to notify you of messages, posts or mentions. Make sure these notifications go to an email address that is checked regularly. Whether you monitor your name in-house or hire someone to do it, any response strategy will be useless if you miss this crucial step.

Online feedback doesn’t have to be scary. A negative review may not be as disastrous as you think. If you monitor your online reputation and respond effectively, you can turn online criticism into an opportunity to grow your practice.

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unhappy patient, you may be tempted to leave the comment alone. Usually a simple, polite response is better than nothing at all.

Think about this in a real-life context. If a patient comes to the front desk and starts complaining, do you and your staff duck out the back door, leaving her to rant at an empty chair, possibly with patients in the waiting room listening? Of course not.

Try to simulate your real-life response online. You don’t want to get defensive and start a loud debate, but even if you were to sit quietly and listen to her concerns, thank her for her patronage, then let her walk out the door, that is still a response. You can do the same thing online. Acknowledge that you’ve heard them. Thank them for being your patient, and kindly say good-bye. Sometimes that’s all you need to do.

5. SPOTLIGHT THE POST

Some companies have taken an extreme approach to negative feedback and found

ways to turn it into positive marketing. If you went above and beyond to resolve a patient’s concern, you may want to show that off. If you corrected something in your office in response to negative feedback, again, showcasing your responsiveness can be a plus. You could publicly thank the patient for pointing out your shortcomings and helping you to improve your practice. On the other hand, some comments lend themselves to lightening the mood with a bit of humor (as long as it’s not offensive).

6. GET MORE POSITIVE REVIEWS

Following a negative review, the fastest way to get it pushed down the page, and out of site, is to get more reviews. Put a button on your website linking to the review site. Hand out a card with a scanable QR code that takes your patients to the review page right on their smartphones. Hold a contest where you offer awards for patients who write reviews for you online. Provide an iPad in your waiting room

where the homepage has links directly to the review submission page.

While you can encourage your patients to write reviews, you still want them to be legitimate. Don’t have your family members write a bunch of reviews. Don’t hire anyone to write you a positive review. Don’t post fake reviews under made-up names. Aside from the obvious point that it’s unethical, you may even get caught. Now that would be legitimate negative feedback!

Kristin Singhasemanon is an Online Marketing Consultant with over ten years experience building websites and growing businesses through internet marketing. She owns Satin Web Solutions, where she serves many dental practices as well as a variety of other businesses in web design, search engine optimization, and social media management. Kristin attended Boston University, earning her degree in Economics and International Relations. She has a strong foundation in business, giving her a unique perspective compared to most web professionals.


GIVEAWAYS &INFORMATION


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picture can last forever — a long time not to look your very best. Hundreds of colleagues, potential

clients and employers see your headshot on LinkedIn, in marketing materials and on your company website, so why not invest in a great-quality business portrait? The right image starts with being prepared. Follow these tips for putting your best face forward:

CLOTHING

• Wear clothing that fits properly and does not pull tightly across the chest, arms or hips.

• Remember that darker colors are more flattering, and solid colors are best.

• A classic suit and shirt or blouse is always a safe, trend-proof choice.

• Bring a clean, freshly ironed shirt for an afternoon portrait session.

WHAT NOT TO WEAR

• Busy patterns or plaids, and also avoid white shirts unless they are under a dark jacket.

• Sleeveless or short-sleeved shirts, including t-shirts and golf or polo shirts.

• Wide-necked sweaters, shirts and blouses.

• Shiny fabrics such as silk.

HAIR

• If you need a fresh haircut, have it done a week before your photo shoot.

• Men - consider shaving an hour before your appointment, and if you wear a beard or mustache, it should be neatly trimmed.

MAKEUP

• Women - apply your makeup as usual. Bring extra foundation, blush, lip color and a brush to the photo shoot.

• Men - know that your face and/or head might be powdered to minimize shine.

• Consider having makeup done by a professional before the shoot.

ACCESSORIES

• Necklaces should be short and match the neckline of your blouse, and flashy watches should be avoided.

• If you normally wear glasses, they should be part of your portrait, but make sure they are clean.

FRESH AND VIBRANT

• Exercise the night before or the morning of your photo session to ensure good skin color, and be sure to arrive well rested.

• Drink plenty of water.

• Eat beforehand, and remember to brush your teeth.

WORK WITH A PROFESSIONAL

• Choose someone who specializes in portraits, and always ask to see a portfolio of a photographer’s past work.

• A good portrait should look like you, only better. An experienced portrait photographer knows how to capture just the right look and feel for your purposes.

Gerry McIntyre owns GMP Digital, specializing in business portraits and commercial photography in Sacramento since 1980. To see portrait samples of great portraits or for more information, contact McIntyre 916.640.8888.

How to Look Good in a Business PortraitBy Gerry McIntyre Reprinted with permission from Comstock’s Magazine

A

CREDIT CHARGE SURCHARGES ALREADY AGAINST LAW IN CALIFORNIAPermission to re-print by the California Chamber of Commerce

The much-publicized proposed settlement announced earlier in July between Visa/MasterCard and U.S. retailers will have limited, if any, application in California, which is one of 10 states that prohibit surcharges for credit card transactions. California’s ban on credit card surcharges applies to private businesses, but not government agencies or public utilities. The California law prohibiting the surcharges was enacted in 2005, but specifically allows discounts for cash payments. As stated in Section 1748.1(a) of the California Civil Code: “No retailer in any sales, service, or lease transaction with a consumer may impose a surcharge on a cardholder who elects to use a credit card in lieu of payment by cash, check, or similar means. A retailer may, however, offer discounts for the purpose of inducing payment by cash, check, or other means not involving the use of a credit card, provided that the discount is offered to all prospective buyers.” Other states that ban credit card surcharges, according to The Electronic Payments Coalition, are Colorado, Connecticut, Florida, Kansas, Maine, Massachusetts, New York, Oklahoma and Texas. The proposed settlement, which requires court approval, is opposed by some retailers, including Wal-Mart and Target.


YOU ARE A DENTIST. You’ve been to school, taken your Boards and settled into practice. End of story?

Not quite. Employee evaluations, hiring and firing, labor laws and personnel files are an important part of being an employer. Are you up on the changes that happen nearly EVERY January 1st?

In this monthly column, we will offer information pertinent to you, the dentist as the employer.

YOUTHE DENTIST, THE EMPLOYER

TDIC: Employee Needlestick InjuriesAre Prevalent and PreventableFrom TDIC - Risk Management Staff

he Dentists Insurance Company reports employee needlestick injuries as the most prevalent workers’

compensation claim and, more often than not, the needles have been contaminated from a patient injection.

There is often a pattern of behavior related to needlestick injuries.

“The injuries frequently occur when breaking down instrument trays following a procedure,” said Deborah Boyd, workers’ compensation manager for TDIC.

Boyd said it’s common to hear that the employee was removing the anesthetic carpule or removing the needle from the syringe and the cap slipped off of the needle.

“Instrument punctures usually occur during cleaning of the instruments in preparation for sterilization,” she noted.

The Centers for Disease Control and Prevention report disposal-related and improper disposal as causes for 22 percent of needlestick injuries. Cleanup related injuries account for 11 percent and handling or passing of a device during or after use cause 10 percent of needlestick injuries.

Boyd emphasized the necessity of following Occupational Safety and Health Administration’s Bloodborne Pathogen Standard outlined at osha.gov to help minimize such injuries. OSHA’s standard applies to all employers with employees who have occupational exposure to blood or other potentially infectious materials, regardless of how many workers are employed.

In addition to OSHA’s nationwide protocols, the agency also approves state plans. Each state has the option to establish its own safety protocols in addition to OSHA’s general protocols. Twenty-five states have done so. These safety plans can be found on OSHA’s website under resources. The National Institute for Occupational Safety and Health and the Centers for Disease Control and Prevention also have several documents related to the prevention of occupational exposure to blood.

To help reduce the risk of needlestick accidents and exposure to bloodborne pathogens such as hepatitis B, hepatitis C, and human immunodeficiency virus (HIV), dentists are required to use “universal precautions” and to have an exposure control plan with details on employee protection measures. The plan must specify use of a combination of engineering and work practice controls including: personal protective clothing and equipment, training, medical surveillance and hepatitis B vaccinations, and signs and labels.

Infection control experts recommend minimized contact with needles and other sharp devices as well as engineering controls and safe work practices.

Engineering controls include safety syringes designed to eliminate recapping and removing the needle after use. One type of safety syringe has a sliding plastic tube that covers the needle so it does not need to be recapped.

Sharps containers are also considered an engineering control. Experts recommend immediate disposal of sharps, including disposable syringes and needles and scalpel

blades in puncture-resistant containers located near where sharps are used. Strict observance of the “full” line on sharps containers is advised. When sharps reach the “full” line, put the cap on the container and remove it from service. Arrange for pickup, mail away, or dispose according to your state and local regulations.

Other safety measures include not bending or breaking needles before disposal, avoidance of passing a syringe with an unsheathed needle and storage of reusable sharps in containers with wire basket liners that can easily be removed for cleaning and disinfecting. If a needle must be bent for a dental procedure, it should be done in the safest possible manner.

The Needlestick Safety and Prevention Act requires the involvement of non-management employees in evaluating and choosing devices. The act also mandates employers to keep a sharps injury log. This requirement may vary state to state, however, TDIC Risk Management analysts recommend that all dental offices maintain a record of sharps injuries.

According to OSHA, the log must contain, at a minimum, information about the injury, the type and brand of device involved in the injury, the department or work area where the exposure occurred, and an explanation of how the incident occurred. The log must be recorded in a way that protects the confidentiality of the injured employee.

Question about needlestick injuries? Call TDIC’s Risk Management Advice Line at 800.733.0634.

T


Amalgam Task Force (7:30am)TBABoard of Directors (6:00pm)Nov 6Continuing Education (6:00pm)Nov 14CPR (6:00pm)2012 Meetings CompletedDental Careers WorkgroupSpeakers on Call

Ethics (6:15pm) 2012 Meetings CompletedExecutive Committee (7:00am) Dec 7Foundation (SDDF) (6:15pm)Nov 29Geriatric Task Force (6:15pm)Nov 19GMC Task Force (2:30pm)Nov 28Golf (6:00pm)2012 Meetings CompletedMass Disaster / Forensics (6:00pm)2012 Meetings CompletedMembership (6:00pm)Nov 28Nugget Editorial Nov 5Peer Review (6:15pm)Nov 27

SDDS COMMITTEE MEETINGS (2012):

November is the time that SDDS begins to line up our calendar for next year, our volunteer placement on committees is completed, the new chairs are approved by the Board of Directors and they begin to roll out our strategic plan.

Last year more than 230 SDDS members participated in committees, projects and events. As Dr. Hawkins stated in his President’s message in this issue of the Nugget, please get involved – we’d love your input and participation! Key word --- participation! Come, jump in and enjoy working with your peers!

Included in this issue you will find a sign up form and flyer describing the opportunities – in detail. But here is a quick synopsis of what each committee does:

STANDING COMMITTEES

Continuing Education – plans our CE programs (including Midwinter Convention), generates speaker ideas and programs – 5 meetings a year

Membership – plans member events (like the Shred-a-thon), new member recruitment activities, serves as hosts at general meetings and selects topics for the “Dentist in Business Forums” – 5 meetings a year and various events

CPR Committee – teaches CPR to our members and their staff; each committee member is trained and teaches at least 2 courses a year (Did you know that we are the ONLY

COMMITTEE CORNERJump In-THERE’S ROOM FOR EVERYONE

dental society who provides this valuable member benefit? Other societies “hire out” the teachers.) – 1 general calibration meeting and 2-3 courses a year

Peer Review Committee – provides oversight, clinical review of all peer review cases; training and calibration involved – limited meetings as needed for patient and doctor review; 1 general committee meeting each year

Ethics Committee – receives and reviews ethics complaints against member dentists; responsible for society members’ education regarding ethics and issues – 4 meetings a year

AD HOC / ADVISORY COMMITTEES / WORKGROUPS

Legislative Advisory – volunteers “on call” in case we need to attend legislative hearings related to dental issues

Fluoridation Advisory – doctors interested in fluoridation efforts in our region can participate

Nugget Editorial Advisory – doctors interested in writing and putting together an issue per year of the Nugget – 4 meetings/ year; responsible for 1 issue a year

Mass Disaster / Forensics Advisory – training provided to doctors who are willing to train and be prepared to mobilize if a disaster occurs in our region; 3-4 meetings per year

Amalgam Advisory – oversees and works with the public agencies with regard to mercury reduction

GMC Advisory – serves in partnership with First 5 in the oversight capacity

Dental Careers Workgroup – volunteers needed and willing to go out and speak to students (high school, university) about careers in the dental field; this group is “on call” as we get requests

Dental Screeners for Smiles for Kids – doctors who are willing to screen kids at schools, provide dental health education to students – all requests are in the fall

By Cathy LeveringSDDS Executive Director

There is nothing stronger than the heart of a volunteer.

With it beats the spirit of service, generosity and compassion…

and the health and well-being of our community, our

country and our world.

— Kobi YamadaCommittee meetings and more are

available 24/7 on the SDDS website. Visit www.sdds.org and click

the “Calendar” button.

Geriatric Outreach Trainers – volunteers needed and willing to be trained to go out to geriatric health care facilities to train caregivers about dental health and care to the elderly

DEADLINE TO SIGN UP – DECEMBER 3, 2012.

We Volunteers!


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After

confident in your dealings with your patients and each other, criticism is curtailed.

PATIENT EXIT STRATEGY

If a patient decides to leave a practice, it is important to have a patient exit strategy. This can be a learning tool and discovery of areas that may need to be changed or staff that may need to be improved upon. If you are the one being criticized, admit your weakness, ask for feedback and encourage your staff’s ideas. You must be mindful of your behavior and be willing to make changes. Recent studies have proven that 60% of customers take their business elsewhere when treated poorly by employees and 75% of customers walk away without telling why they left. Provide your patients that leave the practice with a brief survey questionnaire for them to complete immediately upon leaving the practice, offering them an outlet to express their grievance. You can let the patient know that you would like to update your records and ask them why they are leaving the practice. Use the patient’s complaints to motivate you and your staff to make the necessary changes

so the problem areas do not repeat. There are some patients you will never please, no matter how much you bend over backwards. There will be patients you will dismiss that aren’t a good fit, who may be abusive or inappropriate to you and your staff. The angry patient’s departure could be a blessing. Don’t fear the angry patient. They are few and far between.

Lisa Saiia is owner and director of dentassist, established in 1982. Her company provides temporary and permanent placement for dental professionals. She offers on-site PowerPoint presentation lectures for “OSHA” Bloodborne Pathogens staff training and a mock inspection with a comprehensive follow up report, HIPAA and the HITECH ACT training and the Eight Hour Infection Control Course for the unlicensed Dental Assistant onsite or at her facility. Her website, www.dentassist.com, provides online continuing education and is an ADA Continuing Education Recognized Provider. She can be reached at 916 443-1113 for consultation on issues covering personnel, conflict resolution and any mandatory educational training question you wish to discuss.

Don’t Fear the Angry Patientcontinued from page 7

NEW REGULATIONS FOR RADIOGRAPHIC FILM QUALITY ASSURANCE

New state regulations establishing quality assurance standards at medical and dental facilities that use traditional film radiography became effective October 3, 2012. The state Department of Public Health adopted the regulations pursuant to AB 929 (Oropeza), which was enacted in 2005. Although the legislation was intended to apply to all types of radiographic equipment, DPH states that it hopes to develop regulations for digital equipment in the future “when standards have been established, accepted, or published by nationally recognized radiation protection organizations.” Information on the regulations, instructions for creating a reference film, a sample office policy, and a sample log sheet can be found with "Dental Radiographic Film Quality Assurance Requirements," available on

cdacompass.com


Spirit of Giving was launched in the Fall of 2000 asking dentists and vendors to give back to their community through the Sacramento District Dental Foundation. Instead of exchanging gifts of high calorie and sugary treats with their friends and referral sources, they were asked to make financial gifts to the Spirit of Giving campaign. These donations could be sent in the name of other dentists and friends who would receive a card confirming the donation. Other dentists simply make donations in their own name or anonymously. The Foundation then used these donations to fund its many oral health programs.

The world has changed drastically since 2000. Many dentists have seen their incomes diminish, but very few have lost their jobs and homes. The poor are the ones who have endured the greatest suffering. Many of you attended the two RAM clinics and CDA Cares at Cal

Expo. Thousands of people waited overnight so they could finally see a dentist to treat their broken and painful teeth. These patients were extremely grateful because they had nowhere else to turn. RAM and CDA Cares are not funded by the Foundation, but they illustrate the need in our community. The Foundation has nationally recognized charitable programs such as Smiles For Kids and Smiles For Big Kids. New programs are on the horizon. A continuous flow of donations is essential if these are to survive and grow. Those of you who were unable to participate in SFK, SFBK, RAM, or CDA Cares have another chance to help this huge population in need. Those of you who have attended the clinics have seen the need and may want to contribute further. Please donate financially to the Spirit of Giving; please be generous. So many people depend on us! What a perfect way to celebrate the Holiday Season and say thank you.

SACRAMENTO DISTRICT DENTAL SOCIETY FOUNDATION

A CHARITABLE 501-C3 ORGANIZATION

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I'm Lyn Alioto, Clinical Sales Manager for Ivoclar Vivadent. As a resident of Sacramento, I want you to knowthat I share your same passion for better dentistry. I also want your patients to experience the best possible careimaginable. So, I invite you to give me a call to see how innovation at Ivoclar Vivadent is making a difference.

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4770 Regional Ad Alioto:Layout 1 4/23/12 12:24 PM Page 1

2013 FOUNDATION BOARDELECTION RESULTS

BOARD OF DIRECTORS 2013-14Matthew Campbell, Jr., DDSAdrian Carrington, DDSSteve Cavagnolo, DDSGordon Harris, DDSKevin Keating, DDS, MSViren Patel, DDSBevan Richardson, DDSKathi Webb, Associate Member

EXISTING BOARD MEMBERS CONTINUING 2013 TERM:Robert Daby, DDS Debra Finney, MS, DDS Robert Gillis, DMD, MSD Victor Hawkins, DDS Wesley Yee, DDS Cathy Levering, Executive Director

Generous GIFTS

By Dr. Robert Daby

SpiritGiving

of WHAT YOU GIVE IS WHAT WE CAN DO!

More info: www.sdds.org/HolidayGiving.htm


Protecting dentists.It’s all we do.SM

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By Robert E. Gillis Jr. DMD, MSD CDA Trustee Kevin M. Keating, DDS, MS, CDA Trustee

TRUSTEEREPORTOctober, 2012CDA Board of Trustees

member memberGETA

Sacramento District Dental Society

SDDS BEGINS “MEMBER GET A MEMBER” PROGRAM!DO YOU KNOW SOMEONE WHO SHOULD JOIN SDDS? Whether it is a new dentist, an older dentist who has never joined, or just someone who has lapsed, you are eligible to win!

If you recommend a new member and that person joins, you will be entered into a drawing each month — September, October and November for SDDS. The SDDS GRAND DRAWING is December 1st and the GRAND PRIZE is that we pay your SDDS dues ($390) for the 2013 year.Here’s how it works! Recommend a new member and make sure they sign up and you will be eligible for the following:

a. If you are a dues paying member (paid a minimum of $333)… CDA will pay you $100* within two weeks of your referral.

b. Either way, regardless of how much you paid in dues, you are entered in the monthly SDDS drawing for a great prize.

c. Either way, regardless of how much you paid in dues, you continue to be in the “pot” for FREE SDDS DUES for 2013.

FREE SDDS DUES FOR 2013!

* $100 per referral up to $500 for five referrals

GRAND PRIZE WINNER FOR 2012:DR. HERLIN DYAL

1. The 2013 Budget was passed and will be forwarded on to the Delegates with NO DUES INCREASE.

2. The Process Review Task Force brought back their report with regard to the process surrounding the SB 694 bill and votes/processes at the 2012 HOD. While the Task Force found nothing to be out of order, they provided the Trustees with 13 recommendations that were approved for implementation for clearer process, communication and protocol.

3. The next Trustee meeting will be following the House of Delegates in November.

The Board of Trustees met on October 4-5th in preparation for the upcoming House of Delegates in November. While some of the meeting was in closed session, I can report on the following:

2013 SDDS BOARD & DELEGATES

ELECTION RESULTS

SDDS EXECUTIVE COMMITTEEPresident: Gary Ackerman, DDSPresident Elect / Treasurer: Kelly Giannetti, DMD, MSSecretary: Viren Patel, DDSImmediate Past President: Vic Hawkins, DDS

BOARD OF DIRECTORSDean Ahmad, DDS (2013–2014: 1st term)Wallace Bellamy, DMD (2013–2014: 2nd term)Margaret Delmore, MD, DDS (2013–2014: 1st term)Jennifer Goss, DDS (2013–2014: 2nd term)Peter Worth, DDS (2013–2014: 1st term)

EXISTING BOARD MEMBERS CONTINUING 2013 TERM:Nancy Archibald, DDS • Carl Hillendahl, DDS Beverly Kodama, DDS

TRUSTEESKevin Keating, DDS, MS (2013-15)Robert Gillis, DMD, MSD (2011-13)

DELEGATES TO THE CDA HOUSE OF DELEGATES (2 year term, 2012–13): Guy Acheson, DDSWallace Bellamy, DMD Steve Leighty, DDSViren Patel, DDSKim Wallace, DDS

EXISTING DELEGATES CONTINUINGGary Ackerman, DDSNancy Archibald, DDSAdrian Carrington, DDS Wai Chan, DDSKelly Giannetti, DMD, MS Victor Hawkins, DDSBeverly Kodama, DDS


7

Seven Steps for Dealing...continued from page 8

example, you can say, “I am sorry you had to wait, especially after you rushed out of work to be here. What can I do for you to make this situation better?”

GIVE AN EXPLANATION IF THE PATIENT REQUESTS ONE - If you take

the above step, perhaps your patient will be interested in understanding the situation from your perspective. If asked, provide a clear, succinct explanation of the situation from your viewpoint. In doing so, however, you should avoid blaming other staff or the patient.

Dealing with frustrated and upset patients can be trying. Though your first instinct may be to defend yourself and your practice, remember that good communication skills can easily defuse almost any situation. It’s beneficial for dental teams to practice these types of patient communications regularly, even if you need to act out scenarios in the office or script various ways to deal with certain types of patient complaints.

If you don’t talk about how you will manage the inevitable conflicts that arise in patient care, I can promise you that your patients will. And, nowadays, patients don’t just talk face-to-face

with their closest friends, they also talk to hundreds, or even thousands, of people through online mediums, including Facebook and online review forums. Work to improve your communication

skills today, and you’ll be giving your patients even more positive things to say about you, your team, and your practice in the future.

Lorraine Guth is a professional speaker and consultant, as well as president of Motivations by Mouth. She conducts management consultations for dentists in both the United States and Canada to improve communication with patients and team members and to improve treatment compliance. She can be reached at 636.257.2066 or at [email protected].

SDDS HR hotline:1-800-399-5331

Call the HR HOTLINE with all your burning Human Resources questions!


ost offices have a general consent that the patient signs when they first become a patient. After that,

no matter what procedure is done, the initial consent serves as a “blanket” consent to cover all procedures in the dental office. This is not “Standard of Care.” Standard of care dictates that anytime you perform a procedure on a patient, you must have them sign a consent form. Obviously, the “Standard of care” extends beyond the piece of paper.

Consents are not just a signature at the bottom of a form; it is a five-part process. The process consists of:

• Diagnosis of disease and an explanation for doing procedure

• Treatment proposed

• Alternative treatment options proposed – what other treatments exist

• Discussion of risks of performing procedure and a discussion of risk of performing alternative procedures.

• Opportunity to ask questions and have them answered.

In reviewing a case, a patient presented to his general dentist with a carious lesion on tooth #28. In removing the lesion, the patient needed a root canal, which led to the discovery of a fracture in the tooth. The tooth was extracted and an implant placed immediately by the dentist. Patient returned one week later with a numb lip and chin. There was only a general consent obtained several years ago when the patient first came into the practice. What should have been done? In summary:

CONSENT #1: REMOVING DECAY:

• Tooth #28 has a large carious lesion and we need to remove the decay. This process should be described.

• If we can get the decay out, we can fill the tooth with “material of choice” and present other options including inlay, onlay, crown, etc.

• Alternative is to do nothing and the risks associated with this are described along with long-term effects.

CONSENT #2: PERFORMING ROOT CANAL THERAPY:

• If the decay is too deep then we will have to perform a root canal treatment. This procedure is described along with complications which may include missing an accessory canal, needing re-treatment, perforation, breaking a file, etc.

> Along with describing the complications, a discussion should also be held in order to review what is done to rectify the complication if anything.

> Since finding a fracture is generally not the case, this discussion can be held once the fracture is found, unless there is a suspicion at the initial exam.

• Alternative of extraction and risks versus benefits should be discussed, including the future of replacing the tooth with a bridge, partial denture, implant or doing nothing.

• Alternative of not performing root canal therapy or extraction should also be discussed along with long-term outcome of making this choice.

CONSENT #3: EXTRACTION OF TOOTH:

• Once the fracture is discovered, the option of doing nothing and risks associated with this should be discussed.

• The option of extraction should be discussed along with complications associated with the procedure.

> Replacement of the tooth along with different options including bridge, removable denture or implant should be discussed.

CONSENT #4: PLACEMENT OF IMPLANT WITH OR WITHOUT BONE GRAFTING:

• Risks of placing an implant including but not exclusive to implant failure, bone graft

failure, infection, bleeding, nerve injury, etc. should be discussed.

• Alternatives of treatment such as bridge, removable denture or doing nothing should be discussed along with long-term prognosis of each choice.

CONSENT #5: REMOVAL OF IMPLANT:

• Risks of leaving implant in place should be discussed.

• Long term effects of nerve injury and protocol for appropriate referral should be followed and reviewed with the patient.

Obviously, there are five separate consent forms that should have been signed and despite signing the consent form, the dentist could have still been sued, however, there is a minimum standard that we all must function at as doctors. We know that patients and society holds us to a higher standard, we should do the same. We have to constantly strive to improve the minimum acceptable standard of care. I use the consent process as an opportunity of educating and communicating better with the patient as opposed to looking at it as another set of paperwork to fill out in order to protect myself from a potential litigious patient.

FROM THE ETHICS COMMITTEEInformed Consent By Jagdev S. Heir, MD, DMD

M

HR audioconferencesNOVEMBER 15, 2012

WAGE AND HR TRAPSPresented by:Mari BradfordCalifornia EmployersAssociation (CEA)

1CE, 20%


D E N T A L O F F I C EC O N S T R U C T I O N S P E C I A L I S T S

S P E C I A L I S T S

andrewsconstructioninc.comSDDS

Vendor Member

Since 2001

916 743-5151

ExperienceQualityServiceSatisfaction

DESIGN/BUILD

NEW CONSTRUCTION

TENANT IMPROVEMENTS

REMODELING

A THUMBS UP EXPERIENCEBecause we specialize in construction for the dental professionals, Andrews Construction, Inc understands the unique needs specific to dentists. Our 30+ years of experience assures you that we deliver QUALITY, SERVICE and SATISFACTION on every meticulously run project. Thumbs Up to that!

Todd Andrews & Cas SzymanowskiCampus Commons Periodontics


HUMAN RESOURCESCalifornia Employers Association

Kim Parker, Executive VPMari Bradford, HR Hotline Manager

800.399.5331 www.employers.org2004

since

DENTAL SUPPLIESPatterson Dental

James Ryan800.736.4688

www.pattersondental.com

PATTERSOND E N T A L

2003since

DENTAL SUPPLIESCrest / Oral B

Lauren Herman • 209.969.6468 Kevin McKittrick • 916.765.9101

www.dentalcare.com2002since

CONSTRUCTIONAndrews Construction, Inc.

Todd Andrews

916.743.5151 www.andrewsconstructioninc.com2002since

CONSTRUCTIONBlue Northern Builders

Marc Davis • Morgan Davis • Lynda Doyle

916.772.4192 www.bluenorthernbuilders.com2007

since

MEDICAL GASESAnalgesic Services

Geary Guy, VPSteve Shupe, VP

916.928.1068 www.asimedical.com2004

since

FINANCIAL SERVICESFirst US Community

Credit Union

Gordon Gerwig, Business Services Manager916.576.5650

www.firstus.org2005since

TECHNOLOGYLIME Works

Garrett Gatewood, President888.979.5463

www.limeworks.co2011

since

CONSTRUCTIONOlson Construction, Inc.

David Olson

209.366.2486 www.olsonconstructioninc.com2004

since

DENTAL SERVICES Pacific Dental Services

Koert Takkunen Sarah Groft

714.552.5517 www.PacificDentalServices.com2012

since

2003since

STAFFING SERVICESResource Staffing Group

Debbie Kemper916.993.4182

www.resourcestaff.com

DENTAL

2005since

DENTAL SUPPLIESHenry Schein Dental

916.626.3002 www.henryschein.com

FINANCIAL SERVICESMann, Urrutia, Nelson, CPAs

John Urrutia, CPA, PartnerChris Mann, CPA, Partner

916.774.4208 www.muncpas.com2010

since

VEN

DO

R M

EMB

ER A

V

END

OR

MEM

BER

B

FINANCIAL SERVICES Dennis Nelson, CPA, APC

Dennis Nelson, CPA

916.988.8583www.cpa4dentists.net2011since

DENNIS NELSONCPA, APC

PLANNING & CONSULTING ASSOCIATES

2011since

DENTAL SUPPLIESBurkhart Dental

Tom Evans, Branch Manager

916.784.8200 www.burkhartdental.com

INSURANCEThe Dentists Insurance Company

Darnise Edwards800.733.0633 www.cda.org

2011since

FINANCIAL SERVICESBank of Sacramento

Shelley Laurel, SVP

916.648.2100 www.bankofsacramento.com2011

since

TECHNOLOGYPact-One

Dan Edwards, President866.722.8663

www.pact-one.com2011

since

FINANCIAL SERVICES Financial Management

Associates, Inc.

Ted Darrow, Client Relations & Marketing916.985.9559

www.fmacentral.com2011since

PRECIOUS METAL REFINING

Star Group Global Refining

Jim Ryan, Sales Consultant800.333.9990 www.starrefining.com2009

since

FINANCIAL SERVICESFechter & Company

Craig Fechter, CPA

916.333.5370 www.fechtercpa.com2009

since

MAGAZINESacramento Magazine

Becki Bell, Marketing Director916.452.6200

www.sacmag.com2002since

DENTAL SUPPLIESRelyAid

Ursula Klein916.616.6845

www.relyaid.com2008

since

MEDIA Clear Channel

Media & Entertainment

Dave Milner, President • 916.576.2223 Pamela Love, MBA • 916.335.7317

www.clearchannel.com2012since

DENTAL SUPPLIES DESCO Dental Equipment

Tony Vigil, President

916.747.8232www.descodentalequipment.net2012since

916-624-2800800-649-6999

The Dental Equipment Specialists

4095 Del Mar Ave. #13Rocklin, CA 95677

www.descodentalequipment.com

INSURANCELiberty Dental Plan

Melinda Bitney, Network Manager888.273.2997 ext. 265

www.libertydentalplan.com2012

since

LEGAL SERVICES/ ESTATE PLANNING

Drobny Law Offices, Inc.

Mark Drobny, Esq. & Michelle Glenn916.419.2100

www.drobnylaw.comsince2012


PACIFIC DENTAL SERVICES: As a company, Pacific Dental Services believes in excellence, both as a business and as clinicians. That’s why we partner with dentists, so they can concentrate on what they do best: taking care of patients. We call it Private Practice+. We handle the tasks that make our practices run smoothly and efficiently.

SUPPORTED AUTONOMY

There’s a good chance you became a dentist because of the potential autonomy, being able to make your own hours and practicing dentistry the way you want to practice. With Supported Autonomy, that’s exactly how it works. We handle all the administrative tasks associated with running a practice, from payroll and billing to tax preparation and marketing. You get all the benefits of having your own practice, plus having more personal freedom.

CLINICAL EXCELLENCE

Because you’re free to concentrate on dental care, we want you to be the best dentist you can be. That way, you’ll have the support of other dentists to help with treatment decisions and the latest dental technology to assist your practice. We also provide training and courses at the PDS Institute of Clinical Excellence, where you can continue to learn from other clinicians about the latest dental techniques.

OPPORTUNITIES

We support owner dentists throughout the greater Sacramento area. To see a list of current opportunities or talk to someone about Private Practice +, visit: www.pacificdentalservices.com email: [email protected] or call 855-JOIN-PDS.

THIS COULD BE YOU!To find out more about the Vendor

Membership program, visit: www.sdds.org/vendor_member.htm

Please note that Eagle West Group Inc., Tilcon Builders and Western Contract have elected not to renew their Vendor Membership at this time. Please remove them from your directory. We appreciate their past support and hope that they will return soon.

TRANSITION BROKERWestern Practice Sales

Tim Giroux, DDS, PresidentJohn Noble, MBA

800.641.4179 www.westernpracticesales.com2007

since

FINANCIAL SERVICESUnion Bank

Lydia Ramirez916.533.6882

www.unionbank.com2010

since

LEGAL SERVICESWood & Delgado

Patrick J. Wood, Esq. Jason Wood, Esq.

1.800.499.1474 • 949.553.1474 www.dentalattorneys.com2010

since

ANDREWS CONSTRUCTION, INC. is a commercial builder specializing in dental office construction. Service: We are construction professionals running a service organization committed to delivering a quality product to a satisfied customer. Satisfaction: Our most important goal is to exceed your expectations for your new building, tenant improvement, or office remodel. Experience: Call Andrews Construction, Inc. to help you have a great experience with your next construction project.

PRODUCTS AND SERVICES

Andrews Construction, Inc. is a full service organization providing design and construction services throughout Northern California. An intimate understanding of dental office space requirements and the specialized electrical, plumbing, and mechanical systems is our specialty. Cost-effective and quality construction is achieved through computerized design and management.

SPECIAL OFFER TO ALL SDDS MEMBERS ONLY

• Discount to SDDS members

• Docation to Smiles for Kids for our clients’ patronage

Todd Andrews(916) 743-5151 phone(916) 483-6500 [email protected]

4100 Wayside Lane, Suite 110 Carmichael, CA 95608

www.andrewsconstructioninc.com

VENDOR MEMBER SPOTLIGHTS:NEWTHIS

YEAR!

MARKETING/TECHUPROAR-Mobile Phone Apps

Howard Harris916.995.0022

[email protected] www.uproar.pro2012

since

www.sdds.org • October 2012 | 27

WE’RE BLOWING YOUR HORN!

Have some news you’d like to share with the Society? Please send your information (via email, fax or mail) to SDDS for publication in the Nugget!

Dr. Vincent Chiappone, who completed Operation Medaccord12 with the US Air Force Reserves, in the indigent villages near Gaborone, Botswana in August. The team examined and treated 80-200 patients a day, mainly extraction therapy and he slept on a rigid cot, in a freezing tent with field rations as their meals. (photo #1 at right)

Dr. Paul Binon, for being a presenter at the American Association of Oral Maxilofacial Surgeons (AAOMS) Annual meeting in San Diego on September 14, 2012.

Dr. Brandon Martin, and his wife Audrey, on the birth of their daughter Madeline Rose on July 25. She was 8 pounds, 5 oz. and 20.5 inches long. (photo #2 at right) Dr. Martin has partnered with Dr. Alexander, another SDDS orthodontist!

Drs. Charles Stamos and David Feder, who accidentally bumped into each other at the Galileo Museum in Florence, Italy. In the background of the photo on the wall is a depiction of a medical work area used by Galileo and his peers! (photo #3 at right)

Dr. Stefanie Shore, on the birth of her daughter Lily Barber on August 16th. (photo #4 at right)

Dr. Wilmonte Penner, and his wife Joan on celebrating their 60th wedding anniversary!

Dr. Don Rollofson, and his wife Janet for running in the Urban Cowtown Half Marathon in October! photo #5 at right)

Emily Bazar, a senior writer at the CHCF Center for Health Reporting, on winning a California Journalism Award for their series of stories on Sacramento children on Medi-Cal dental managed care (GMC).

CONGRATULATIONS TO...

43

1 2

5


VOLUNTEERS NEEDED: Doctors to “adopt” patients seen on 2012 Smiles for Kids Day for follow-up care and 2013 Smiles for Kids Day volunteers.

CONTACT INFO: SDDS office (916.446.1227 • [email protected])

VOLUNTEERS NEEDED: Dentists and hygienists

EQUIPMENT NEEDED: Mobile equipment to loan or donate — currently limited to using the mobile equipment and instruments brought in by Dr. Alex Tomaich and Dr. Dagon Jones

TO VOLUNTEER, CONTACT: Michael Robbins (530.864.8843 • [email protected]) Volunteering or donations

VOLUNTEERS NEEDED: Dentists, dental assistants, hygienists and lab participants for onsite clinic expansion.

CONTACT INFO: Ann Peck (916.296.4057 • [email protected]) Volunteer Coordinator

SMILES FOR KIDS

THE GATHERING INNWILLOW DENTAL CLINIC

CCMP

SMILES FOR KIDS DAY FEB 2, 2013

VOLUNTEERS NEEDED: General dentists, specialists, assistants and hygienists. ALSO NEEDED: Dental labs and supply companies to partner with; home hygiene supplies VOLUNTEERS CONTACT INFO: Ed Gilbert (916.925.9379 • [email protected])

(Coalition for Concerned Medical Professionals)

VOLUNTEERS NEEDED: Dentists willing to “adopt” patients for immediate/emergency needs in their office.

TO VOLUNTEER, CONTACT: SDDS office (916.446.1227 • [email protected])

SMILES FOR BIG KIDS

VOLUNTEEROpportunities

FOR ADDITIONAL INFORMATION:

on these volunteer opportunities and much more is available

on the SDDS website:

www.sdds.org/Volunteer.htm


ADVERTISER INDEXDENTAL SUPPLIES, EQUIPMENT, REPAIRBurkhart Dental Supply . . . . . . . . . . . . . . . . . . . . . . . . . . 26DESCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Henry Schein Dental. . . . . . . . . . . . . . . . . . . . . . . . . . 25, 26 Ivoclar Vivadent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20RelyAid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Patterson Dental Supply, Inc. . . . . . . . . . . . . . . . . . . . 18, 26Procter & Gamble Distributing Co. . . . . . . . . . . . . . . . . . 26

DENTAL SERVICESPacific Dental Services. . . . . . . . . . . . . . . . . . . . . . . . . 26, 27

EDUCATIONCalifornia Center for Advanced Dental Studies . . . . . . . . . . 19San Joaquin Valley College (SJVC). . . . . . . . . . . . . . . . . . . . 25

FINANCIAL & INSURANCE SERVICESBank of Sacramento . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Dennis Nelson, CPA . . . . . . . . . . . . . . . . . . . . . . . . . . 26, 33Fechter & Company, CPAs . . . . . . . . . . . . . . . . . . . . 13, 26Financial Management Associates, Inc. . . . . . . . . . . . . . . . 26First U.S. Community Credit Union. . . . . . . . . . . . . . . . . 26Liberty Dental Plan . . . . . . . . . . . . . . . . . . . . . . . . . . 26, 30Mann, Urrutia & Nelson, CPAs . . . . . . . . . . . . . . . . . 14, 26TDIC & TDIC Insurance Services . . . . . . . . . . . . . . . 21, 33Union Bank . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

HUMAN RESOURCESCalifornia Employers Association (CEA) . . . . . . . . . . . . 26, 30

LEGAL SERVICESWood & Delgado . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9, 27 Drobny Law Offices, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

MEDICAL GAS SERVICESAnalgesic Services, Inc. . . . . . . . . . . . . . . . . . . . . . . . . 12, 26

OFFICE DESIGN & CONSTRUCTIONAndrews Construction . . . . . . . . . . . . . . . . . . . . . 25, 26, 27Blue Northern Builders, Inc. . . . . . . . . . . . . . . . . . . . . 23, 26Henry Schein Dental. . . . . . . . . . . . . . . . . . . . . . . . . . 25, 26Olson Construction, Inc. . . . . . . . . . . . . . . . . . . . . . . 14, 26

PRACTICE SALES, LEASE, MANAGEMENT AND/OR CONSULTINGHenry Schein Dental. . . . . . . . . . . . . . . . . . . . . . . . . . 18, 30Western Practice Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

MARKETINGUPROAR-Mobile Phone Apps. . . . . . . . . . . . . . . . . . . . . . . 27

PUBLICATIONS & MEDIAClear Channel Media & Entertainment . . . . . . . . . . . . . . . . 26Sacramento Magazine . . . . . . . . . . . . . . . . . . . . . . . . . . . 13, 26

STAFFING SERVICESResource Staffing Group. . . . . . . . . . . . . . . . . . . . . . . . . 13, 26

TECHNOLOGYPact-One. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26LIME Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26, 33

UTILITIESSacramento County Water Agency . . . . . . . . . . . . . . . . . . . . 28

WASTE MANAGEMENT SERVICESStar Group Dental Refining . . . . . . . . . . . . . . . . . . . . . . . . . 26

If you like the

SDDS HR Hotline,

You’ll LOVE a

CEA Membership!

(800) 399-5331www.employers.org

A full CEA membership allows us to be a bigger part of your team and includes:

FREE HR Compliance ReviewsRepresentation at HearingsOn-site Trainings“Members Only” Website AccessPerformance Review SoftwareWeekly HR UpdatesAnd More...

•••••••

Call today for more information on our membership plans!

R


WELCOMEto SDDS’s new members, transfers and applicants.

IMPORTANT NUMBERS:

SDDS (doctor’s line) . . . . . . . (916) 446-1227

ADA . . . . . . . . . . . . . . . . . . (800) 621-8099

CDA . . . . . . . . . . . . . . . . . . (800) 736-8702

CDA Contact Center . . (866) CDA-MEMBER (866-232-6362)

CDA Practice Resource Ctr . . cdacompass.com

TDIC Insurance Solutions . . (800) 733-0633

Denti-Cal Referral . . . . . . . . (800) 322-6384

Central Valley Well Being Committee . . . . . (559) 359-5631

TOTAL ACTIVE MEMBERS: 1,326TOTAL RETIRED MEMBERS: 204TOTAL DUAL MEMBERS: 2TOTAL AFFILIATE MEMBERS: 10

TOTAL STUDENT/ PROVISIONAL MEMBERS: 12

TOTAL CURRENT APPLICANTS: 9TOTAL DHP MEMBERS: 54

TOTAL NEW MEMBERS FOR 2012: 83

TOTAL MEMBERSHIP (AS OF 10/17/12): 1,617

KEEP USUPDATED!Moving? Opening another office?Offering new services?Share your information with the Society!

We can only refer you if we know where you are; and we rely on having your current information on file to keep you informed of valuable member events! Give us a call at (916) 446-1227.

The more accurate information we have, the better we can serve you!

MORE

NEW MEMBERS NOVEMBER2012

GABRIELLA KRUSE, DDSGeneral Practitioner1675 Alhambra Blvd, Ste FSacramento, CA 95816(916) 455-3247Dr. Gabriella Kruse graduated from UCSF School of Dentistry in 2006 with her DDS and completed her residency at St. Barnabas Hospital in NYC earlier this year. She is currently practicing in Sacramento with SDDS member, Dr. Han Do and in Rancho Cordova with SDDS member, Dr. Jill Beams and lives in Sacramento with her husband, Michael Vance, MD.

DONALD OSBURN, DDSGeneral Practitioner321 State Highway 49, Ste 3Sutter Creek, CA 95685(209) 223-2184Dr. Donald Osburn graduated from Herman Ostrow School of Dentistry of USC in 1962 with his DDS. He is currently practicing in Sutter Creek with SDDS Member, Dr. Lionel Richards and lives in Mountain Ranch.

BRYANT VEST, DMDGeneral Practitioner2503 Bell RdAuburn, CA 95603 (530) 823-3803Dr. Bryant Vest graduated from University of Pittsburgh earlier this year with his DMD. He is currently practicing in Auburn with SDDS member, Dr. Donald Foulk and lives in Granite Bay with his wife, Kaylene.

JESSICA WILSON, DDSPediatric Dentistry2221 Sunset Blvd, Ste 101Rocklin, CA 95765(916) 435-9100Dr. Jessica Wilson graduated from UOP Arthur A. Dugoni School of Dentistry in 2010 with her DDS and completed earlier this year her specialty in Pediatric Dentistry at Rhode Island Hospital. She is currently practicing in Rocklin with SDDS member, Dr. Lora Foster Rode and lives in Sacramento.

MICHAEL YOUNG, DDSGeneral Practitioner11670 Atwood RdAuburn, CA 95603(530) 887-2800Dr. Michael Young graduated from UCLA School of Dentistry in 2010 with his DDS. He is currently practicing in Auburn at the Northern Valley Indian Health Program with SDDS members, Dr. Victor Fong and Dr. Nam Hoang and he lives in Auburn with his wife, Justine.

ADNAN ANWAR, DDSGeneral PractitionerPending Office Address Dr. Adnan Anwar graduated from the Meharry Medical College School of Dentistry in 2011 with his DDS and completed his residency earlier this year at Lutheran Medical Center. He is currently seeking employment in the greater Sacramento area and living in Elk Grove.

MICHAEL ATHERLY, DMDGeneral Practitioner7916 Pebble Beach Dr, Ste 206Citrus Heights, CA 95610(916) 962-0551Dr. Michael Atherly graduated from University of Pittsburgh in 2009 with his DMD. He is currently practicing with SDDS member, Dr. Gary Newhouse in the Citrus Heights office and lives in Granite Bay.

RAJESH CHUNDURI, DMDGeneral PractitionerPending Office Address Dr. Rajesh Chunduri graduated from Boston University earlier this year with his DMD. He is currently seeking employment in the greater Sacramento area and lives in El Dorado Hills with his wife, Sandhya.

PABINA DHAWAN, DMDGeneral PractitionerPending Office Address Dr. Pabina Dhawan graduated from Boston University earlier this year with her DMD. She is currently seeking employment in the greater Sacramento area and lives in West Sacramento with her husband, Kapil.

PATRICE ESPINOSA, DDSPediatric DentistryPending Office Address Dr. Patrice Espinosa graduated from UCSF School of Dentistry in 2011 with her DDS and completed her specialty in Pediatric Dentistry earlier this year at UCSF School of Dentistry. She is currently seeking employment in the greater Sacramento area and lives in Carmichael.

MATTHEW HARRIS, DMDGeneral Practitioner6965 Douglas Blvd Granite Bay, CA 95746(916) 778-4100 Dr. Matthew Harris graduated from Oregon Health Science University in 2012 with his DMD. He is currently practicing in Granite Bay with his father, SDDS member, Dr. William Harris and lives in Loomis with his wife, Casey.

CLIP OUT this handy NEW MEMBER UPDATE and insert it into your DIRECTORY under the “NEW MEMBERS” tab.


NEED AN ASSOCIATE? STAFF? BUYING OR SELLING A PRACTICE?CHECK OUT THE JOB BANK AT WWW.SDDS.ORG!

Place this page in the “New

Members” section of your 2012–13

SDDS Directory

CLIP OUT this handy NEW MEMBER UPDATE and insert it into your DIRECTORY under the “NEW MEMBERS” tab.

Back in time…

The first SDDS member to call the SDDS office (916.446.1227) with the correct answer wins $10 OFF their next General Meeting registration.Only the winner will be notified. Member cannot identify herself.

WATCH FOR THE ANSWER IN THE DECEMBER 2012 NUGGET!

WINNER: Dr. James Musser!

The answer was:

Dr. James Delehanty

CAN YOU IDENTIFY THIS SDDS MEMBER?

NEW TRANSFER MEMBERS:OLGA ANTIPOVA, DDSTransferred from Los Angeles Dental SocietyGeneral Practitioner911 Reserve Dr, Ste 150Roseville, CA 95678(916) 783-2110Dr. Olga Antipova graduated from the Herman Ostrow School of Dentistry of USC earlier this year with her DDS. She is currently practicing in Roseville with SDDS member, Dr. Alexander Antipov and lives in Granite Bay.

NICOLE KEMENA, DDSTransferred from San Francisco Dental SocietyGeneral PractitionerPending Office Address Dr. Nicole Kemena graduated from UOP Arthur A. Dugoni School of Dentistry earlier this year with her DDS. She is currently seeking employment in the greater Sacramento area and lives in Elk Grove.

ANITA LEE, DDSTransferred from Tri-County Dental SocietyGeneral Practitioner5414 Sunrise Blvd, Ste C Citrus Heights, CA 95610(916) 967-9953 Dr. Anita Lee graduated from Loma Linda University earlier this year with her DDS. She is currently practicing in Citrus Heights with SDDS member, Dr. Henry Kim and lives in Carmichael.

JOSHUA PERISHO, DDSTransferred from Western Los Angeles Dental SocietyGeneral Practitioner10928 Trinity PkwyStockton, CA 95219(209) 474-8000 Dr. Joshua Perisho graduated from UCLA School of Dentistry earlier this year with his DDS. He is the brother of SDDS member, Dr. Megan Moyneur. He is currently working in Stockton and lives in Sacramento.

DAVID TELLES, DDSTransferred from Orange County Dental SocietyOral and Maxillofacial Surgeon1603 Eureka Rd, Ste 100 Roseville, CA 95661(916) 782-6868Dr. David Telles graduated from NYU in 2006 with his DDS and later completed his specialty in Oral and Maxillofacial Surgery at NY Woodhull Medical Center in 2011. He is currently practicing at Sacramento Oral Surgery in Roseville and Sacramento and lives in Roseville.

BEAU ULRICH, DDS, MSTransferred from San Francisco Dental SocietyOrthodontist1112 Lincoln Way Auburn, CA 95603(530) 885-8331 Dr. Beau Ulrich graduated from UOP Arthur A. Dugoni School of Dentistry in 2009 with his DDS and completed his specialty in Orthodontics at UCSF School of Dentistry earlier this year. He is currently practicing in Auburn and lives in Meadow Vista.

NEW APPLICANTS:Kristen Adams, DDS

Mohamed Ramadan Al Assuty, DDS

Vir-Pratap Brar, DDS

Amir Chalak, DDS

Philip Kaiser, DDS

Kristina Merriman, DDS

Ma kriselda Sayoc, DMD

Emil Tanase, DDS

Kristina Yekta, DMD


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Next General Membership Meeting: NOVEMBER 13, 2012www.sdds.org/genmeetingCE.htm

1. Drs. Wai Chan & Gordon Harris

2. Drs. Donald Foulk & Toni Accettura

3. Drs. Greg Heise & Richard Silva

4. Dr. Hana Rashid - Raffle Winner!

5. Dr. Gary Griffin - Raffle Winner!

6. Drs. William Sloan, David Marth & Davis Ralston

7. Drs. Viren Patel & Forrest Boozer

8. Drs. Gautam Dogra & Lisa Laptalo

9. Dr. Kelly Giannetti (right) with New Members Drs. Phil Kaiser, Kristy Merriman, David Telles

10. Executive Director Cathy Levering & Dr. Vince Castaldo - Raffle Winner who donated his winnings to the Sacramento District Dental Foundation!

11. Dan Walters, Speaker

EVENT HIGHLIGHTSGeneral Membership Meeting • October 9, 2012

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Selling your practice? Need an associate? Have office space to lease? Place a classified ad in the Nugget and see the results! SDDS member dentists get one complimentary, professionally related classified ad per year (30 word maximum; additional words are billed at $.50 per word). Rates for non-members are $45 for the first 30 words and $.60 per word after that. Add color to your ad for just $10! For more information on placing a classified ad, please call the SDDS office (916) 446-1227. Deadlines are the first of the month before the issue in which you’d like to run.

SDDS MEMBER DENTISTS CAN PLACE CLASSIFIED

ADS FOR FREE!

DENTISTS SERVING DENTISTS — Western Practice Sales invites you to visit our website, westernpracticesales.com to view all of our practices for sale and to see why we are the broker of choice throughout Northern California. (800) 641-4179. 03-09

DENTAL/MEDICAL BUILDING FOR SALE. ±1,912 sf fully improved dental office plus ±835 fully improved medical office. Arden Arcade location. Call or email Sue Nelson (916) 765-8565 or [email protected]. 11-C1

EXPERIENCED BOARD ELIGIBLE ENDODONTIST seeks space-sharing arrangement and/or dental office space in Auburn and/or Grass Valley. Please contact Steve Murphy, DMD — (412) 855-9914 or [email protected]. 03-12

FILL-IN / LOCUM TENENS — DENTISTRY, HYGIENE OR COMBINATION. UCSF Graduate. Weekdays and Saturdays. Sacramento County resident. Able to travel. Over 10 years locum tenens experience. Elizabeth Johnson, RDH, DDS (408) 499-9924. 06/07-12

GREATER SACRAMENTO AREA MULTI-SPECIALTY OFFICE looking to fill an associate pediatric dentist position and an oral surgeon position. Fax resume (916) 817-4376 or email to [email protected]. 04-12

DENTAL CONSULTANT / FULL TIME: Delta Dental of California seeks a California licensed dentist to recruit dentists and increase utilization for the Denti-Cal program. Position requires extensive travel but is based in Sacramento. Ten years of clinical experience is desired. Excellent benefits. Please send resumes to [email protected]. 11-C1

LEARN HOW TO PLACE IMPLANTS IN YOUR OFFICE OR MINE. Mentoring you at your own pace and skill level. Incredible practice growth. Text name and address to (916) 952-1459. 04-12

SACRAMENTO DENTAL COMPLEX has two small suites available. One suite is equipped for immediate use. Second suite can be modified with generous tenant improvements. Located in Midtown area. Please call for details. (916) 448-5702. 10-11

DENTAL SPECIALIST IN EL DORADO HILLS, CA with 1400 sq ft office is seeking other dental specialist to share space. Ideal for endo or perio. Contact Business Manager at (916) 757-4858. 02-12

DENTAL OFFICE. 1355 Florin medical-dental building. 850 sf, 3 operatories, $1,200 monthly. Includes all utilities and janitor. Ample parking. (916) 730-4494. 06/07-12

DREAM OFFICE SHELL- Nicest in Sacramento. Near Watt/El Camino, close to shopping/restaurants. Build/Design 1,750 sf to suit. Brand new building/Full financing available. Call Dr. Favero (916) 487-9100. 11-C1

DESIGN YOUR OWN SUITE in a beautiful Greenhaven dental building, approximately 2000 sq ft. Great space, front view, air/vacuum provided. Suite can be viewed upon request, 905 Secret River Drive, Sacramento, CA 95831. Contact, Dr. Roy A. Eakin, 916-714-5096 or Dr. Sam Stassi, 916-442-7962. 11-C1

LOCATION IS EVERYTHING!! Great 1200 square foot suite on one of the busiest locations in Elk Grove. The Suite offers Three Plumbed Dental operatories, Street signage, Nice reception area, Newer building and plenty of parking. READY FOR YOUR EQUIPMENT!!! CALL ROD LUMAN 916-335-8100. 08/09-12

2 P&C 1800 CHAIRS, 2 P&C chair mount lights, 2 P&C chair mount monitor mounts, doctor’s stools, 3 P&C 2800 Duo wall mount units, 2 Forest Duo Carts, apollo air compressor, apollo vacuum, Kelcom 16 light 10 station comm. system. Contact Tim at (916) 217-2458 or timhermandds@gmail. 10-12

OFFICE AND EQUIPMENT FOR SALE IN LAGUNA/ ELK GROVE. General office (1,900sq/ft) with seven ops and five fully equipped. The office is conveniently located in highly visible, easily accessible location with a major grocery store as anchor. Great turn-key opportunity. If interested please call (916) 934.9900. 11-C1

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Vacation Trade

BODEGA HARBOUR BEACH HOUSE FOR RENT. Frontline 4 Bedrooms 3 Baths, Pool Table, Private Beach Area. Weekends and Weekly Call (916) 806-0123. http://www.youtube.com/watch?v=SgZeTKA7Cxc&hd=1. 11-C1


SPECIALIST LOOKING TO RENT TWO CHAIRS IN GP or speciality office in the downtown / midtown Sacramento area, one to four days per month. Please text to 916.847.7015. 11-C1

915 28th StreetSacramento, CA 95816916.446.1211www.sdds.org

ADDRESS SERVICE REQUESTED

SDDS CALENDAR OF EVENTS Thanksgiving Holiday

SDDS office closed

27 Peer Review Committee 6:15pm / SDDS Office

28 Membership Committee 6:00pm / SDDS Office

29 SDDF Board of Directors Meeting 6:15pm / SDDS Office

DECEMBER4 SDDS Holiday Party

6:00pm / Del Paso Country Club

7 Executive Committee Meeting 7:00am / Del Paso Country Club

Christmas Holiday SDDS office closed

PRSRT STD

US POSTAGE

PAID

PERMIT NO. 557

SACRAMENTO, CA

13 General Membership Meeting Forensic Case Files Jim Wood, DDS Staff Night Hilton Sacramento Arden West 6:00pm Social 7:00pm Dinner & Program15 HR Audio Conference Wage and HR Traps

Noon-1:00pm16 Continuing Education 3rd Annual Right in Your Own

Backyard CE Course: Prostho, Perio, Oral Surgery and Ortho— All for the GP Paul Binon, DDS, MSD Richard Jackson, DDS Cas Szymanowski, DDS Peter Worth, DDS

Crocker Museum 216 O Street, Sacramento

(includes museum admission) 9:00am-1:30pm

NOVEMBER1 SDDF Broadway Series

Memphis 8:00pm / Sacramento Community Center

1 Continuing Education Wow, That is a Temporary Crown!

Temporizations Made Easy Wai Chan, DDS and Jim Hillier Sponsored by Dentsply North America

Hilton Sacramento Arden West 6:30pm-9:00pm

3 CPR BLS Renewals Sutter General Hospital

8:30am-12:30pm

6 Board of Directors Meeting 6:00pm / SDDS Office

7 Dentists in Business Forum Pay Me or Pay Uncle Sam:

Maximize Profits, Minimize Taxes John Urrutia, CPA Hilton Sacramento Arden West 6:30pm-9:00pm

November 13, 2012:Dental Forensic Case Files

EARN

3CE UNITS!

NOVEMBER GENERAL MEMBERSHIP MEETING: STAFF NIGHT

5:45pm: Social & Table Clinics6:50pm: Dinner & Program

Hilton Sacramento Arden West (2200 Harvard Street, Sac)

Presented by:Jim Wood, DDS

LEARNING OBJECTIVES:

• Thevariedrolesofaforensicdentist

• HIPAAconsiderationsanddentalrecordsinforensiccasework

• Forensicdentalidentificationprotocols

• Cooperationwithlawenforcementandthelegalsysteminforensicdentistry

BRING YOUR STAFF!

SAVE THE DATE FOR THE 33RD ANNUAL MIDWINTER CONVENTIONTONS OF CE & A GREAT TIME! YOU WON’T WANT TO MISS IT! FEBRUARY 7–8, 2013

22–23

24-25

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November 2012

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