Location, Location, Location!

Smiling
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Winter 2004
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Vol. 1, No. 2
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A Heartland Quarterly
Employee Stock Ownership Plan:
A building block for your future
Location, Location, Location!
Clinical Case Study
— Class II Composites
Delivering
on the Promise!
Welcome
Reflecting on 2003 and looking forward to 2004, I am just, well . . . Smiling! ☺
Dr. Rick Workman, Founder and CEO
2003 was a profound year for all of us at Heartland Dental Care! We experienced
a lot of “firsts.” For the first time in the history of the company, we used
“brand” advertising to promote our offices as proud members of the
Heartland Dental Care Family with our new logo and tag line.
The Institute at Heartland Dental Care opened in July. We
had an exceptional turnout by the industry VIP’s; and
subsequently an article about the opening was featured in
Dental Town magazine.
We also received national attention for the first time by
being the feature office in the November issue of Dental
Economics. Dr. Joe Blaes, the editor, was very gracious
in his remarks and description of our company.
Heartland also was recognized outside of the dental
industry for the first time by appearing in a special edition
of Inc 500 magazine, the Fastest Growing Private
Companies. This was particularly gratifying for me. It
validates everything that we have been doing as a company.
Finally, I attribute winning the Ernst & Young Illinois
Entrepreneur of the Year Master’s Category Award to truly having
the best professionals working with me and supporting our vision.
While Angie and I were at the national Entrepreneur of the Year
ceremony, I was proud to represent our company in the presence of other
great companies such as Nextel, JetBlue and Google.com to name a few. It inspired
me to know what Heartland Dental Care can become in the next 10 years.
And now, the ESOP! It is difficult for me to find the words to explain how truly incredible this opportunity is for
all of us. I can’t wait for each person to fully realize its magnitude. We are now participants in a revolution in
dentistry. Another first!
I personally want to thank each of you for the continued commitment to making
yourselves and this company great! May 2004 bring all of you good will and happiness!
ESOP and YOU! . . .
e are very excited to be able to inform all of you about the
newly formed ESOP (Employee Stock Ownership Plan) ø and
what it can mean to you! The ESOP is a retirement plan that
offers all ESOP employees the opportunity to have an equity stake in
the company without any financial investment.
A simple explanation is this: We sold a portion of our company to an
ESOP. An independent trustee, Northstar, will oversee the plan. Annual
allocations of stock will be made to you through the trustee. The value
of your retirement plan, or nest egg, will be based on the value of the
company. You will receive the value of the stock (in cash) when you
leave. The end result is a wonderful nest egg for your retirement!
The below Q&A section will hopefully offer you a better
understanding of the ESOP and how it impacts you.
• What is an ESOP? ESOP stands for Employee Stock Ownership
Plan. It is a retirement plan which holds the company stock, much like
a trust fund. It is regulated by the IRS and the Department Of Labor. It
also is independently appraised annually. The trustee (Northstar)
oversees the administration of the plan.
We worked with a capital investment firm to find the maximum value
of our company. With their help, we were able to carve out 72 offices
which they felt would provide the highest valuation.
• How does the ESOP work? We secured a loan for the ESOP
to purchase approximately 27% of these 72 practices. As this debt
gets paid down, shares are allocated to all shareholders.
Shareholders are all benefit eligible employees of an ESOP practice
who were employed as of Dec. 31, 2003.
W
PAGE 2
Chicago Dental Society
Midwinter Meeting
eartland Dental Care will be hosting a
booth again this year at the Chicago
Midwinter Meeting, Feb. 20-22, 2004.
Our booth space is currently 2835-2836. (We
are still hoping to get better placement!)
Please stop by to visit with us!
Our annual recruiting event will be held
Friday, Feb. 20, at the ESPN Zone Chicago!
We are very
excited about our
new location. The
event will be held
from 5:30-8:30 p.m.
If you know a candidate who would be
interested in talking with one of our doctors or
administrators during this event about career
or affiliation opportunities, an RSVP is
requested prior to Feb. 16. Appointments
during the Midwinter show also can be
arranged.
Please contact our recruiters, Jeff
Schuette at 888-999-3661or Matt Cassidy at
800-746-9415 to RSVP.
H
• How do you benefit from the ESOP? Your economic benefit is
based on the company’s performance. The more profits that are
generated, the greater the contributions to your retirement. You can
increase your benefit by continuing to grow your practices. Our goal is
to transfer 100% of the ownership to the employees.
• When do I actually get the benefits ($$)? The amount of your
payout will be based on the number of shares that have been
allocated to your retirement account and the stock value at that time.
Vesting is a process where you gain more ownership of your shares
after specific years of service. The ESOP has a 7-year graduated
vesting schedule. After 3 years of service, you will be 20% vested; 4
yrs/40%; 5 yrs/60%; 6 yrs/80%; 7 yrs/100%. If you leave the company
before you are fully vested, the amount of your payout and when you
will receive it will be determined by the distribution regulations
established by the ESOP.
• My office isn’t part of the ESOP? If your office was not part of
the initial ESOP offering, do not be discouraged. Our intention is to
continue to grow and prepare for another sale to the ESOP. In the end,
regardless of when you join the ESOP, there will be great rewards! You
can help play a role in the timing of the next transaction by continuing
to focus on doing the right things and growing your practice.
• So, with an ESOP, do you get something for nothing? YES
and NO! YES — You will not invest anything financially. NO — You will
still have to work to grow your offices and fulfill the vesting schedule to
receive your maximum benefit.
• Will I receive more information about the ESOP? Yes! We are
currently working with a third party administrator (just like we do with
our 401k) to prepare a presentation and materials about the plan. Stay
tuned for details!
ESOP = Nest Egg = Savings = Retirement!
Heartland Family Photo Album
Welcome Comfortable
Care Dental Group!
BOOT KAMP
SEPTEMBER 2003
H
eartland Dental Care would like to welcome Dr.
Alex Giannini, DDS, and George N. Strickland,
DDS, owners of Comfortable Care Dental
Group of Sarasota, Fla., who have affiliated with
Heartland.
Comfortable Care Dental Group, based in Sarasota,
Fla., has five offices: Two in Sarasota, one in South
Sarasota, one in Bradenton and one in Clearwater.
“For me, the biggest positive is the new set of
mentors and source of resources that will be available
through Heartland. I don’t feel alone anymore,” Dr.
Giannini said.
“Personally, it’s refreshing to know, if I want an
expert opinion or advice, someone is available who will
have or will find the answer.”
According to Dr. Giannini, the new partnership with
Heartland is the biggest change to date for Comfortable
Care. This has included minor shifts within Comfortable
Care such as its doctors becoming leaders of their own
practices. Dr. Giannini said it has led to a better culture,
and higher productivity and profits for the company.
“The doctors love going to work — it’s their office.”
He explained the No. 1 reason for partnering with
Heartland was the relationship that he and Dr.
Strickland have developed with Dr. Rick Workman over
the years.
“We are philosophically and clinically aligned in
terms of what we want to do,” Dr. Giannini explained.
“And, we’re excited about the future. Now, with the
changes, our potential is huge!” he added.
In a matter of three to four months they realized that
there was so much to learn, according to Dr. Giannini.
But their efforts are already coming to fruition with
Comfortable Care achieving three recording-breaking
SNAPSHOTS
Dr. Alex Giannini can be
reached at 941.377.8028,
ext. 205.
Dr. George N. Strickland
can be reached at
941.377.8028, ext. 301.
months, he said.
“It’s easier to duplicate genius than it is to create
mediocrity,” he said, explaining that copying the genius
at hand meant implementing and executing the
fundamentals. “It’s really that simple.”
“Every trip has been worthwhile,” he said. “There’s
been a lot of value,” he added about attending trainings
at Heartland.
Dr. Strickland echoed those sentiments. He said
partnering with Heartland will help in coaching doctors
to “meet their potential — they want to aspire to a
higher level.”
“The attitudes that Heartland brings — they make
the team members want to be more than they are. They
are inspired to be better,” Dr. Strickland said.
“It’s a one-one-one, heartfelt relationship. There is
passion, drive and inspiration. Heartland gives us the
energy and enthusiasm to be a better company.
Heartland has the ability to bring out inner passions of
people in dentistry! I forgot what I loved to do!”
“I am sure there are many dentists who can’t
imagine affiliating with Heartland because they don’t
perceive the benefits of it all,” Dr. Giannini said. “We
would love to speak with them about our experience!”
December 2003 Advanced Management graduates
Front row, from left: Connie Snyder, Kelly Wohltman, Sabrina Sennet, Eva Loring and Traci Wente;
back row: Julie Thomas, instructor; Tabi Leasher, Pam Hardiek, Jennifer Fuesting, Beckie Foy, Kay James and
Donna Weir, instructor.
PAGE 3
Heartland Family Photo Album
Dr. Sri Ghanta and his team at O’Fallon Family
Dental Care have taken teamwork to a higher level. In
order to become closer to the community they serve,
O’Fallon Family Dental Care has taken initiative and
joined a local bowling league in the O’Fallon, Ill., area.
This allows the team a way to strengthen their
friendships with each other and increase opportunities to
be visible in the local area. Each member of the team
utilizes the league for fun, friendship, and opportunities
in marketing their practice to the bowlers they compete
with each week. They have already scored in a big way
with several of their contacts from the league making
appointments to meet O’Fallon Family Dental Care on a
professional level. Way to go TEAM!
Dr. Chip Haines and team
at Glen Carbon Family
Dentistry, Glen Carbon, Ill.,
participated in the
Edwardsville Halloween
Parade Oct. 31. They were all
decked out in their Halloween
costumes and appeared on a
decorated truck with
Invisalign banners, an office
banner and balloons.
Exposure was high for Dr.
Haines and his team who
received several referrals
from the event, which had
around 15,000 people in
attendance. Way to go!
Kids just love to come to see Dr. Kevin Pierce and
Chris Heinzel, RDH, at Marshfield Family Dental
Care in Marshfield, Mo.
Dr. Alan Acierno of
Smile Design Center
and Dr. Jeff Walton of
Willow Knolls Dental,
both in Peoria, Ill.,
held an open house
Oct. 23 that included
Toothprints for the kids
along with special
appearances by the Peoria
Rivermen who signed autographs. Radio and TV also
were present and more than 60 prizes were given away
— all donated at no charge to the offices. Drs. Acierno
and Walton received many compliments on their
facilities and great teams. Way to go!
Dr. Kyna Dublin and team at Linderhof Family
Dental Care in Arnold, Mo., adopted the women and
children at Comtrea safe house for Christmas and
collected gifts for all of the kids and their mothers!
Press releases for the community along with internal
marketing efforts helped make a happy holiday for
the families and exposed the office to many potential
new patients!
PAGE 4
BOOT KAMP
SEPTEMBER 2003
SNAPSHOTS
Leadership & Mentoring
Build and develop your leadership
skills and your practice will grow!
dedicate at least 50%
Dr. Craig
of our training
Shanteau
programs to
Clinical Director
leadership
development.)
Secondly, good
leadership skills are
important to help you
handle the clinical
challenges dentists face day
to day in dentistry.
Developing leadership skills is important for you
individually, but also important for your team. Dentists, as
the leader of the team, set the pace from the beginning of
the day to the end.Your “tone” can add to a stressful day
or enhance a productive atmosphere.
Leaders also help grow and develop the people
around them so that the entire team can feel more
empowered (and enthusiastic!) to do what you want them
to do and ultimately be more productive.
If for some reason you are not getting the results you
desire in your practice and it is difficult to figure out
exactly what is wrong, you may need to take a closer look
at your leadership skills.
Dr. Shanteau can be reached at Dental
Plus in Logansport, IN; 574.722.2233
W
hen you talk about success in dentistry, there
are two components: Clinical excellence and
business knowledge.
As you would expect, you must maintain clinical
excellence to achieve any lasting success in dentistry.
This is one of the reasons we invest so much in training
our doctors in the most up-to-date clinical techniques.
However, we do more than just train. We also offer
ongoing support, coaching and networking opportunities
to help doctors incorporate and master these new
techniques.
Now, let’s talk about success in dentistry from the
business perspective. We must learn to be excellent
managers of our team and truly understand the
mechanics of how the dental office runs.You could be the
best clinician ever but your practice could still flounder or
fail if you don’t understand the business of dentistry.
So, how does leadership impact your success in
dentistry? Leadership is critical.
First and foremost, to be successful in any endeavor,
you must develop yourself personally, especially in
leadership skills.You will be unquestionably more effective
in your life overall when you strive for constant and
continuous learning in personal development. (We
The power of MasterMind Alliance is here!
BY DR. SAMSON LIU
ne of the many strengths of Heartland Dental
Care is its networking opportunities. Doctors
who are new to the organization will quickly
recognize that the true purpose of attending the sixmonth-long intensive Doctor Leadership course, the
three-month-long challenging Aesthetic Continuum
course, the exciting semi-annual Dental Book Kamp,
the immediately applicable Oral Sedation course, the
radical Invisalign Certification course, and the fun
annual Heartland Golf and Learn, is to facilitate
interactions with multiple mentors in many areas of
dentistry — from practice management to oral surgery.
This not only promotes healthy cultural values and
fosters collaboration among peers, but it often aids in
the development of true friendships and mentorships.
Heartland’s successful recognition of this important
and vital element has resulted in the formation of a
MasterMind Alliance (MMA).
MMA is a gathering where members gather
together in groups of six to seven individual members
and have monthly meetings that are held in a safe yet
open setting and are confidential. By creating such
environments that are conducive and supportive,
members can freely brainstorm and exchange ideas
either on a personal or professional level.
In addition, gatherings are generally held in
conjunction with a social event to further strengthen
the bond shared by its members. In my MMA, our
gatherings have included a Six Flags outing, a winery
outing during Octoberfest, and other fun venues.
O
During these meetings we have discussed personal
issues such as dealing with the challenges of
balancing work and personal life. Because members in
the group were wiling to share their past experiences
on this issue openly and selflessly, one member was
able to increase the practice’s production, while at the
same time, have more private time.
Clinical issues were discussed at another gathering
such as performing a first and difficult oral sedation
case. In this instance, the member left with the needed
information as well as confidence that others were
available to provide further assistance. Because of the
shared information provided by other members, the
sedation case was very successful and the patient was
impressed by how knowledgeable the member doctor
was.
A central topic during each gathering pertains to
various leadership issues that arise in the office. Being
able to share and discuss information regarding
leadership is important, because being a leader in the
office also requires members to be leaders outside the
office as well.
MMA is meant to be a lifelong learning tool to help
members build character, achieve both personal and
professional goals and lead enriched lives. These
experiences also have truly deepened relationships
among MMA members and allowed us to help each
other become achievers and lead lives full of fulfillment
and purpose.
To find out how you can become an MMA member,
contact Heartland COO Pat Bauer at
[email protected]
Review by Dr. Ron Weems
College Avenue Family Dentistry, Alton, IL 618.465.5727
“BRINGING OUT
THE BEST IN PEOPLE”
Once again, I am honored to be asked to
contribute a book review to the Heartland
magazine. The book I have selected this time is
not by a well-known author. It is Bringing Out the
Best in People by Aubrey Daniels. Mr. Daniels
does a fantastic job of simplifying and clarifying
the effects that different types of reinforcement
have on the behavior and efforts of those around
us.
Early in the book, Mr. Daniels states that
“People do what they do because of what
happens to them when they do it.” People are
either trying to achieve a certain result with their
behavior or they are trying to avoid a certain result
with their behavior. As leaders — dentists,
administrators, team members, parents, etc.,
— we are either reinforcing achievement or
reinforcing avoidance in those that we influence.
Positive reinforcement is the “achievement”
reinforcement. Positive reinforcement is “catching
someone doing something right”. It also is giving
specific, public and immediate praise to someone
who is improving but not yet perfect. An
environment of positive reinforcement is
absolutely necessary to produce a dental team
willing to give 110 percent in daily pursuit of the
team’s goals. The challenge of positive
reinforcement for the leader is that it rarely gives
immediate results. It takes time and trust to begin
to see the results you desire. It also takes
discipline to not react in a critical way when
results aren’t immediately “right”.
Negative reinforcement is the “avoidance”
reinforcement. Negative reinforcement is basically
any criticism. The criticism can be rude or polite.
The criticism can be public or private. The
criticism can even be constructive. The key here
is that when you criticize, you are risking that in
the future the person you criticize will not give 110
percent but will likely only do the minimum
necessary to avoid further criticism. In a dental
office, this results in team members who are not
interested in “stretching” themselves,an
environment that is not fun, with a lot of turnover,
mediocre production, and a poor “practice
essence” to borrow a phrase from Dr. Craig
Shanteau.
There is an old saying that if it were easy,
everyone would do it. Well, when it comes to
positive versus negative reinforcement that saying
holds very true. The difficulty of maintaining a truly
positive environment, whether at work or at home,
is a huge challenge. The rewards, however, are
well worth it.
Recommended titles
• Developing the Leaders
Around You by John Maxwell
• Crucial Conversations by Kelly Patterson
• Zap the Gaps by Ken Blanchard
• Nuts! by Herb Kelleher
• Everyone’s a Coach by Ken Blanchard
and Don Shula
PAGE 5
Shared Success
Dr. Liu: Greatness comes with consistent persistence!
C
reating a successful practice takes hard work
and consistent persistence, according to Dr.
Samson Liu of Spring View Dental Care in
Springfield, Mo. And, he should know because without
it, his success might not have been achieved.
After graduating from dental school, Dr. Samson Liu
thought he knew it all.
“‘I was convinced I knew everything about dentistry,”
he said.
So during his first day in New Employee
Orientation, Dr. Liu decided his time would be better
spent napping.
However, Dr. Rick Workman thought differently and
asked to speak to him in his office.
“I felt like a student again and I was being called to
the principal’s office.”
Dr. Workman explained his vision for Heartland and
that it takes great people to accomplish great things,
Dr. Liu said although he was humbled by what had
happened he became intensely motivated.
It was a turning point for Dr. Liu.
“I decided then and there I was going to be the No.
1 doctor in the company,” he said. And, through
consistent persistence his goal was achieved.
After two years, Dr. Liu’s office was No. 2 in the
company. But that wasn’t enough.
“You don’t win silver, you lose gold,” he said.
So he persevered and reached the No. 1 position.
But it took hard work and consistent persistence —
something he realized was the key to accomplishing
one’s goals and achieving success.
Consistent persistence means setting a goal and
then working at it every day until it is achieved.
It also reminded him of something that took place
while he was still in college.
Growing up in Toronto, Canada, Dr. Liu didn’t live in
the dorm when he went to college, but commuted. This
meant walking to the bus stop each day. However, there
wasn’t an actual bus shelter and during the winter, it
would be freezing cold and he would complain to his
father about how there was no shelter.
Then one day, a bus shelter appeared, almost as if
overnight. Dr. Liu went home and told his father about
how this bus shelter suddenly sprang up. It was then
that Dr. Liu found out that his father had been calling
the bus commissioner every day for two years. His calls
were casual, but consistently persistent. In all, his father
had registered 765 complaints but his persistence paid
off with the construction of the bus shelter.
“I learned consistent persistence is what you have
to do every day if you want to go from good to great!.
Dr. Liu also uses persistence to motivate his team
in the form of enthusiasm toward each task every day.
“Enthusiasm comes across as passion. If I motivate
Dr. Samson Liu can be reached at Spring View
Dental Care in Springfield, MO; 417.886.1010
my team with
enthusiasm and
conviction the
team sees it!”
The end
result is a
doctor and
team who
become better
around each other.
And, his ultimate reward
is being able to have the
opportunity to work with a wonderful team.
He also explained that with great leadership and a
fantastic team a successful practice can be achieved. In
this instance, even if the doctor leaves, a successor will
always be able to carry forward.
“When you have a doctor who is demanding and
not a really good leader, when he or she is gone, no
one knows what to do so you can’t have a smooth
transition. But with great leadership and a fantastic
team, a successor will always be able to carry forward.
It’s the great offices that never miss a beat!
“Miss Connie” Rushton can be reached at 217.821.1607.
Miss Connie: Helping each other equals success for everyone!
PAGE 6
Connie Rushton or “Miss Connie”
as she is known to everyone
throughout the Heartland family
knows what it takes to be
successful — identifing
opportunities and building
confident teams!
Working within the dental
industry for more than 20 years,
Miss Connie has developed a keen
sense of what needs to be done and
how to help others achieve what they
think can’t be done.
Ultimately, Connie strives to help Heartland’s
doctors and teams see the available opportunities so they can become more
productive — whether that means taking care of patients the same day
through conversions or team building.
“I work one-on-one with the teams in their own practices.” And, there is
nothing that Connie won’t do.
Because she is so flexible and her skills so versatile, she can help in most
areas of the practice. And by doing so, she can show the doctor and team that
anything is possible — all they have to do is overcome the obstacles and
barriers.
And talk about being flexible — she’s available to go where ever she is
needed. In fact, she logged over 24,000 miles last year! The length of her visits
depends on the needs of the office. She said sometimes it can be just a day
and sometimes two to three weeks.
For Miss Connie, the rewards for her efforts come when the office achieves
success.
“When my team and doctor become a success, then I do, too!” she said.
And, although she’s got a gift when it comes to helping the different offices,
Miss Connie is very modest about her role.
“I’m just a small fragment. When I feel I helped in some way and I see the
results — I see the doctor and team celebrate — then I celebrate, too!
An important thing to remember, according to Miss Connie, is that there are
many doors that you can open in your practice, if doctors and teams choose to
open them. She also pointed out that the road to success includes sacrifices
and failures, but even failures can be a positive.
“You move forward in those failures,” she said.
Part of Miss Connie’s keen sense is that she sees qualities in others that
they might not be aware of themselves. Then she helps bring out those
qualities — something she said Dr. Workman did for her.
“As I look back — my job and my success — I owe it all to Dr. Workman.
He saw something in me that I didn’t see. But he pushed me and mentored me.
And now, he trusts me to go out to the offices and let me help.”
For all her contributions, Miss Connie was recognized during September
2003 Boot Kamp with an award for making a difference. According to Miss
Connie, it was the greatest thing that could have happened. But she felt the
doctors and their teams should share in the award as it was them who allowed
her to come into their practices to help them achieve success.
Leadership & teamwork spell success for Dr. Singh
lthough Dr. Ana Singh of Dentistry Plus in Antioch, Tenn., has a thriving
practice and a wonderful team, she’s the first to admit that it didn’t start off that
way.
Moving from India to the United States seven and a half years ago, working for
Heartland Dental Care was her first job after graduating from dental school at the
University of Pennsylvania but she knew it was where she needed to be.
“I was blown away by Dr. Workman’s ideas and passions,” she said.
But the practice she moved in to was less than perfect. “It wasn’t in the best
shape,” she said. And, she also knew her leadership skills were weak.
“I had no clue what I was doing,” she said. But that soon changed. Through
leadership training with Dr. Craig Shanteau and other continuing education courses,
things began to turn around for Dr. Singh and her practice. The final element fell into
place when Yvonne Fields came on board.
“I was ready for someone to help take me to the next level,” she said. “These are
all the ingredients of success, plus I have a great team!”
Dr. Singh said part of what makes her team great is that its members are all
focused.
“I was so focused and then everyone else became focused,” she said. “When
everyone realized what my goal was and that they have accountability toward that
goal, it changed.” The goal became that of the entire team.
She said leadership also played a big role in her success.
“When I first came here I never said anything, just went with the flow,” she said,
although she admits it probably had more to do with coming to a different country
than anything else. “Back home I was a driver! But you think more naturally in your
own element so once I felt comfortable I think I reverted back to what I was at home.
Now I’m still sweet, but firm.”
Leadership also doesn’t mean barking orders or taking a power trip, Dr. Singh
explained. First and foremost, she also doesn’t ask her team members to do anything
A
Dr. Ana Singh can be reached at Dentistry Plus
she herself wouldn’t do.
(Hickory Hollow) in Antioch, TN; 615.717.0507
“I bag and clean. I can speak with
insurance providers,” she said, adding
there’s no job in the office she won’t
do.
The same goes for all the
team members in her practice. By
the way, did we mention that Dr.
Singh’s team consists of 10
women!
“It’s not an I or me, it’s a we —
it’s all about the team!”
“I have a great team ...and we take
care of each other,” she said. That
includes understanding when working late is
required.
Well, leadership and teamwork have paid off for Dr. Singh and her team. After
only three years, Dr. Singh reached the $2 million mark.
“My first year our goal was $600,000. The second year it was $1.2 million. Now
this year, we’ve achieved $2 million. It’s like the Superbowl! I think our goal for next
year will be $2-plus million! “
But she is quick to point out that she couldn’t have accomplished this on her own.
“Everyone has been so supportive like Dr. Shanteau and Miss Connie and others.
People believed in me and my team!”
But her success also has to do with how Dr. Singh sees her profession.
“This is my passion. It’s never work for me. Dentistry is more artistic. I can change
people’s lives. I see new 100 patients a month. When you have patients in your chairs
and you care about them and take care of them, the rest just falls into place!”
Dannie Ryan-Holtgrave can be
reached at 618.660.9750.
Dannie Ryan-Holtgrave: Pushing past the plateau
oining Heartland Dental Care in May of 2002,
Dannie Ryan-Holtgrave began as a regional
administrator. However, her true passion and focus
was on Heartland’s consulting division, which was just
beginning.
Ryan-Holtgrave not only developed but also put into
action her plan and now spends her time within the
Heartland Family as a coach.
“It’s my passion. I love helping Heartland doctors
and their team members. The program was designed to
assist the doctors and their teams and was different
from what was currently in place.”
J
It was a natural fit. Ryan-Holtgrave had served as a
facilitator during previous Boot Kamps, so utilizing
Hailey skills and marketing techniques were her strong
suits. And, she had a very hands-on approach when
working with doctors and teams.
So when Donna Weir came to her and ask: “Could
you visualize doing this?” the answer was a definite
“yes!” Thus, the internal coaching program made its
debut in April 2003.
Through the program Ryan-Holtgrave works with
those offices that are producing at a higher level than
average, but may have hit a plateau and need a little
extra boost. She offers assistance through coaching
and communication — communication with patients as
well as communication between doctors and their team
members.
“I’ve got the greatest job in the company,” she said.
“I cheer successes all day long. That’s what I do!”
Ryan-Holtgrave said part of this is because she
gets to really know the teams she works with and she
feels like a member of several office families.
“I come in as just a team member,” she said about
when she comes in an office to coach. And, the
coaching is centered around not only the business
aspect of the office but also the clinical one.
An example of what her job entails is when she
shows an office how to garner information to make the
best experience possible for everyone. She helps with
SWOT, she helps with treatment presentations, she
also helps tear down and clean up.
“Whatever it takes,” she said about working with an
office. The most important aspect is that it helps!
However, Ryan-Holtgrave pointed out that when she
visits an office, “I push them out of their comfort zone,
but they are willing to go there because they trust me.”
She said usually she will do the action first while
the rest of the team will huddle outside the door to
listen. Then, it’s their turn.
“I always allow them to see it first,” she said,
explaining that it is a lot like Boot Kamp where they get
to see the role playing. However, Holtgrave said the
major difference is that the role playing is taking place
in their own office.
“When they (doctor and team) can see what’s
taking place with their own patients, then it becomes
valid and real.”
The key to its success is the commitment from the
office.
The bottom line, according to Holtgrave, is that
offices learn how to communicate more effectively with
their patients and how to better interact with each other.
PAGE 7
Growth & Development
LOCATION,
LOCATION,
LOCATION!
BY JEFF STASER, CFO
Heartland is gaining momentum
and this momentum has brought about
many good questions. Many people have
asked me questions like, “How does your
company do it?” and/or “What have been the
keys to your tremendous success?”. We have
also had many doctors and team members ask,
“When will my new office be ready?” We felt this
was the perfect opportunity to share a little bit about the
development process.
Heartland Crossing
Dental Care, Camby, IN
The two basic approaches Heartland continues to employ in its
growth strategy include denovo practices and the purchase of
existing practices. “Denovo” is a Latin adverb or adjective
meaning over again or anew. This means we can develop a brand
new, scratch-start facility (from the ground up) or we can locate in
a strip center or professional complex.
We always strive to find the best available location for our
practices. High growth, high traffic areas are the most desirable
for us in non-urban markets (areas of population from 50,000 250,000 people).
Finding a location can be the one of the easiest tasks in the
development process. The difficulty begins when we have to
juggle the negotiations of the land and/or lease availability, the
coordination of the engineers and contractors,
conforming to local zoning boards, and other state,
city or county protocols. And finally, we also do
our best to meet the availability and expectations
of the doctor and team.
Cambridge Dental Care and
Green Mount Family Dentistry,
O’Fallon, IL
PAGE 8
If you have ever built or remodeled a home,
you know you have to be flexible in order to
keep your sanity throughout the entire project.
We, too, believe that being flexible and
understanding are important characteristics to
embrace if you will be moving into a new practice.
Smile Design Dental Center,
O’Fallon, MO
It is an art (at best!) when
attempting to set a standard
timetable for both denovo and
acquisition development due to the
many different protocols and review
processes that are involved. Generally, it
takes approximately six to eight weeks once the
building permits have been obtained if the practice is
going into a strip center or professional plaza. If the facility is
being constructed from the ground up, the average time
required for the project to be completed is about
12 to 16 weeks, again once the permits
have been obtained. Specific timetables
for acquisitions also can vary
dramatically. We have acquired
practices in as little as 3 weeks;
however some have taken as long as
six months. The major contributing factor
here has more to do with when the
individual seller is ready to complete the sale.
Jungermann Dental Care,
St. Peters, MO
We look at more than 100 dental practices
each year that are for sale, primarily in
the Midwest. We are very particular in
selecting practices to join the
Heartland family. We typically
evaluate practices on the
following criteria:
• Located in a good
growth market (strong
economy and growing
population.
• Have good profitability.
• Hold minimum of 5 to 6
operatories with room for growth.
• Employ team members willing to
embrace and commit to training opportunities.
• Include a doctor with a similar philosophy.
• Once the above criterion has been evaluated both parties must agree on
a value that we typically refer to as the “Fair Market Value”.
Towne Centre Dental Care,
Chesterfield, MO
Our development team looks to the future and works to locate practices in
areas that offer the most opportunity over time.
We have found that all our risk can be virtually eliminated and our
success almost guaranteed in both denovo and acquisition development
when we can align a good location, an efficient facility along with a
committed doctor and team!
Heartland Dental Care Development Team,
front row, from left: Jeff Staser and John Collier;
back row: Alicia Hirtzel, Debbie Steppe and Cari Rodman.
PAGE 9
Clinical Perspective
Dr. Denise Long can be reached at Smiles by
Design in Fairview Heights, IL; 618.233.6700
A Case Study: Class II composites
By DR. DENISE LONG
1. THE CASE
3. OVERALL PHILOSOPHY
A new patient
(a 21-year-old female)
presented to our office,
Smiles By Design in
Fairview Heights, for a sixmonth review/checkup. She
had seen her previous
dentist in December for a
cleaning and had been
given a clean bill of health cavity free. However, at our
initial visit, I detected
Figure 1
several areas of
interproximal caries in addition to three failing amalgams. The
patient's mother was skeptical of our findings and requested x-rays
for a second opinion. When she came to pick up the x-rays, I sat
down with her and explained where the cavities were. This
included showing her on the monitor her daughter's x-rays zoomed
in on the area of decay (Figure 1). Because of my history with the
patient's mother — a happy, returning patient — and my
explanation to her regarding her daughter's case, the mother
decided to "trust" me.
I feel it is important to diagnose
incipient lesions and treat them now
rather than wait and hope they will recalcify with
proper oral hygiene and flossing. It is important to treat the
lesions when they are small so a long-lasting predictable
restoration can be placed. A Class II composite is one the
most common restorations in dentistry and can last a long
time if done properly with the proper materials.
2. PROCEDURE
Throughout the patient's
visit, I took numerous
photographs illustrating the
following:
a. Initial failing amalgams
(Fig. 2);
b. Quadrant after
amalgams were
removed and
interproximals were
opened up and decay
still present (Figs. 3-4);
c. Final preps (Fig. 5);
d. Final restoration
(Fig. 6).
1. Prep Class II prep, check for remaining caries with
Ultradent Caries Detector.
2. Place Palodent matrix and secure with a wedge.
3. Rinse thoroughly with Chlorohexidine to ensure
preparation is clean of debris.
4. Place One-Up Bond into preparation and scrub for 20
seconds. Remove excess with microbrush to ensure proper
bonding. Do not air dry. Light cure for 20 seconds.
5. Line gingival margin of proximal box with Heliomolar
Flowable and light cure 30 seconds.
6. Continue adding 1 to 2 mm increments of Point 4 hybrid
and light cure each increment until restoration is complete.
7. Remove bands for final cure and finishing.
8. Shape marginal ridges and define occlusal anatomy with
football diamond. Remove interproximal flash with a fine
interproximal diamond.
9. Check occlusion and finish polish with Astropol Composite
Finishing Kit.
Figure 2
For more information about
Point 4, visit Kerr online at:
www.KerrDental.com
Interproximal
decay
Recurrent
decay
Figure 3
I took these photographs
to show to the patient's
mother so she could see for
herself what was present. I
felt a great deal of satisfaction
when the mother thanked me.
Recurrent
decay
Figure 4
PAGE 10
STEP BY STEP
Figure 5
Figure 6
Smile Designs
Dr. Jeff Walton,
Willow Knolls Family Dental,
Peoria, IL
Mark, another patient in his 20s, was
unhappy with his smile. Previous bleaching
had not given him the results he wanted. He
also had a diastima. We did a Smile
Makeover on his upper teeth.
Before
After
Dr. Wayne Olges, Dentistry Plus, Clarksville, IN
Julie received procelain veneers and other extensive dental treatment at
Dentistry Plus, including having her old silver fillings replaced with new white
ones. She was extremely happy with the end result
and very impressed with the state-of-the-art facility.
Before
Dr. Jason Russell, Forest Green Family Dentistry,
Louisville, KY
This patient came to the office in
response to the $59 promotional
newspaper ad. It was discoved
Before
through SWOT that she was unhappy
with her smile. Dr. Russell explained
how she could have a more youthful
smile by building up her occlusion and
lengthening her teeth. All together, the
patient had 27 teeth prepped. At her
After
post-op visit, she said that Dr. Russell
was the best dentist she had ever
visited (and she had been to several)!
She was very impressed by his
expertise and the personal attention
she received.
After
Dr. Jordan Spencer,
21st Century Dental,
Charleston, IL
Before
After
Dr. Denise Long, Smiles by Design,
Fairview Heights, IL
Before
After
Sheree called the office after seeing the ad on
cosmetic dentistry in the local newspaper. Her
husband had asked her what she wanted for
Christmas and she replied, “a new smile.” Sheree
had severe tetracycline staining, was missing her
permanent canines and her premolars had rotated
into position — an obvious open bite. After
discussing Invisalign followed by veneers, Sheree
was interested in a faster solution. A treatment
plan of veneers to close her bite and reshape
premolars as canines was recommended and
Sheree accepted. Dr. Long and team were thrilled
to be able to make Sheree’s dream come true.
Both Sheree and her husband were extremely
happy with the results of her smile design!
Dr. Lorna Salyer, Bowling Green Family Dentistry,
Bowling Green, KY
When Heartland Dental first ran its commercial
on ABC’s television show “Extreme Makeover”
Bowling Green Family Dentistry received a call
from Donna who did not like anything about her
smile. When her smile makeover was complete,
Donna was very
happy with the Before
After
results and has
been sharing
her story with
everyone!
Mellisa’s case was unique. She was missing a lateral and premolar
and she had a deciduous tooth retained. Mellisa didn’t like the shape of
her teeth or the spaces. Her smile was improved by making #11 look
like #10 in addition to 5 veneers and a 5-unit bridge. The bridge had a
resin framework with 5 bonded veneers creating the appearance of
individual teeth.
Dr. Alan Acierno, Smile Design Dental Center,
Peoria, IL
Patient #1: This patient’s chief complaint was dark color due to tetrycycline
stains. Prepped veneers for #4-#13 and #21-#28. As you prep a case like this,
the teeth get darker as you go. Her teeth
ended up to be a charcoal color so we
Before
had to make window preps in the teeth in
the darkest areas and bond a masking
color (Kerr Kolor+ plus Color modifier A1
opaque and lavender) on the tooth. We
bonded this on #5-#12. The masking
After
agent and window prep is done in order
to mask any show through of dark teeth
through the veneer. Vaseline has to be
placed over the color modifier before
temps are made because both are a resin
base and will bond together. All contacts
were broken in order to eliminate a dark line showing when the veneer and
tooth met. The veneers were placed using a white opaque cement from
Variolink.
PAGE 11
Personal Attention
Delivering
on the Promise!
BY DEANA NUXOLL
A
s part of our branding strategy, we are promising
our patients an experienced filled with Personal
Attention and Professional Excellence. Dr. Gerald
Bell, founder of Bell Leadership, offers practical advice
that can help you deliver on the promise of personal
attention.
Dr. Bell suggests that when we communicate with
others we send multiple messages both consciously and
unconsciously through our three “voices”, which are our
words, body language, and tone of voice.
These three “voices” comprise our technical
message. There are two other components of
communication we must understand in order to send the
best possible message, our commitment message and
our personal message.
The commitment message means simply, how
interested are you in this communication? For example,
imagine this: You come home from work and turn on the
television. At the same time you ask your spouse, “How
was your day?” As you are listening, you also are surfing
the channels with the remote in hand. Have you
considered the message you are sending to him/her
about your interest in what they are saying?
The most important part of communicating is
sending the personal message. This really conveys how
much you care about the person with whom you are
speaking or meeting with. Face the person. Look them
in the eye. Give them responsive feedback through your
THE LAWS OF THREE VOICES
AND
THE LAWS OF THREE MESSAGES
body language.
You can even send messages to people when you
are not present. For example, what kind of commitment
message and personal message are you sending to
others on your team during your morning huddle? Does
your body language support the words you speak? Is
your tone enthusiastic or are you still waking up? Become
aware of how your actions and words can project whether
or not you care about your team or your job.
It is so important in both your personal and
professional life to become great at sending positive
personal messages. We send messages all of the time,
even unconsciously. The relationships with our families,
friends and patients will improve as we become better at
consciously sending positive personal messages.
Hygiene forums: Hygienists offer feedback on new program
BY JULIE THOMAS, SENIOR ADMINISTRATOR
H
ygiene Forums, sponsored by
Orapharma, have been a popular
subject in the hygiene community lately.
The Forums are set up regionally for hygienists
(and others who want to attend) to be able to
network, share successes and help one another with
clinical concerns and communication with patients
regarding properly treating periodontal disease.The Forums have been a great
arena for hygienists to be able to “talk shop” in an informal atmosphere, enjoy
dinner with one another, and to communicate with their Orapharma
representatives regarding how to work together as partners to help our patients
become healthier.
Following are some comments from HDC hygienists:
“It was very helpful. I liked hearing other hygienists’ success stories!”
— Jill Donnan, Redbird Dental Care, Bloomington, Ill.
“(The forum) provided a comfortable setting where everyone could
share openly. I like the idea of presenting Arestin with STM as the only
treatment of choice. I used this in the office the next day and had a sameday conversion of one quad of STM4 with 29 sites of Arestin!”
— Jennifer Carson, Peoria Family Dental Care, Peoria, Ill.
“It was good company, the food was fantastic and the idea-sharing was
great! I especially liked the idea of placing it (Arestin) in furcation areas
and higher success with deeper pockets. I had a patient who came for a 3month 4910 who formally had 9 mm pocket that went to 6 mm (following
placement of Arestin). The patient was very happy!”
— Margie Gordon, Peoria Family Dental Care, Peoria, Ill.
PAGE 12
“I really enjoyed it. It was nice to hear how Arestin was working for
other hygienists. It also helped with case acceptance. I talk about the
benefits of Arestin. I did 100 sites of Arestin last month. Being able to talk
to other people helped draw me back into the things I’ve already learned. It
gets me back where I need to be. I’m glad they had it!”
— Amy Hicks, Washington Family Dental, Kokomo, Ind.
“I had a patient with Type 4 periodontal disease. I placed Arestin on the
right side, but not on the left. At the patient’s maintenance appointment,
there were pockets that went from 9mm to 5mm. The untreated sites on the
left side had no improvement and had actually stayed the same.”
— Anna Cochran, Westfield Dental Center
“Because of what I have learned, I am making patients more aware of
Arestin. Patients are informed at each visit and if Arestin is needed, the
patient receives it. One patient refused Arestin and then called back for it.”
— Janoa Hayes, Crosspoint Family Dental Care
“We had a patient that needed 4 quadrants of SRP. She was a smoker
with chronic gum disease. Most of her pockets were 8 mm, 9 mm, and 10
mm deep. We treated her with SRP and Arestin. After one month, her
pocketing improved from 8 mm down to 4 mm and the 10 mm areas had
gone to 4 mm. Another patient had no molars left and had pockets as
deep as 11 mm. We treated this patient with SRP and Arestin also. After
one month, this patient’s pockets were reduced to 6mm on average and
some were 4 mm. Both patients paid for the Arestin even though their
insurance didn’t have coverage for the procedure.”
— Julie Kauffman, Smile Design Dental Center
Thanks to all of the hygienists, team members and Orapharma team
members who are working together to help our patients get healthier!
Professional Excellence
Beyond Trial and Error ...
Dr. Alexander can be reached at 618.580.4169.
An important discussion with 2003 National Association of Dental Labs
President Bart T. Donnell, CDT
n my discussions with Bart, he shared with me his vision of the strategic partnerships
between the dentists and their teams, the laboratories and the manufacturers.
Communication with your lab partner was a recurring theme. Through this relationship,
the goal of the lab is to help the doctor meet and exceed the patient’s expectations.
Below is a brief glimpse of our discussion.
I
Q: What are some examples of how doctors and teams could better
communicate with their lab?
A: The more information you can give us, the better. Very often labs get prescriptions
that read, “make PFM, shade A-2”, and that is it. It is important to work with a lab that will
hold you accountable to the standards you want to have for yourself and your patients. It
is easy to get lax about things when you are busy. But, there is no room for blanket “one
size fits all” approaches in the successful relationship between Lab and Doctor, if
uncommon success is the goal for either.
Q: On a crown and bridge prescription, given we have agreed on the
importance of Value, Chroma, Hue, Characterization, and surface finish or texture;
what other elements would you consider essential?
A: I would like to see a variety of things in addition to those mentioned above. First, I
like to know about the patient, male or female, the patient’s desired outcome and the
doctor’s expectations. Next, the most valuable thing is a good, clear study model. In
addition, I like to see Intra-oral photos.
The supplemental information is actually of more benefit than what is written on the
Dr. Jim
Alexander
Practice Quality
Consultant
prescription most of the time. However,
above everything else, proper preparation for
the restoration prescribed, captured in a
highly accurate impression with an equally
accurate bite registration are things we should not
compromise. I know it sounds like a given.
Nevertheless, the truth is that throughout the lab industry,
this is our greatest problem area. Great descriptions of the color and
the characterizations desired and all the supplemental materials you can provide really
stand for nothing if the impression and the bite registration are lacking.
To thoroughly reference all of the elements we have discussed, Value is more key to a
natural looking restoration than is color. So, I would say, pay attention to Value, Chroma,
Surface texture and then Hue. If value is off, the restoration will appear too dark, or more
often, too light compared to the surrounding teeth.
Chroma, the intensity of the color, is often overlooked - as it can make all the
difference in creating a convincing restoration.
Surface Texture, when it is wrong, can make a restoration stick out like a sore thumb.
Smiles are polychromatic, so color variation is expected.
Characterization we can get best from the photos.
Taken together, the synthesis of all this information is what leads to a great restoration
and communication is the heart of the process.
Sedation success story:
Dr. Jason Russell, Forest Green Family Dentistry, Louisville, KY
e participated in the health fair expo at our local mall.
Bonnie was a visitor to our booth that weekend but
did not approach us. However, she did overhear us
discussing sedation with another potential patient.
In July she came to our office for an emergency exam as
a medicad patient. She was very apprehensive and nervous.
She wasn’t here long before she began to cry. She confided in
our assistant Melissa the strength and courage that it took for
her to even come into the office. Bonnie was ashamed at the
condition of her teeth but had always placed her family’s
Before
needs before her own. She constantly thanked us for showing
patience and concern, as no other office had ever meet those
needs. To us this is the best compliment we could ever
receive!!
After
After treatment was presented for sedation and a financial
plan made she was anxious but excited to get started. She
began treatment. Our focus was on her periodontal disease
and restoring her teeth to function. She was amazed at how
relaxed she was during treatment and the results that
followed. At the appointment to set her crowns the trust that
Bonnie had placed in Dr. Russell and our team began to show. She was now interested in
having a smile design! She said that she never dreamed that she would ever have dental work
purely for cosmetic reasons. After all, she was terrified of the dentist!
The day she left with her provisionals #5-#12 she was smiling from ear to ear. However,
nothing could prepare her for the day we set her permanent smile. She still can’t believe how
incredible her smile is. When she came in for her one week post op she told us that several
friends and colleagues had commented on what a beautiful and natural smile she has. She
further complimented us by sharing that Dr. Russell had created her smile!
Photos for Smile Design Wax-Up
Keller Laboratories suggests the following six photos to aid your technician in
preparing a functional and esthetic wax-up for Smile Design cases:
W
HELPFUL HINTS FOR HDC CANON G-2 CAMERAS:
• Take photos 1 and 2 without macro lens, use Auto or portrait setting on your
camera and flash. Zoom to max telephoto (1 tree).
• Take photos 3-6 using AV setting, macro lens, f8., tulip macro and flash.
© Keller Laboratories, Inc. 2003
PAGE 13
Continuing Education
Aesthetic Continuum underway at The Institute
T
he Institute at Heartland Dental Care will host an
Aesthetic Continuum consisting of three sessions
beginning this month and continuing through
through March.
The comprehensive continuum will provide Heartland
doctors with both clinical lecturers and “hands-on” training
with a patient on both posterior and anterior cases.
The first session, will be held Jan. 16-18, and offers
clinical lecture on Friday by Michael Koczarski, DDS,
followed by hands-on clinical training in posterior indirect
and direct restorations on Saturday and Sunday led by
Heartland mentors.
The second session, set for Feb. 6-8, will include
clinical lecture on Friday by Edward Lowe, BSc, DMD,
and hands-on training led by Heartland mentors with
doctors seating the posterior case while completing
preparation for the Anterior case.
The third and final session will be held March 5-7.
This session also will include both clinical lecture led by
Dr. Lowe and hands-on training with Heartland’s mentors,
where doctors will be seating their anterior cases.
Close to 50 Heartland doctors are scheduled to
complete this top-notch training opportunity this winter. In
fact, an international doctor will be attending one of the
lecture sessions. Last year, 71 doctors completed the
course.
For more information on this program or if you know
a non-Heartland doctor who is interested in attending
future continuum courses, please contact The Institute
Director Stef Kingery at 217.540.5128.
COMING SOON! Maximum Impact: “The Qualities of a Leader”
he Institute is pleased to announce it will serve as a host-site for “The Qualities of a
Leader”, a premium, on-site development experience presented by Maximum Impact.
T
Based on John C. Maxwell’s book “The 21 Indispensable Qualities of a Leader,” this live
forum, simulcast from Atlanta, will include several renowned leaders who will converge in
Atlanta to share their career experiences allowing those attending to be more informed,
more productive and more effectively equipped to lead successfully.
Speakers will include:
• Steven Reinemund, PepsiCo chairman and CEO;
• Michael Duke, president and CEO of Walmart Stores, USA;
• Representatives from West Point;
• Zig Ziglar, speaker and author;
• John C. Maxwell, leadership authoritarian, author and founder of INJOY and
Maximum Impact;
• Coach Pat Summit, women’s basketball, University of Tennessee;
• UCLA Coach John Wooden.
A group of executive panel speakers also will share their insight and experiences with
attendees.
For more information, or to register, please contact
The Institute Director Stef Kingery,
at 217.540.5128.
FRIDA, APRIL 30, 2004 | 8 A.M. TO 4 P.M. | THE INSTITUTE
1200 NETWORK CENTRE DRIVE, EFFINGHAM
The December 2003 Dr. Leadership graduating class.
PAGE 14
Continuum speakers:
Dr. Koczarski, DDS, practices in
Seattle, Wash., and is co-founder
of PAC-Live and the Northwest
Aesthetic Continuum.
He graduated from the University
of Washington School of Dentistry
in 1989, receiving the Alpha Omega Award for
graduating first in his class. He is co-director of The
Hornbrook Group, past co-director of the University
of Pacific in San Francisco, is published extensively
in a variety of dental journals and serves as a
mentor, teacher and lecturer.
He is a member of of the American Dental
Society, the AGD and the AACD. He also is an
honorary memer of the Omicron Kappa Upsilon
Dental Society, which recognizes the top 5 percent
of dentists in the country.
Edward Lowe, BSc, DMD, is a
1986 graduate of the University of
British Columbia Faculty of
Dentistry. He established and heads
the West End Dental Centre in
downtown Vancouver, British
Columbia. He also has written several published
articles on aesthetic dentistry.
He is a member of the Canadian Dental
Association, American Dental Association, and
Crown Council, as well as the AACD and a charter
member and director of the Western Canada
Academy of Cosmetic Dentistry.
A graduate of the Advanced Esthetic Programs
at the Las Vegas Institute for Advanced Dental
Studies., Dr. Lowe has been retained as a clinical
instructor and co-director of the Functional
Advanced Posterior Program for the Pacific
Aesthetic Continuum ( PAC-Live) in San Francisco,
Calif. Dr.Lowe also is an adjunct faculty member at
the University of the Pacific in San Francisco and
was recently added to the advisory board of
“Signature,” Ivoclar-Vivadent’s clinical journal.
Departmental Notes
From Human Resources:
H
appy New Year Everyone! It has been
another successful year, and we continue
to grow and prosper as an organization.
Our department is busy making the changes to
comply with our new Employee Stock Ownership
Plan (ESOP), plus working on new benefits
information to educate and promote the plan. As
we continue to grow and offer new opportunities,
our department continues to grow as well.
Amanda Gephart recently joined the Human
Resources Department as the Payroll Processor
for all Illinois offices. Amanda previously worked
in the Accounts Payable Department and has
been with Heartland Dental Care for over four
years. With the addition of Amanda to our team,
the following changes have been made: Deana
Schafer will process the payroll for the states of
Iowa, Missouri, Kentucky, Tennessee and Ohio.
Kim Mihlbachler now focuses solely on the
payroll for the offices of Indiana. Becky
Rickelman will continue to manage the entire
process including bonus and policy
administration while making sure we all pay our
fair share of taxes.
Speaking of taxes, that season is quickly
approaching, and the payroll team is getting
geared up to complete the 2003 payroll year. We
will be sending out the 2003 W-2’s the week of
Jan. 26. The W-2’s will be mailed to each team
member’s home so please ensure the address
and social security number printed on your
current payroll remittance is correct. This also is
a good time to consider if you need to make any
changes to your tax withholding status. Please
contact your respective payroll processor right
away if any changes are necessary.
As you evaluate your W-2 information, please
keep your current benefit options in mind. For
example, you may want to consider enrolling or
making adjustments to your 401k plan. You also
may be interested in knowing the maximum
amount that can be deferred or invested in 401k
has increased to $13,000 this year. We also
have the 529 plan as an alternative for you to
invest in the educational future of someone
special in your life. Both of these benefits are
offered through American Funds, and you can
enroll as of April 1, 2004. Your eligibility is
contingent on at least six months of service with
the company and you must be at least 21 years
of age. To receive enrollment forms or further
information about these and other benefits,
please contact Melissa Brooks, our Benefits
Coordinator, at Home Office.
And finally, with the start of the New Year, you
may know someone who is looking to start a new
career. If you know of a prospective dentist or
experienced team member looking for a new
opportunity have them contact Chad Thompson,
Director of Human Resources, at 877.903.6406
or by email at [email protected]. Referral
bonuses are available for all positions.
Again, Happy New Year everyone from all of
us in the Human Resources Department!!!
Dentrix Tips from IT:
• To avoid problems with scheduled
production numbers, do not schedule
an appointment for longer than 240
minutes (4 hours). If an appointment
requires longer time, make 2
separate appointments.
• To prevent loss of previous year’s
appointments, do not change the
Appointment Purge Cutoff date in the
Month End Update screen.
• You can customize the appointment
book views by clicking on View and
selecting new. From here, you can
select the providers and operatories
that you wish to view. You can set up
multiple views: Doctor and hygiene,
doctor only, hygiene only, etc. To
switch between views, press the
function keys on top of your keyboard
(F1, F2, etc.).
What the Supplies Department does for you:
O
ur goal is to facilitate with the acquisition of products for each practice
within the Heartland Dental Care Family. And, our basic objective is
simple: To provide our dental offices with the best possible products
at the best possible price. In order to achieve this objective, we work on the
behalf of each of the 115-plus dental offices within the HDC system to
investigate, analyze, coordinate and procure the necessary dental materials
required to provide an exceptional standard of care. As a result, our roles as
team members within the Supplies Department are evolving from “order
takers” to “supply analysts” who are better prepared to assist with your
material needs.
A critical part of this process involves our coordination with Dr. Craig
Shanteau, our Clinical Director, who conducts extensive field testing and
evaluation to further determine which dental materials should be incorporated
into our product formulary. Once Dr. Shanteau and his clinical team agree that
a product meets our standard, it is then our responsibility to negotiate the best
price for that product. And these savings are passed on directly to you in the
form of lower pricing for your dental materials and supplies.
But our function doesn’t stop there. The second phase involves ensuring the
product is in the pipeline! It is our goal to set up a seamless flow from the
The Heartland Dental Care Supplies Team includes, from left: Jeff Staser, Cari
Rodman, Debbie Steppe, Tonya Hanna, Alicia Hirtzel and Bill Grondin.
manufacturer, through our distribution channel and directly to your offices.
Ultimately, we are here to help you and your team by providing you with the
best tools so you can do what you do best — practice dentistry.
PAGE 15
FYI
Dr. Kevin Fatland
An Invisalign Success Story:
YOU DECIDE!
In the spirit of the
2004 Election Year,
we want your help to determine
how our Smiling magazine title
will appear.
Coming out
in March!
#1
#2
#3
Voting Booths will be available
at Boot Kamp!
✎ Mark Your
Calendar
JANUARY
24
Dental U-1
D
r. Kevin Fatland and team at Sunset Hills
Family Dental in Edwardsville, Ill., completed
7 Invisalign cases in 2003.
How did they do it? Persistence in Motivation,
Teamwork and Education!
Dr. Fatland works to continuously motivate his team to
ask patients how they feel about their smile to uncover what they really want
their smile to look like. The entire team also utilizes the tools they have
learned in training. For example, they ask the patient’s permission to talk with
them about all of the services available to enhance their smile.
Once they learn the desires of their patients, they work hard to educate
them on what the services can do and how they have been successful in the
past. They also use Clin Checks of the team members who have undergone
Invisalign. Clin Checks use 3-D imaging technology created from x-rays,
photos and impressions of patients who have agreed to start Invisalign. This
provides a visual example of how the patient’s teeth will move into the proper
position. It also is helpful to ensure that the patients know what to expect so
they can give their approval and get treatment started.
For patients who are candidates for Invisalign but do not accept the
treatment, Dr. Fatland doesn’t get discouraged. He and his team continue to
educate the patient on the benefits and work to understand the obstacle to
treatment acceptance to see if they can help. If there is true interest in
Invisalign, case acceptance is generally achieved.
If you would like to learn more
about Dr. Fatland’s success, contact
him @ 618.692.9980.
About this publication ...
• “Smiling” will be published quarterly. Any office or team interested in submitting stories,
columns, photographs, etc., may do so by contacting Tinley at 217.540.5192 or e-mailing:
[email protected]
FEBRUARY
5
6
6-8
9-11
17-19
20
21
24
Thrive Consulant meeting
Regional Administration meeting
Aesthetic Continuum, Session 2
New Employee Orientation
Bell Leadership Training
Specialized Dental U-1
Dental U-2
Heartland Management 201
MARCH
4
5
5-7
6
8-10
8-11
25-27
30-31
Thrive Consultant meeting
Regional Administration meeting
Aesthetic Continuum, Session 3
Dental U-3
New Employee Orientation
Accelerated Management Training
Boot Kamp
Heartland Management 201
APRIL
1
2
12-14
16
17
27-28
PAGE 16
Thrive Consultant meeting
Regional Administration meeting
New Employee Orientation
Specialized Dental U-2
Dental U-4
Heartland Management 201
• If you know of someone who is interested in joining our Heartland Dental Care Family,
please contact Director of Human Resources Chad Thompson at
[email protected].
PRST STD
US POSTAGE
1200 Network Centre Drive, Suite 2
Effingham, IL 62401
PAID
EFFINGHAM, IL 62401
PERMIT NO. 268