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What sort of impression does that make on you? Staff highly-trained in customer service-Yes, customer service. Yet, few dentists even know there are courses in customer service. Use your good judgment in all situations. Highly-trained staff do not run to the doctor for every decision. They use their good judgment. Therefore, training is utmost in allowing the staff to function in an empowered practice, reaching the ultimate levels of the million-dollar practice.

Have you noticed that the first four traits are staff-related? You will never see a million-dollar practice without a million-dollar staff. How do you find that great staff? Remember, those you are seeking are seeking you. Good staff people want the best available opportunities.

Million Dollar Dentistry

I believe in personality testing and the use of the Carlson personality profile of D-I-S-C and the caliper profile. Staff compatibility is that critical! Top practices profile their staff. Also, once you have found that excellent person, do everything in your power to keep him or her. The million-dollar practices have a stable staff; with many working in the practice 15 years or more. The practitioner and office manager are continuous stu-dents-The doctor takes advan-ced training in clinical-skills techniques and really concentrates on being the expert clinician. Courses offered by the Pankey Institute extend the clinical skills of the practitioner.

Radiate true quality throughout the office-I have heard it said that there is no way that you can generate true quality and obtain the million-dollar volume. I have seen these practices and their type of care. It is excellent because of high clinical skills and advance people-training. There is absolutely no correlation between high production and poor quality within these practices. From the moment the patient calls the office and enters the reception room, the patient knows this is a quality operation.

Quality means treating people as you wish to be treated! Quality means providing the best service to fill patient needs without compromise. Quality is when the patient feels he got more than he paid for. Every practice has all systems choreographed-By that, I mean the dental team has rehearsed and planned their systems and were perfectly clear on how the business is to operate, even to the extent of which seat the patient occupies in the conference room.

New patient entry, consultations, continuing care, soft-tissue management and financial management are covered in extensive staff-training sessions. These people are highly organized and well-trained in verbal skills. Nothing at all happens by chance. The doctor has his clinical skills perfected to where he knows how long a procedure will take and instruments are kept to a minimum. Dental assistants are allowed to do more than just suction. Whatever the state Dental Practice Act allows an assistant to do, they do it and they do it with excellence and class!

Common traits of the million-dollar practice - Dental Economics

Complete honesty and rapport present in all relationships- Respect is evident among the staff members because the administrator and doctors have respect for each of them. This carries over from the staff to the patient. When respect and rapport are evident, patients value what is said to them and they respond in a positive manner. When you sit in the reception room and listen to responses or visit the hygiene area and hear what is being said, extra training is apparent by the verbal skills exhibited.

Sense of mission, values and goals-In most dental practices, there is a very definite feeling of mission, with about nine out of the 10 having a written mission statement. All of these practices have written goals. Some goals would astound you.


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Long-range goals of five, 10 and 15 years are well thought-out. Now, how do we define overhead? Overhead is the total amount of expenses it takes to operate. Some portions of the overhead are fixed, while many others are variable. Some consultants claim they can achieve a percent overhead for the general practice. I find it hard to believe when the total amount of expenses is closely looked at. There must be telephone, promotional expenses, office supplies, maintenance, insurance, etc. Compare apples to apples.

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If you can keep overhead in the high 50s or low 60s, the practice is within the norm and doing great, regardless of what financial geniuses claim. The appointment-control administrator engineers the appointment book-Eight out of 10 practices use computerized scheduling. The appointment-control engineer knows the daily-production goals and books toward that goal.


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This is a well-planned event. Each hygienist and doctor have exact time arrangements. In the million-dollar practice, one staff member is responsible for the proper scheduling and lost time from no-shows or cancellations just do not happen. This requires a great number of patients, a person with expert verbal skills and an understanding of time economics. Some associates work evenings and Saturdays to better use the facility.

These practitioners place a priority on time and family and community involvement. Dental insurance coordinated and patients-accommodated-All practices have a complete insurance department, with a person well-trained in dental insurance. Electronic filing is used wherever possible. Patients are well-informed about their coverage and financial arrangements are properly made. These offices make dental insurance a plus for patients and practice. Patients feel that they are getting the best possible use of their insurance.

Large cases are the norm. This is primarily due to a very thorough, new-patient exam, not a quick check at prophy. All million-dollar practices have a financial coordinator. All have the policy to "inform before you perform. Dental credit cards and outside bank financing are arranged. One practice has the means for the patient to acquire a home-equity loan to do the dentistry. One practice suggests borrowing from a life-insurance policy.

Million Dollar Dentistry

A written policy is followed, and a signed agreement is necessary. Definite follow-up is the responsibility of the financial coordinator. Accounts receivable under control-These practices are not "mini-banks," as you might think. I was really surprised when I examined how little these practices have on the books in account receivables. Only one office carries three times the monthly production, and it is the one carrying all the financing.

A discount for cash upon beginning procedures ranges from 5 percent to 10 percent. Charge higher-than-average fees-The million-dollar dentist knows what his dentistry is worth. These dentists have a high self-esteem. They do quality care, take quality time to do the exam and presentation and establish trust and rapport. I liked it so much that I've bought half a dozen copies to pass around and you are welcome to borrow one, but it is worth the 25 bucks you will pay for your own copy you will want to mark in the book and read it more than once I'm sure.

Paperback , pages. Published by Gary Kadi first published April 8th To see what your friends thought of this book, please sign up. To ask other readers questions about Million Dollar Dentistry , please sign up. Be the first to ask a question about Million Dollar Dentistry. Lists with This Book.

This book is not yet featured on Listopia. Sep 27, Jeff rated it really liked it. Gives a taste of the Gary Kadi practice mindset. Jamal Garnett rated it really liked it Jan 07, Robert Malenius rated it did not like it Nov 20, Diane rated it did not like it Feb 08, Jackson Whisnant rated it it was amazing Aug 15, Trevor rated it it was amazing Jul 19, Asim rated it really liked it Aug 07, Jonathan rated it it was amazing Feb 20, Rae O'Brien-d'Andre rated it it was amazing Jun 30, Erick Jayjohn rated it really liked it Apr 24, Lauren Murphy rated it it was ok Oct 04, David O'malley added it Jun 02, Spencer marked it as to-read Sep 29, Reem marked it as to-read Sep 30, David Eldredge added it Jun 27, Lorraine Aben-Heath marked it as to-read Feb 03, Marzieh marked it as to-read Apr 07,