Renee Knight is a freelance writer and editor who's been covering the dental industry for 15 years. 

Renee Knight

It’s unavoidable. When facing a problem, more and more people turn to the Internet to come up with a solution. So when a new patient walks into your office, there’s a good chance he or she is coming armed with all the answers.

While this can be frustrating, it isn’t necessarily a bad thing. It’s great to see patients take an interest in their oral health and to do some research before their appointment. But all too often some of the information they have is incorrect and the treatment they have in mind is nowhere near what they really need.

Use this as an opportunity to educate these patients about what the real problem is and how you can fix it. Show them images and radiographs. These patients took the time to do their own research; they want to learn. You just have to make sure they’re getting the information they need to make the right decisions for their oral health. They’ll likely appreciate you taking the time to set them straight and because they’re educated, are more likely to say “yes” to the treatment they actually need.

Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.

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How to handle a patient who knows more than you

The holidays are long gone. The weather is cold and dreary, leaving you feeling a bit run down and just plain blah. You’re ready for sunshine and warmer weather, and are counting the days until spring returns and you can leave winter behind you for another year.

Just about anyone who lives in a cold weather climate can relate. The short, cold days the winter months are known for can drain your energy and your motivation. It’s easy to get in a rut and lose focus on what’s important. Don’t let that happen to you and your team.  

Want to turn those winter blues into winter wins? We recently talked with two mental health professionals and dental consultant Penny Reed Limoli about what you can do to keep the focus on practice success rather than the weather. Here’s what they had to say.

Just about everyone experiences the winter blahs, especially people who live in areas that don’t see a lot of sunshine during the winter months, said Elaine Rodino, PhD and psychologist in private practice in State College, Pa. The winter doldrums can leave you feeling fatigued, less energetic, more impatient and maybe even a little quicker to anger.

 During the summer months, it’s easy to go outside and take a walk, or maybe plan a family bike ride or a game of tennis. In the winter, it’s even easier to come home and veg out in front of the TV after a long day at the practice.

Even when it’s cold and dark, you have to make time for exercise, Rodino said. Plan to go to the gym before or after work, or if you just don’t have the time for that, plan a short walk during your lunch break-sometime between 12 and 2 when the sun will be at its brightest. Anything that gets you up and moving can help lift your spirits.

. If you’re feeling the winter blahs, chances are your team members are, too. Reed Limoli, owner of the 

, recommends doing some type of physical activity at the beginning of your next team meeting to get yourself and your team members moving.

If you have room, put an elliptical or stationary bike somewhere in your practice for you and your team to use when there’s down time throughout the day. If that won’t work, think about putting in a Wii active gaming system that team members can use during breaks. Find ways to make activity fun and easy-just 10 minutes a day can help-and you’ll notice a difference in your attitude and your team’s.

It’s easy to hibernate during the winter months, Rodino said, but you need to find ways to get out. Why not use this as an excuse to plan something fun for you and your team?

Schedule a team-building event for February. Whether it’s bowling, ice skating or a team dinner, put something together that everyone can look forward to, Reed Limoli said. Get involved with sponsoring a community event or volunteer as a team. Ask team members for their ideas, and maybe even let them take ownership and plan it.

“This can help bond them more as a team,” Reed Limoli said. “And teams that have common goals tend to have less turnover. “

Plan something fun with your family and friends.

 Planning fun events with your team is a great way to beat the blahs, but your winter activities can’t all be work related. During the summer months, your social calendar is likely full of events from backyard barbecues to family gatherings to baseball games. Even though it’s cold outside, it’s important to keep that social calendar just as full in the winter, Rodino said.

“In the summer we get out and talk with neighbors and have more casual socializing,” Rodino said. “In the winter we need to make more of a schedule out of it, get together with neighbors for small gatherings so there is an on going connection with neighbors. Sometimes you don’t see people for months. …Try to keep the things people enjoy and love about the summer time, try to think of ways to do some of those things in the winter. “

  Nothing can lift your spirits quite like some time off taking in the sun so, if you can, plan a vacation to your favorite warm-weather destination, Rodino said. Like skiing? Planning a winter-themed vacation can help, too, even if you’re just getting away for the weekend.

If you can’t fit in a winter get away for whatever reason, start planning a trip for later in the year, Rodino said. The planning and having something to look forward to can make a huge difference in your mood.

  Set up a time to have lunch with a friend or colleague, said Dr. Sudeepta Varma, a clinical assistant professor of psychiatry at NYU Langone Medical Center. Don’t talk about work; enjoy the time away from the office.

 One of the reasons we tend to feel down in the winter is the lack of sunlight, so try adding light into your life whenever you can.  Not sure how? Try using light bulbs with higher wattages during the winter, Rodino said.

“Light does make a difference, so keep the workplace lighter and brighter,” Rodino said.” That’s part of the feelings that get us down.  We’re going off chemically a bit because there’s less sunlight, so keeping a brighter office can help.”

You might also want to try putting up summery photos throughout the office, Rodino said, such as sunny beach scenes and gorgeous flowers. You can even buy light panels with beautiful scenes to put above patient chairs so they can enjoy the view while getting work done. Interested? Check out Practicon’s Durastrong Sky-Scapes.  

 While you want to set goals and plan trips to help bring you out of the winter blahs, don’t go overboard, Reed Limoli said. Make sure your goals are realistic and attainable; setting yourself up for failure certainly won’t do much to improve your mood.

 While physical exercise can help you overcome the winter blahs, so can challenging your brain. This might be a great time to encourage your team members to read a motivational book, Reed Limoli said. Pick an easy read with a positive message. Maybe even discuss a few key points at your next team meeting.  

 Not only can your attitude affect your team members, it also can affect your patients, Reed Limoli said. If you’re down and just going through the motions to get through the day, your patients may notice and might even go looking for a new dental home that’s a little more cheery.

“You want your patients to leave the office in a better state of mind than they were when they got there,” Reed Limoli said. “Patients don’t make buying decisions when in a down or depressed state.”

Recognize when it’s more than just the blahs.

 Seasonal Affective Disorder, or SAD, is a more serious condition that is diagnosed when people’s depressive symptoms predominately occur in the winter months, year after year, and are unrelated to seasonal stressors, said Varma, who has a private practice in Manhattan. People with SAD tend to eat more sweets and carbs, sleep more, isolate more and gain weight in the winter months. They may also have trouble concentrating, experience memory problems and have feelings of guilt and hopelessness.

“In very severe cases, people don’t feel like getting out of bed,” Varma said. “All the hard work you did to establish your practice goes to waste. You also bring down the mood in the family, affect your family income and may be at increased risk of suicide with untreated depression.”

If your symptoms go beyond the winter blahs and sound a bit more like SAD, Varma said Cognitive Behavioral therapy, bright light treatment and antidepressants can help the more severe cases. Exercising 3-5 times a week, getting regular exposure to sunlight, limiting alcohol intake and scheduling time to have fun with family and friends also can help.

Most everyone experiences some type of winter blahs during these cold, grey months, and anything you do to brighten your spirits will help the people around you as well. If you’re more positive staff members and patients will be, too, and that can only mean good things for your practice, from a more productive staff to patients who are more likely to say ‘yes’ to the treatment they need.

“Give a little bit of positive energy,” Reed Limoli said. “People are more likely to buy when in a positive state. That’s why salespeople are upbeat. People don’t buy much from Debbie Downer. This time of year can be exciting and positive. You can focus on what you want to do this year or you can beat yourself up about what didn’t get done last year. That doesn’t usually help anyone.”

How to get your groove back: 11 tips to help you thrive during the winter months

 might be a bit cliché, but the first of the year is a great time to look at your personal and professional life and set some goals for the coming year. Setting goals will help keep you focused and help make you an even better dentist in 2013.

But just like with personal goals, you have to be realistic about what you can accomplish in a year. If all your goals become out of reach, it will just lead to frustration. Set small, attainable goals that will help get you to where you really want to be, whether that’s making your practice more high-tech or becoming more proficient in a specialty.

When you set and achieve goals to better yourself as a dentist and to better your practice, your patients will notice. They’ll see the positive changes and feel good about coming to a dentist who sees value in growth.  

The New Year’s resolution might be a bit cliché, but the first of the year is a great time to look at your personal and professional life and set some goals for the coming year. Setting goals will help keep you focused and help make you an even better dentist in 2013.

Keep resolutions realistic

When it comes to case presentation, there’s always room for improvement. You need to find a way to reach your patients, to get them to understand the need for treatment and to want to move forward with that treatment. That isn’t always an easy task, but it’s one your team members can help with.

Your team members have seen you interact with patients many times, and they can see your mannerisms and how patients react to you, said Kathleen O’Donnell, Vice President of Coaching Services for 

. Why not ask them what they think about your case presentations? They likely have opinions on what you’re doing right and what you’re doing wrong, and might have some ideas that can help you improve your case presentation skills and get more patients to accept treatment.

Create an environment where staff members feel comfortable giving you their honest opinions, and take those opinions to heart. You and your patients will benefit.   

Want more advice from Jameson Management? Check out 

Ask your team members what they think

Patients are afraid of going to the dentist for different reasons. Maybe they had a bad experience in the past, or they’re afraid you might find problems and any treatment you offer is going to hurt. Maybe they just don’t know what to expect, and that makes them uneasy.

Whatever the reason, taking away some of those unknowns they’re worried about will not only make them more likely to come to that first appointment, it will also make them more comfortable during the appointment. Offering an office tour is one way to make that happen.

Let uneasy patients come in and see the practice without the worry of what’s going to happen chairside. Show them your operatories and some of the technologies you use. Explain how the technologies work. Answer any questions they might have.

Whether it’s an adult patient or a child patient, giving them a tour takes away the unfamiliar and lets them know exactly what they can expect when they come back. Not only that, patients will appreciate the extra effort and the chance to get to know you and your practice a little better. That may help get them to “yes” when it comes time to make decisions about treatment.

Give your patients a tour

If you’re not used to treating children with behavioral issues or patients with special needs, the thought of having one of these patients in your chair can be a little intimidating. You might even be inclined to avoid it all together. But treating these patients can be a rewarding addition to your practice; you just have to take a little extra time to prepare.

From the time they enter the practice until the time you’re ready to perform any necessary procedures, there’s plenty you and your team can do to put these patients at ease, making their visit to your practice much more pleasant for them as well as you and your staff. We recently talked to 

, a pediatric dentist who practices in Highland Park, Ill., about what dentists can do to make this happen. Here are some tips that can help make treating these patients a rewarding experience, rather than a stressful one.

It starts before they even enter the practice

New patient research forms are a great way to get to know a little about new patients before they even step into your practice.  Dr. Margolis recommends using this form for every new child and special needs patient. Your team should review this form the morning a new patient is scheduled to come in. That way, you know what behavior problems to expect and you can discuss ways to address any problems that may come up.

It’s also a good idea to call each new patient before that first appointment. This gives you the chance to talk with the parents or caregivers and find out if they can share any information that will help the first visit go smoothly. The parent may tell you about what behavior issues to expect and may give you advice on the best way to calm the child down if he or she gets upset.

“The parent of an autistic child may tell you the patient had a bad experience at a previous dental visit. With autism that could be caused by a number of things,” he said. “The autistic patient may want to listen to his music or may not want to have any sound at all in the office. Parents know; listen to the mothers. They know what their child can tolerate in a dental environment.”

This pre-appointment call also gives the parents a chance to ask you questions, which will help put them at ease as well.

If a child or special needs patient is visiting your office for the first time, it’s a good idea to go to the reception room to greet both child and parent, Dr. Margolis said. This gives you a chance to assess the patient’s behavior before he or she comes into the operatory.

Take the time to talk to the child about what he or she can expect during the visit, Dr. Margolis said. This will put them more at ease and will make them less likely to act out during the visit.

“I talk to the parent through the child. For example, I might say something like, ‘Today Johnny we’re going to count your teeth. Do you know how many teeth you have? I’m also going to clean your teeth with a special toothbrush that tickles. I’m going to use toothpaste, what flavor do you like,’ and you give them a choice,” he said. “Don’t give the choice do you want to come into the operatory. The choice is tutti fruitti, strawberry, or chocolate toothpaste.”

This short talk with the patients gives you the opportunity to make sure the parent or guardian understands what’s going to happen during the first visit, and for you to obtain informed consent. It also gives you an idea of how the parent will act during the appointment, and if it’s better for the parent to stay in the waiting room. If it’s a special needs patient, you’ll likely want the parent there to help put the patient at ease, whether that’s by holding the patient’s hand or having the patient sit on the parent’s lap in the dental chair.

Positive re-enforcement is a great way to turn children with behavior problems into star patients. Dr. Margolis gives his pediatric patients sticker charts. The child receives a sticker for brushing in the morning and at night, and for other positives related to their dental health. If they bring the chart filled with stickers to their next appointment, they’ll receive a special gift.

When a child or special needs patient first sits in your dental chair, you need to put that patient at ease. Children know what a toothbrush is, so start off by handing them one and asking them to show you how they brush. Then, take the opportunity to show them how they can get their teeth even more clean. This gives you the chance to educate both the child and the parent if the parent is in the room. 

Show, tell, do is another great way to put patients at ease and familiarize them with what’s going to happen in a typical dental appointment, Dr. Margolis said. Tell the patient what you’re doing and show him or her with the mouth mirror. Have the patient hold the mouth mirror while you place it in his or her mouth together.

A lot of patients, children or adults are afraid of the unknown. They don’t know what to expect when they come to the dentist, and they’re uncomfortable with that, and with children that could lead to behavior issues while they’re in the dental chair. To help put patients’ fears at ease, Dr. Margolis created a five-minute video on his website. The 

 shows a typical appointment at Dr. Margolis‘ office and prepares them for what’s going to happen. 

Dr. Margolis also offers office tours. New patients can come in and check out the office, without worrying about what will happen when they get in the chair.

With just a little extra effort, you can make a difference in these patients’ lives. Dr. Margolis sees children and special needs patients that other dentists can’t or won’t see, and he’s able to provide the care they need to keep their mouths healthy. It’s rewarding to be that person, and something you can do if you take the time to prepare your office for these patients.

It comes down to helping to ease their fears and making the experience as comfortable as possible. If you do that, children who were once unruly will be much better behaved, and special needs patients who have trouble in a dental environment will get the care they need.

Tips for treating children with behavioral issues: It doesn’t have to be painful

You know how important it is to catch problems in the mouth before they get out of hand. Finding problems earlier rather than later not only keeps your patients happy and healthier, it saves everyone time and money.

That notion is why Sara Collins is so pleased with one of her dentist’s latest purchases. During her last hygiene visit at Dr. Brian Vieth’s office in Lexington, Ky., they found the early beginnings of two carious lesions, and by using the Spectra Caries Detection Aid from 

, they were able to show her exactly where the problem areas were.

The device not only produces high-quality images for the doctor and patient to look at together, it also features fluorescence technology that indicates the extent of decay with color and numerical readings. For Collins, the Spectra readings were easy to understand and served as a great education tool and motivation for her to go forward with treatment.

“They explained everything to me,” Collins said, remembering the visit. “Visually it all made sense, the way he showed me, the coloration, the images. It was helpful to have that, to physically see the different severity of it rather than just having the black and white images.”

 serve as a great patient education tool, it also does the job quickly. It only took about five minutes to take the pictures during the appointment, Collins said, and then she spent about 10 minutes talking to the doctor about what the readings meant. It was definitely time well spent.

A little less than two weeks after that appointment, Collins went back to Dr. Vieth’s office to get two fillings. She’s thankful they were able to use the Spectra to spot the caries early in the process, and that she was able to come back to the office so quickly and take care of the small problems before they became much bigger, more expensive problems.


	Operating using fluorescence technology, Spectra is an ergonomic handheld digital imaging instrument that aids in detecting caries visually. Designed to offer the latest technology in non-invasive digital imaging and optimal care, the caries detection handpiece enables dentists to identify the exact location of potential carious lesions on tooth surfaces. Cariogenic bacteria turns fluoresce red. Other features include LEDs that project high-energy light and the ability to project a wavelength of 405 nm onto the tooth.
	800-AIR TECH • 

“I think it’s definitely a good education tool,” Collins said. “It’s a great diagnostic tool for them to have. And if they’re able to catch things earlier it definitely saves patients and everybody a lot of time and money without having to do a more serious procedure, and then of course insurance having to cover a more difficult procedure.”
	
	Collins described the experience as easy and said she found the Spectra to be pretty helpful visually. She was able to really see what was going on and Dr. Vieth took the time to explain what the colors and the numbers meant.

“It went really well,” Collins said. “They explained everything well and everything was pretty easy. It was pretty helpful visually. It makes it easy to tell what’s going on.”

   Watch a Video to Learn More...    

Now Playing: Jon Newman, Digital Product Manager for Air Techniques, discusses the Spectra Caries Detection Aid from the ADA show floor.

You know how important it is to catch problems in the mouth before they get out of hand. Finding problems earlier rather than later not only keeps your patients happy and healthier, it saves everyone time and money. 

Air Techniques' Spectra Caries Detection Aid saves your patients time, money

The holiday season is upon us, and that means your 

 are likely thinking of ways to make your practice more festive. While there’s nothing wrong with adding a little holiday cheer to the office, you have to be careful when it comes to decorating. 

What’s the best way to celebrate the season without putting patients at risk? 

 recommends keeping your decorations in nonclinical areas. The reception area, waiting room, doors and windows are great places to add decorative touches. Consider adding holiday-themed stickers to 

 samples, or ordering festive scrubs to help your team get into the holiday spirit even more. 

Whatever you do, OSAP Director Therese Long said you have to remember 

 come first. “In our enthusiastic attempts to capture the holiday spirit, we cannot forget that fun shouldn’t compromise infection prevention. Bugs don’t celebrate the holidays, and overzealous decorating can contribute to unintended disease transmission opportunities.”

Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to 

and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.

The holiday season is upon us, and that means your staff members are likely thinking of ways to make your practice more festive. While there’s nothing wrong with adding a little holiday cheer to the office, you have to be careful when it comes to decorating. 

Don’t put your patients at risk this holiday season

 work hard throughout the year. You love what you do and you always want to stay on top, but that doesn’t mean you can’t take a break from it all.

 are a great opportunity for everybody on your team to relax and rejuvenate. Spend the long weekend enjoying yourself with family and friends, and you’ll come in refreshed and ready to go come Monday. Don’t think about the office or finishing up some of that paperwork you left behind; it can wait until next week.

Taking time for you will leave you refreshed and refocused, and that will show in the work you do and your interactions with your patients. You’re at your best when there’s balance in your life, and that enables you to provide your 

 and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.

You and your team members work hard throughout the year. You love what you do and you always want to stay on top, but that doesn’t mean you can’t take a break from it all.

Enjoy the Thanksgiving holiday

? Need some inspiration? Maybe it’s time to get out of your practice.
	 


	Visiting a colleague’s dental practice can be a great source of inspiration when you’re feeling down or frustrated about something in your practice. You may walk away with ideas for improvements in your office from what you observe and what you talk about, or you may gain even more appreciation for your practice and all your 

 does in the course of a day.
	 
	No matter the experience, you’ll likely come back feeling better about your practice than when you left, and if you do have ideas to talk to your team about, even better. You may find a solution to a problem you’ve been dealing with, or the visit may spark an idea for your practice that you never would have thought of on your own. Any time you can re-energize yourself and your team members, your 

 will notice. And they’ll benefit from any changes that come from it.
	 
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to 

 and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	 

Feeling like you’re in a slump? Need some inspiration? Maybe it’s time to get out of your practice.  