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

Renee Knight

Ignoring the fact that sexual harassment can and does happen in dental offices only leaves you and your employees vulnerable to potential problems. Instead of pretending it isn’t an issue, there are ways you can protect yourself and your team members. Investing in training, developing a policy and simply knowing what to do if an allegation is made are all ways to help you avoid ever needing to deal with such a claim, but will prepare you for the worst if you ever have to.

	Sexual harassment is “unwelcome verbal, visual or physical conduct of a sexual nature that is severe or pervasive and affects working conditions or creates a hostile work environment,” according to the Equal Rights Advocate Web site. The problem is, every person’s view of unwelcome is different. Some of your team members may not think twice about a seemingly innocent pat on the back, while it may make others uncomfortable. And intent doesn’t matter. If your actions make someone uncomfortable it can be considered sexual harassment, even if you didn’t mean it that way.

	“It can be anything you say, even it’s just ‘oh look at this picture’ and the person is offended by the picture. Or it can be physical conduct as far as rubbing somebody’s back or shoulder or even hugging,” said Penny Reed Limoli, owner of the Reed Limoli Group. “I can remember a doctor I knew years ago who had morning huddles and everybody would get a hug afterward. Allegations were filed against him for those hugs. You have to remember all of us are not the same. What I might think is welcome to someone else might be very unwelcome.”

	Bringing a professional in for training is a good way to get everyone on the same page when it comes to what sexual harassment is and what won’t be tolerated in your practice. These training sessions usually only take a few hours out of your work day, and are well worth the time, said Mitchell Karp, founder and lead consultant at Karp Consulting Group Inc. And if you’re worried about the stigma of calling it sexual harassment training, label it something else. Call it training on how to build better working relationships, or how to create a better working environment.

	“How it’s communicated and how it’s positioned is important,” Karp said. “A dentist who positions this as we need to be mindful of how we interact with our patients and how we interact with each other and the more knowledge we have the more skilled we’ll be, that dentist is ahead of the curve.”

	Before you schedule the group training, you may want to think about going to training on your own first, Limoli said. Chances are sexual harassment training wasn’t covered in dental school, but it’s still something you as a small business owner should take seriously. Attend a more in-depth training first that’s geared to HR professionals or small business owners, and then schedule a lighter version for your team.

	Unfortunately, with more employee training comes an increased number of fraudulent claims being filed, said Anika Ball, Executive Director of the American Society for Dental Ethics. Patients and team members see you as someone who has large financial assets and may be looking for ways to take advantage of that. It’s just something you have to be aware of.

	“With more education comes the possibility of it being abused,” Ball said. “So now we have some disgruntled employees who use it as a weapon.”

	Putting a policy in place and making sure your employees are aware of it also is key to avoiding problems, Ball said. Include it with the employee manual and maybe even post it somewhere employees can see it. Go over the policy every time you hire someone new. Make it clear what type of behavior is expected, and make sure your employees know where they can go if they ever feel like they’ve been a victim of sexual harassment. Offer a list of organizations they can turn to, such as the Equal Employment Opportunity Commission and the state dental board.

	Being proactive helps build trust, and lets your team members know they can come to you if they ever have a problem with another employee or a patient. But no matter how much you want your employees to come to you with their work-related problems and concerns, they’re probably not going to feel comfortable talking to you if you’re the one who has said or done something they feel is inappropriate, Karp said. As the dentist, you’re the one with the power-even if that’s not how you see it. You control their wages, their vacation time. You simply aren’t the right person to talk with in this situation. Consider making an arrangement with a third party, like a lawyer or an outside consultant, who employees can turn to if needed. Make sure they know how to contact that person.

	If you don’t want to go this route, let your team members know they can always talk to a trusted office manager or another dentist in the practice, Limoli said. But if they’re truly planning to make such a serious accusation, they’re going to need an attorney.

	Remember sexual harassment isn’t just an issue that can come up within your team. Something your hygienist says or does may make a patient uncomfortable, or vice versa. You can’t control your patients’ actions, but you can take steps to ensure your staff members aren’t the ones doing the offending.

	Make it a policy to “keep it a family show,” Limoli said. Your staff members should act professional at all times, even when they’re not in the same room as a patient. Most practices aren’t that big, and patients often can hear you when you’re talking in the hallways or at the front desk.

	“You have to conduct yourself in a professional manner, almost as if you were on camera. You are on stage,” Limoli said. “When you are in that practice and patients are there, you need to conduct yourself differently than you would if you were out with personal acquaintances enjoying adult leisure.”

	No matter how many precautions you take, a team member or a patient still may make an allegation against you-even if it’s not true.

	If someone accuses you of sexual harassment, the first thing you need to do is contact a lawyer, Ball said. Find out what documentation you need and start gathering it. But whatever you do, don’t confront your accuser and don’t talk with other people in your office about what you should do or how ridiculous the claim is. Talk to your lawyer and determine what steps you need to take from there.

	“When issues of inappropriate behavior or allegations of biased or harassment come up, many human beings feel like someone is throwing a finger in their face and saying they’re a bad person,” Karp said. “Often people react to those allegations by engaging in behavior that leads to a second claim of retaliation. They think, ‘How dare you treat me like this.’ You have to manage the emotional reaction of being accused with your professional obligation to not retaliate in any way.”

	If one of your employees comes to you with an allegation about another employee or even a patient, you can’t take it lightly. If you dismiss the claim, you open yourself up to a lawsuit down the road. And the same is true if it’s a patient.

	“Your patients and employees have a trust in you as a professional,” Ball said. “And if you aren’t following through with seeking their best interest then they may feel abandoned, unheard or disrespected.”

	When a staff member comes to you, ask that employee to put the allegation in writing and then call an attorney for advice, Limoli said. Have the staff member outline what happened and what he or she felt the intent of the conversation or action was.

	After you’ve gotten some guidance from an attorney, it’s time to confront the employee who’s been accused of sexual harassment. Sometimes the act is so inappropriate there’s no second chances, Karp said, but if you’re planning to keep this person on board you have to be clear about what is appropriate and what isn’t.

	“Let the person know you’re putting something in their file, and give them a warning,” Karp said. “You’re going for zero tolerance because it undermines morale and productivity. Make it clear you want to focus on providing outstanding dental service to your patients.”

	If it’s a patient causing the problem, you need to have a similar conversation, Karp said. This can be difficult because you don’t want to lose a revenue source, but you can’t let your team members work in an environment that makes them uncomfortable. Talk to this patient like he or she is your best friend; getting nasty won’t help. Let this person know you and your team take your work seriously, and his or her comment or action was inappropriate. Don’t worry about losing the patient. In fact, depending on the situation, that may not be a bad outcome.

	No matter who has been accused of inappropriate behavior, your team members will find out about it and they will gossip. Staff morale may become low and productivity will drop. Some staff members may even quit because they just don’t feel safe in your practice any more.

	“An allegation significantly affects morale and productivity because they’ll (team members) have that sense of loss of trust or violation,” Ball said. “If it’s within the staff dynamic it could be a difficult situation, especially if it’s not addressed quickly. It has a huge affect on the cohesiveness of that working group.”

	You might be tempted to call an emergency staff meeting to ease some of your staff members’ concerns, but that really isn’t a good idea, Limoli said. This could be very uncomfortable, especially if the accuser and the person being accused are in the room. Don’t call a meeting or even talk to individual team members about what they saw or what they know until you’ve talked to an attorney.

	It might seem like common sense, but simple things like asking patients if they’re married or single may give the impression that you’re hitting on them. Keep conversations with your patients strictly professional to ensure nobody takes anything the wrong way.

	Training, a written policy and just having a plan in place in case an allegation is made are all key to handling what can be an awkward, messy situation. If you make sure you and your employees know exactly what sexual harassment is and that it is not tolerated in your practice, you’re less likely to have to deal with problems that stem from inappropriate behavior.

	“Sometimes these things are indicators of break downs in communication, break downs in trust, reluctance to give feedback,” Karp said. “It’s really about how people work well together in an office setting and how people learn to manage boundaries and identify what is appropriate and inappropriate behavior and how to handle it.”

	Renee Knight is a senior editor for DPR. Contact her at 

Articles

 Sexual harassment isn’t a topic most people like to talk about, especially in the workplace. But just because you’re not talking about it doesn’t mean it can’t happen in your operatory.

Dealing with sexual harassment in the dental operatory

It seems like there’s always some new product to try, adding to the other countless options you already had. While innovation and new product development is great for the industry and your patients, it can be difficult for you and your team members to know what’s up to par, and what products are best suited for your patients and your practice.

Before you make that new product purchase, there are a few things you should consider. Here, we break down exactly what you need to know before you buy, and how to know when you’re looking at a product you might want to skip.

Research is key for any product, and it’s even more important that anything you put in your patients’ mouths has the research to support it, said Dr. Sabiha Bunek, editor in chief of The Dental Advisor. But you also have to look at the type of research. Was all the research done within the company, or was the product sent to independent labs for testing? Was there any U.S.-based research? That’s an important question because the U.S. has different standards than other countries and you need to know how a product holds up to those standards.

“The other thing to consider is many companies that do research don’t have a high number of patients, restorations and recall of those restorations,” said Mary E Yakas, Executive Director of The Dental Advisor. “It’s important to look at the depth and breadth of the research. When you look at the research and they used the product in 15 cases in two indications, that’s not enough.”

And of course, you need to make sure products are FDA approved, and if they have the ADA seal of approval that’s an added bonus.

Before you buy any new product or equipment for your practice, you need to put in the time to make sure you’re making the right decision. 

So where to start? Check out the online forums and see what other dentists using the product are saying about it, said Dr. Tanya Brown, Consultant and Speaker for Miles Global. Learn about their successes and their failures. Talk to colleagues in your area already using the product about their experiences and talk to your sales reps about what they’re seeing and hearing. Read articles, look at the clinical studies and attend hands-on CE classes.  Ask for samples and try the product out for yourself.

It’s also a good idea to check out reviews from places like The Dental Advisor. Nonbiased reviews are key to helping you make purchasing decisions, and the Dental Advisor can even help you know what types of questions you should ask about certain products to make sure you’re making the best possible choice for your patients.

“We like to look at a product from a 360 degree view,” Yakas said. “When we review a product, what we look for is a combination of things.  Research should include benchtop laboratory science, but equally important are how a product handles in a clinician’s hands, and how it performs in the mouth over the long term.  We look at many products equally using the same criteria.”

Doing your research will help you determine if the product or equipment you’re interested in is something you’ll use in your practice, or something that will just sit in your closet. Just because a product has all the research to back it up doesn’t mean it’s a good fit for your practice. But even if it is, you have to put in the time to learn to use it effectively, and that means training and research.

“Dentists are gadget oriented and love when something new comes out, but they often buy these new gadgets and then don’t use them,” said Dr. Rhonda Savage, CEO of Miles Global. “That’s what we call true overhead. In looking at the big scheme, if you’re interested in purchasing a product then I would recommend you do the research on it, take classes before jumping in, and make sure it’s a technology you’re going to use.”

A new product that offers an easier, faster way of doing something can generate a lot of excitement and buzz, but that doesn’t mean you should buy it as soon as it hits the shelf.

If you’re thinking of incorporating a new technology into your practice, waiting a few years can not only save you money, but by the time you’re ready to make the investment you’re likely getting a new generation of the product that comes with fewer kinks and growing pains.

Dr. Savage was a practicing dentist for 19 years before taking on her current role, and she said she would typically wait five to eight years before purchasing a major piece of equipment. She wanted to see the technology develop, and that held true when lasers first came out. She was concerned about the laser’s control of heat and depth of the cut when they first hit the dental market, so she waited to see how the technology would be refined before adding the technology to her practice.

The wait time doesn’t have to be as long if you’re talking about materials. Dr. Savage recommends buying new bonding systems or composites after reviews are available by reputable sources. That way, you can get a feel for dentist satisfaction and the material’s level of failure before you use it in a patient’s mouth.

“There are other products I put into place right away. As an example, there are companies that can help your staff confirm appointments, allow patients to pay bills online and also confirm appointments via text and e-mail,” Dr. Savage said. “There are so many different ways we can work with our patients, and those are technologies I jumped right into. I see no harm. The ones I didn’t jump into are the ones where there was a possibility of risk for the patient.”

While it’s great to listen to KOLs talk about the benefits of the products they’re using and to get a feel for what your colleagues think, remember product purchasing decisions ultimately come down to what’s going to work best for your practice. Don’t just go to one source for your information; just because you heard one KOL talk about his product experience doesn’t mean you have the whole picture.

“If you’re going to look at a product in the market, look at who’s talking about this product and how are they compensated. That’s the first thing you want to know,” Yakassaid. “Have your peers looked at it? What do they think? If a product is failing in one way or another, many people are out there talking about it. While seminars and KOLs may not be mentioning it, it could be something as simple as poor instructions or a technique issue. In our evaluation process, we have learned to identify those areas early on and share it with the manufacturer so they don’t hear it from distributors or sales reps getting returns. ”

And while brand loyalty can be great, especially if you’ve found companies and products you trust, don’t let that keep you from checking out new products. Look at products based on what they can do for your patients, and consider what a new product brings to the market and how it’s improved over previous versions or other products in the category.

At the end of all the research and all the wait and see, it all comes down to the patient and making sure the products you invest in meet their oral health needs. That is worth the time it takes to ensure you make the right decision.

It all can be a bit overwhelming. It seems like there’s always some new product to try, adding to the other countless options you already had. While innovation and new product development is great for the industry and your patients, it can be difficult for you and your team members to know what’s up to par, and what products are best suited for your patients and your practice.

Who can you trust?

	The Lab 2000 Inc. is one of the largest female-owned dental laboratories in the country. Dena Lanier opened this Georgia-based crown and bridge lab in 1995, and Dennis Lanier, CDT, has served as the lab’s General Manager from the beginning. The Lab 2000 has 27 employees.

	Whip Mix’s Xcavator automated divesting unit is designed to drastically reduce and streamline divesting time. Compatible with any vacuum system and small enough to sit on the bench top, it cuts the two most common ring sizes (100 and 200 gram) without damage to the coping or framework. In addition, rings can be cut while still hot, saving even more time. The unit features calibration to ring size to ensure consistent cutting, variable speeds for proper depth of cut and a clear cover to visually monitor the cutting process.

	Dena and Dennis Lanier do a lot of Ivoclar e.max restorations in their lab, and even though milling is an option, they always press theirs for a stronger, more translucent result. The problem? They found their skilled technicians were spending a lot of time hand sandblasting investment off the pressings, taking them away from the work they were hired to do. That all changed a few years ago when Whip Mix introduced the Xcavator automated divesting unit, and the Laniers decided to give it a try.

	“In the economy now you can’t have people who are doing odd jobs. You have to have people who are cross-trained,” Dennis Lanier said. “If a skilled technician is sandblasting and doing a lower job, you’re losing money.”

	Whip Mix is big on LEAN manufacturing, Dennis Lanier said, and a company representative came to the Lab 2000 to talk about their processes and becoming more efficient. The Xcavator fits into that model perfectly. All of the Lab 2000 employees know how to work this easy-to-use divesting unit, so the skilled technicians don’t have to. Beyond that, the machine does the job quickly and more efficiently than anyone can do by hand. In fact, it completes the job in about half the time as it would take someone to hand sandblast.

	“It’s basically a supercharged sandblaster, but as you can tell I’m sold on the Xcavator,” he said. “Anytime we can get the machines to help us out with a job better and be more efficient, then I’m on board with it.”

	Before the Xcavator, when a hot ring was pulled out of a furnace, it would have to sit and cool before it could be sandblasted, he said. Now, any employee can take the hot ring out, put it in the machine and push the delay button. Eight minutes later it kicks on to divest it.

	“It takes one step-pulling it out of the furnace, putting it in the machine, pushing the button and it’s done. The light goes off to show when it’s ready to go,”

	Dennis Lanier  said. “It’s a real time savings and it pushes your work through faster. My clients use (on average) 3.1 labs, so everybody uses different labs, but they will be more inclined to use mine if I can push work through quicker. It’s made a big difference with production.”

	Not only is using the machine quicker and more efficient than having the technicians sandblasting, it’s cleaner and safer, too, he said. Instead of pressing the traditional way, The Lab 2000 employees just push a button and walk away. And the machine won’t work if the suction isn’t adequate.

	The Laniers haven’t had any problems with the unit since they began using it a few years ago. As long as you keep it clean and follow the manufacturer guidelines, this easy-to-use machine will make your lab more efficient, and that means the ability to up your workload. Beyond that, it will help you ensure your technicians are enjoying what they do.

	“From an owner point of view, I have to keep my technicians happy and none of them are happy if they’re hand sandblasting,” he said. “That’s the worst job out there. As we get more pressing things that need sandblasting, that would require more of them to do a lesser job. If that machine goes down, I’d have another one in there the next day. I’d have people wanting to leave if I didn’t.”

 The Lab  The Lab 2000 Inc. is one of the largest female-owned dental laboratories in the country. Dena Lanier opened this Georgia-based crown and bridge lab in 1995, and Dennis Lanier, CDT, has served as the lab’s General Manager from the beginning. The Lab 2000 has 27 employees.  The Product

Real Time ROI: Whip Mix’s Xcavator

	In the April issue of Dental Products Report, Patrick Crowley, author of Dental Office Design: 1001 Practical Tips for Creating your Ideal Dental Office, 

 the best space possible in your treatment rooms. Here, Emily Brooks, Product Manager - Lights, Cabinetry for Pelton & Crane, offers more tips for dentists who are planning to add new office furniture or cabinetry to their practice. 

	DPR: What should clinicians consider when deciding on furniture and cabinetry for their practice?

	Brooks: Efficiency, ergonomics and esthetics are all important factors in choosing operatory furniture. Making the most of your practice starts in each operatory– it’s important to ensure that each cabinet has the right storage layout for the way you practice dentistry. The more efficient your operatory is set up, the more efficient you can be. Ergonomics plays into this as well – the less movements you have to make in-procedure, the better. Lastly, it’s important to remember your office reflects your image. Operatory furniture should help create a relaxing, comfortable environment for your patients.

	DPR: What are common mistakes clinicians make when choosing operatory furniture and cabinetry, and how can they be avoided?

	Brooks: Sacrificing quality for price is a pitfall to avoid. Giving up efficiency, ergonomics or esthetics for a low price point can actually end up costing clinicians more in the long run. Quality is critical – it ensures longevity and that clinicians are projecting the desired image. Certified dental grade cabinet manufacturers have the true expertise needed to develop and build cabinetry that will be durable, functional and visually appealing.

	DPR: How important is furniture and cabinetry to the personality of the practice?

	Brooks: Furniture and cabinetry are a direct expression of the practice’s personality.  It’s important to consider the image you want to reflect when making these choices.  Choosing cabinetry that is functional and beautiful ensures clinicians are reaping the benefits of ergonomic storage, and projecting an image of professional excellence to patients.

	DPR: What are the benefits of some of the offerings from Pelton & Crane? How do these products stand out from the competition?

	Brooks: Pelton & Crane focuses on creating high-quality cabinets that provide both functionality and design appeal. The Renaissance Collection of dental cabinetry completely embodies the principles of efficiency and ergonomics in the operatory, and delivers an esthetic look unlike any other dental cabinet on the market.  Contours and smooth lines contribute to a modern, spa-like feel, while clever storage options ensure all operatory space is maximized.  Technology integration is another critical element in today’s world – the Renaissance Collection allows clinicians to ergonomically place monitors and access USB ports; enabling state-of-the-art, patient-side technology. The furniture you choose reflects the standard of clinical care you provide, and the Renaissance Collection reflects a standard of excellence.

	DPR: What are some of the common questions you get from clinicians who are looking to make a change to operatory furniture or cabinetry?

	Brooks: Questions around which configurations and operatory layouts work well are common. It is important to understand the operatory workflow of a practice before configuring new cabinetry. Each practice has different needs and priorities – as a manufacturer, it’s important to not just have options, but to have relevant options. It is critical to have the right storage and delivery features available so cabinets can be tailored to a specific practice’s workflow.

	DPR: Is there anything else you’d like to mention that we haven’t hit on?

	Brooks: This is Pelton & Crane’s 112th year in business – we continue to build our foundation of experience by staying innovative and in touch with what our customers need. Reflecting excellence in clinical care is key to our customers’ success, and Pelton & Crane is committed to supporting that goal. The Renaissance Collection of dental cabinetry is proof of that commitment.

 In the April issue of Dental Products Report, Patrick Crowley, author of Dental Office Design: 1001 Practical Tips for Creating your Ideal Dental Office, gave you advice to help you design the best space possible in your treatment rooms. Here, Emily Brooks, Product Manager - Lights, Cabinetry for Pelton & Crane, offers more tips for dentists who are planning to add new office furniture or cabinetry to their practice. 

Time for a new look?

	Your patients don’t care about your production goals. They don’t want to hear about the great products and services you can offer them if those offerings don’t fit in with their overall goals. And they certainly don’t want to feel like you’re trying to sell them something.
	
	If you and your team members take the salesman approach to dentistry, your practice likely struggles with case acceptance. Patients tend to turn off when you or a hygienist starts talking about how great whitening can be for their smile when they have zero interest in getting it done. And that’s not to say you shouldn’t educate your patients about the many great services your practice offers-you should. You just have to remember it isn’t about what you want and what’s best for your practice; it’s about what your patients want and how you can help them get there.
	
	

	Whether it’s an advertisement touting how a product can help you sell beautiful smiles or a journal article telling you how to use a certain technique to sell a more expensive treatment plan to a patient, there are a lot of materials designed to teach clinicians how to make the sale, said Dr. Ann Boyle, Dean of the Southern Illinois University School of Dental Medicine. While it might be easy to get caught up in that, selling products or services to your patients, whether they need them or not, should never be your No. 1 focus.
	
	Even though you’re a health care provider, you’re also running a business, and that can make it easy to lose focus on what’s most important. And yes, you have to make money to pay for your staff as well as the equipment and materials you need to provide your patients with the best possible care. This creates a conflict of interest, knowing that your job is to provide that care but also realizing you have to think about the profit margin on any given service you provide. This can be a difficult line to walk, but in the end you have to put your patients’ needs first.
	
	“We’re always going to have that conflict of interest, but what we have to do is keep in mind that the patient view of us is that we are going to make decisions that are in their best interest, not our best interest,” Dr. Boyle said. “Their view of us is not the same as their view of a salesperson. If they start to sense we are trying to sell things because of how we approach telling them about their care options, they’re going to trust us less.”

	It is your job to educate your patients, to make   sure they know about any dental problems they have and what can be done to fix those problems. But when you charge staff members with selling a certain product to patients, and offer rewards for each sale they make, that’s when you’ve moved from educating to selling, Dr. Boyle said. The discussion in the office should be centered around what type of care your practice can provide, not how many implants can we sell this week or how many patients can we get to try this product, even if they don’t need it.
	
	“The difference is in the language,” Dr. Boyle said. “We need to advise patients on their choices, but when we start using the language of a salesman to do it, we change who we are in the eyes of our patients.”
	
	

	Before you can talk to patients about some of the elective services you offer without it seeming like a sales pitch, you have to know what they want. The only way to know what your patients want is to ask. In about 10 minutes, you can use the new patient interview to find out what your patients expect, what their goals are and what motivates them, said Robert Spiel, MBA, of Spiel Consulting. This interview can be the start to building a relationship that includes trust. And the more your patients trust you and feel like you’re truly on their side, the more likely they’ll be to accept treatment.
	
	“Take the time to ask the patient, ‘What are your goals? What have your prior experiences been? Why are you here?,” Spiel said. “Get to know them in general. That can help you truly understand how to present treatment as well, if you really know the patient and his or her desires.”
	
	When you find out what the patient's goals are, you can ask questions that coincide with those goals, said Penny Reed Limoli, owner of the Reed Limoli Group. By asking  questions, you’re essentially getting permission to talk about products and services that can help your patients reach their oral health goals. And if you focus on their wants and needs, they’re a lot less likely to become irritated than if you try to tell them, and then sell them, what you think they should want or need.
	
	

	Most people don’t like it when someone tries to sell them something they don’t need. If you notice a patient suddenly becomes quiet or tries to end the conversation with an “I’ll think about it,” that patient probably is feeling a little uncomfortable, maybe even annoyed, and just wants the conversation to be over. This isn’t the time to push, Limoli said. Let these patients know you and your staff are there as a resource should they change their mind, but don’t push by telling them how much better you think they’d look with Lumineers or Invisalign.

	If your tactics become too pushy, you may actually cost yourself money-and patients. People want to buy items and services from people they trust, Spiel said. If it gets to the point where they don’t like or don’t trust you, patients don’t have many reasons to remain loyal.
	
	In general, patients tend to trust health care providers, Dr. Boyle said. They believe they got into the profession for a reason, and that reason is to help people. But if you or your team members focus on selling to them rather than caring for them, that view becomes distorted and your practice becomes a place they really don’t want to be.  
	
	

	Many patients who walk into your office for the first time carry memories of bad dental experiences. Maybe their last dental home was made up of a team that was a little too salesy in their approach to care, or sold them on an expensive service they didn’t particularly want or need. Even though those experiences have nothing to do with you and your practice, these patients may find it difficult to trust any dental professional.
	
	This may seem like a challenge, but Spiel said it’s actually a great opportunity if you take the time to treat these patients the way they should be treated.
	
	If you interact with these patients, ask them questions and put them back in charge of their dental care, they’re going to notice and appreciate your efforts. These patients are great prospects, and you have the opportunity to win them back.
	
	“If you’ve ever driven a car that’s really a lemon and then you get a new car you absolutely love, you go around and tell all your friends,” Spiel said. “The same thing happens with providers. But without asking your new patients questions, you’ll never know what their experience was like. You’ll never know what land mines to avoid.”
	
	So how do you win them back? Provide good dental care, Dr. Boyle said. Do a comprehensive exam and tell them what you’ve found. Give them their options, complete with how much it costs, what it involves, benefits, long-term prognosis, possible side effects and how long it takes. Talk with them and give them the information they need so they can determine which option best fits their goals and their lifestyle.
	
	“The choice is theirs, you just give them the information,” Dr. Boyle said. “We have an obligation to educate patients on their choices. There are many things that present as problems in the dental office that have optional ways they can be treated. You’re not pushing patients in any direction, but giving the pros and cons of each treatment option and then they make a decision that factors in money, time and what their goals are for their mouth.”
	
	

	If you simply focus on selling to your patients, you’re not building relationships. If you’re not building relationships, you don’t know what your patients want. And when it comes down to it, the practices with the most case acceptance are the practices that are good at asking questions and focusing on what their patients want, Limoli said. It’s the dentists and staff members who act as coaches rather than salesmen who are the most successful.
	
	“Whether it’s an in-office case presentation or a follow-up phone call, you have to focus on the relationship, not the treatment they need or the dollar amount,” Limoli said. “We think patients get irritated by a sales pitch, but what it really means is we stopped focusing on what they wanted and started focusing on what we wanted in terms of production. Ultimately you win short and long term when you can bear that in mind and say, ‘Hey I may be the doctor and the only one who can tell you exactly what’s broken and the best way to fix it, but you’re in the driver’s seat. Where do you want to be next year or in the next five years?’ Again it’s more focused on the relationship than on this patient needs two crowns so I’m going to call him up.”
	 

 Your patients don’t care about your production goals. They don’t want to hear about the great products and services you can offer them if those offerings don’t fit in with their overall goals. And they certainly don’t want to feel like you’re trying to sell them something.

Are you too much of a car salesman?

Whether you’re buying a new space or planning a major renovation at your lab, there’s plenty to think about before you get started. From the size of the space to how everything will flow, you’ll have to make some important decisions before the work can be done.

This process can be a bit intimidating, but it doesn’t have to be. We recently talked with Denice Murphy, founder of Funktional Design Group, about what it takes to create an efficient lab space. She’s been designing dental labs and dental offices since 2007.

 When opening a lab, what should you think about when choosing a space?

 First, I have them go through what happens to a case when it comes through the door, especially if we’re working on a new building or doing a major reconstruction. I ask them how they process their cases and where they go in each step. Then we try to place everything in the space so people aren’t back tracking. That saves a lot of time and is a nice LEAN procedure. It’s much more efficient if you’re not moving back and forth. It usually ends up making a big “U” shape. I also try to make sure when patients come in they come into a nice area with natural lighting and that they don’t have to go through the rest of the lab.

From there we come up with three or four different options. They pick out which ones they like and then we refine. Sometimes you can’t get the perfect flow because you need plumbing in this area and venting in other areas but we try to get as close to that U shape as we possibly can.
	Materials and finishes are important as well. Do you have the right flooring for each area, do you have right counter tops, the right colors? Some lab owners want a hard surface flooring in the lab area and others like carpeting. I stress to put carpeting in the area where you’re making the crowns so they won’t break if dropped.

The key is to create a functional LEAN space that looks nice. This is where people spend so many hours of their lives. If you can make it nice, people will work much more efficiently and it will be a happier place.

 How long does the planning process typically take?

 It varies from client to client. Some have come to me before buying a space to make sure the space they like is adequate and they’re not locked into something that might not work. That’s ideal. But if they already have the space it’s a good month or two to plan, depending on how quickly they work out what they want to do. Some clients have a hard time envisioning the space. I can build a 3D model on the computer, and that really helps my clients see if they need a bigger space, if they’re wasting space or they need a counter top to be more efficient. This takes extra time but saves money in the long run. It’s much easier to make changes at this stage than after you start building.

 What is the biggest challenge in creating the right space?

 Balancing the budget you have with what you want. This is the No. 1 thing I tell clients. Dream the perfect lab and don’t worry about budget in the beginning. Then apply your budget to your perfect lab. You are probably going to take things out, but at least you’re taking them out at a conscious level. Don’t assume you can’t afford something. It would be worse to build your lab and then find out later you could have afforded something you took out and it was something you really want. And remember, you can plan for additions. If you just dismiss it you may not have space for it later.

Another key is technology is changing. What a dental lab looks like now will be different 5, 10, 20 years from now. You have to plan for the future. So much more is digital so you have to have space for all those things. Don’t just design for now but think down the road.

Your lab, your design plan

	Maybe they’re still trying to find the nerve to ask their crush out, or maybe their Valentine’s Day date is already set. Either way, your patients want to look their best come Feb. 14. Luckily for them, you can help.

	A brighter smile and fresher breath can be a real confidence booster, regardless of the occasion. But your patients may not be thinking beyond what they’re going to wear for their big date. Here’s how you and your team members can talk with your patients about the cosmetic services that will enhance their smile and give them the confidence they need to make this Valentine’s Day one to remember.

	No matter what time of year it is, it’s a good idea to simply ask your patients if they’re happy with the color of their teeth, said Dr. Hugh Flax, President Elect of the American Academy of Cosmetic Dentistry. If they say no, ask them what they’re unhappy with and then start talking about color.

	But remember it’s not about pressuring them into whitening their teeth for Valentine’s Day or any special occasion they have coming up. It’s about finding out what your patients are looking for in their smile and doing what you can to help get them there. Asking the right questions is the best way to get the conversation started and get your patients thinking about their cosmetic options.

	“You learn more about your patients by asking questions rather than telling them what they need,” Dr. Flax said. “It’s just human nature. People don’t want to be told what they need, but they want to have what they want. It’s just like everything in life. When people feel like it was their idea, they’re much more engaged in the conversation.”

	Many of your patients probably have at least thought about whitening their teeth, or maybe they’ve even done it in the past and haven’t thought much about it since. Regardless of their whitening experience, they might not be aware of just how much brighter their smile can be. That’s where the shade guide comes in.

	You don’t need to grab the shade guide for every hygiene visit, but it doesn’t hurt to take a tooth shade on every patient about once a year, said Penny Reed Limoli, owner of the Reed Limoli Group. Let your patients hold the shade guide and the mirror. Give them a chance to really see where they are and where they could go. They might not realize just how dark their teeth have gotten, and seeing it may be the motivation they need to talk about their whitening options.

	And even if it doesn’t prompt them to inquire about whitening then and there, it might lead to a discussion down the road, Limoli said.

	“It’s not only for an immediate response, but it just plants those seeds in their mind,” Limoli said. “And it’s very inexpensive to do. Those shade guides are low tech but they’re very effective. I would have one in every room, not just the hygiene room.”

	Every time a patient comes in for a hygiene visit, get out your intraoral camera, Limoli said. That way, patients can actually see what’s going on in their mouth, which makes them more likely to ask you how they can fix any problems they see. Most dentists don’t use this tool nearly enough, but it’s a great way to get a conversation about cosmetics started.

	“Patients don’t routinely see what’s going on,” Limoli said. “If we can help them identify an issue, that’s helpful.”

	Digital imaging is another great way to get patients interested in cosmetic services, Limoli said. If you show them what they would look like with a new smile, they’re more likely to think about getting it done. The smile design itself isn’t something you can get done for them before Valentine’s Day, but if you offer free imaging as part of a Valentine’s Day promotion, they may decide to get it done for that wedding or class reunion coming up later this year.

	Bad breath is one of the last things your patients want to worry about during their romantic evening, Limoli said. Don’t be afraid to ask your patients if they’re happy with their breath or if they’ve ever had any concerns about it. Have products on hand designed to test and help treat bad breath problems.

	Remember bad breath may be a sign of gum disease or other health issues, such as stomach problems, that may need to be referred to their family physician. But even if it’s not a sign of a bigger problem, it’s not going to do your patients any favors if they don't have fresh breath when they’re out on a date.

	“What’s funny is people don’t think twice about getting a new outfit or getting their hair or nails done, but if their breath is bad it’s not really helping in the Valentine’s Day success department,” Limoli said.

	Internal marketing is a great start, but external marketing also is important. This is a great time to offer reduced price whitening, a whitening/fresh breath combination package, or a gift certificate to a local restaurant for patients who whiten between certain dates, Limoli said. Use your e-newsletter to get patients involved and excited about the prospect of whitening or looking into other services. Have them send in stories about how they met their spouse or about a bad date experience. Then have a drawing for some sort of gift certificate or maybe a reduced-price (or even free) service.

	A little whitening and fresh breath can go a long way in making your patients feel confident and happy about their smiles. Snap-On Smile, temporaries and even some cosmetic contouring are other quick services that can help get your patients ready for their big night.

	"Many times a smile can be rejuvenated with bonding and contouring to conservatively enhance the shapes of the teeth," Dr. Flax said. "Conservative laser technology can improve the frame and shapes around the gums as well. Also, if appropriate in your state, lip and perioral augmentation can boost the outline around a smile"

	No matter what procedure they choose, your patients are going to feel more attractive with an improved smile, Dr. Flax said. And if your patients are already getting other services done, whitening can be what Dr. Flax described as the “icing on the cake.”

	“When you reflect more light and white from your mouth, it’s more attractive,” Dr. Flax said. “And that’s been bolstered by the media’s emphasis on whiter teeth and improvements in people’s appearance.”

	Valentine’s Day isn’t the only day of the year your patients want to look their best. With summer not that far off, many of your patients are thinking about weddings they’re in, vacations they’re taking or reunions they’re attending, and those are all occasions that might call for some cosmetics. Talking with them about their cosmetic wants now may prompt them to think about going for it in the future. It all starts with you and your team members asking the right questions.

	“Ask your patients what is most important to them about their smile and their overall oral health,” Limoli said. “Help them say ‘I’ve always wished I could be more proud of my smile.’”

	 Renee Knight is a senior editor for DPR. Contact her at 

 Maybe they’re still trying to find the nerve to ask their crush out, or maybe their Valentine’s Day date is already set. Either way, your patients want to look their best come Feb. 14. Luckily for them, you can help.

Help your patients get a date

	It doesn’t matter if you’re starting from scratch or re-doing an existing office, when you’re ready to add operatory furniture and cabinetry to your practice, you need a plan.

	You need to think about everything from the types of hinges you’re going to use to the colors your cabinets should be. This is a project with hundreds of options and decisions to make. It’s a confusing time, yet a rewarding time knowing you’re designing a space that will make you, your team and your patients happy. And you don’t have to do it alone. There are experts like Patrick Crowley, author of Dental Office Design: 1001 Practical Tips for Creating Your Ideal Dental Office, who can help. He’s worked with dentists for 25 years, designing and building more than 650 dental offices nationwide. Here, he offers advice to help get you to that office you’ve always wanted.
	
	Q: What do you talk about with clients at the beginning of the process? 
	A: We go through a series of questions, starting with the delivery system, who’s using the computer and what type of equipment will be in the room. This is the time we can make a large impact on the practice and can design the room exactly how the dentist wants to use the room. We ask them what equipment they’re going to store to find out what power requirements they’ll need inside the cabinetry. We’d rather not have the client say ‘Oh by the way I need xyz’ at the end because that’s when the budget can get out of whack.

	We also look at the budget for cabinetry. It can be expensive, so we need to find out what best fits the needs for the doctor and the practice. We also determine how much they need. Do they want them on the doctor’s side, on the assistant’s side, and do they need cabinetry at 12 o’clock or the rear position? And then we start looking at the sink location. This gives us a great framework to design the cabinetry. It really needs to be designed to the inch. We want all treatment rooms designed equally for maximum efficiency. 
	
	Q: What are some common recommendations that you make to clients? 
	A: One thing we tell all of our clients is to avoid cabinets purchased from local lumber yards. They are not designed for the daily wear and tear of a dental office. They’re also not the correct height or depth for the operator, and it’s important for cabinets to match the equipment and be designed for the treatment room’s height and depth. We also want to make sure we use quality hinges. The cabinets are going to be opened and closed continually throughout the day. We tell our clients to avoid touch latch doors.

	They’re always the largest source of complaints in service calls.
	If the budget allows, we also recommend solid surface counter tops such as Corian. Corian gives you a seamless sink and backsplash, which means it’s easy to clean. And don’t use a really dark color because it will show scratches.

	There are so many small details to take into consideration. We like to use under cabinet lighting when we can. Everyone should install through the counter waste drops. If there’s equipment in the cabinetry we recommend a pullout shelf for easy access. If there’s a computer in the cabinetry we want to make sure it’s well ventilated. We like to use glass or Plexiglas panels in the door and we want to make sure cabinets have adjustable shelving inside. We want as much flexibility as possible.
	
	Q: What does this mean for ergonomics?   
	A: We design the room for maximum production and efficiency, which means we don’t want cabinetry too far away from the doctor. He shouldn’t have to stop, roll in the chair and reach for supplies. That’s why pull out shelves work so well, or movable tops for work surfaces for the assistant. We want to make sure it works ergonomically for the doctor and try to keep everything within arm’s length.
	
	Q: What’s the biggest mistake doctors make during this process?
	A: Following a false budget based on a well-intentioned but inaccurate budget number from a real estate broker, dental supply company rep, an inexperienced designer or builder, even from a fellow dentist. The other one is working with incomplete drawings and incomplete specifications.
	
	Q: How much time should doctors put into the planning process? 
	A: The planning process should take longer than the construction process. It should be all encompassing. Decisions need to be made prior to construction, because that’s how you get the best construction process.
	
	Visit dentalofficedesignbook.com for more tips. For a Web Exclusive on common design mistakes, as well as an exclusive Q&A with Pelton & Crane, visit 

 It doesn’t matter if you’re starting from scratch or re-doing an existing office, when you’re ready to add operatory furniture and cabinetry to your practice, you need a plan.

Your design plan

	It’s easy. It’s painless. It doesn’t cost your patients anything extra, but this simple test can tell you so much about what is going on with them-both in their mouth and their entire body-so you can determine the best way to treat any problems.
	
	Chicago dentist Dr. Raymond Hatland has used Kinesiology as a guideline for diagnosing and treating his patients for 36 years. We recently talked with him about what it is, how it can be used in a dental practice and how it can benefit patients. Here’s what he had to say:
	
	

DPR: What exactly is Kinesiology and how can it be used in dentistry?

 Kinesiology in dentistry is mostly a testing system to find out what’s going on underneath in the energy system itself. We don’t really have a sense of that. Everything affects the energy system but the energy system also affects everything else. Trying to find out what’s happening to the energy system is a way to find out some of the reasons why people get sick and how dentistry can affect the patient’s health positively or negatively.
	
	

 The simplest and most frequent thing I do is to test the stress levels from a person’s biting. I have the person close together and see if that’s setting up a disturbance in the energy system. I have the patient start with his jaws apart and then I test a muscle, any muscle that’s strong. It could be an arm or fingers or a hand. Then I have the patient close together firmly, and then I see if there’s a drop in the strength of the muscle. If there is, the arm will go down with little pressure. What that indicates is there are a number of muscles all the way down the spine getting very tense and out of balance just because the person put his teeth together. It’s this tension along the spine and a few other places that produces the drop in the energy flow. And then you see the drop in the strength of the muscle, which is temporary. The more tension you have in the body the more restricted the life flow is in the body. The more restricted the life flow the more susceptible we are to discomfort, pain, diseases, things like that.
	
	

DPR: Is this something you do with every patient?

No, just patients who are presenting with certain problems or something suspicious that I see from either wear patterns or if they’re coming in with specific complaints that indicate they have a compression disorder. These are always stress related, stress induced and many times habitual since childhood. Modern day stresses build up and have an accumulative effect. I’ve send kids 3 or 4 years old clenching and grinding away. Maybe that’s from stress in the digestive system and that habit continues throughout life. A lot of what I do is try to stop that and to get the patient to be able to get control of what’s going on. Once that happens there is a marvelous effect on the patient’s whole sense of well being.
	
	

DPR: How did you get involved with Kinesiology?

 I’ve always been fascinated by why some people get sick with this and some people get sick with that. It’s all very mysterious. I was always trying to find out what is the reason or cause behind different manifestations of disease. I went to Yoga and did mediation for a number of years before I learned about Kinesiology so I knew the energy system had a lot to do with it. Kinesiology helps us discover what’s actually happening inside the body and why. Using the energy system to find out the problem doesn’t mean it’s the energy system that’s the cause. It can be structural imbalances or chemicals or smoking or toxins or bacteria and infections. You can start to find out what’s actually happening so you can apply the proper remedies for the situation. You can find a tremendous amount of inside information that the patient may or may not have any awareness of.
	
	

DPR: How do you describe it to your patients?

You present it as a stress test. Then I ask if they’ve heard of the Accupunture meridian energy system. Almost all patients have. It doesn’t hurt and it’s quick. And in some ways, to find out the same information it would cost $500 to $1,000 to do it biochemically. So hey, it’s quick, efficient and painless and you get some really good inside information. But know there are things to watch out for. You can get fooled. You want to go at it with some training and play with it in a non patient situation first before you actually do it. There’s a certain amount of confidence one has to have.  
	
	

DPR: How can dentists get involved with this?

 You have to take courses. You need to find somebody who’s doing it successfully and has a good model working. I’m not sure how many dental courses there are right now. You might need to go into the chiropractic levels to get some training in Applied Kinesology or Contact Reflex Anaylasis. I don’t know any dentists teaching it, but I know a lot of dentists who use it. It’s just a way to help guide the dentist to do what is biologically acceptable for the patient. You’re not just going by a cookbook.
	
	

DPR: Why would you encourage other dentists to incorporate this into their practice?

 One, they’ll become a better dentist. A much more awake dentist. You get to be more aware of what a patient needs and you can approach it in a gentle way. But you don’t use this as the only way to test something. It’s just one of the tests, but it does really give you a sense of what’s going to be good for the patient. And not just locally but in the whole body.

 It’s easy. It’s painless. It doesn’t cost your patients anything extra, but this simple test can tell you so much about what is going on with them-both in their mouth and their entire body-so you can determine the best way to treat any problems.  Chicago dentist Dr. Raymond Hatland has used Kinesiology as a guideline for diagnosing and treating his patients for 36 years. We recently talked with him about what it is, how it can be used in a dental practice and how it can benefit patients. Here’s what he had to say:

Can using Kinesiology make you a better dentist?

 for the first time are dentally exhausted. They’ve had bad dental experiences in the past and feel like they’ve lost control, that they’re not able to take charge of their own oral health.
	
	That feeling doesn’t last long, said Dr. Steven Koos, an oral surgeon at the practice. The team members at ORA  don’t try to sell these patients treatment. Rather, they empower them to be involved in their own care as a valued member of the team, and encourage them to ask questions and really consider what’s best for their overall health. They follow a wellness-based model of care that includes education, a focus on prevention and integrated therapies such as massage.
	
	Within 8 to 9 months, these patients have a new smile and a new attitude about their dental health and overall well being.

	ORA Studio is an Eco-Dentistry Association™ (

) Gold Certified green dental practice-the first one in Chicago. Dr. Koos and the rest of the team spent a lot of time determining the best products to use and the best design for an environmentally friendly practice, but they also recognized going green isn’t just about changing the products you use and reducing your practice’s waste. It also involves the way you look at patient care, and realizing it’s about more than just teeth. It’s about treating the person as a whole.
	
	

	Wellness-based dentistry has four components: maintaining optimal health and correcting imbalances early or preventing them before they occur; recognizing the interrelationship between systems; use of integrated therapies; and recognizing a healthy physical environment is key to overall well being, said Susan Beck, EDA Director. Incorporating these elements into your practice will not only result in better care for your patients, it will help make them feel more relaxed, even happy, while they’re getting that care.
	
	“This is really where dentistry can start to transform lives,” said Beck, who also is the former office manager at Transcendentist, the first green dental practice. “There are patients who because of values or bad experiences think the dental office is a door that’s closed to them. Dentistry that doesn’t harm the environment and that’s provided in a way that’s respectful and not insulting to their intelligence opens a door that they couldn’t imagine coming into before.”
	
	

	There is a connection between oral health and the rest of the body, said Dr. Fred Pockrass of Transcendentist and co-founder of the EDA, and dentistry as a whole is making the shift from a sickness-based model to a wellness-based model. That’s what patients who come to his California practice are looking for, what they expect. New patients fill out a detailed questionnaire that includes questions about medical conditions, supplements they take, their nutrition and what they do to relieve stress.
	
	The first appointment lasts about 2.5 hours and includes a thorough examination and time to talk with Dr. Pockrass and other team members. Education is a big part of this “new client experience,” which also includes an oral cancer exam, full-mouth probing and diagnostic images.
	
	From the beginning patients know the team at Transcendentist is there to take care of them, not just their teeth, said Ina Pockrass, co-founder of the EDA.
	
	The same is true at Dr. Valerie Woo’s practice in Virginia. At her pediatric practice, she stresses optimal health and prevention. Education is key to getting there, so Dr. Woo and her team at NOVA Pediatric Dentistry & Orthodontics spend a lot of time educating parents about how they can help keep their child’s mouth, and ultimately that child’s body, healthy.
	
	“These elements of care go hand in hand with being green,” Dr. Woo said. “Always seeking to maintain optimal health and always addressing any concerns before they really become an issue is the same thing as being green because we’re considering our environment and seeing how there is a link between a healthy environment and a healthy person. There’s always been a link in terms of your oral well being with your total body wellness. When you have a healthy mouth typically you have a healthy body as well.”
	
	

	Most patients don’t like going to the dentist. But if they know they’re getting a foot massage and some real time to themselves while they’re sitting in the chair, they might change their mind. At Transcendentist, that’s exactly what happens. Patients get color therapy glasses and a blanket to make them feel more relaxed and less exposed. They can listen to soothing music on their iPod. The foot massage they get during the procedure and the pleasant smells that come with aromatherapy make them forget they’re in a dental office. Some of them even fall asleep, Ina Pockrass said, because they’re so relaxed and comfortable.
	
	And that relaxation not only puts the patients more at ease, it enhances the effects of any treatment they get. True healing can only occur when a patient is in a deep state of relaxation, Dr. Pockrass said, a philosophy he and his staff members practice by.
	
	“You’re going to lie in a dental chair for an hour, so why not turn that hour into a relaxation experience?,” Dr. Pockrass said. “Most people feel like they have to be focused to help you get through the procedure. We’re saying you are allowed to totally relax.”
	
	

	That type of attention, that type of experience will make your patients want to come see you-and want to tell their family and friends about what a great experience they had. You won’t have to ask your patients to recommend you to others looking for a dental home. They’ll basically do your marketing for you.
	
	Beyond that, patients who are concerned about their overall health aren’t going to start cancelling dental appointments because the economy is bad, Beck said. They’ll make cuts elsewhere, and they’ll stay loyal to a practice that holds the same beliefs and values as they do. The wellness approach helps you create a bond with your patients, who feel like they are your only focus during their time at your office.
	
	“People are excited to come to the dentist when they consider it to be a healing experience,” Beck said. “When people come to cleanings, our hygienist touches them on the shoulder and says ‘you have some time for yourself right now, take this time and relax. Put on the color therapy glasses, close your eyes, listen to some music and take this time to rejuvenate yourself.’ That’s how our patients experience their dental appointment, as a time to step away from their busy lives and to be cared for. That’s the experience we provide and that’s what they share with their friends.”
	
	

	Going green and the wellness-based model doesn’t end inside your practice. It should carry over to the community you serve. Remember the steps you take toward a green, wellness-based practice only means good things for the health of everyone in your community.
	
	But it goes the other way, too. If you’re producing a lot of waste and pollutants, you’re not doing your community any favors. You have to be aware of the physical environment and how it affects overall health and well being, Beck said.
	
	If possible, it’s a great idea to work with your community on green initiatives. Dr. Woo first became interested in the green movement because the county she lives in challenged local business owners to go green. Because of that, it’s easy for her to find local companies to work with. So she’s not only helping her community stay physically healthy, she’s providing some financial support as well.
	
	

	These types of things-providing education, looking at patients as a whole person and being environmentally conscious should be a natural part of what dentists do. Clinicians need to take a step back and think about what they’re already doing to be more green and what they can do to take it even further to benefit their patients, their community and their practice.  
	
	“As dentists we can be wasteful in our procedures, and it’s actually easy to try to be more green,” Dr. Woo said. “And because we help our community and are servants to our community, we should be stewards of our environment as well. We as clinicians promote wellness and should in turn promote wellness in our environment.”
	 

 Many patients who walk into ORA Dental Studio for the first time are dentally exhausted. They’ve had bad dental experiences in the past and feel like they’ve lost control, that they’re not able to take charge of their own oral health.