SMART Hygienics: How Focused Protocols Can Increase Clinical

Productivity and Profits…for Everyone!

Timothy M. Bizga, DDS, FAGD

www.2thLectures.com

Live Polling

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ABOUT ME

The 30,000Ft View

• 89% of patient experience is with Hygienists

• Everything Rises and Falls on Leadership

• Everyone communicates, few CONNECT– Teach you to see patterns

• Empowerment of the TEAM

“Tradition is not always a reliable

guide”~Anonymous

M. Vujic Presentation Oct. 2014

Yet they spent…

1.65 Billion

34 Billion

157.5 Billion

Patient types

✓ Never Been to a Dentist

✓Acute needs before

FIXES

Patient types

✓ Dental Phobic

✓Motivated by Pain

Patient types

✓ Last Trip about every 2-5

years

✓No Insurance

✓Be aggressive in

treatment….do not

monitor small things

TREAT

Patient types

✓ Regulars

✓ Learn their preferences

✓Cost Conscience

✓Want the Best

✓Missing teeth

✓Basics and Function First

✓Esthetically driven

What matters to the Patient

• Can I trust you?

• Are you committed to excellence?

• Do you care about me?

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Challenges with Patients

• Time

• Patients don’t tell the whole truth

• We have to marry NEEDS with WANTS

• “A Profession in Transition” ADA paper

Question

• What are people most likely to remember when they leave your office?

– Your technical explanations?

– How they felt about the experience?

1.Know

2.Like

3.TRUST

Rules of Business and Referrals

Which Impresses People More?

Dental School Tx Planning

Perio in School

Perio-Pros Connection

Research Says

• If INITIAL prognosis of PERIO was other than good…Abutment teeth had 9 fold or 830% increase in loss over time

• Probe depths of 6mm or MORE and 30% Full mouth bleeding score are SIGNIFICANT factors for tooth loss

• Perio Patients with Pros Tx are at HIGHER RISK of tooth loss than those without (due to increased biomechanical forces often assoc with prostho)

What is S.M.A.R.T. Hygiene

1. Specific goals for the appointment

2. Measurable objectives

3. Agreed-Upon outcomes

4. Realistic treatment (varies per patient)

5. Timely (efficient)

If I Can Re-Write Your Job Description

• Hygiene– Chief Education Officer

– 89% of Life time patient experience spent with hygienist

• Doctor– Chief Operations Officer

– Tasked with efficiency, effectiveness and encouragement

Progression of Patient Introduction to you and Your practice

➢ Hygiene

– Life blood of a practice

– Only get 5 min tops with patient- NEEDS ANALYSIS

– 3rd Party Validation

– Identify LOW HANGING FRUIT

– Listen, Connect, Simplify

Gone are the days of JUST PROPHIES

• Imagine exams including:

– Occlusion

– Mobility

– Fremitus

– Report findings along with restorative, perio, oral path and diagnostics

You can only treat what you see!

Looking for cracks

The Power of Television

Screenings

20 min of instrumentation

Education

It’s about adding VALUE

Selling the Case

• Find the problems

• How to fix (best way always….let patient choose for themselves)

• What happens if nothing done (informed consent)

• MONEY (always last)

NO

1. I don’t kNOw enough

2. NOT right NOw

• Before great success comes, you will surely meet with TEMPORARY defeat

Treatment Acceptance

• What is the number of days, on average, to case acceptance in a dental office?

69.8 days

Purpose of DISC

1. To help you better understand YOURSELF

2. To help you better understand OTHERS

3. To help you be MORE PRODUCTIVE and have LESS ANXIETY when dealing with people

4. To treat others as they wish to be treated

• The one who knows this information is the one responsible for using it and applying it!!

IQ v PQ

Reserved

Outgoing

First Question

1. Am I more Outgoing, or am I more Reserved?

Understanding Yourself …

Everyone is “wired” differently. To understand yourself better, ask yourself these two questions:

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Understanding Yourself... Traits to look for:

Outgoing / Active

Fast - paced

Involved

Energetic

Optimistic

Positive

Enthusiastic

Reserved/Passive

Slower – paced

Cautious

Concerned

Reluctant

Critical thinking

Discerning

Reserved

Outgoing

Their focus is on talking

things out.

Their focus is on thinking

things through.7

Second Question

2. Am I more Task-oriented or People-Oriented?

Understanding Yourself...

Task-

Oriented

People-

Oriented

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Understanding Yourself … Traits to look for:

Task-Oriented People-Oriented

Form

Function

Programs

Plans

Projects

Process

Relationships

Caring

Sharing

Emotions

Feelings

Friendships

Task-

Oriented

People-

Oriented

Their focus is on getting

things done.

Their focus is on other

people and how they feel.

9

P

E

O

P

LE

RESERVED

OUTGOING

T

A

S

K

Remember: Everyone is a unique blend of these four parts.

When you combine these two ways to divide the circle, you will see that they give

the circle four parts, so you can visualize the four temperament types.

Most people have predictable patterns of behavior. They relate to specific personality styles. There are

four basic personality styles: D, I, S  and C. They are also known as temperaments. They blend together

to determine your unique personality style. The graphic overview of the Four Temperament Model of

Human Behavior will help you understand why you often feel, think and act the way you do.

10

Fun Facts

• The overwhelming majority of dentists are

“C-style” personalities

• 85% of hygienists are “IS-style” blends

Dominant

Demanding

Direct

Determined

Decisive

Doer

Director

Dogmatic

Dreamer

Diligent

Dynamic

Defiant

The D Type OUTGOING

T

A

S

K

12

Percentage of Population:

Examples:

Basic needs:

10%

Donald Trump, Judge Judy, Dr. Phil, Hillary Clinton

Challenge, Choices and Control

D Types Make Good...

Administrators

Athletes

Boxers

Builders

Business Owners

Coaches

Developers

Directors

Drill Instructors

Entrepreneurs

Executives

Fighter Pilots

Foremen

Government Agents

Law Enforcement Officers

Lawyers

Military / Special Forces

Motivators

News Anchors

Private Investigators

Producers

Race Car Drivers

Real Estate Developers

Sales Managers

Supervisors

Truck Drivers

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The I Type OUTGOING

Inspiring

Influencing

Inducing

Impressive

Interesting

Impressionable

Important

Interchangeable

Interested in People

Imaginative

Impulsive

Illogical

P

E

O

P

L

E

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Percentage of Population:

Examples:

Basic needs:

25% - 30%

Oprah Winfrey, Ellen DeGeneres, Dr. Tim Bizga

Recognition, Approval and Popularity

I Types Make Good...

Actors

Airline Attendants

Auctioneers

Broadcasters

Clowns

Coaches

Comedians

Entertainers

Evangelists

Meeting Planners

Peace Corps Volunteers

Performers

Politicians

Preachers

Public Relations Directors

Public Speakers

Masters of Ceremonies

Radio Personalities

Receptionists

Reporters

Salespeople

Teachers

Telemarketers

Telephone Operators

Travel Agents

Wedding Consultants

16

The S Type

Supportive

Steady

Stable

Secure

Serve

Sweet

Submissive

Shy

Status Quo

Sentimental

Sameness

Sucker

P

E

O

P

L

E

RESERVED

20

Percentage of Population:

Examples:

Basic needs:

30% – 35%

Dr. Martin Luther King Jr., Mother Teresa, Joel Osteen

Appreciation, Security and Assurance

S Types Make Good...

Artists

Child Care Workers

Counselors

Customer Service

Representatives

Department Heads

Diplomats

Flight Attendants

Funeral Directors

Human Resource

Directors

Librarians

Managers

Nurses

Painters

Pharmacists

Pastors

Planners

Real Estate Agents

Researchers

School Teachers

Secretaries

Social Workers

Supervisors

Technicians

Veterinarians

Waiters/Waitresses

20

The C Type

RESERVED

Cautious

Competent

Cognitive

Careful

Calculating

Critical Thinking

Compliance wanting

Conscientious

Correct

Conformist

Consistent

Cold

T

A

S

K

24

Percentage of Population:

Examples:

Basic needs:

20% – 25%

Diane Sawyer, Clint Eastwood, Tiger Woods, Martha Stewart

Quality Answers, Value and Excellence

C Types Make Good...

Accountants

Architects

Artists

Authors

Bankers

Bookkeepers

Composers

Computer Programmers

Consultants

Dentists

Engineers

Finishing Carpenters

Inventors

Lawyers

Librarians

Mechanics

Military Intelligence

Musicians

Philosophers

Photographers

Physicians

Pilots

Professors

Scientists

Surgeons

Teachers

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Quick points

1. D types are “Drivers” and interested in RESULTS and enjoy benefits that solve their problems

2. I types are “Interpersonal” and interested in IMAGE and love recognition

3. S types are “Steady” and interested in most recommended PROCESSES and need reassurance

4. C types are “Idealists” and interested in DETAILS and will validate your statements

• “People want to know the features, but they buy for the benefits.”

– Dr. Jeffery Lant

Thirty Basic Marketing Principles

Meet “Al”

Hunter vs. Farmer

“My crown has been missing for years…”

Old Composites

Patient Assessment

• She is a 62 y.o. female• She is a school teacher that works with special needs

children• Her handshake is very gentle• She has had these same composites for years and has been

indecisive on what to do• What personality profile might she be? DISC• Doctors: How will you go about presenting treatment to

persuade her to accept treatment? Will being pushy help or hurt?

• Hygienists: What can you share with the doctor that can help with this style?

Implants

Patient Assessment

• She is a 28 y.o. female• She consultant for a PR firm• She is highly organized, very particular, and is very well-

dressed when she arrives to appoinments• What personality style might she be? DISC• How might you go about presenting treatment to this

patient? Will she appreciate a well laid out plan of treatment?

• Hygiene, she asks a lot of questions…what information should you know about the process that is valuable to setting up the doctor?

Review of Today

• Understand the market we exist in today

• Use the tools to get the job done faster and better

• Create an overwhelming positive experience in your hygiene program

• Empower your team

• Keep People FIRST

3 Keys to Rising to the Top

1. Work Harder than anyone else

2. Everyday, do something for someone that is not your job

3. Make it a point to DELIGHT, not just satisfy your customers

Contact Info

• Dr. Tim Bizga• Like Dr. Tim Bizga on Facebook

• @DrTimBizga

• 2thLectures.com

• Email: 2thLectures@gmail.com

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