In this transcript, dentist‑consultant Rick Kushner outlines a comprehensive framework for running a high‑performing dental practice. He begins by stating five core priorities—family‑like quality of care, painless treatment, on‑time appointments, reliable payment collection, and continuous patient care—and adds a sixth goal of cost‑efficient, pleasant operations. He describes how the practice monitors these goals through regular staff scorecards. The talk then delves into patient‑relations tactics: handling missed appointments without scolding or fees, using personal post‑operative phone calls, maintaining a "care list" for 3‑5‑day follow‑ups, and conducting patient‑exit interviews to retain dissatisfied patients. Kushner advocates for a dedicated patient‑relations specialist who manages thank‑you notes, referral gifts, birthday cards, holiday greetings (outside December), and office ambience. He stresses the importance of converting emergency calls into full new‑patient exams, keeping emergency fees low, and never completing definitive procedures (e.g., root canals) before a comprehensive diagnosis. Throughout, he emphasizes consistent communication, data‑driven conversion tracking, and a culture that treats every patient as a valued family member.
Topics
Five Core Practice Priorities and the Sixth Cost‑Efficiency Goal
Defines the practice's mission statement: family‑like quality, painless care, on‑time appointments, payment collection, continuing care, plus cost‑efficient, pleasant operations.
Staff Scorecards and Quarterly Self‑Assessment
Explains the quarterly staff meeting where the team grades itself on the five (or six) priorities using a 1‑10 scale.
Compassionate Management of Missed Appointments
Outlines a non‑punitive approach: contact the patient after each missed visit, express disappointment without scolding, avoid charging, and overbook only after repeated failures.
Personal Post‑Op Phone Calls and the Care List
Advocates that the dentist personally calls patients who received injections, and maintains a "care list" for 3‑5‑day follow‑ups on complex cases (wisdom teeth, bridges, dentures).
Patient Exit Interviews for Retention
Describes a face‑to‑face or phone interview when a patient wants to leave, focusing on uncovering the issue, apologizing, promising corrective action, and leaving the door open for return.
Dedicated Patient‑Relations Specialist Role
Details a staff position responsible for thank‑you notes, referral gifts, birthday/holiday cards (excluding December), care‑list management, office ambience, and occasional patient hospitality.
Emergency Call Workflow and Conversion Metric
Defines the process for handling emergency calls: treat the acute issue quickly, aim to convert the visit into a full new‑patient exam, track conversion percentage (target ~80%).
Low‑Fee Emergency Policy and Payment Handling
Recommends charging a modest $15‑$25 for emergency visits, collecting payment on the follow‑up exam, and using non‑payment as a signal to reassess patient suitability.