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Starting Out

  1. 1. Starting Out A Young Professional’s Story Researchers Look to Heartland Transitions An Affiliation Story A Tribute to Dr. Otmane Lahlou 4679_02 Smiling Winter 09.indd 1 2/11/09 10:56:40 AM
  2. 2. Ou r Vision To be the leading world-class company in dentistry. O u r M ission To significantly improve the dental health in the communities we serve by delivering the highest quality dental care experience, while providing great careers for all of our team members and adding value to our stakeholders. 4679_02 Smiling Winter 09.indd 2 2/11/09 10:56:40 AM
  3. 3. A MessAge froM the editor · winter 09 Meet Heartland Smiling Magazine Winter, 2009 Dental Care © Heartland Dental Care, Inc. All rights reserved. Reproduction of stories, photographs and advertisements without permission is prohibited. Executive Staff Founder & Chief Executive Officer Rick Workman, DMD Chief Operating Officer The other day We hope you’ll see a company com- Patrick C. Bauer in my brother’s at- mitted to Lifetime Care for our patients, tic, I ran across an improving the health of our communities, Chief Financial Officer old album (that’s providing the highest quality dental care John Slack right, a Long Play- experience and providing great careers ing Vinyl Record). for all of our team members, as well as Executive Vice President of Operations It was the Beatles’ a company that adds value for our stake- Donna Weir first album released holders. Vice Presidents of Operations in the United We believe in doing the right things for Julie Thomas, RDH States, titled Meet our patients for the right reasons in the DeAnn McClain the Beatles. right environment. Sabrina Sennett We couldn’t resist playing it and talking To accomplish that goal, many people about how those early happy and fresh have worked and refined our processes Vice President of Administration Lennon-McCartney tunes rocked our and systems. By staying true to our Chad Thompson world. That album introduced the world course, Heartland has become a success. to a new and different beat, and the Although Heartland Dental Care has Chief Clinical Officer world has never been the same. been around for many years, in some O. Craig Shanteau, DDS Now, we at SMILING magazine invite ways, the “Heartland way” is as fresh and Vice President of Clinical Affairs you to Meet Heartland. different as those early Beatles’ sounds. Samson Liu, DDS, MAGD The purpose of this redesigned quar- We hope you’ll pick up on our rhythm terly magazine is to show you who and and that it resonates with you, too. what Heartland Dental Care is. We hope Editorial Staff you’ll see a dental practice management Who knows? It could rock your world. company dedicated to providing Personal Editor, Director of Marketing Attention for all of our patients and For more information about Heartland Susan Jennings Professional Excellence from all of our visit our website at www.HeartlandDen Art Design team members. To make a comment or ask Andrea Wright We’ll tell our story through the people a question, simply e-mail me at Smiling@ of Heartland—whether in our practices Contributing Photographer or in the home office support team—who Karla Swingler follow our policies and programs and, in turn, realize rewards and success along Susan Jennings, Editor and Director of Contributing Designer the way. Marketing for Heartland Dental Care Alysia Wills Contributing Writer Heartland Dental Care, Inc. is one of the leading dental practice management groups in the United Kaycee Connell States with 230 dental practices located within 12 states. Based in Effingham, Illinois, Heartland provides its dentists and team members with continuing professional education and leadership training along with a variety of management services, which include staffing, human relations, purchasing, administra- tion, financial, marketing and information technology support. For information on Heartland Dental Care career opportunities, call 888-999-3661. For information on joining Heartland Dental Care and practice affiliation, call 877-903-6427. 3 4679_02 Smiling Winter 09.indd 3 2/11/09 10:56:41 AM
  4. 4. Quality Matters. When purchasing a digital sensor, what matters to you? The choice is clear. The Kodak RVG 6100 digital radiography system is the highest resolution sensor on the dental market today. The higher resolution of images you have, the better quality of care you can provide your patients. In addition to the best image quality, our range of sensors offers you a more ergonomic design, greater durability and ultra-high reliability. For more information, call 800.944.6365 or visit We don’t just sell digital sensors; we provide solutions. PracticeWorks ©PracticeWorks SYstems, LLC., 2009. RVG is a trademark of Carestream Health. The Kodak trademark and trade dress are used under license from Kodak. 4679_02 Smiling Winter 09.indd 4 2/11/09 10:56:42 AM
  5. 5. · winter 09 Table of Contents 18 10 12 20 Cover Story Features Departments The Happiness Quotient A Young Professional’s Story Personal Attention Dentists Rank Heartland #1 in Starting Out A Tribute to Dr. Otmane Lahlou ......... 10-11 Quality Experience................. 12-17 A Young Practitioner Finds the Pathway to Success at Rewards & Awards Heartland .......................................9 President’s Club ................20-21 Professional Excellence The Employee Who Researchers Look Thinks Like an Owner to Heartland An Added Benefit of Real-World Experience Heartland’s Employee Stock Key in NYU College of Ownership Plan ......................22-23 Dentistry Study ............................ 18 In Every Issue An Affiliation Story A Warm Welcome & Transitions A Glimpse of Heartland.....6-7 Heartland Eases Successful Dentist’s Retirement Concerns .. 19 Smiles for Miles ................24-25 From the Heart ...................... 26 19 By Dr. Rick Workman 5 4679_02 Smiling Winter 09.indd 5 2/11/09 10:56:46 AM
  6. 6. N e w P r A c t i c e s & o f f i c e L o c At i o N s A Warm Welcome We are proud to welcome into our Heartland Dental Care family the following practices and teams who have recently joined us! Audubon Dental & Farmington Dental Centre We are also pleased Implant Center Germantown, TN McKinney, TX—2 locations to welcome a new Lexington, KY partnership office! Indian Lake Family Dental Raintree Family Dental Care Dickson Dental Hendersonville, TN Lee’s Summit, MO Dental Care for Kids Dickson, TN Marion, IL Liberty Commons Springfield Esthetic Family Dental Care of Family Dental Dental Center Sycamore Liberty Township, OH Springfield, VA Sycamore, IL A Glimpse of Heartland A r i zo n A Bullhead City Lakeland Venice Columbia Crossroads Family Dental The Dentist Place For Kids Comfortable Care Dental Affordable Dentistry Today Nelson Family Dental Village Plaza Dental Designs Venice Island Family Dental Southwoods Centre Dental Care Thunder Mountain Dentistry Largo illinois Danville Dental Care of Largo Logan Avenue Dental Care Flo r i dA Alton North Vermilion Family Dental Altamonte Springs Longwood Affordable Dentistry Today Altamonte Springs Family Dentistry Longwood Family Dentistry College Avenue Family Dentistry DeKalb Lakeside Family Dentistry DeKalb Dental Group Ocala Belleville Bonita Springs The Dentist Place of Ocala Affordable Dentistry Today—Belleville East Alton A Beautiful Smile Dental Centre Affordable Dentistry Today—West Main Affordable Dentistry Today Ocoee Bonita Dental Arts Colonial Drive Family Dentistry Bloomington Edwardsville Bradenton Affordable Dentistry Today— Sunset Hills Family Dental Orange Park Comfortable Care Dental Bloomington The Dentist Place Effingham Creekwood Dental Affordable Dentistry Today— Central Illinois Oral Surgery Tanglewood Family Dental Orlando North Hershey Effingham Dental Group Dental Excellence of Baldwin Park Dental Group of Bloomington Brandon Heartland Family Dental Care Dental Excellence of Sand Lake Hershey Plaza Dental Center SmileWright Dentistry Waterford Center Family & Redbird Dental Care Fairview Heights Brooksville Cosmetic Dentistry Smiles By Design Bourbonnais The Dentist Place Waterford Lakes Dental Dental Group of Bourbonnais Glen Carbon The Dentist Place For Kids Port Charlotte Glen Carbon Family Dentistry Carbondale Cape Coral Gaeta Dental Dental Group of Carbondale Joliet West Cape Family Dental Sarasota University Place Dental Essington Family Dental Care Clearwater Comfortable Care Dental— Rock Run Family Dentistry Carterville Affordable Dentistry Today—ICOT Bee Ridge Lincoln Carterville Dental Center Comfortable Care Dental Comfortable Care Dental— Lincoln Dental Center Bee Ridge Pediatrics Champaign Ft. Myers Comfortable Care Dental—Oaks Affordable Dentistry Today Litchfield Advanced Technology & Laser Dentistry Comfortable Care Dental—South Trail Baytowne Dental Center Affordable Dentistry Today Gainesville Hillview Family Dental Central Illinois Oral Surgery Litchfield Family Dentistry Gainesville Family Dentistry Champaign Dental Group Macomb Spring Hill University Family Dentistry Creative Smiles Dental Care Macomb Dental Center Nature Coast Dental Care Dentistry By Design Jacksonville St. Augustine Hessel Park Family Dentistry Maryville Baymeadows Junction Dental Care St. Augustine Family Dentistry Illini Dental Care Smile For Life Dentistry Lake Mary Tampa Charleston Mt. Vernon BayTree Family Dental Affordable Dentistry Today—Armenia 21st Century Dental Dental Care of Mt. Vernon Williston Family Dental Dental Designs of Florida—Dale Mabry Coles County Family Dental Care 6 4679_02 Smiling Winter 09.indd 6 2/11/09 10:56:46 AM
  7. 7. o f f i c e L o c A t i o N s (continued) · winTeR 09 North Aurora Kokomo Chesterfield t e n n e sse e North Aurora Dental Associates 21st Century Oral Surgery Towne Centre Dental Care Antioch Dixon Park Dental Care O’Fallon Columbia Antioch Dental Care Kokomo Oral Implantology Cambridge Dental Care ProDental Dentistry Plus—Hickory Hollow Markland Family Dental Green Mount Family Dentistry Perfect Smiles Dental Care Festus Brentwood O’Fallon Family Dental Care Festus Family Dentistry Westgate Dental Care Lafayette Orland Park Smile For Life Dental Care Clarksville Smiles Plus Dental Care Fountain Square Family Dental South Street Family Dental Marshfield Warfield Dental Center Peoria Marshfield Family Dental Care Franklin Logansport Affordable Dentistry Today Dental Plus O’Fallon Dentistry Plus—Cool Springs Peoria Family Dental Care Creative Smiles Dental Care Murfreesboro Smile Design Dental Center Marion Lifetime Smiles Dental Care Deer Creek Dental Cason Lane Dental Care Willow Knolls Family Dental Marion Family Dental Care Family Dental Care at WingHaven Creative Smiles Rock Island Smile Design Dental Center 21st Century Dental Merrillville Nashville Merrillville Family Dental Springfield Crossroads Family Dentistry Rockford Distinctive Dental Solutions Green Hills Family Dentistry Dental Group of Rockford Muncie Spring View Dental Care Hampton Place Family Dentistry Muncie Plaza Dental Center Springfield St. Charles Nashboro Village Family Dental White River Dental Care 21st Century Dental Affordable Dentistry Today Spring Hill Affordable Dentistry Today Noblesville Heritage Dental Group Tanyard Springs Family Dentistry Central Illinois Oral Surgery Prairie Lakes Dental Care St. Peters Dental Group of Springfield Osceola tex As Jungermann Dental Care Montvale Dental Center Osceola Dental Care Lifetime Dentistry Katy Springfield Dental Care West Side Dental Group Richmond Sullivan Falcon Point Dental Associates Richmond Family Dentistry Sullivan Family Dentistry Plano St. Charles Ringenberg Family Dentistry 21st Century Dental Plano Smile Design Whitewater Valley Dental ohio Sterling South Bend Cincinnati VirginiA True Smiles Stone Creek Family Dental Alexandria South Bend Family Dental Care Gahanna Reflection Dental—Little River indiAnA Terre Haute Reflection Dental—West End Terre Haute Family Dental Care Affordable Dentistry Today Anderson Gahanna Dental Care Lorton Anderson Family Dental Valparaiso Complete Family Dental Care Lancaster Reflection Dental—Lorton Family Dental Care Fairfield Family Dental Manassas Avon Westfield Prestwick Pointe Family Dental Care Pickerington Reflection Dental—Manassas Westfield Dental Center Pickerington Family Dental Williamsburg Bloomington Landmark Family Dental Care i owA Springboro Lifetime Family Dental Davenport Settlers Walk Dental Care Brownsburg Green Street Dental Care Crow Valley Dental Care Waterford Family Dentistry Camby Camby Family Dentistry KentucK y Heartland Crossing Dental Care Clarksville Bowling Green Bowling Green Family Dentistry Join Our Family Clarksville Family Dentistry Crosswinds Dental Care Dentistry Plus Hartland Family Dental Care Evansville Burlington Heartland Dental Care has 230 dental practices located in 12 states. Diamond Valley Dental Care Dentistry Plus We are looking for dynamic individuals and practices throughout the Evansville Family Dentistry Smiles Plus Dental Care country to join our family. Fishers Crescent Springs Brookschool Dental Care Buttermilk Family and Cosmetic Dentistry Call today! 877-903-6427 Floyds Knobs Landmark Dental Care Georgetown Blossom Park Dental Care Fort Wayne Lifetime Family Dental Care East State Dental Three Rivers Family Dentistry Lexington Dentistry Plus Franklin Morton Family Dental Care Nichols Park Dental Care South Farm Family Dentistry Greenfield Creative Smiles Louisville St. Matthews Dental Care Greenwood Greenwood Family Dentistry MichigAn Healthy Smiles Family Dentistry Honey Grove Family Dentistry Brownstown Brownstown Dental Care Griffith Parkside Dental Care Ypsilanti Township Whittaker Road Dental Indianapolis 21st Century Dental M i sso u r i Affordable Dentistry Today Crosspoint Family Dental Care Arnold Eagle Creek Dental Associates Arnold Dental Center Edgewood Family Dental Family Dentistry of Arnold Geist Dental Care Linderhof Family Dental Care Marketplace Dental Care Ballwin Sunnyside Dental Care Big Bend Square Dental Center 7 4679_02 Smiling Winter 09.indd 7 2/11/09 10:56:47 AM
  8. 8. 4679_02 Smiling Winter 09.indd 8 2/11/09 10:56:48 AM
  9. 9. A Y o u N g P r o f e s s i o N A L’ s s t o r Y · winTeR 09 Starting Out A Young Practitioner Finds the Pathway to Success at Heartland A na Paul a Fe r r a z h a s a qu ick Borrowing hundreds of thousands of smile and sparkling eyes. To see her out dollars to start her own practice was not shopping with her friends or dining with an option, she added. So she and many her fiancé at one of the hip night spots of her fellow graduates sought out estab- in St. Augustine, Florida, you’d think lished practices to join. After six months she was an average, happy-go-lucky with Heartland, Dr. Ferraz now realizes college co-ed. what a great choice she made in coming But with just a short conversation, to Heartland. you’ll learn that this first generation “When my friends from dental school immigrant from Brazil is fluent in four and I get together and share experiences “I’ve learned in a short time that if languages and a recent graduate of Nova from our different practices, I’m amazed all the practice’s team members are Southeastern University’s prestigious at all I’m doing and learning, especially following Heartland’s game plan, we’ll College of Dental Medicine. And while compared to what they are not doing be successful at the end of the day, she may indeed be happy-go-lucky, Dr. and learning.” month, quarter and year.” Ferraz is uniquely driven and dedicated Dr. Ferraz reeled off several examples Heartland has a proven track record to her personal commitment to be a that have caused her to appreciate for practice management. It’s simple, successful dentist in every way. the variety of opportunities Heartland direct and based on doing the right “I felt drawn to dentistry as soon as provides. things for the patient. I decided to go into medicine,” said Dr. Dr. Ferraz is encouraged to stretch “Heartland wants me to learn and Ferraz. “But I can’t believe how much I and grow by working on harder cases grow in my technical skills as well as enjoy the daily work of dentistry and the or those in which she might not have as my leadership skills,” said Dr. Ferraz. wonderful relationships I’ve built with much experience. Another experienced “It’s a valuable opportunity I do not my patients. It’s so different than what doctor in the office can assist, provide see my classmates from dental school I expected while I was in dental school, advice or review the case at the end of receiving from their employers. And I and I think it’s the Heartland systems the day—whatever they think would intend to learn as much as I can.” and business practices that have made best help her grow and improve in her “I am very proud to be a part of the difference.” quest for the professional excellence Heartland Dental Care, and I love how Heartland strives for. passionate every single person is and “I’m amazed at how much I get to how dedicated we are to provide the “i’m learning how to run do and the training Heartland provides best care for our patients,” she added. through my personal mentor and Dr. Ferraz admits that when she made a successful practice – continuing education classes!” exlaimed her decision to come to Heartland she which is definitely not Dr. Ferraz. (A list of Hearland’s clinical only thought it was the right decision; and leadership classes for 2009 can be but after a few months, she knows it taught at dental school.” found on the back cover of SMILING.) was the best decision she could She is encouraged to participate in have made. HDC decision making with the other doctors Ana Paula Ferraz, DMD, and senior team members even though To talk to a Heartland recruiter is a new dentist at she is a new dentist just out of school. about your opportunities, call toll-free St. Augustine Family “I’m learning how to run a successful 888-999-3661 and speak with Greg Dentistry in St. Augustine, practice—which is definitely not taught Taylor, Nancy Pals, Meredith Fulton Florida. at dental school,” Dr. Ferraz added. or Scott Wiedman. 9 4679_02 Smiling Winter 09.indd 9 2/11/09 10:56:51 AM
  10. 10. P e r s o N A L At t e N t i o N D r . O t m a n e L a h l ou In Loving Memory L i f e L e sson # 5 Hold on tight to the good stuff. People like you deserve only the best! ~Otmane Hear tland Dental Care lost a ver y special Dr. Lahlou was an outstanding leader at his and beloved team member when Dr. Otmane prac t ic e a nd w it h i n H e a r t la nd. H e re c eived Lahlou passed away in September 2008. Dr. Heartland’s President’s Club Award each year Lahlou was the principal dentist at University since its inception. Place Dental Center in Carbondale, Illinois, Many of his co-workers and friends shared their for nearly eight years. remembrances of their friend and colleague. 10 4679_02 Smiling Winter 09.indd 10 2/11/09 10:56:53 AM
  11. 11. · winTeR 09 dr. lahlou and his team at University Place Dental Center in Carbondale, Illinois, celebrate winning the Award of Excellence in 2005. “I received a card from Dr. Lahlou Crystal Stuckemeyer, Dr. Lahlou’s “The first fish he ever caught was on September 5 of last year,” remembers Client Administrator, recalls his whimsical no more than three inches long, but he Alicia Davis, Regional Director of Opera- personality. “He loved to wear fun socks wanted to take it home anyway. You’d tions for Dr. Lahlou. “On the front he to work every day; they were loud, color- have thought he had a trophy catch!” had written his own Life Lesson #5. It ful socks that didn’t go with anything said Linda Straub, University Place was a touching message, and I’ll always else he was wearing!” she said. “He did it Office Manager. be grateful for this kindness.” just to lift everyone’s spirits and make his “All of us at the home office always “He was more than just a doctor I team and our patients smile.” admired his leadership qualities and worked with; he was my friend.” Angie Goebel, another of Dr. Lahlou’s dedication to his patients and team,” said Many of Dr. Lahlou’s team members hygienists, remembers how he danced Chad Thompson, Heartland Dental Care and co-workers had similar stories about and sang to his patients. “I’ve never Vice President of Administration. this light-hearted and gracious man who met another dentist like him. And he “We could always depend on his honest was also a respected dental professional, laughed when I made mistakes—I really opinion, whether it was about a policy loving father and husband. appreciate that!” or a clinical decision. He was good at “He was greatly committed to his considering all the implications and what patients,” said Kelly Cook, Business was best for everyone involved.” Assistant at University Place Dental Center. “He made University “Dr. Lahlou is one of those people that “He displayed compassion, kindness and gentleness with each of his patients.” Place Dental a fun came into my life and left too quickly. I will always cherish the Life Lesson he “He made University Place Dental a fun place for both his team gave me,” added Davis. “It is because of place for both his team and his patients,” him that I now promise to hold on tight said Jamie Croft, dental hygienist. and his patients.” to the good stuff.” HDC 11 4679_02 Smiling Winter 09.indd 11 2/11/09 10:56:56 AM
  12. 12. cover storY The Happiness Quotient Dentists Rank Heartland #1 in Quality Experience I The average American n 2007, the Dental Practice Group Association (DPGA) spends more than 2,000 hours at work each year, polled the dentists working for each of its 13 member groups. which equals about 35% A large majority—84%—of Heartland Dental Care (HDC) of our waking days.* dentists responded to the DPGA’s survey.** In our individual pursuits of happiness, When asked about their “current level of satisfaction with it’s imperative that we Heartland Dental Care,” 89% of our dentists reported they are are happy in our work, where we work and with satisfied. And 91% of Heartland dentists would recommend whom we work. HDC to another dentist. At HDC, we’re happy to report that our dentists The combination of these two answers How does Heartland earn this top score? rank Heartland highest creates our “Quality Experience” ranking of in their satisfaction 90%, which was the highest of any of the 13 “We realize we are here to serve our compared to what other other dental practice organizations participat- practices, not the other way around,” says dentists say about their ing in the survey. Patrick C. Bauer, Executive Vice President dental practice manage- and Chief Operating Officer of HDC. “If we ment companies. “We realize we are create a great work environment and a positive experience for the dentist and practice staff, here to serve our they can focus on patient care. This combina- tion is the key to our success.” practices, not the other HDC listens to our dentists and tries to cre- ate and implement the performance systems, way around.” training opportunities and rewards that will help make their practices the best they can be. The 174 HDC dentists provided surveyors Patrick C. Bauer a variety of reasons for their happiness with Executive Vice President HDC. Here are the top four reasons with and Chief Operating Officer corroborating comments taken recently from some of our dentists. 12 *According to the International Labor Organization 4679_02 Smiling Winter 09.indd 12 2/11/09 10:56:58 AM
  13. 13. · winTeR 09 “The most important benefit I have gained was the ability to work with a mentor in the beginning of my career.” clinical Mentoring team: (clockwise from back left) Dr. O. Craig Shanteau, Dr. Samson Liu, Dr. Gerald Awadzi and Dr. Anna Singh. # 1 Ongoing Education and Networking HDC has a multilevel educational program Another investment HDC makes in its “The clinical classes and for dentists, hygienists and other practice team employees is through personal growth and training are great, but I members designed to improve patient care and leadership training provided through the Bell especially appreciate the clinical abilities, promote leadership or personal Leadership Institute at the University of North education I never received growth and educate and align teams with HDC Carolina. in dental school: how to systems and procedures for “world-class” Since 1972 the Bell Leadership Institute has run A Profitable Practice.” practice performance. provided a sophisticated, talent-building leader- “Heartland invests in its people and has since ship program devoted to creating excellence. day one,” said Samson Liu, DDS, Vice President Led by Dr. Gerald D. Bell, a professor at UNC- of Clinical Affairs of HDC and principal dentist Chapel Hill’s Kenan-Flagler Business School, at Spring View Dental Care in Springfield, a psychologist and one of the highest-rated Missouri. “Our people are our greatest asset resources on leadership in the United States and and to build your company, you have to build abroad, this advanced training helps businesses your people and yourself.” reach their highest potential by building leaders. The one-on-one attention and “hands on” “Offering this opportunity for personal training younger dentists receive through the growth has been one of our company’s greatest Clinical Mentoring Team gives them confidence catalysts for growth,” added Rick Workman, as well as increased knowledge and skill. This DMD, HDC Founder and Chief Executive Offi- type of guidance is valuable in shortening the cer. “I’ve personally witnessed wonderful trans- learning curve for the new practitioner and formations in people’s personal lives as well as improving practice performance. their professional lives that have made all the When we acquire a new practice or a new difference in building a successful practice and dentist or hygienist joins our team, they begin a a truly happy individual.” proven training schedule to help acquaint them with our best practice management processes and leadership skills. These classes help ensure For a complete list of HDC practices provide the same “world-class” “Heartland Dental Care training opportunities services across the United States. offered to our dentists And this training is provided on an ongoing has made me 10 times the and practice staff, please basis throughout their careers with HDC. As go to our website: www. our clinicians reach “mastery level,” they are better doctor than I was HeartlandDentalCare. given the opportunity to mentor other dentists com/ce.shtml. at their own practices or through on-site visits. before I joined the company.” ** 174 of 210 HDC dentists responded. Of these 174 responding dentists, 35% had been with Heartland from one to three years, 13 24% less than one year, 21% from three to five years and 21% for more than five years. 4679_02 Smiling Winter 09.indd 13 2/11/09 10:57:00 AM
  14. 14. c o v e r s t o r Y · The Happiness Quotient “At first I rebelled against the systems. But, ironically, following consistent and proven systems is what I needed and now see the wisdom of.” “I don’t have to be a CEO dentist. I can focus on the dentistry and Heartland runs the business side. If we just follow their guidelines you’ll do great.” “” “I’ve got access to products, insurance plans at better rates, supplies, education and marketing, etc. that a large corporation can offer along with a philosophy that puts the doctor in as much of a leadership role as wanted.” The quotes called out in this article were made anonymously by HDC dentists polled for the DPGA survey. “Freedom.” “Freedom to focus on my patients and provide “This has been the perfect stepping stone to retirement “I appreciate the retirement plan through ESOP and the optimal care, not only with full practice value opportunity to purchase without interference, but liquidation.” stock within this successful with encouragement.” company.” 14 4679_02 Smiling Winter 09.indd 14 2/11/09 10:57:00 AM
  15. 15. · winTeR 09 # 2 Centralized Practice # 3 Excellent Compensation Support and Benefits HDC handles the details of practice manage- HDC puts all the pieces of the puzzle together “I wanted an organization ment so you can focus on patient care. to help make each of our practices happy, that would value my team.” Most dentists spend years in dental school to successful and profitable. The dentist and learn the art of dentistry—not the art of order- the staff benefit from performance-based, ing supplies, filing claims, paying bills, setting industry competitive salaries, bonus programs up computers or buying advertising. and an Employee Stock Ownership Program. The HDC dental practice model is dedicated “While we position the dentist as the to helping you and your staff provide “world- practice leader, we also want each employee— class” dentistry in a positive environment. An whether in the practice or at the home important part of that equation is the variety office—to think and act like an owner,” of day-to-day support and training we give explained Bauer. our dentists. “We have found that it very positively From our home office in Effingham, Illinois, affects customer care and their motivation and through our field administrators, HDC to succeed. This is the key to each practice provides a variety of services for you: and our entire company being successful.” • Negotiating best • Installing and maintain- “Employee ownership makes the concepts prices and purchasing ing computer and we teach at the clinical and professional supplies, equipment telephone equipment development classes even more relevant,” and lab services and software added Julie Thomas, RDH, Vice President • Hiring and resolving • Reporting financial and of Operations for HDC. personnel issues production indicators “You see an immediate change in attitude • Administrating ben- • Surveying patients and greater attention to details—from saving efits, payroll, insurance for performance and money, learning processes, checking reports, and other financial improvement plans to better communication with their patients compensations (401K and rewards and team members.” and Employee Stock • Advertising and “Being a vested owner gives us all a For more information on Ownership Program) marketing strategy, vested interest in providing customer what HDC can do for • Accounting services to creation and collect reimbursement implementation service, communication and care that is you and your practice, and pay vendors world class,” said O. Craig Shanteau, DDS, please call our recruiting • Training and develop- • Negotiating insurance ment programs for Chief Clinical Officer. “Obviously that or development teams company relationships clinical and personal leads to exceptional dental services and at 217-540-5100. and reimbursement growth more satisfied customers.” 15 4679_02 Smiling Winter 09.indd 15 2/11/09 10:57:00 AM
  16. 16. c o v e r s t o r Y · The Happiness Quotient # 4 Practice Ownership at Less Risk “Couldn’t have done this, Dentists come to HDC early in their careers so “Every situation and practice is made such a profitable they can enjoy the rewards of practice owner- practice, on my own right ship without the debt and pressure of running a different,” said Justin Wendling, out of school especially business. More seasoned dentists come to HDC with the debt I had.” as an exit strategy. Both groups receive the HDC’s Director of Acquisitions security they are looking for. “I feel like I have the HDC has an aggressive growth schedule and and Development. “We have benefits of practice is planning to add at least two to three dozen ownership without the offices in 2009 and expand into more states. purchased smaller practices in headaches and debt.” Although we look at each opportunity individually, HDC looks for these general strategic locations with the right characteristics in a practice we are considering for purchase: dentist and team.” • Five chairs • $1 million in annual revenue Justin Wendling • Doctor(s) want to stay with the practice at Director of Acquisitions least two years and Development “KNowLedge and growth are the best things I’ve gained: growth in dental knowledge, personal growth for my family and professional growth as a leader.” 16 4679_02 Smiling Winter 09.indd 16 2/11/09 10:57:00 AM
  17. 17. · winTeR 09 W hen Dr. John Douglass was ready to “Most dentists practice in isolation in the sell his practice and begin looking offices trying to resolve their problems alone. toward retirement, he didn’t know At Heartland I’ve found a positive group of anything about Heartland. But the people who say ‘Call me anytime,’ and I do!” more he investigated he found a community of “Plus, at Heartland, I can keep practicing as dentists and professionals at Heartland who long as I’d like,” Dr. Douglass added. “It was a were interested in helping him make his practice great relief to sell to Heartland, gain a commu- the best it could be and also in improving the nity of professionals I now call my friends, and dentistry profession. know that my patients will be in good hands.” John Douglass, DDS, Crossroads Family Dentistry, Nashville, Tennessee HDC will also set up de novo practices if The recruitment department has constant we can’t find a practice to buy in a desirable demand because dentists are needed as addi- location. Often we work with a current HDC tions to successful offices as well as new start- dentist interested in moving to the new area ups to meet the company’s growth demands. with the goal of growing an office. “Meeting the demands of our expansion is a Younger or newly graduated dentists have great problem to have,” says Nancy Pals, their own reasons for coming to HDC. Corporate Recruiting Manager. “We have a “I came for the stability,” said Ana Paula steady list of openings and try to place dentists Ferraz, DMD, a recent graduate of the Nova where or near where they want to live.” Southeastern University College of Dental Next to clinical proficiency and licensing, the Medicine. “I knew I couldn’t afford to start most important characteristics we are looking my own practice immediately because of all for in a new or inexperienced dentist is coach- the school loans.” ability and the desire to be successful. Dr. Ferraz commented that once she came to If they want to run a successful practice and HDC, the contrast between her work day and gain the benefits of that success, they need to her former classmates’ was quite different. be open to learn and believe that we can teach “I’m learning everything I need to know to them. It’s as simple as that. All of our current run a successful practice, plus getting to work doctors and team members have experienced on a variety of clinical cases with a great men- the truth of this statement and know that, tor,” she said. “Looking back I definitely made together, we can achieve anything. the right decision in coming to Heartland.” And Many More… “We have a steady list There were many more reasons HDC dentists of openings and try to love Heartland listed in the commentary To learn more about for this survey, like modern facilities and affiliating with HDC, place dentists where technology support, quality assurance systems call our recruiting or or near where they and professional practice marketing to mention development teams at only a few. 217-540-5100, or check want to live.” If one of these reasons resonates with you, out our website at www. we hope you’ll consider being a part of HeartlandDentalCare. Nancy Pals Heartland Dental Care. com. Corporate Recruiting Manager You’ll be in good company. HDC 17 4679_02 Smiling Winter 09.indd 17 2/11/09 10:57:01 AM
  18. 18. ProfessioNAL exceLLeNce Researchers Look to Heartland Real-World Experience Key in NYU College of Dentistry Study When one of the country’s most The Trans-PBRN National study, which prestigious universities called with an PEARL is directing on osteonecrosis of opportunity to participate in one of its the jaw (ONJ) examines an issue that “Today, with oral and systemic health most important studies, Heartland should be of concern to every dentist: increasingly seen as being interconnected, Dental Care (HDC) said, “Yes!” Do patients who use bisphosphonate it’s essential that every practitioner “It’s certainly a feather in our cap to be drugs for osteoporosis and bone understand the relationship between selected as the only practice management tumor treatment risk developing ONJ, dental treatment and his or her patient’s group ever invited to participate in this and do certain oral surgery procedures entire physiology,” said O. Craig study by NYU (New York University),” (such as tooth extraction) pose an Shanteau, DDS, and Chief Clinical said Julie Thomas, RDH, Vice President added risk of ONJ for these patients? Officer at HDC. “This study will help of Operations of HDC. “More impor- each of us better anticipate and manage tantly, it’s an opportunity to contribute our patients’ needs.” our experience to the dental community The “real-world” experiences HDC This study is conducted through and increase the community’s knowledge dentists provide are integral to imple- NYU College of Dentistry’s PEARL on dental care.” menting the results of clinical studies to Network, which provides an infrastruc- Academic studies usually prefer the various practice settings. The clinical ture to perform research that will single practitioners for study sites and outcome of a Trans-PBRN National answer the questions facing general rarely engage large dental practice study looking at dental risk factors for dental practitioners in the routine care management groups. But NYU’s PEARL ONJ will affect HDC dentists on how of their patients. Their goal is to bridge (Practitioners Engaged in Applied they treat patients with ONJ. HDC the gap between practicing dentists and Research and Learning) Network inter- dentists can be involved in a number of academia, and it could transform the viewed and vetted a variety of ongoing PEARL PBRN studies including way dentistry is practiced. HDC dental practice management groups. the treatment of deep caries, post- “We were very impressed with the endodontic treatment (five-year) and caliber of the practitioners and the assessment of teeth, analgesic study for “It’s an opportunity to priority Heartland places on education,” dental procedures and a randomized contribute our experience said Frederick Curro, DMD, PhD, and controlled clinical trial on non-carious PEARL Network Director of Recruit- cervical lesions. to the dental community.” ment. This is also supported by the PEARL HDC dentists will also benefit by Executive Management Team made up learning the best practices for their of Drs. Ron Craig, Van Thompson and patients who undergo treatments Frederick Curro. evaluated in one of these clinical studies. “Our studies need the bolus of Participation in one of these clinical patients and experience that a large studies sets HDC dentists on a path dental practice management company to participate in other studies. can give us. Heartland is the best option As the population ages, the percentage Julie Thomas, RDH, Vice President to extend our reach and provide valu- of dental patients taking bisphosphonate of Operations, oversees HDC’s able case studies to validate our work,” drugs—particularly women suffering relationship with New York University added Dr. Curro. from osteoporosis—is growing. and our part in this study. 18 4679_02 Smiling Winter 09.indd 18 2/11/09 10:57:01 AM
  19. 19. A N A f f i L i At i o N s t o r Y · winTeR 09 Transitions Heartland Eases Successful Dentist’s Retirement Concerns “we’ve all stretched our wings and improved.” Dr . R ebecc a Ba rton bu ilt h e r dental practice on a simple motto: If you do the best for your patients, the business side will take care of itself. This maxim has served her well through the past 24 years while she Rebecca Barton, DMD, is the built her single-doctor practice into principal dentist at Farmington Dental a million dollar business with a great Centre of Germantown, Tennessee. team, strong community ties and wonderful patients. “All in all the whole team has adapted As she and her husband began to plan well to all of the changes. It’s been for their retirements, her main concern an opportunity for all of us to grow was who would care for her patients. professionally and personally. From the When her business broker suggested various clinical and leadership seminars she sell her practice to a dental manage- and practices to Heartland’s constant ment company, Dr. Barton was less promotion of positive attitudes—we’ve than enthused. all stretched our wings and improved.” “But luckily he was persistent that I Dr. Barton found the perfect fit with check Heartland out, and I’m glad I did.” Heartland. Dr. Barton conducted her own inves- Dr. Barton was also complimentary of Our business model matched her tigation. “I called a friend from dental everyone she’s met at Heartland. desires for the practice, and it has school who had previously worked for “The professionalism and exactness allowed her to plan a gradual transition Heartland and got the names of several of the home office support team—from into retirement in a few years. current and former Heartland dentists. tech support to the supplies team and es- “Now I’m free to simply provide great Each one had positive reports about the pecially my field administration contacts, dental care for my patients while Heart- organization and its operations and told Wanda Pickens and Sharon Fennell—has land handles all the business aspects of me that Heartland was different from been impressive. I’m very appreciative of my building and the practice. That’s a other dental practice management Wanda and Sharon’s experience, business great solution for me, my team and companies,” she said. acumen and patience.” especially the patients.” HDC The first difference that impressed her Of course, parts of the transition have was the professionalism of her initial been challenging. Getting a new phone If you’re looking for a retirement solution, contact, Roger Childerson, Acquisitions system and computers as well as differ- contact our affiliation and development Coordinator. ent reports and new business practices team at 877-903-6427. Roger, John “After talking with Roger for just can be very daunting for anyone. Collier or Justin Wendling will show you 15 minutes, I was impressed by his But Dr. Barton says the transition has the Heartland answer. professionalism and business insight,” been a success because the Heartland she added. “I knew he understood the team has presented these changes in an business and my practice simply from orderly and gradual fashion and not just the questions he asked me.” in one overwhelming wave. 19 4679_02 Smiling Winter 09.indd 19 2/11/09 10:57:02 AM
  20. 20. r e wAr d s & AwAr d s President’s Club members join Heartland Dental Care executives on a luxurious trip to Iberostar Grand Hotel Paraiso on the Riviera Maya. A Brief Respite H e a rt l a n d De n ta l C a r e ( H DC ) has chartered an impressive course on its “Journey of a Lifetime.” Our path is one of mastery and Along the Journey commitment while daily providing lifetime care, professional excellence and personal attention to our patients. By following our mission, we’ve set a course for change in the dental of a Lifetime industry and are proud of the successes we realized in 2008. C ONG R AT U L AT ION S to The 2008 President’s Club Dr. Jon Lindsay Dr. Haroon Randhawa Dr. Tom Ringenberg Dr. Fran Adkins Dr. Kathleen Foster Dr. Brian Link Dr. Scott Ritchhart Dr. Joachim Ajala Dr. Julie Galloway Dr. Samson Liu Dr. Michael Schroeder Dr. Gerald Awadzi Dr. Bradley Gray Dr. Judy LoSecco Dr. O. Craig Shanteau Dr. Dwayne Bacchus Dr. William Greider Dr. Jeffrey Lowery Dr. Shahid Sharar Dr. Colleen Baines Dr. Elena Gutu Dr. Scott Mahlin Dr. Brandon Sims Dr. Jameson Baumgarten Dr. William Harris Dr. Venu Maturi Dr. Anna Singh Dr. Amy Becker Dr. Vinh Hick Dr. Scott Moore Dr. Tracey Smith Dr. William Bloink Dr. Jason Howell Dr. Qais Musmar Dr. John Speegle Dr. Grace Cheng Dr. Oluleke Jeboda Dr. Frank Nelson Dr. Jordan Spencer Dr. Angela Coleman Dr. Heather Jones Dr. Truyen Nguyen Dr. Veronica Thompson Dr. Charles Conley Dr. Matt Kasiar Dr. Evelyn Ofili Dr. D. Jason Turner Dr. Vu Dang Dr. Jennifer Kloboves Dr. Wayne Olges Dr. Keith Wilcox Dr. William Darroca Dr. Mark Kucharczyk Dr. Patrick O'Malley Dr. Charles Williams Dr. Thomas Devlin Dr. Jackson Kuo Dr. Gustavo Parajon Dr. Alexander Wojtyna Dr. Mark Faught Dr. James LaRocco Dr. Susan Patel Dr. Yudong Xu Dr. James Fetsch Dr. Timothy Larson Dr. Kevin Pierce Dr. Jim Yu Dr. Thomas Fonner Dr. Michael Laughlin Dr. Mystie Pieters Dr. Rich Zullo 20 4679_02 Smiling Winter 09.indd 20 2/11/09 10:57:03 AM
  21. 21. CliniCal TiPs Talking to Your Patients about Periodontal Disease P eriodontal disease is massively Why do i need this treated? Finally, it is imperative that everybody in the under-treated in the United states, Left untreated, periodontal disease can lead office describes the treatment in the same and unfortunately this leads to to gum surgery, the loss of teeth, bad breath, way. if the hygienist calls it srP, the dentist patient confusion, as they don’t know much or systemic problems. calls it gum therapy, and the front desk calls about this destructive infection. When it a deep cleaning the patient will think they discussing periodontal disease and the How do we treat it? need three procedures. one favorite is to treatment necessary, it is important to We will treat it mechanically with a non- call it "non-surgical periodontal therapy." keep it as simple as possible for patients. surgical procedure called scaling & root it is also important to understand what the planing, chemically with a locally administered By keeping the discussion short and simple patient may be thinking. Generally, most antibiotic, and ongoing with regular three our patients will better understand the need patients have four questions that we should month visits to the dental office. for treatment and be more accepting of the be prepared to answer. Here are those treatment plan. always remember, very few questions with suggested answers. the first and fourth answers can be educated patients will choose to leave an used verbatim. However, the second active bacterial infection in their mouth. What is periodontal disease? and third answers are best tailored to a Periodontal disease is a chronic, non-curable, patient’s individual situation. also, when bacterial infection. discussing systemic links, try to use ones that are relevant to that patient. letting Why do i have it? the patient know every systemic link we It could be caused by lack of proper hygiene can think of may overload them and lead (brushing and flossing), genetic predisposition, to paralysis by analysis. infrequent visits to the dental office, systemic factors, or tobacco use. This message provided by Arestin® a product of OraPharma, Inc. for the treatment of periodontal disease. “We’re happy to share the benefits The pinnacle of their recognition is of a successful company with all of our joining together for an all-inclusive trip employees,” said Rick Workman, DMD, to a luxurious tropical resort where Founder and Chief Executive Officer of they share fellowship with other achievers, HDC. “We especially enjoy rewarding Dr. Workman and special guests. and recognizing our dentists who have The four-day trip includes banquets outstanding practices and outstanding along with a unique travel experience successes.” coordinated by our travel experts from the area. Best of the Best By being a part of this distinguished group, they make this brief stop on Tapped for Annual HDC’s “Journey of a Lifetime” a memorable one. It’s a moment in time President’s Club to say “Thanks” to these special people for the things they do to make HDC This March, approximately 90 of the leader in the dental industry. HDC’s dentists and executive leaders Won’t you join us for the next journey? As the leaders of HDC’s 230 practices will gather on the Mexican Riviera to HDC across the United States, our dentists’ celebrate the accomplishments and dedication and leadership have made success of 2008. To find out more about affiliating with these achievements possible. Their faith- The doctors selected for this honor HDC, call our recruiting or develop- fulness to our mission paves the way for certainly contribute to the company’s ment teams at 217-540-5100, or us to continue on this journey. It is the income through the year, but the major- check out our website at www.Heart personal best they give day in and day ity also provide valuable mentorship out as patient advocates and practice to newer dentists and team members leaders that keeps us on course. and promote HDC’s values and mission. To celebrate the “best of the best,” (For complete qualifying and recogni- HDC began the President’s Club Award tion information, visit www.HDC several years ago. 21 4679_02 Smiling Winter 09.indd 21 2/11/09 10:57:04 AM
  22. 22. r e wAr d s & AwAr d s The Employee Who Thinks Like an Owner An Added Benefit of Heartland’s Employee Stock Ownership Plan While the company has been very successful and the ESOP coffers have been healthy, ESOP also netted an even greater result for HDC: The employee who thinks like an owner. The company’s strong cultural philosophy to “do the right thing for the right reason,” attracts the individual with integrity who is respectful of this commitment to our patients. So this benefit is also a strong motivator. “I had only been at Heartland a few weeks, when I was struck by how many times I heard W front line team members talk about how the h e n H e a rt l a n d D e n ta l C a r e money they saved by finding a new vendor or better process went straight to the ESOP,” (HDC) instituted the Employee Stock said Susan Jennings, HDC’s new Director Ownership Plan (ESOP) in 2004, of Marketing. “I do not know of another company in the our goal was to create an opportunity for ALL dental industry that offers this benefit,” said Chad Thompson, Vice President of Admin- employees to enjoy whatever financial successes istration. “In fact, it’s rare in any business the company realizes. anywhere. But if they knew how much it would benefit their operations, more companies would adopt the program.” When every person in the company benefits The employee directly from the performance of the company, they are engaged in every way: ownership is • All employees are more diligent about their verY uNique performance. to Heartland. • All employees are more responsible about their spending or purchasing. • All employees are more supportive and positive team members for each other. “I love the fact that our practice reception- ist is just as invested in the company as I am,” said John Douglass, DDS, at Crossroads Family Dental in Nashville, Tennessee. “I believe it makes all of our co-workers eager to go above and beyond whenever that duty calls to serve our patients. This helps make my practice and my company successful and a world-class customer service provider.” 22 4679_02 Smiling Winter 09.indd 22 2/11/09 10:57:05 AM