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5 Ways Dentists Can Use Instagram to Connect with Patients

If your practice is not leveraging social media for marketing, you could be missing out. The potential audience is huge, especially on mobile (as of 2014, there were some 90 million iPhone users in the US alone). Facebook and Twitter provide excellent, inexpensive, and effective platforms from which to connect with your clientele.

But one of the fastest-growing social media sites, particularly with teenagers is Instagram. But medical professionals seem even more hesitant to venture there.

Part of that is understandable: after all, Instagram is based on sharing photography, and the medical field is not known for its photogenic processes. Dripping blood and rotting teeth are great if you’re selling horror films, but not exactly the most inviting image for your practice.

But Instagram is projected to have an US-based audience of 111.6 million by 2019; by then, that will be 40 percent of internet users. So is there a way to leverage this phenomenon without looking like you’re trolling for zombies? Here are some creative ways you can start reaching out to new patients, engaging with your community, and building a following on Instagram.

  1. Education – You can imagine just how much medical and health information research people do online. You’ve probably done it yourself, and you know patients are doing it. Use that interest to become a trusted authority. Use Instagram to share medical drawings, relevant data graphics, post-op recovery guidelines and the like as a way of establishing your practice as a credible, trustworthy source of information about dental care.
  2. Equipment – Face it: as dentists, we don’t have the most warm and fuzzy reputation. Dental issues are never pleasant, and both current and potential patients can quite reasonably be scared of the unknown. Try posting pictures the equipment you use regularly, along with concise, friendly explanations of how things work and what patients can expect when they visit.
  3. Everyone – Along those same lines, nothing is more reassuring when you’re anxious than the sight of a friendly face. Post pictures of your staff and other co-workers, so newcomers know who they’ll be dealing with. Stay away from the “everyone standing in a group with their hands crossed” sorts of photos; think about the way your patients will actually encounter these people and try to capture that. Take a shot of your receptionist from the lobby, for example, or actually lie back in the chair and snap a pic of your hygienist looking down.
  4. Expectations – Again, this goes back to fear of the unknown. Why not post a series of photos that walk a potential client through a normal first visit? You can cover parking, lobby, x-ray area–the more a patient knows what to expect, the more you can tamp down that anxiety.
  5. Experience – Particularly with cosmetic practices or orthodontia, it helps when people can see that you’ve done this before. Before-and-after photos of success stories can go a long way toward creating confidence in initial visits. Dental work is seldom pleasant, but it can go down a little easier if a patient is thinking of the end result. Just be sure to get signed releases from any patients whose cases you want to share.

Engaging in social media is a must for this day and age, and Instagram offers a prime opportunity for a dental professional to create a positive image. It has a growing and active user base, but because of low penetration by medical practices thus far, you may have few competitors right now. Take a little time to figure out how you can make Instagram a part of your marketing strategy. You won’t be sorry.

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How to Tell Your Patients about Baby Bottle Tooth Decay

Recently, a segment on NBC’s Today Show featured Monica Eaton-Cardone explaining some of the safety concerns with so-called “smart toys.” While the short clip was informative, it emphasized the growing realization of just how deeply computers and technology have infiltrated our lives, and some of the possible repercussions that have yet to be addressed.

That is a healthy thing. But too much focus on the high-tech areas of our lives can tend to make us forget some of simpler things that still need attention. And since we’re already talking about kids and toys, let’s look at a subject dentists are aware of, but new parents may not be: the bottle.

 Baby Bottle Tooth Decay

“Baby bottle tooth decay” is the common term for early childhood cavities. (Notice how we did not use scientific or industry-related words here: particularly when talking to parents about their kids, it’s usually best to use common, everyday language as much as possible.)

Typically occurring in infants and toddlers, baby bottle tooth decay may, of course, affect all of the teeth, but is usually most prevalent in the front teeth on the upper jaw. Unfortunately, it’s easy for already over-stressed parents to dismiss BBTD as a non-issue: after all, they’re just baby teeth, right? Why worry?

Explaining the Danger

To start, acknowledge that yes, the child’s first (primary) teeth will eventually be replaced … then stress that in the meantime, their health is exceptionally important. Why? Well, baby teeth help a child chew food correctly, are a crucial aid in speech development, and perhaps most importantly, maintain space for the permanent teeth that will supplant them. Point out that missing teeth can even prevent the tongue from posturing abnormally in the mouth as the child grows!

Explain the consequences: when baby bottle tooth decay becomes too severe, you might not be able to save the affected tooth or teeth … and if baby teeth are lost prematurely, the adjacent teeth tend to shift to fill the gap, so a spacer must be inserted to keep the remaining teeth aligned.

This all can cause pain and discomfort for the child, and no parent wants that. Plus, even with all this preventative care, a tooth lost too soon can impact adult teeth, potentially leading to years of orthodontic treatment. In other words, prevention now can save parents a lot of hassle and money later.

So the answer is, yes, it is worth worrying about.

Where Does Baby Bottle Tooth Decay Come From?

Parents will want to know where the decay starts. Luckily, this is easy to both explain and understand: tooth decay is caused by plaque-causing bacteria. Babies are more susceptible due to the frequent exposure to sweetened liquids. This can include baby formula, juice, and sweetened water – in short, almost any fluid a parent might fill a baby bottle with. Some studies even suggest that breast milk can contribute to decay.

Every time a child consumes a sugary liquid, acid attacks the teeth and gums, Sugars in these liquids collect around a child’s teeth and gums, feeding the bacteria and eventually leading to decay.

This phenomenon is compounded through extended exposure: milk, formula, or juice right a bedtime or nap stays in the mouth longer, creating more bacteria and allowing it more time to damage enamel.

Can Baby Bottle Tooth Decay Be Prevented?

All good parents want the best for their children, but as we pointed out earlier, moms and dads are already overstressed caring for an infant. Fortunately, prevention of infant tooth decay is comparatively easy to remember and to do. Present your patients with a simple list of steps, such as the following:

  1. Never dip a pacifier in sugar, honey, or other sweeteners.
  2. Give your baby water in his or her bottle, especially during naps and at bedtime; this not only protects a child’s teeth, it’s a good habit for long-term health.
  3. Limit the overall amount of juice and other sugary drinks; adults tend to think of water as boring, but kids haven’t made this assumption yet … often, they are just thirsty.
  4. Wipe a baby’s gums with a soft, clean, damp washcloth after meals.
  5. Avoid cleaning a baby’s pacifier with your mouth, sharing chewed food or using the same spoon; it seems safe, but you’re actually sharing bacteria your child has yet to build up defenses against.

Start Good Dental Habits Early

If it’s not already past this time, try to schedule the baby’s first dental check-up between 6 and 12 months. If water is not fluoridated in your area, consider suggesting a fluoride supplement.

The main point you want to stress is that starting early is important, easy, and the key to a lifetime of good dental health. For more information check out the American Academy of Pediatric Dentistry (AAPD) online.

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Medical Identity Theft: The Newest Threat to Your Practice

All small businesses have to worry about things like credit card fraud. Medical practices, however, have the added responsibility of guarding against medical identity theft. Medical identity theft is the illegal acquisition of a patient’s personal information–full name, Social Security number, health insurance number, and so on–with the intent to fraudulently obtain insurance reimbursements, prescription drugs, or the like.

Unlike fighting credit card fraud, which is common enough that even web hosts often feature built-in prevention tools, battling medical ID theft often falls to individual practices. There are some steps, of course, that can be taken at a higher level, such as working for change within the industry. In the end, however, most of the precautionary practices are ultimately implemented on a practice-to-practice basis. That means one more thing on the dentist’s already overflowing plate … one that is dangerously tempting to ignore.

But medical identity theft is a large and growing threat: In 2013, the health care industry accounted for 44% of all breaches, experiencing more data breaches than ever had before and surpassing total breaches for any other industry. Polls indicate that the Public at large that doesn’t believe their health information is being protected, and rightly so: the current system is riddled with loopholes and all but obsolete in a digital era.

Medical identity theft is particularly troublesome in that it victimizes not only the dentist and the patient, but other medical professionals as well. For example, when fraudsters steal data, they may either go to different medical establishments (such as another doctor) and use the phony information to illegally obtain drugs for themselves … or sell the information to other criminals who do so.

In another scenario, fraudsters may file bogus insurance or Medicaid claims to obtain settlements. Many in the medical and insurance fields have specialists trained to be on the lookout for monetary fraud, but when a patient hands over all the pertinent information, there is little seeming reason for additional proof to validate the patient’s identity.

More and more, criminals are discovering that billing insurance for goods and services ordered using fraudulent medical credentials is easier and more profitable than other crimes. In fact, it has been estimated that medical identities are 20 to 50 times more valuable to criminals than financial identities. The increasing need to digitize patients’ health information means the problem is only going to get worse.

Unfortunately, industry-wide updates to acceptable best practices are still a long way off. Health care companies could be doing more to prioritize information security, the way the credit card industry has migrated to EMV “chip” card technology … but so far, that isn’t happening.

Equally unfortunate is the fact that the antiquated system in the U.S. makes it nearly impossible to clear up a medical record once this type of identity theft has occurred. However unfair it may seem, for now, dentists are largely on their own when it comes to protecting patient data.

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5 Tips for Handling Patients Who Don’t Pay

According to the National Retail Federation, U.S. retailers suffered more than $260.5 billion in lost sales due to merchandise returns. Dental practices may not figure into that total specifically, but that doesn’t mean they’re off the hook.

As a rule, dentist don’t provide services that are returnable: caps, fillings, x-rays or orthodontia aren’t things aren’t things that patients bring back after two weeks and say “This really isn’t working for me, and I’d like my money back.” But that doesn’t mean there still won’t be issues with payment.

Every practice deals with unpaid bills. It’s an annoyance and a hassle but it’s not likely to go away. Even if you insist on payment up front, you’ll still have to contend with bounced checks and/or chargebacks (for a detailed explanation of chargebacks, see this post from last year.)

While there’s no surefire way to guarantee you’ll get paid, there are a few things you can do to help minimize your number of unpaid bills, and what to do with the ones you have.

  1. Sign on the dotted line. Each dental practice is unique, so it helps to Put your policies in a written contract that can be signed by both patient and dentist. Work with an attorney to create a document tailored to your specific practice; don’t use a generic contract. Make sure the document is easy to read and easy to understand, too: it needs to cover you, legally, but it shouldn’t be so loaded with legalese that patients can claim they didn’t know what they were signing.
  2. Give details upfront. Service details, options, and pricing should all be discussed in detail at the initial consultation. Dentists need to make sure patients understand the issues that need attention, pros and cons of different available treatment options, and the costs that will be associated with each option. Insurance, co-pays, and other financing issues need to be laid out in clear, concise language. And along those same lines …
  3. Make a plan. The bigger and more complicated the treatment, the more important it is to have a written treatment plan that includes details, approximate dates, and financing. A treatment plan doesn’t replace your standard contract; it’s a supplement catered to each patient. That means it is crucial that you listen carefully to the patients considerations.
  4. Do the legwork. If you do end up with a bad debt, don’t expect the patient to go out of his or her way to help. Your office should be expected to be the instigator of all communications. Make it as convenient as possible for the patient to pay–the ability to take credit card numbers over the phone is one example. It is essential that all contacts are made in the most professional manner, and that care is taken to verify the identity of the person you’re speaking to avoid breaching confidentiality.
  5. Leave it to the pros. Face it: you’re a dentist, not a bill collector. You’ve got better things to do. While your office should make the first few attempts, there comes a point of diminishing returns; if you decide the patient is deliberately trying to avoid payment, don’t be afraid to turn the case over to a collection agency. Take care to hire a firm experienced in medial collections to avoid any HIPPA violations.

When it comes to bad debt, the real work should happen long before the patient ever walks in. Don’t be afraid to Push patients to pay money they clearly owe. And if it gets to that point, call in professional help. That might upset the patient … but seriously, if it’s this hard to collect from him or her, you probably don’t want that person as a patient, anyway.