1. Health Center Best Practices & Frequently Asked Questions
Janet Bozzone, DMD, MPH
Marty Lieberman, DDS
Jay Anderson, DMD, MHSA
Bob Russell, DDS
Monday, November 2, 2009

2. OBJECTIVES Discuss Best Practice concepts
Share some Best Practices resources
Share answers for FAQs
Open discussion for additional questions
Discover missing resources & links
Introduce the developing Best Practices Chapter in the Health Center Operations manual

3. What is a “Best Practice?
Management practices and work processes that lead to world-class, superior performance.”*
*Fletcher Challenge Ltd

4. What is a “Best Practice?
Aligns with strategy
Reduces costs
Improves productivity
Promotes timely execution
Enables better decision making
Leverages/exploits existing/emerging technologies
Ensures acceptable levels of control and risk management
Optimizes the skills and capabilities of the organization
Promotes collaboration across the extended enterprise
-Hackett Benchmarking

5. A Best Practice is NOT… A cookie cutter solution!
but is a starting recipe that requires adaptation to your facility.

6. Decide what you can measure and if it is an improvement!
Rapid PDSA Cycles
Decide what you can measure
and if it is an improvement!
*From the Institute for Healthcare Improvement

7. Some Best Practices Online Resources
NNOHA!
ASTDD
DMC
CDN
CDA

8. Additional Online Resources
Oral Health Care during Pregnancy and Early Childhood - Practice Guidelines
Improving Women and Children’s Oral Health:
"First 5" web-based training for dental providers:
CAMBRA Risk Assessment: Journal of the CDA

10. Common Frequently Asked Questions
You are not alone!

11. Who should the Dental Director report to?
NNOHA recommends the dental director have the same reporting structure as the medical director usually the CEO…
but
advocate for whoever will be your better champion!

12. How much administrative time should I have as a Dental Director?
Dan’s Formula
but…
Realize you will never have enough scheduled time.

13. How much of the 330 funding should be allocated to the dental department?
At least some!
Advocate for percentage of overall budget based on:
departmental budget,
# patients seen,
or some other logical method.

14. How do I build a relationship with my administration?
First, get a good boss
If that fails
Make your boss a better boss
Speak the language they understand!
$$$$$

15. Fees! How do I set up a sliding fee scale?
What is the difference between a nominal fee, a co-pay, and sliding fee scale?
Does every procedure (e.g. crown & bridge, veneers, bleaching etc.) get 'slid', or just required services?

16. No-Shows, DNKAs, and Broken Appointments!
How do I deal with no-shows?
Can we bill patients for no-show appointments?
Can I bill Medicaid for no-shows?

17. Should I still treat a patient if they refuse radiographs?
It depends!
but…
Remember…a patient cannot consent to negligent care.
Do not perform invasive treatment in the absence of diagnostic x-rays

18. How do I balance my current panel with emergency cases?
No easy answers here!
Look at the needs of your community.
Work to get patients into comprehensive care who can finish treatment plans

19. Questions, Comments, or Suggestions?

20. NNOHA - www.nnoha.org - 303-957-0635
THANK YOU
NNOHA
Janet Bozzone, DMD, MPH
Director of Dental Services
Open Door Family Medical Centers
Marty Lieberman, DDS
Dental Director
Neighborcare Health
Jay R. Anderson, DMD, MHSA
Chief Dental Officer
Bob Russell, DDS
Dental Director
Iowa Department of Public Health