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Show Notes
Kiera is a guest on Dr. Gallagher's Podcast in this crossover episode! There is a lot of important ground covered here, including how to establish the ideal practice flow, the differences in consulting between speciality and general practices, why being a human being feels like a lost art, how to hire the best people, and more.
Episode resources:
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Transcript:
Brendan (00:02.346)
Of the Dental A Team, this is Kiera Dent, right? So this is, I love that it's dent because there's dental dentin, part of the tooth and stuff. So it's just perfect. It really worked well. And you have a consulting agency, right? Dental A Team. And how many years have you been in around?
Kiera Dent (00:16.95)
Yeah.
Kiera Dent (00:25.494)
Thank you.
Kiera Dent (00:30.976)
Yeah, so we've, the company is almost eight years old. She's about to have her eighth birthday in November, but yeah, it's been fun. It was a complete random idea that I came up with to start it, honestly, to help a bunch of dental students and here we are. So it's been a really fun place to be.
Brendan (00:49.738)
Two more months and eight years, congrats!
Kiera Dent (00:51.796)
I know. Thank you. Thank you. It came from, I worked at Midwestern University's Dental College for three years while my husband did pharmacy school. And one of the students straight out of school said, hey, Kiera, I want you to come help me start my practice. And I said, my gosh, like, absolutely. I've always wanted to be a practice owner. I was a dental assistant and a treatment coordinator and an office manager prior. And so I went and I helped her start her practice and
We took our practice from 500,000 to 2.4 million in nine months and opened our second location. And then I thought, my gosh, like if I could help her do this, there's all my other like favorite dental students. Like I'm sure I could probably be a resource and a help for them. And so that's really what spurred the consulting company. I had never worked with a consultant before. And then I started helping practices and adding, you know, 25,000 of production to their schedules very quickly. I was adding, increasing case acceptance to a hundred percent.
within one day and I just thought, okay, there's something about this and it doesn't have to be hard, but I'm gonna be a resource for all those dentists in school because you guys go to school and you're so passionate about what you're doing, but then there's the business side of it. And so if I could be a resource, a trusted resource, knowing what you're learning in school, so that way you guys can be so successful, positively impact your world, help your community, help your team, help your patients, and you guys are living your best lives.
That really is what spurred me into being a consultant. So here we are all with the love. have no clue what consultants should do. I just keep making up what I believe my students from Midwestern would want to have and just keep coming from love of you guys, just doing the best to support dentistry and us supporting you in that vision.
Brendan (02:30.004)
Excellent. And so you're not at Midwestern anymore. That was only in the beginning for those years. So roughly eight years ago.
Kiera Dent (02:33.068)
Mm -mm. Yep. Yep. I worked there for three years. No, so three years. And then I went and I worked in Colorado for two years. And then I started the company in 2016. Yeah, 2016. So it was great. It was a good time. And here we are now, eight years later.
Brendan (02:48.904)
And in Colorado, that was the practice that you brought them from X to that would be roughly five X. Wow. Well done. Well done. So they started for a year there. You knew them. You had a good rapport, good relationship with them over a year or two. You grew it from that. then you're like, and that's when you decided, OK, let's scale. How did you take that next step from there? So it was just you working at her practice. Right. And then from there, you said.
Kiera Dent (02:55.008)
Mm -hmm. Yeah. Thanks.
you
Kiera Dent (03:08.384)
Totally.
Kiera Dent (03:13.344)
Mm -hmm. Yep.
Brendan (03:16.136)
So you don't work with her anymore. was like a see you later. I'm going to figure it better.
Kiera Dent (03:18.072)
No. It was incredible. And we had such a good run. And I have to give mad kudos to her as a dentist, because I think we were really a dynamic duo. I came in with amazing like management and TC skills. We both didn't know what we were doing. And I think that that's part of doctors opening practices. But kudos to her for bringing me on because she knew I knew pieces she didn't know how to do.
but yeah, it was, I think more her vision. We both were very gung -ho. We wanted to serve more. We wanted to have a bigger impact and footprint. And so it was, we got this practice going and then we bought our second location and then there ended up getting like seven practices all together. But things I learned from that was, it was over the course of like five, six, I ended up leaving. She continued. and it was something very interesting that those are like sexy numbers to put up on a scoreboard and.
Brendan (04:00.019)
In two years?
Kiera Dent (04:12.268)
Everybody always has the bright eyes of like, my gosh, like how did you do that? But I think my obsession has come, like her and I were both on like death row. Like we were working 2 a to 10 p It was insanity to try and get that success. And while yes, there's sexy numbers on the board, we both realized that there's more to life than what we were doing. And are we gonna just like slay and try and drive this through or is there maybe something more to this? so yes, it was, we did part ways and I'm just so proud of everything that she created.
But I, like one, my marriage, my life, all of those things were falling apart. And I realized me traveling back and forth from Reno Tahoe area to Colorado all the time was just really hard on my marriage. I wasn't seeing my husband. I was completely anorexic. I was like 98 pounds and I'm 5 '8". And it was just, everything felt like it was deteriorating. And so that was where it had to be like, let's do a step back. Her life was deteriorating. And I thought...
there has to be a better way to success than what we've done. Like, yes, we've got sexy numbers to throw up on the board. Yes, we've got all these cool things, but is there not a better way that we can do this where you can have an incredible family and you can have incredible numbers and you can have a thriving business. And that really has become my passion and obsession is helping more dentists live a fulfilled life, hitting up those sexy big numbers or whatever they want to do, but still maintain their life, their identity, their freedom is really what I'm obsessed with within our company and our culture.
and really helping dentists get that life.
Brendan (05:41.89)
yeah, and that's such a great pitch to where it's let's let's seize that life that we dreamed of again. love that now in where it started to get a little rocky there speaking of Colorado, but while it started to happen was that the first two years when you were there was that within the five six years when she scaled to seven or so practices first two
Kiera Dent (05:47.68)
Yeah.
Kiera Dent (05:51.634)
Hahaha
Kiera Dent (05:55.564)
Mm
Kiera Dent (05:59.692)
No, so that was my first two years. Yeah, absolutely. And both of us were there. And I think that that happens, right? You've got all the student debt. I used to call her 2.5, like when she's hunched over, not like good ergonomics. I'm like, hey, 2.5, we're 2.5 million debt. Like with student loans, the practice acquisition, within our first couple of months of owning the practice, our building was being torn down. So we had to move our patient base to another location, build up another practice. So
And I think oftentimes it's how people come out, right? Like you've got a lot of debt, you've been sitting in residency for so long, or you've been in school for so long or whatever it is, or you're an associate and you feel like, okay, I bought this practice. I think there's this like innate desire to just hit the ground running, but we forget that that can only sustain for so long. Like we are human bodies, we are not human robots. And realizing that there's...
so much that can happen. We also were very naive. We did not have systems in place and we just kept adding more fuel to our fire that was already burning and blazing bigger than we were. And so we got to a good place. We were hiring other doctors, but I think that that's where my obsession has come of, like, let's give systems. And I just got off a podcast with one of our doctors that we work with and her and her husband are kind of thriving and jamming the same way I was.
But what they've done differently is we like, we're really specific of let's get all these systems in place before we buy our second location. And like, let's slow to grow rather than like fly to die. Like it was a very different model and they're thriving and they're happy and their marriage is incredible. There's different, like both are available to us. I think I'd prefer, let's take the, take the sustainable route that's very doable that keeps your passion alive rather than killing you off at the beginning.
Brendan (07:46.548)
Yeah, yeah. So when you translate into systems and processes, I, so coming from a clinician, a provider background system and processes, I have an idea, you know, like the system I'm thinking of is like the computer or no, but really in a practice setting, if I could just have some insight to what you mean behind that developing systems and processes before you buy that second practice, what were some of those systems, if I can, if I can know.
Kiera Dent (07:51.178)
Of course.
Kiera Dent (08:01.321)
Yeah.
Kiera Dent (08:06.102)
Sure.
Kiera Dent (08:16.015)
Of course, yeah. And this is what I just geek out on. This is why we have the podcast. It's like tactical, practical with ease. So it's like, do you have a process for how you're doing our billing process? And in Dental A Team, I actually made 12 categories that kind of fall within the 12 months of systems to have. So there's your office management. You've got your practice profitability and your numbers. We have our dental assistants and how we set up our rooms and our operatories. We have our handoffs. We have our
like how we hire and onboard people. We have our operations manual completed. We have our treatment tracker and case acceptance. We have our hygiene protocols to put those into play to make sure our hygiene teams diagnosing and we're treating patients the same way. We have our doctor optimization where we're really working on like, what are the clinical skill sets of our doctors and are we maximizing their skills within? And so those are what I mean by systems. And I'll be completely honest. We were like just two girls flying by the seat of our pants.
So like we did not have a process for billing. We did not have a process for scheduling. It was just like dump it in and we'll figure out how to do it versus like you can have, I mean, I've added multiple millions to people's schedules just by having block scheduling with ease and they're out by four o 'clock, they're out by three o 'clock. We're putting up really hard, like great numbers. The patients are happy, the team is happy. Like literally I have a practice that I took from 2 million to 4 .5 million just by changing their block scheduling.
And so it's like, these are the simple systems that maybe you don't have to go buy another practice unless a DSO or something like that is what you're trying to do. But let's make sure that we have those, because I've also gone to offices and they're like, we're completely maxed out on our space and I find an operatory there. We don't actually have to go buy a bigger building. We can keep it here. We can systematize it here. We can maximize, like, are we doing our handoffs? Are we collecting before they leave? Are we having proper treatment plans?
Are we tracking our case acceptance? Are we watching the things that like our hygiene teams doing? What's our hygienists producing per hour? Are there ways that we can help our patients more? What's our morning huddle? Those systems in place make it clockwork where it's very predictable magic behind the scenes. Like we know we will have magic in our practice because we have systems in place. And maybe we don't have to go for the multi -practices unless that's our drive and our desire, then by all means, let's do it.
Kiera Dent (10:37.408)
but let's make it to where we can stamp it out. I promise you, like you look at McDonald's, think that's the easiest one. They were the crowning jewel of systems. They were not stamping this out haphazardly. They were looking for the efficiency and making it to where each new place would have the same exact experience just in a different location. What's your experience and your practice and how can you go replicate that with ease is really what I mean by systems behind the scenes.
Brendan (10:43.572)
Mmm.
Brendan (11:01.556)
Yeah, and were you doing all this at Midwestern?
Kiera Dent (11:05.67)
No. So at Midwestern, if you recall, I feel like I was your tooth lunch lady. I handed out all the teeth, the composite, the like all the things I don't know in the simulation center. So I worked with the first and second year students and helped with the radiology and all of that. But prior to that, I was a dental assistant, a treatment coordinator, a scheduler, a biller. I just wanted to get a discount on my husband's tuition. I'll be fully honest. And it just had to work out. So then I became this cute little tooth lunch lady. Like, here's your teeth, here's your composite, here's your bands.
Brendan (11:32.958)
Hahaha
Kiera Dent (11:34.99)
And then went and helped her in Colorado and then started helping other dentists just really.
Brendan (11:40.084)
Yeah. And Midwestern, because there are two Midwesterns, there's Arizona and Illinois, right? You were in Arizona, was going to say, because Reno, Nevada. Are you still in Reno, Nevada?
Kiera Dent (11:43.262)
Arizona. We are. Yep. So we still live here. My husband ditches residency here because my family lives over in California. So it was the closest location without paying California tax. Yeah.
Brendan (11:57.16)
Wonderful wonderful and just just just step back to being at Midwestern have you ever seen it like a show or a movie or something where The guy or girl moves the plant that's in the shade into the light and then all of a sudden the flower blooms I Feel like that's where you moved yourself out of the shade into the light not to make the old figurative But I literally see like because because now you're killing it you're consulting with all these practices and stuff doing so no, that's a really
Kiera Dent (12:11.338)
Yes.
Kiera Dent (12:22.262)
Thank you.
Brendan (12:25.662)
First of all, the story is incredible because you've to appreciate someone who takes that hop, skip and a jump gets into the environment. That's a maybe it's a risk and it just they blossom. that's, you know, I don't want to, I don't want to be like a radio show here, but I, know, I really seek for the optimism in people's lives. There's a lot of fear going on these days. There's a lot of skepticism, a lot of conspiracies, and it's really nice to find let's let's hone back in together and let's really get into the nitty gritty of the good things.
Kiera Dent (12:37.568)
Thank you.
Brendan (12:54.898)
and success stories. yeah, so that's just, wanted to touch that really there because I really appreciate that. You know, we need, we need risk takers and we need to admire those and understand how they did it. Okay. So moving on, can you just shout out your podcast on, so everyone knows?
Kiera Dent (12:55.308)
Totally.
Kiera Dent (12:58.7)
Thank you.
Kiera Dent (13:07.916)
Yeah, of course. Yeah, we have the Dental A Team podcast. Gosh, I think I'm about up to, we might have surpassed our 900 mark and headed towards our 1000 mark of episodes. So definitely try to have a ton of resources for free out there. And for any dentists out there listening or students, like I love the students. Clearly I have a very soft spot in my heart for students and residents, people who want to grow. But if you go to our website, TheDentalATeam.com, we have our podcast link.
And literally you go and you type in anything, treatment planning, scheduling, verbiage for dropping insurance, like you name it. I probably have a podcast or two on them and all of our databases there for you. So trying really hard just to give back. and like you said, my goal is to positively impact the world of dentistry in the greatest way possible and just remind us of how like blessed we are to be able to change people's lives through dentistry. And, I truly believe that owning a practice should not be hard. It does not need to be hard. You can still have everything you want. So yeah.
Our podcast, The Dental A Team, love to have you there. Thank you for that shout out.
Brendan (14:10.314)
Yeah, thank you. Thank you. Now continuing, if you can do me a favor and on your Instagram, the bio, if you can just change, I think you changed the name of your handle, your organization, the company, the podcast, that handle changed in your bio. I think it's, might've been an older handle, but you can't click it is what I mean. We just got to fix that. That'll help out your followers so that they can make the link between you and you know, and your consulting group. Just something I noticed, but yeah. So, so moving on for there.
Kiera Dent (14:12.897)
Yes.
Kiera Dent (14:19.965)
Mm
Kiera Dent (14:26.842)
sure.
Kiera Dent (14:32.118)
Yeah.
Thank you.
Brendan (14:37.852)
So you have the pockets you have on providers and stuff. You just had Dr. Jason Auer back on. I just saw him last week at the Amos conference, which is pretty cool. And I had him on the podcast last year. That's a lot of fun. How often do you meet with providers, owners, DSOs versus private practices? I'm curious what the percentages are there. And then the percentages of providers versus do you ever talk with other
Kiera Dent (14:43.36)
Okay.
Brendan (15:06.74)
people that consult for practices.
Kiera Dent (15:09.022)
Yeah, for sure. So hopefully I understood your question. I'll answer and if I missed it, please, I'm here for it. But our consulting primarily focuses on GP practices. We have a really strong pediatric following as well. Some OS, some ortho. We kind of dabble in all of the specialties a little bit, but really GP and our niche is to work with the practice owners. We sometimes will work with their associates, so the doctors and then also the team. As I found,
Like we put so much out there for the doctors. Like everybody is targeting the doctors. Why would they not? The doctors are the buyer, the doctors are the ones running the practice. But I realized if we can elevate the team as well and we can teach the team to think like owners and we can get the team inspired and excited, that's 90 % of the battle of having a successful practice. So we coach both. We raise up office managers. We build leadership teams. We do quarterlies. I do work with startup practices all the way up to multi -level DSOs.
And so really kind of everything in between my sweet spots, usually the two, three, four, five locations is really what I love to do or practice owners who are wanting to grow and possibly sell to a DSO. I love the startups. love to give them the system so they really do well. Exponentially, we have an entire CE online database that's got operations manual and all those pieces, but really my body has physically been in over 250 dental practices. I used to travel about
265 days a year. And so I now have cut that back and I don't travel as much as I used to for work. I do more for fun, but that's really kind of our nutshell. And then we bring all of our doctors together and I love to get doctors to just share. from the brand new owner to the experienced owner, having them collaborate together in mastermind settings where there's so much knowledge, I get to see it. Most people don't get to be in 200 offices. They don't get to work with 200 teams.
But to bring all these teams together and bring all these doctors together, that's where we elevate and lift everybody up. And so it's really fun. So hopefully that answered your question, but if not, ask any other ones about that.
Brendan (17:15.124)
Yeah, yeah, yeah. No, that definitely answers it. And what kind of percentages are you at now versus in the beginning working with DSOs versus smaller private practices? I'm curious.
Kiera Dent (17:23.66)
Gotcha. So we're more like, I would say 90 % are our private practices and 10 % are the DSOs. However, a lot of our practices do sell to those larger DSOs, which I think is just a common piece right now. But I am very pro not, I don't have a one size fits all. Our consulting is very much, what does that doctor want to do? And some doctors are like, Kiera, I get emails from DSOs every other day, but that's not what I want to do.
And my job's not to say like, let's build it to sell to a DSO. My job is to say, Brendan, what life do you want to have? What do we want to do? Where do you want to be? Like, what do you want your financial retirements to be? How much time do you want off from the practice? And let's build your practice to suit your life and fulfill your life. Because if you are happy and thriving, everything else will fall into place.
Brendan (18:10.516)
Yeah, I would like everything else to fall into place one day. Hopefully nine months after graduating, that's the goal. I did already sign with a practice. It's a multi -practice out on Long Island. How many practices have you worked with on Long Island?
Kiera Dent (18:12.492)
It will.
Kiera Dent (18:20.351)
Amazing.
Long Island, I've actually had two over there. So I've definitely been up in that area. I had a practice in the Bronx, definitely not dental 365. I used to work with an office named Brian Stimler. He was out there and then there was another office in there just slipping. This was, mean, we're talking six years ago that was in Long Island. I like, I could see them. I just cannot remember their name. I'll look it up post show and let you know.
Brendan (18:27.786)
10 .0365, who, who, can I know?
Kiera Dent (18:46.829)
But yeah, I'm flying out to Canadaigua on Sunday to go and work with a practice up there. So I still come out that way, but I don't have any more on Long Island.
Brendan (18:56.02)
That's all right. Wow. Okay. So you're all over the U S Canada at all. Cause you mentioned.
Kiera Dent (18:59.198)
Mm -hmm. So I have consulted in Canada. I've consulted in Australia and New Zealand as well. I was trying to do the whole international thing. We have lots of listeners international, which is super fun. But I almost got deported from Canada on one of my visits. after that, which I thought Canada of all the places. So almost the client told me just to say I was going for fun. so I did. They like searched my phone.
Brendan (19:15.546)
What? How did that happen?
Kiera Dent (19:27.722)
They were like, what are your clients? What do you do? Like, what do these friends do? They're dentists and they told me, technically I'm allowed to go over there to collect data without a visa, but if not, that they could deport me. I was so scared. I've never been that scared in my entire life. I was shaking. I definitely went and visited by Niagara Falls. Like I literally was a whole complete tourist. I told my clients like, I'm sorry, we'll not be doing anything. We still have a good giggle from that time. But yeah, after that, I just stopped.
Traveling International for development.
Brendan (19:57.802)
Is that by plane, car? Like what?
Kiera Dent (20:00.308)
It was in the airport. I should have. So it's funny. I was actually in Canandaigua and their practice was in Toronto and it was like a two, maybe a two hour drive across the border. And I should have done that. But my assistant at the time, like we were just new, we were young and I had someone booking travel for me. And so she flew me back to Newark and then flew me to Toronto. And when I did that going through Toronto customs, I was rookie.
The things I did wrong one I was dressed like a business professional on a Saturday Two I was trying to be so super ultra honest and put that I had peanuts like I had nuts in my bag Which was so dumb like I wasn't eating it there like I don't know what my thought process was on it And I remember getting a pink line across my little document going into Canada Which sent me to the right not to the left. I was sitting there waiting forever then I started to wonder like
Why am I in this line? Like usually this is a faster thing. Then I started to get nervous. like I have contracts and things like that in my email. Luckily when I got up there, the lady was not having any, anything like we were not getting onto good terms. Like they're very strict at border control. And luckily my, they're so mean.
Brendan (21:14.794)
They are like for like it's good to be strict, but you're there for business. What's wrong with I don't like why are they stopping? I don't know what and the peanuts. What's wrong with peanuts?
Kiera Dent (21:22.152)
So they say, are you bringing any nuts with you? And I was like, why did I say yes to that? Just don't eat them while you're over there if you accidentally, or throw them away. I don't know what my deal was. yeah, but then on my flight back, my client was like, you're fine. You got over. And I said, I don't think I'm fine. And truth be told, when I went back to the airport, there's a code that they'll put on some tickets. I couldn't check in. So when I was flying back, I wasn't allowed to check in on.
line said go to the airport. I printed my ticket and I got four S's on my boarding pass, which then meant I got searched up and down left and right. The really cool thing is because I do work in dental offices, my bag and my shoes actually flagged that I had bomb making materials on me. They asked what I do for work and what my husband does for work, found out we were in healthcare, which I mean, there are some things that we do have in dental offices that probably could contribute.
Brendan (21:56.554)
no, yeah.
Kiera Dent (22:20.214)
So when they found out I worked in healthcare, I was allowed to go, everything was fine. I got to the gate, I got searched again at the gate, and then finally I was able to fly back home. So I have never been so excited to see the US flag flying after. So that was my end of international consulting. I've still consulted people in Canada, but they have to come over to the US. I'll meet them right at the border, but we do it all in the US now. So that was a good lesson learned early on.
Brendan (22:46.665)
Okay.
Yeah, yeah, fair enough. And you could probably do a bit virtual. Why do you need to meet in person? I'm curious.
Kiera Dent (22:54.74)
Yeah. So that was like really what I built the company on and we've since shifted and whatnot. But what I found was like going to people's offices, like I went to one office, I'd been consulting them for about six months and I walked in and they had paper charts. Never once did paper charts come up on any of our calls. And I'm like, excuse me, we have paper charts in this office. Like how was that never a conversation? And what I realized is what me as a consultant might see that maybe isn't like
a good flow or good things, a dentist who's been doing this for years might not even know that that's abnormal. And so sometimes being able to see the practice can really help. It can really help us evaluate. We can get the team on board. So that's been something that's been really fun. But we've also now learned that, like, I think after seeing so many practices myself, we know a lot more of the questions to ask of the team pieces of the flow. There's different ways. mean, COVID really helped exponentially grow that virtual piece. And honestly, we can get, I would say,
We're like 98 % as good of results virtually as we were getting in person. So the only thing I think people miss is just like us being with their teams. So now we're flying all of our doctors and teams together. So we're still able to influence. And we learned through COVID, we did virtual team events and teams love it. Like we ship swag boxes and we really learned how to have this like fun, engaging experience virtually that teams get bought into. And then it's cheaper for the doctors not to have to fly an entire team.
Brendan (23:58.548)
if could.
Kiera Dent (24:22.092)
to a location as well.
Brendan (24:23.956)
Right, right, right, right. I just thought of a couple things to ask you really quickly. Have you ever met Paul Vigario of SurfCT? No, okay, they're an IT company. They do a bunch of things, but you were mentioning kind of, I forget the exact word you used, but you were saying like building up and motivating the team of the dental office. He uses the word empower, which I thought was interesting. I didn't know if you guys had crossed paths or something, but he would be a good person to connections in the network. The other thing is I could,
Kiera Dent (24:31.658)
I have not. That'd be a one.
Kiera Dent (24:42.221)
Mm
Kiera Dent (24:50.944)
Yeah.
Brendan (24:53.8)
I wanted to ask you because you like to go your at least you started the business by going in person to these offices. Do you have any recommendations that you make as far as the flow? Because you have the waiting room and then you have the operatories and all double chairs. Maybe if consult consulting group, consult rooms and follow up rooms next to them. And then towards the end on the way out, it's different from the entrance because people got dental treatment and they got to make that payment. Hopefully before they leave the office. Is that anything that you evaluate and make better or
Kiera Dent (25:19.717)
Mm -hmm.
Kiera Dent (25:23.564)
Totally. Yeah. One of my offices, they're a very big booming practice. They do over 14 million a year in one location. And I went up to their office and it's kind of my running joke. said, you guys, I don't even want to put this on my resume that I did this for your practice. We're talking big booming practice, huge practice. They've been doing amazing for years. What I implemented in their practice were flowers that I went and bought from the store.
and put in vases at their checkout location because what I noticed is they were not getting a high of cases closed because there was no privacy. It was too big of a thing. And I also noticed the flow was really confusing because people were coming from both directions and they were actually running into each other. Patients were backing up, patients were leaving. And I'm I'm kind of embarrassed that like, Kiera Dent came in, Dental A Team, and I put flowers on your checkout.
But what happened was their case acceptance skyrocketed. The patient flow I practiced with the entire team. Because what's crazy is those little things we don't think about, but the patient experience exponentially increases and our case acceptance goes up exponentially. So I'm like a miracle girl in practices. Case acceptance is my jam. Having really smooth flows for practices is really what I love to do. And so yes, in my perfect world, if I get to see your blueprints before you build the practice,
Always having an in and an out because it really helps but if like the practice is how it is Let's figure out flows Sometimes I'll just add a little bench by the checkout where people can actually seat their patients so the patient's not leaving the door Little different things where you can hand like a route slip or anything of communication like the baton passing between the front and the back office so that way everything is just so clean and what's going on between the front to the back and having that flow very
very easy. But yeah, that's something I really love to see. Because just one small little thing or in big offices, I do like a direction and a flow of traffic. So that way we're getting all patients going through one door, getting them to check out, there's a set process. I call it like the HOV lane or the like, so they're just a quick checkout, like a speedy checkout, send them to this person. If they're a longer one, put them here, have different people that are better with different skill sets at those two seats.
Brendan (27:16.394)
Interesting.
Brendan (27:30.378)
I like that.
Kiera Dent (27:41.61)
Sometimes on the check -in, I'll have people take payments, so we're not backing them up. In really large practices, when they start to get bigger and bigger, I will start to have the clinical team, like very easy. If they just need a fluoride payment, just swipe that card in the back, very easy. We can get credit cards on file. And then there's checks and balances to make sure none of it gets missed because more hands in pots can oftentimes lead to chaos. But if it's a systematized way, you can do so much with a flow and make everybody's life so much easier.
Brendan (28:09.738)
Absolutely. So then at least to my next question and right on that, virtually, how do you assess someone's patient flow and the routes and finding that HOV lane?
Kiera Dent (28:18.348)
So, oftentimes we will still go to practices, but if I'm not in a practice, it's really simple. Like do a little FaceTime video with me, like walk me through your practice, show me what your patients are doing. and what's really fun about our consulting is when you've seen so many offices, you can like within 10 minutes of being in a practice, I already know what they could do to improve very quickly. Cause you just see it. It's like we're playing a game and I spot it. And so just do a fast, easy FaceTime. I've got an office right now and
We work through their entire flow virtually and everything's moving really well. So just an easy FaceTime or a Zoom will take me around the whole office and we can just pick up a small little change here or there.
Brendan (28:59.998)
that a lot. Are you only working with general dentistry? Can you come over and work in oral surgery at least a little bit? Maybe.
Kiera Dent (29:05.782)
course. Yeah, we have three OS offices right now. So yes, we do branch out to other specialties. OS is fun. I like working with GPs that did implants and things which I get there's a world of like OS you're more trained. GPs love to dabble. I think like I'm not here for that debate but I am here for I love OS. I think OS is so awesome the things that we can do for patients I think.
being able to give people confidence back, being able to do it with so much ease. I love surgery, I love surgery cases, I love implants, I love bone grafting. We did a ramus and we harvested the ramus for an implant and it did not go well. So I have a lot of respect for MaxoFacial who do it well because ours was not a good experience. But it's just fascinating the thing. So yes, we definitely work in OS and help with that.
Brendan (29:43.08)
A lot of fun, yeah.
Kiera Dent (30:04.202)
And they're just different things.
Brendan (30:04.532)
You said, yeah, you said three office. Is it three different offices or like one organization or the three different organizations? Okay. Okay. It is one of the max. I'm curious, max, Dr. Iraq's.
Kiera Dent (30:09.652)
Mm -hmm. Mm -hmm. Yeah. Yep. Yeah. No, no. I would love to just go see how they do it because I think I'd learn so much. And that's the other fun thing. I am always, I tell offices, I'm like, I'm here to teach you any tip and piece that can make your life easier, but I'm also here to learn from you too. So much of what we do in our consulting, yes, came from experiences and things we brought to it.
But there's so many great ideas that I see in offices that I'm obsessed with. I've seen really awesome ways to cut down supply costs just with tip -out bins. I've seen awesome ways with flow. I've seen really awesome things with things you do in the waiting room. There's just so many cool things when you go and see offices. So I would love to go see Mac's offices. What are they doing? What's their patient experience like? What's their team experience like? Because offices...
Brendan (30:45.567)
Mm.
Brendan (31:01.587)
Yeah.
Kiera Dent (31:05.164)
It's usually dependent upon the owner doctor. I'm like, you can easily, I usually within like five or 10 minutes of meeting a team, I can tell, will they be successful or not? And most of it is due to the owner doctor and how they are. Dr. Jason, he's incredible. He has such a heart of gold. He's very committed to where he's going. I'm like, he, he like plants success everywhere he goes because of who he is. like, his team of course is thriving. know they're thriving without even seeing his office. So yeah, it'd be really fun to go see him.
Brendan (31:14.452)
Hmm
Brendan (31:34.132)
They are, they really are. And you need to meet Megan Dwyer too. She's like his go -to, maybe you know of her though. Yeah, they are, their organization is pretty incredible. Of the DSOs, I would put them at the top of the list, I think. Moving forward, I'm very curious to see, because they're fairly new. They've been in it for a bit, but they're fairly new. I'm curious to see where they go. I still have a couple more questions if you have some more time. What's, so here's a quick one. What's something you like to spot the,
Kiera Dent (31:34.986)
Thank
Kiera Dent (31:47.104)
Mm
Kiera Dent (31:57.546)
Yeah, of course I do. Yeah, absolutely.
Brendan (32:03.838)
The gaps, I love that. What's one difference you see in oral surgery offices that's different from the general dentist office?
Kiera Dent (32:11.3)
Wes is just big treatment plans most of the time. Like it's a, we're not, we're there to build a relationship. We're there to love them, but we're not there. Like you're not there Dennis forever. Like you guys are there for very much a specialty. And so like the way you schedule an OS practice compared to how I schedule a GP practice, the relationship building with an OS practice, a lot of it's going to be relationship building with all your GPS in the area where GPs.
are more about just attracting patients in. So that's something I see a lot, but OS is, I think OS is helping the doctors. OS has a reputation of like, pop that anesthetic in, take the teeth out and off they go. It's kind of a little bit more, it is a little more rash. And so just helping those doctors realize like that experience is getting you the reputation all the way out. Like you're an incredible surgeon.
Brendan (32:59.06)
more rash. Yeah.
Kiera Dent (33:08.372)
Make sure the bedside manners match your expertise. Make sure that patient feels your love for them because dentistry is such an intimate experience. Like nowhere do you let a stranger put their fingers in your mouth. Like it's just, weird. Like we literally let these strangers do it. It's very weird. And so helping those, is. And then a lot of OS, I noticed that they're such brilliant surgeons that they struggle with team dynamics a lot.
Brendan (33:19.388)
It is. It's your mouth. Yeah.
Very vulnerable, yeah.
Kiera Dent (33:35.424)
That's something I noticed more so in OS than I noticed in GP. so helping them see like you are this incredible surgeon and I want you to be the expert there. And I also want you to be a human to your team. Like Dr. Jason is, he is a very different OS. He doesn't have that chip. He doesn't have the, which I mean, my husband's in medicine too. And there's some surgeons who have that chip on their shoulder and they're total jerks. And like I watched even in the health