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Today's New York Times has a story about a physician, Dr. Abraham Verghese, who is trying to get medical students to understand the importance of listening to patient symptoms and physically examining their patients rather than relying on technology which is expensive, takes time , exposes patients to potentially dangerous levels of radiation to sometimes have unnecessary surgery.
Please read the article for yourself at:
http://www.nytimes.com/2010/10/12/health/12profile.html?src=ISMR_HP_LO_MST_FB
See, I am not the only one who thinks that medicine and dentistry are in decline and perhaps the old ways are still the best ways.
Tuesday, October 26, 2010
Saturday, October 23, 2010
How a Patient Feels
Andre Agessi, the former tennis star, appeared in Cannon advertisements and said 'IMAGE IS EVERYTHING.'
Andre and Cannon are right! How a patient feels about you or their PERCEPTION of you is as important as reality.
I received this wonderful email from a former patient:
question: I am looking to go back to Dr. Ben. My insurance is different now so am not sure if you accept it. I have Fedelis/Medicaid. Not many dentist accept this insurance especially someone as grand as Dr. Ben. Could you let me know please I really appreciate it. Thanks
I am so touched that a former patient would say, "...especially someone as grand as Dr. Ben."
This is someone that I have not treated in a few years.
I am TRULY HONORED by my patient's opinion of me.
Andre and Cannon are right! How a patient feels about you or their PERCEPTION of you is as important as reality.
I received this wonderful email from a former patient:
question: I am looking to go back to Dr. Ben. My insurance is different now so am not sure if you accept it. I have Fedelis/Medicaid. Not many dentist accept this insurance especially someone as grand as Dr. Ben. Could you let me know please I really appreciate it. Thanks
I am so touched that a former patient would say, "...especially someone as grand as Dr. Ben."
This is someone that I have not treated in a few years.
I am TRULY HONORED by my patient's opinion of me.
Friday, October 22, 2010
And Then She Cried
Our television marketing during the last year has allowed us to meet many patients who have been desperately searching for a dentist with an expertise in the area of cosmetic dentistry or a dentist who is more concerned with taking care of their patient than the financial gain that can be made from dentistry.
I met a patient yesterday who is successful in her career but has always been affected by her obviously crooked smile. For years she has complained to her dentists that 'something is wrong' and they would tell her to 'get used to it.'
I think that most of you know that I will ALWAYS put my patient's best interest ahead of my financial gain. Because I have studied with some of the best dental specialists in the world including orthodontists and periodontists, I know that there are several causes for the canted or crooked smile. One cause is viral and another possible cause is trama in which one side simply stops growing while the other side grows normally as the child gets older and assumes an adult size head and face..
This patient will be referred to an orthodontist who will probably refer her to an oral surgeon. I told her that it is more important for her to learn about her problem before she decides which dental treatment approach she should follow.
I did a direct resin mockup for my patient which is a 'PREVIEW' of what the final outcome will be if she decides to have treatment. I showed my patient what she could look like if she has treatment and excused myself to check my hygiene patient leaving her to discuss her 'PREVIEW' with Tricia. When I returned, the box of tissues was on the counter and it was obvious that my patient had been crying.
She told me of her frustrations with convincing other dentists that she had a problem and this was the first time in her life that she had looked NORMAL and it was simply overwhelming for her.
I do not know whether this patient will have surgery and orthodontic treatment or whether I will be the treating dentist. What I do know is that my new patient knows that I am knowledgeable in my field and that she can trust me to do what is in her best interest.
Not bad for a one hour appointment..And then she cried.
I met a patient yesterday who is successful in her career but has always been affected by her obviously crooked smile. For years she has complained to her dentists that 'something is wrong' and they would tell her to 'get used to it.'
I think that most of you know that I will ALWAYS put my patient's best interest ahead of my financial gain. Because I have studied with some of the best dental specialists in the world including orthodontists and periodontists, I know that there are several causes for the canted or crooked smile. One cause is viral and another possible cause is trama in which one side simply stops growing while the other side grows normally as the child gets older and assumes an adult size head and face..
This patient will be referred to an orthodontist who will probably refer her to an oral surgeon. I told her that it is more important for her to learn about her problem before she decides which dental treatment approach she should follow.
I did a direct resin mockup for my patient which is a 'PREVIEW' of what the final outcome will be if she decides to have treatment. I showed my patient what she could look like if she has treatment and excused myself to check my hygiene patient leaving her to discuss her 'PREVIEW' with Tricia. When I returned, the box of tissues was on the counter and it was obvious that my patient had been crying.
She told me of her frustrations with convincing other dentists that she had a problem and this was the first time in her life that she had looked NORMAL and it was simply overwhelming for her.
I do not know whether this patient will have surgery and orthodontic treatment or whether I will be the treating dentist. What I do know is that my new patient knows that I am knowledgeable in my field and that she can trust me to do what is in her best interest.
Not bad for a one hour appointment..And then she cried.
Some Don't Like Us
When I was young, I played sports and ran track and cross country. I always tried my best but frequently failed to be as good as the best on our team. That said, I ADMIRED my team members for their athletic skills and I wanted to be just like them.
I told you that I have had two significant mentors in my career and more than a few minor mentors. I was NEVER jealous of my colleagues for being a better dentist than I was but I used THEIR talent and THEIR expertise to motivate and help ME become a better dentist for you, my patient.
In today's world and especially in the severe economic recession that we find ourselves, many dentists actually dislike other dentists who are pursuing excellence. Their feeling is "How dare Dr. so and so think that he is a better dentist than me. We are ALL good dentists."
I WANT to be like my mentors. I WANT to be a great dentist for my patients. I don't dislike anyone that is following the path to excellence EVEN if they are a better dentist than I am. It will only inspire ME to rise to my next level of excellence.
It reminds me of the L'Orell Commercial: "Don't Hate Me Because I Am Beautiful."
I told you that I have had two significant mentors in my career and more than a few minor mentors. I was NEVER jealous of my colleagues for being a better dentist than I was but I used THEIR talent and THEIR expertise to motivate and help ME become a better dentist for you, my patient.
In today's world and especially in the severe economic recession that we find ourselves, many dentists actually dislike other dentists who are pursuing excellence. Their feeling is "How dare Dr. so and so think that he is a better dentist than me. We are ALL good dentists."
I WANT to be like my mentors. I WANT to be a great dentist for my patients. I don't dislike anyone that is following the path to excellence EVEN if they are a better dentist than I am. It will only inspire ME to rise to my next level of excellence.
It reminds me of the L'Orell Commercial: "Don't Hate Me Because I Am Beautiful."
It Is Amazing
Two years ago an older colleague from Toronto, Canada sent me an email after he saw my work posted on the ACE forum. This is his email:
Hi Gerald
"I'm in awe of your posterior composite work. It's far better than it has to be (although sadly, too many of our colleagues [by license, not by choice] are satisfied with work that's far worse than it should be). Attached are a couple of my composites that used to please me until I saw yours! Now I have to start all over again (at 68) to raise my bar.
Anyway, the reason I'm writing is that I'm presenting a hands-on workshop this fall which will include posterior composites, and I was wondering if you would be willing for me to show (with full attribution of course) some pictures from some of your postings to ACEsthetics, to show what skilled hands and mind can deliver. I'd like to make people both aware of what's possible, and a little insecure, as well!.
"No" is an answer, of course, and if you don't want them shown I will certainly respect that.
But I do like your work!"
Thanks
Roel
Today Dr. Wyman sent me an email reminding me that he appreciated my work and asked if it would be possible to visit my office to learn how I place my direct posterior restorations.
I am amazed and honored by some of my colleagues who acknowledge excellence when they see it and then want to learn how to improve their own work for their patients.
All I ever wanted to do was to take care of YOU, my patient and for the last 7 or 8 years, my peers recognize our work as some of the best they have seen and ask to be mentored. What a SPECTACULAR career I have had.
Hi Gerald
"I'm in awe of your posterior composite work. It's far better than it has to be (although sadly, too many of our colleagues [by license, not by choice] are satisfied with work that's far worse than it should be). Attached are a couple of my composites that used to please me until I saw yours! Now I have to start all over again (at 68) to raise my bar.
Anyway, the reason I'm writing is that I'm presenting a hands-on workshop this fall which will include posterior composites, and I was wondering if you would be willing for me to show (with full attribution of course) some pictures from some of your postings to ACEsthetics, to show what skilled hands and mind can deliver. I'd like to make people both aware of what's possible, and a little insecure, as well!.
"No" is an answer, of course, and if you don't want them shown I will certainly respect that.
But I do like your work!"
Thanks
Roel
Today Dr. Wyman sent me an email reminding me that he appreciated my work and asked if it would be possible to visit my office to learn how I place my direct posterior restorations.
I am amazed and honored by some of my colleagues who acknowledge excellence when they see it and then want to learn how to improve their own work for their patients.
All I ever wanted to do was to take care of YOU, my patient and for the last 7 or 8 years, my peers recognize our work as some of the best they have seen and ask to be mentored. What a SPECTACULAR career I have had.
Two Decades of Knowing What is Best
The New York Times ran an article yesterday discussing that folks no longer wanted fake looking teeth if they were going to have cosmetic dentistry.(Here is the article)
http://www.nytimes.com/2010/10/21/fashion/21SKIN.html?_r=2&scp=1&sq=veneers&st=cse.
As you know, I have been a dentist for almost 35 years and have been doing cosmetic dentistry (ALONG WITH GENERAL DENTISTRY) for almost 20 years. And for all of that time, the goal of Tricia, Jeanine and I has been to create the most beautiful BUT NATURAL looking smile that was, in reality, a one time piece of art only suitable for that particular patient. We always looked to the patient's facial features, their skin color, hair color, eye color, shape of their face etc. so that we could custom contour our teeth or porcelain to perfectly fit our patient. We are the ONLY dentist in the Capital District of NY and indeed one of the few dental offices nationally that customizes each piece of porcelain to create that perfect piece of dental art work. Here is a small piece of the article:
"But these days, there’s a growing demand for painstakingly customized, natural-looking veneers created by professional dental ceramists, offering a balance of lifelike translucency and opaque whiteness. The lifelike “flaws” requested by patients include rotating the teeth next to the center pair so they overlap a little; subtly discoloring veneers toward the gumline so it looks between-cleaning realistic; and adding grooves so the porcelain isn’t oddly smooth."
Isn't this amazing...It is taking my profession and our patients 20 years to realize what was obvious to Tricia, Jeanine and me: People want beautiful TEETH and not fake pieces of porcelain. How did we intuitively KNOW what was the right thing to do? Because the three of us are perpetual students of our craft and we never settle for mediocrity.
I am thrilled that we continue to lead our profession in the pursuit of excellence even if it takes 20 years for others to tell us that we are right. We would love to be your family dentist or your cosmetic dentist and we promise to do our very best to make you happy.
http://www.nytimes.com/2010/10/21/fashion/21SKIN.html?_r=2&scp=1&sq=veneers&st=cse.
As you know, I have been a dentist for almost 35 years and have been doing cosmetic dentistry (ALONG WITH GENERAL DENTISTRY) for almost 20 years. And for all of that time, the goal of Tricia, Jeanine and I has been to create the most beautiful BUT NATURAL looking smile that was, in reality, a one time piece of art only suitable for that particular patient. We always looked to the patient's facial features, their skin color, hair color, eye color, shape of their face etc. so that we could custom contour our teeth or porcelain to perfectly fit our patient. We are the ONLY dentist in the Capital District of NY and indeed one of the few dental offices nationally that customizes each piece of porcelain to create that perfect piece of dental art work. Here is a small piece of the article:
"But these days, there’s a growing demand for painstakingly customized, natural-looking veneers created by professional dental ceramists, offering a balance of lifelike translucency and opaque whiteness. The lifelike “flaws” requested by patients include rotating the teeth next to the center pair so they overlap a little; subtly discoloring veneers toward the gumline so it looks between-cleaning realistic; and adding grooves so the porcelain isn’t oddly smooth."
Isn't this amazing...It is taking my profession and our patients 20 years to realize what was obvious to Tricia, Jeanine and me: People want beautiful TEETH and not fake pieces of porcelain. How did we intuitively KNOW what was the right thing to do? Because the three of us are perpetual students of our craft and we never settle for mediocrity.
I am thrilled that we continue to lead our profession in the pursuit of excellence even if it takes 20 years for others to tell us that we are right. We would love to be your family dentist or your cosmetic dentist and we promise to do our very best to make you happy.
Sunday, October 17, 2010
The Golden Stardard (The Golden Rule)
We often hear the term The Golden Rule and we immediately think of what our parents taught us about 'doing unto others as you would like others to do unto you.
In reality, the Golden Standard is another way of saying 'Do The Right Thing.'
Isn't doing the right thing, The Right Thing? And why don't we ALWAYS do the right thing?
Usually the answer involves money...Doing the right thing COSTS more and most people don't want to pay for something that costs more. They say that they do but they really don't. In dentistry, Doing The Right Thing usually costs a lot more. For instance, very few dentists schedule more than 15 minutes to do a filling so the result is usually that the filling is 'minimally acceptable.' To do the filling according to the Golden Rule, the dentist must schedule AN HOUR, use a rubber dam, meticulously apply the adhesive protocal and carefully place the resin filling..
Most dentists would say, "Takes too long."
Most patients would say, "Costs too much."
So both patient and dentist agree that they do not want to follow the Golden Rule. And when treatment fails, many patients forget that they didn't want to pay the dentist to follow The Goldent Rule. "Why didn't that dentist do it right?" is usually the question that many patients ask after the fact. It failed because someone Didn't Do The Right Thing.
I will not apologize for following the Golden Rule...My work takes longer than average and costs more than average.
We proudly follow The Golden Rule in our office. And the dentists that I refer to also follow The Golden Rule.
In reality, the Golden Standard is another way of saying 'Do The Right Thing.'
Isn't doing the right thing, The Right Thing? And why don't we ALWAYS do the right thing?
Usually the answer involves money...Doing the right thing COSTS more and most people don't want to pay for something that costs more. They say that they do but they really don't. In dentistry, Doing The Right Thing usually costs a lot more. For instance, very few dentists schedule more than 15 minutes to do a filling so the result is usually that the filling is 'minimally acceptable.' To do the filling according to the Golden Rule, the dentist must schedule AN HOUR, use a rubber dam, meticulously apply the adhesive protocal and carefully place the resin filling..
Most dentists would say, "Takes too long."
Most patients would say, "Costs too much."
So both patient and dentist agree that they do not want to follow the Golden Rule. And when treatment fails, many patients forget that they didn't want to pay the dentist to follow The Goldent Rule. "Why didn't that dentist do it right?" is usually the question that many patients ask after the fact. It failed because someone Didn't Do The Right Thing.
I will not apologize for following the Golden Rule...My work takes longer than average and costs more than average.
We proudly follow The Golden Rule in our office. And the dentists that I refer to also follow The Golden Rule.
Take Care of My Son: The Golden Standard
Sometimes things happen to our children when they aren't as careful as we would like them to be. A young college student was hit in the mouth playing racket ball and broke his front teeth. He selected a local dentist and was told that he needed to have a root canal and a crown on one tooth and have the other front tooth extracted and an implant placed. The son called his father who did not like the idea of having a front tooth removed and called his own dentist to find out WHO the best local dentists were 650 miles away from home. Some calls were made AND the internet was used to select talent a great distance and in another State. The young man's father was able to assemble a talented team of dentists because he KNEW that there was a better solution for his son's broken teeth. One by one, the father spoke with the different dentists that he assembled and gave us the same instructions: "Please take care of my son."
I am honored to be selected for the team to take care of this young man. I am also extremely pleased that his father remembers the old days where excellence could be found to solve problems that average physicians and dentists were not likely to be able to take care of.
"Please take care of my son" is all that we needed to know. The father's instructions were clear.
I am honored to be selected for the team to take care of this young man. I am also extremely pleased that his father remembers the old days where excellence could be found to solve problems that average physicians and dentists were not likely to be able to take care of.
"Please take care of my son" is all that we needed to know. The father's instructions were clear.
Thursday, October 7, 2010
When Your Mentor Speaks
I have been fortunate to have two long term mentors: Dr. Fred McIntyre on the East Coast and Dr. Frank Spear from the West. One of the unspoken goals in the mentor/mentee relationship is to one day receive a major compliment from your mentor.
I have been very lucky to receive many supportive comments from each of my Mentors. Today I received the following email from Dr. McIntyre:
"Congratulations on your promotion at the dental school. It is about time that they recognize your contribution to esthetic dentistry. Excellence in Esthetic Dentistry--It is interesting that they finally understand the importance to the school and to dentistry."
I am honored by Dr. McIntyre's comments. He should not be surprised by the things that I have accomplished in my long career since he taught me most everything that I know.
I have been very lucky to receive many supportive comments from each of my Mentors. Today I received the following email from Dr. McIntyre:
"Congratulations on your promotion at the dental school. It is about time that they recognize your contribution to esthetic dentistry. Excellence in Esthetic Dentistry--It is interesting that they finally understand the importance to the school and to dentistry."
I am honored by Dr. McIntyre's comments. He should not be surprised by the things that I have accomplished in my long career since he taught me most everything that I know.
Monday, October 4, 2010
We All Say Goodbye
September 28, 2010 was our last day in our Troy office.
Literally half of my life was spent in the semi rural area of Troy taking care of my patients.
I must be honest and tell you that I did not shed a tear when I walked out for the last time despite the fact that I did cry with some elderly patients who will not join us in Saratoga. Every single patient thanked me for taking care of them and told me that I was the best dentist that they ever had. I love these patients and I will miss them.
I am so thrilled to have the opportunity to move to a wonderful new location and to start the final chapter in my professional career. I love fixing teeth and never once considered walking away from the thing that I enjoy doing the most.
As I enter the final ten or fifteen years of my career, I will make the same promise to you that I have made to every patient during the last almost 35 years. I will do my very best to take care of you and make you happy.
What more can I do?
Literally half of my life was spent in the semi rural area of Troy taking care of my patients.
I must be honest and tell you that I did not shed a tear when I walked out for the last time despite the fact that I did cry with some elderly patients who will not join us in Saratoga. Every single patient thanked me for taking care of them and told me that I was the best dentist that they ever had. I love these patients and I will miss them.
I am so thrilled to have the opportunity to move to a wonderful new location and to start the final chapter in my professional career. I love fixing teeth and never once considered walking away from the thing that I enjoy doing the most.
As I enter the final ten or fifteen years of my career, I will make the same promise to you that I have made to every patient during the last almost 35 years. I will do my very best to take care of you and make you happy.
What more can I do?
Leslie Says Goodbye
Leslie has worked with me for 26 years as one of my two hygienists. Leslie made the decision that going to our Saratoga office was not what she wanted to do and I respect the decisions that my staff makes both for their personal reasons and when we decide to move our practice in new directions.
Leslie has not had an easy life and we have held strong as an office in providing support for her during a divorce and an illness. We don't let each face obsticles alone and we will do whatever it takes to help when one of us faces a hardship.
After Leslie's illness a few years back, she sent me a very touching note telling me how much she appreciated me for for giving her time off (without a financial penalty) for both treatment and when she did not feel well enough to work. There NEVER was a consideration to penalize Leslie for missed time during her illness.
Our office has been a model for how to treat and behave with each other in a business setting. Dignity, Respect and Love have been the backbone of our interpersonal staff relationships. As the owner of the practice, I would have it no other way.
We love Leslie and we will miss her.
Leslie has not had an easy life and we have held strong as an office in providing support for her during a divorce and an illness. We don't let each face obsticles alone and we will do whatever it takes to help when one of us faces a hardship.
After Leslie's illness a few years back, she sent me a very touching note telling me how much she appreciated me for for giving her time off (without a financial penalty) for both treatment and when she did not feel well enough to work. There NEVER was a consideration to penalize Leslie for missed time during her illness.
Our office has been a model for how to treat and behave with each other in a business setting. Dignity, Respect and Love have been the backbone of our interpersonal staff relationships. As the owner of the practice, I would have it no other way.
We love Leslie and we will miss her.
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