Nebraska Mission of Mercv * Norfolk, NE * September 7 - Creighton ...

NebrasKa Deffta/ Assoclatioff * 2ejJtel11ber/October .200?
A ftlb/lcatloff ofthe NebrasKa Deffta/ Assoclatloff
Nebraska Mission of Mercv * Norfolk, NE * September 7 & 8, 2007
Inside - Educating Patients: StaffResponse to Patient Misunderstanding, Part I (page 15)

NebrasJ;a Dmta/ Association *3ej7tember/October .200r
Thank You NMOM Volunteers!!
A. Phillip Samuels, Beth Buss
Chris Scholl
Diane Larson Gretchen Jones Jerry McManigal
DDS
Bethanie Jensen Christa Eggers Diane MAiden Guillermina Alarcon Jess Hetcko
A.E. Gene Shermer Betty Bothwell Christa Eggers Diane Sobotka Guy Watkins Jessica Ferguson
Abby Schukel Betty Froehlich Christine Campbell, Diane Wiese Halley Dominiack Jessica Meeske, DDS
Adam Langan Betty Plankinton
DDS
DiAnn Beurmann Hany Makkawy, DDS Jessica Topete
Aggie Gesch
Bill Kenny
Christine Essay Dianna Nielsen Harley Rector Jessica Uecker
AI Duncan Blanca Villarreal Chuck Scanlon Dianna Ramirez Harold Tu, DDS Jim Doyle, DDS
Alan Bruflat Bobbi Augustyn, DDS Cindy Ericson
Don Dubas
Heidi Hamilton
Jim Marr
Alecia Amezcua Bonnie Beller Cindy Gaskill Don Odens Heidi Haselhorst Jim Merritt
Alecia Reineke Bonnie Gall
Cindy Gorecki Don Theophilus, DDS Heidi GUbanyi
Jo Faust
Ali Cochrane
Bonnie Gall
Cindy Ruppert Donald Smith, DDS Heidi Johnson
Jo Krenk
Ali Cochrane Brad Braasch, DDS CJ Kerns Donna Frieson Heidi Stark, DDS Joan Sonnichsen
Ali Shields Brad Krivohlavek,
CJ Stec
Donna Mauer
Hilary Pile Joan Sonnichsen
Alison Shields
DDS
Claire Haag, DDS Donna Rector Holly Bourek Jody Cameron
Allen Lammers Brandi Dimmitt, DDS Claudia Reinhardt Donna Short Holly Herman John Ahlschwede, DDS
Allene Johnson Brandi Roeber, DDS Clint Jordan
Donna Tuch
Holly Herman
John Cox
Amanda Gehle Brandon Betsworth Clint Wilber, DDS Doria Warneke Iva Thelander
John Eden
Amanda Knudsen Brandy Boschult Codi Carubia Dorothy Saldana Jace Williamson John Lott, DDS
Amanda Sazama Brenda Hoppe Colby L. Bartlelt Douglas Baum, DDS Jaime Rohloff John Reinhardt, DDS
Ammon Anderson, Brenda Kimes Concey Ramold Duane Gall James Ahlschwede John Schmitt
DDS Brenda Novich Connie Bichlmeier Ed Dexter James J. Graff, DDS John Sedlak, DDS
Amy Matthies Brent Johnson, DDS Crystal Espitia Eddy Tighe James Jenkins, DDS John Wells
Amy Baker Brett Thomsen, DDS Crystal Matthews Elaina Avila James Murphy, DDS John Williams, DDS
Amy Baker
Brian Skar Crystal Wemhoff Elaine Thelen James Rabe
Joni Calkins
Amy Vanosdall Britni Korth Crystal Wemhoff Elisa Wiest, DDS James Trambly, DDS Joni Tracy
Amy Vollbrecht Brook Nagel
Cyndi Conroy Elizabeth Highstreet James Walker, DDS Jordan Reikofski
Amy Waggerman Brooke Bouck Cynthia Brugger Ellen HUigens Jamie Meyer Jose Camarillo
Amy Walker Bruce Cochrane, DDS Cynthia Kai Elsa Maldonado Jan Clausen
Josie Koch
Andrea Paret Bryan Cochran, DDS Daisy Mora
Emily Kruger Jan Matthews Joy Bechtold
Andrea Trautman Candy Digil Dana Bailey, DDS
Eo Hurd
Jan Modelski Joyce Gansebom
Andy Stadler, DDS Candy Machuca Daniel Karmazin, DDS Eric Dendinger, DDS Jan Russell Joyce Hoferer
Angela Korth
Carly Herin Danielle Thoene Eric Hodges, DDS Jana Kortje Joyce Sievers
Angela Redman Carol Brettmann Danny Gilbert
Eric Nuss Jane Broekemeier Juan Sandalal
Angela Reeser Carol Lammers Darlene Rodriguez Erin Bazata
Jane Lott Juanda Wagner
Angie Hurd Carolyn Hicken Dave Gerharter Erin Haley-Shandera Jane Stratman Juanita Ramirez
Angie Stenger Carolyn Kamphaus Dave Koziol
Erin Millea
Jane Trambly Judy Ahlschwede
Anissa Drenkow-Mar­ Carolyn Taggart­ Dave Minarik, DDS Erin Simmons Janelle Gerharter Judy Anderson
shall
Burns, DDS
Dave Olson
Erin Taylor Janet Wolfteich Judy Armbruster
Anita Brenneman Carolyn Vahle David Brown, DDS Erin Wragge
Janet Kell
Judy Heath
Anita Haack
Carrie Arens
David Brown
Evin Alcindor Jared Bolding Judy Throener
Anita Kreifels Carrie Browder David Coad Fauneil Bennett Jay Bernecker Judy Westerman
Ann Henery
Carrie Bruna David Ferguson Francis Becker Jayne Mtika
Julia Icaza
Anna Jacuinde Cassandra Pietrok, David Merritt, DDS Francisco Mendez Jean Allen
Julie Berger
Anne Nolte DDS David O'Doherty Frank Ruppert Jean Gross Julie Dervin
Anny Friedrichsen Cassie Carney David Spann, DDS Frank Tucker Jen Rohleder Julie English
Anthony Gruber, DDS Cassie Urbauer Dawn Hixson
Gail Bazata
Jenn Carnine
Julie Gist
Ashley Leming Chad McClellan, DDS Deb Reding Gary Flower, DDS Jenna Meyer Julie Hermsen
Ashley Metzler Chad Ortmeier, DDS Deb Coolidge Gary Quast, DDS Jenni Wall
Julie Johnson
Ashley Roth Chad Schmitz
Deb Jensen Gary Westerman, Jennifer Vinatieri Julie Lingenfelter
Aurora Reyes Charla Miller Deb Kazmerzak
DDS
Jennifer Arens Julie Marshall, DDS
Barb Bergt Charla Miller Deb Kirsch George Schlothauer, Jennifer Batenhorst Julie Osborne
Barb Franklin Charles Genrich, DDS Deb Reding DDS Jennifer Cleveland Julie Rother
Barb Linstadt Charles Kathurima Deb Scholten Georgia Janssen Jennifer Frain
Julie Uhing
Barb Papstein Charles Skoglund, Denise Claridge, DDS Gina Frerichs Jennifer Grashorn Julie Wagner
Barbara Matthews
DDS
Denise Gilmore Gina Clyde Jennifer Marshall June Wagner
Barbara Watts Cheri Eickhoff Dennis Anderson, Gina Frerichs Jennifer Ramirez Justin Graham
Becky Adair Cherie Murphy
DDS
Gina Uhing Jennifer Schauer Kallie Krugman
Becky Case Cheryl Clements Dennis Hoobler Gina Waite, DDS Jenny Zahourek Kalynda Hokamp
Becky Hughes Cheryl Clements Dennis Timperley, Ginger Bailey Jerald McManigal, Kandace Pile
Belinda Bridges Cheryl Johnson
DDS
Ginney Peirce
DDS
Kandy Denker
Ben Aitken, DDS Cheryl Johnson Devin Bethune Gladys Henseleil Jeremy Cleveland Karen Granberg
Ben Hardy, DDS Cheryl Mroczek Diana Blaylock Gladys Maxwell Jeremy Uhing Karen Husmann
Bernadette Kilcoin Chris Anderson Diane Carpenter Grant DeYonge Jeri Rush, DDS Karen Indra
Bert Luedtke Chris Haag, DDS Diane Krings Greg Moser Jerri Jones Karen Larson
Continuted, page 12
9

10 Nebmg!(a Dental Aggociation * 3ej/tel11ber/October .200;r
- .
Patients began arriving at 6 pm on Thursday evening. After arriving and filling out patient intake forms in the tent (left), the patient's
health history was recorded (middle) and then directed to the Triage (right) area to determine the patient's greatest dental need
Dr. Gina Waite in Pedo.
Virg and B.J. Froehlich (left) headed
up the food volunteers.
The 2007 edition of the Nebraska
Mission of Mercy (NMOM) completed
its amazing nlt1 September 8, 2007
at the Divots Event Center in Norfolk
serving 1,393 patients and providing
$504,606 worth offree dental care.
Dental volunteers: 112 Dentists; 104
Dental Assistants; 87 Office Staff; 56
Hygienists; 13 Health Care; 5 Lab
Techs. 80 translators and over 400
other volunteers participated.
Patterson Dental & Sullivan-Schein
provided invaluable assistant in set-up
and tear down of the dental clinic.
NMOM was modeled after similar
programs in Virginia, Texas and
Kansas. NMOM creates a dental clinic
and then opens its doors to the community.
NMOM 2007 was the NDA's
third event. NMOM 2005 took place
in North Platte and NMOM 2006 took
place in Grand Island.
Patients needing anesthetic went to
the numbing area
NMOM targets services to lowll1come
individuals and families Dr. Ken Hermsen in portable x-ray.
through local churches, community
programs and service organizations.
Patients are screened and treated
based on their most urgent dental
needs - extractions, fillings, oral surgery
and dental hygiene. Those services
are then provided by one of a variety
of volunteers - hundreds of dentists,
hygienists and assistants who
have donated their talents to treat
patients. The dental services are
donated and provided by caring dental
professionals. Excellent care is provided
to needy patients at no fee.

1.2 Nebraska Dmtal Associatiotf * 3ej7tember/October 2007
Thank You NMOM Volunteers!!
Karen Thomas Kylie Herian Marie Cecil Nathan Rogers Robert Smith, DDS Sue Fuchtman
Karen Warner Lacey Wolfe Marie Porter Nels Ewoldsen, DDS Robert Zaiman, DDS Sue Kollath
Karina Leon LaMarr Gibson Marilyn Blunck Nicholas Levering, Robin Eberhardt Sue Voss
Karis Stover Larissa Travis Marion Hoobler DDS Robin Merchant Susan Alexander, DDS
Kary Pfeil Larre Betsworth, DDS Marisa Meyer Nicholas Woodward, Robin Post, DDS Susan Swertzic
Kate Wolford Larry Bockelman Marisa Meyer DDS Robin Stoops Susie Samuels
Katherine White Larry Buchmann Mark Kasper Nichole Noetzelman Roger Wiese Tammy Henn
Kathleen Aulner Laticia Rodriquez Mark McKenny Nici Hinkle Ronda Anderson Tammy Johnson
Kathryn Tascione Laura (Laurie) Abbas Mark Urlaub Nick Jansen Rondal McKeever Tennille Penn
Kathy Buhrman Laura Borst Marsha Kennel Nicole Ehrenberg Rosie Velasco Terrence Hill
Kathy DeFord, DDS Laura Cox Marti Novak Nikki Micek Ross Yost Terri Long
Kathy Godel Laura Gamble Marty Averill, DDS Nina Martinez Roxann Fox Terri Long
Kathy Graff Laura Hanthorn Mary Bergstrom Nori Osorio Rozanne Hintz Terri Shafer
Kathy Graff Laura Johnson Mary Cubillos Paige Elwood Rudy Schneider, DDS Terry Jensen, DDS
Kathy Heidemann Laura Meyer Mary Doyle Pam Brabec Ryan Lingenfelter Thao Le
Kathy Mack Laura Thames Mary Gibson Pam Edwards Ryan Parks Theresa Hall
Kathy Nordby Laura Wharton Mary Humphrey Pat Brahmer Ryan Shaffer, DDS Theresa Shermer
Kathy Osborn Laurie Dexter Mary Lund Pat Skalberg Samantha Husmann Tia Britten
Kathy Stoops Laurie Kummer Mary Martin Patricia Meredith, Sandi Carney Tiffany Hough
Katie Daniel Lawrence Parrish, Mary Mohl DDS Sandie Uecker Tim Kwapnoski
Katie Sidlo DDS Mary Sohler Patricia Samuels Santos (Angel) Ausde­ Timothy Calkins, DDS
Katrina Carter Leanne Malecha Mary Wobig Patti Burris more Toby Comer, DDS
Kay Anderson Lee Gertsen Mateo Prieto Munera Patty Skokan Sara Ruda Todd Stark
Kay Putters Leigh Fuhrman Matt Held Paul Sheridan, DDS Sarah Schwartz Todd Wragge, DDS
Kayla Bowers Lia Raabe Maureen Thompson Paul Baustian Sarah Faustino Tom Samuels
Kayla Siedschlag Libby Rolfsmeyer Mavis Hatcliff Paul Chleborad, DDS Sarah Tucker Toni Van Horn
Keith Christiansen, Lidia Acosta Max Martin Jr., DDS Paul Warneke Scott Morrison, DDS Tonya Chewakin
DDS Lilia Garcia Megan Christiansen Paulette Haley Sean O'Day Tori Squires
Kelli Ramsier Linda Cyboron Megan Kreycik Peg Hoffman Sereen Flowers Tracy Connors
Kellie Pebeck Linda Hammond Mel Kee Peggy Hart Shanan Fuhrman Travis Giese
Kelly Osweiler Linda Kane Melinda Brabec Peggy Smith Shannon Macke Travis Langan
Kelly Parnell Linda Sparr Melissa Sheets Peggy Smith Shannon Matthews Tyler Koehn
Kelly Wiebelhaus Linda Woodruff Melissa Aldrich Phil Ernst, DDS Shannon Sena Tyler Schuurmans
Kelsey Cochran Lindsay Goodrich Melissa Bauer Polly Timperley Sharon Allen Verne Fuhrman
Kelsey Peck Lisa Delp Melissa Thomas Rachel Dervin Sharon Thor Veryle Winter
Ken Sunderman Lisa Moser Melissa Werner Rachel Leitt Shawn Fuhrman Veta Hungerford
Kendra Dunlap Lisa Palensky Michael "Shane" Bun- Rachelle Irwin Shawn Kralik, DDS Vicki Frasch
Kendra Haynes Lisa Rech ner RaDonna Price Shayla Dieter Vicki Gillespie
Kenneth Hermsen, Lisa Strittmatter Michael Augustine Raegen Yount Sheila Jayappa Vicki Meiergerd
DDS Lois Ollis Michael Bernecker, Rans Roman Shelley Borchers Vickie Troyer
Kerri Seymor Lois Wilke DDS Raxquel Digil Shelly Steele Vincent Rothe, DDS
Kevin Low, DDS Lonnie Kennel, DDS Michael Nolan Rebecca Scott, DDS Shelly Vizcarrondo Virgil Froehlich
Kim Coad Lori Behnken Michael Young Renee Claus Sherri Thor Virginia Brown
Kim Baumann Lori Buchmann Michelle Bargen, DDS Renee Otto-Berglund Sherri Warneke Wanda Band
Kim Bernhart Lori Maguire Michelle Burns Renee Pagels Sherry Raabe Wanda Cloet
Kim Jaeger Lori Price Michelle Rockford Rex Kumpf, DDS Sister Deana Wendy Ketelsen
Kim Koch Lori Sprackien Michelle Ternus Rex McCullough Sonya Kummer, DDS Whitney Weichman
Kim Kwapnioski Lorraine Hoff Mike Garcia Rhonda Ernst Stacy Mosher William (Randy)
Kim Neesen Lyla Fuhrman Mike Gesh Rhonda Jensen Stacy Ortmeier Nordstrom, DDS
Kim Schultz Lynda Dubas Mike Sullivan Rhonda King Stan Wiening William Ruben, DDS
Kim Socha Lynette Krebs Mindy Haase Rhibda Peters Stephanie Stanton, Wyley Wondercheck
Kim Suga Lynn Larson Mindy Rief, DDS Richard Dervin, DDS DDS Zach Smolnik
Kim Tripe Lynn Milander Miranda McDaniel Richard Fitzgerald, Stephanie Bunner
Kim Zaiman
Kimberly McFarland,
Lynn Sievers
Madison Stephen
Mireya Mendez Translator
DDS
Richard Hettinger,
Stephanie Claussen
Stephanie Genrich
NEBRASKA MISSION OF MERCY
DDS Madonna Servi Miriam Tellez-Trujillo DDS Stephanie Schmitz
Kimberly Nuss Margaret Anding Nancy DeBlauw Richard Janssen Stephanie Winfield
Kimi Shively Margaret Davis Nancy Meyer Richard Tempero, Steve Anderson, DDS
Krisann Adams Margaret Garcia Nancy Nockols DDS Steve Ecklund, DDS
Kristen Hermansen­ Margie Fletes Nancy Stithem Rita Porter Steve Karmazin, DDS
Ryan, DDS Maria Perez Natalie Wilcox Robb Thomas Steve Kimes
Kristin Taake Maria Schinstock Natalie Fendrick Roben Cea Steve Warner
Kristine Winter Marian Gilsdorf Natalie Juhnke Robert Ausdemore Steven Hinze, DDS
Kristy Reikofski Marianna Navarro Nathan McConnell, Robert Bundy Steven Wiemer
Kudzai Chickwava Mariano Alarcon DDS Robert Burrows, DDS Sue Beckman

NebraSKa Dental Association * Sej/tel11ber/October 2007
CLASSIFIED ADS
All ads with an NDA box number should be mailed to:
Nebraska Dental Association, 3120 "0" Street, Lincoln, NE. 68510
CLASSIFIED ADVERTISEMENTS:
Must be submitted in writing, either by email, fax or mail.
Indicate the number of times in which the ad is to be published.
Rates for NDA Members (per issue):
50 words or less - $20.00. (Includes NDA website) 40 cents each add'l word.
Rates for non-NDA Members (per issue):
50 words or less - $40.00. (Includes NDA website) 55 cents each add'l word.
Replies to a NDA box number are an additional $1.00.
NOTE: Advanced payment for classified ads MUST accompany order.
DISPLAY ADVERTISEMENTS:
Artwork must be submitted in camera-ready fonnat on a disk.
Indicate the number of times in which the ad is to be published.
Rates are as follows:
Full Page: $330.00 (1 time); $300.00 (3 times); $275.00 (6 times)
Ii Page: $215.00 (1 time); $185.00 (3 times); $165.00 (6 times)
I Page: $120.00 (1 time); $110.00 (3 times); $100.00 (6 times)
Send Classified and Display Ads with remittance to:
Nebraska Dental Association,
3120 "0" Street, Lincoln, NE. 685\ 0, Attn: lody
DEADLINE: Ads are due on the 15th of the month preceding publication.
The inclusion of an advertisement in any NDA publication does not imply
endorsement of the product or services, and the NDA reserves the right to reject
any advertisement, for any reason.
In Memor'y
The NDA would like to extend its sincere
sympathy to the families ofDr. Paul Wachter
who passed away on August 20, 2007 and
Dr. Richard Brunmeier who passed away on
October 13, 2007.
February 11, 2008
Legislative Reception
Cornhusker Marriott
Lincoln Nebraska
Health insurance premiums
out ofcontrol?
We offer
HSAs (Health Savings
Accounts)
This high-deductible health plan for singles
or families costs less and creates tax savings.
* Savings account contributions are 100%
tax deductible.
* Savings contributions carryover year to year.
No more "use it or lose it".
'* Interest on accumulatedjitnds IS tax deferred.
'* Withdrawals for qualified medical expenses
are free ji-om federal taxes.
Call today......Bob Diers
3-faro{a Viers & Comyany
Omaha 391-1300 or 800-444-1330
Dr. Jessica Meeske was accepted in the AAPD's
Leadership Institute, a three year program where
participants attend the prestigious Northwestern's
Kellogg School of Business.
A class of 30 individuals will enroll in an educational
engagement focusing on an alTay of topics
imp011ant for leadership development. The structure
of the program is a three-year course involving
a four day live-in experience at Kellogg each
December. Enrollees will participate in learning
experiences with some of "the best and the brightest"
minds in this field. All curricular elements
will apply to those in private practice, academia,
and any other pursuits in which they may be
engaged. The Leadership Institute will convene its
first class December 13 - 16, 2007.
13
d

14 NebraSKa Deffta/ Associatloff * Sej/teH1ber/October .2007
We defend not just your practice,
but the practice of dentistry.
------- --- ----
We believe the practice of dentistry is a science and an art with a significant history to preserve and protect.
We also believe so strongly in preserving the ethics and values of this profession that we have adopted them
as our own. This has helped us become a leading provider of dental malpractice insurance, earning an A.M.
Best rating of A- (Excellent) _With our affordable policies. we protect you by providing risk management
information to help prevent claims from ever occurring. Our pledge is to use everything within our power
to preserve the honor of dentistry_ For more information on dental malpractice solutions. call us at
800-279.8331 or visit us online.
6i)WISCONSIN
l- A ProAssurance Company
DEFENDING THE PRACTICE OF MEDICINE"
www.ProAssurance.com

Ne/:JmSKa Dmta/ A33ociatiotf * 2ejJtel11/:Jer/Octo/:Jer LOO?
By Kathleen M. Roman
Educating Patients:
Staff Response to Patient Misunderstanding, Part I
The need for prompt response. When it comes to patient
safety and satisfaction, dentists may not be taking advantage
of the unique ways in which other members of the dental
team can improve customer satisfaction and increase patient
loyalty.
Typically, dentists rely on staff interactions with patients to
provide certain types of educational information.. For
example, front office staff may be trained to help patients
understand the intricacies of insurance issues, scheduling, or
referrals. And clinical staff may be credentialed to provide
supportive education services such as tooth brushing and
flossing techniques or the cleaning and maintenance of dental
appliances.
But another opportunity may be overlooked if staff aren't
empowered to act as advocates as well as educators. It
occurs when patients clearly indicate a misunderstanding of
office policy - and staff haven't been taught how to promptly
respond. Following are some examples of ways that dentists
can improve patient understanding and compliance
through staff members' response.
The patient misunderstands the basis for office policy:
While registering for her 9-year-old son's appointment, Mrs.
Jaison notices the Medical Update sheet the receptionist
presents to her. "Nothing's changed since our last appointment,"
she says and pushes it back toward the receptionist.
The receptionist attaches the sheet to a clipboard, hands it
back to Mrs. Jaison and replies, "Well, I know it's a hassle,
but we still have to keep our paperwork up to date." While
the employee was correct to insist that Mrs. Jaison update
her son's health history, she missed out on an important
opportunity to act as a health care educator.
In his practice, this dentist has developed a comprehensive
health history form and insists that his staff use it for all new
patients, for six-month checkups, and for urgent appointments,
e.g., toothaches. He provides education for all new
employees, including schedulers and chairside staff, to
ensure communication between front and back office and he
is scmpulous about reviewing these materials before each
interaction with a patient.
It might have impressed Mrs. Jaison to learn how important
her family's health information is to her son's dentist. The
receptionist might have replied, "Well, you're right, Mrs.
Jaison, it does take a few minutes to update Bobby's health
15
history, but Doctor wants to see the most up-to-date information
about each of his patients so that his treatment is as safe
and beneficial to the patient as possible. If you have any
questions about the Medical Update, I am confident he'll be
glad to review it with you. Would that help?"
It's unlikely that Mrs. Jaison will want to discuss the form;
she may merely be voicing irritation at being asked to complete
a form whose value she didn't fully understand. If staff
members are encouraged to explain why various policies
benefit patient care, patients me be more accepting and more
willing to participate in activities like updating family members'
health information.
The patient wants to alter or abandon the treatment plan:
Occasionally a patient agrees to a treatment plan but, once
initiated, may not follow through. Often, it is a member of
the dental team who first becomes aware of this problem.
Dental staff who help schedule treatment are all-too-familiar
with this kind of response, "Well, I talked it over with my
husband and he thinks I'm silly to see an endodontist. He
says there's no reason your office can't complete this work.
After all, you put those nice crowns on my husband. And
besides, endodontists are really expensive!"
Some patients are unwilling to share their concerns with the
doctors themselves and may use staff member to send a message.
Unprepared, a staff member might respond, "Oh,
you're so right! If you go to an endodontist, the work will
cost you an arm and a leg and Doctor is a really caring dentist.
I'm sure you can work something out." In her desire to
show support for the patient and loyalty to her boss, the
employee might inadvertently make the situation worse.
Staff should be trained to respond appropriately by acknowledging
the patient's concern and referring the matter to the
dentist, preferably before the patient leaves the office.
Without the staff member's prompt action, the doctor might
lose the opportunity to regain the patient's cooperation. His
patient's non-compliance may spiral into a poor outcome and
leave the patient wondering what went wrong.
Following some training and office role playing, the more
appropriate response might be, "Oh, I'm so glad you mentioned
this to me, Mrs. Jaison! Our patients' questions or
concerns are important and I know the doctor will want to
discuss this with you - especially since I can see from your
record that this treatment plan does include your agreement
to see an endodontist. So if you can step into the consulta­

16 NebraSKa Del1tal A.8$oc/dtlol1 * 3ej7tel11ber/October .2007
tion room for just a minute I'll ask Doctor to speak with you."
The circumstances change slightly when the statement occurs
before the appointment - in which case staff can discretely give
the doctor a heads up before he sees his patient.
Summary
Members of a dentist's staff may be the best allies in promptly
identifying patient misunderstandings related to their dental
care. The doctor and his team should discuss the various ways
in which patients may indicate misunderstandings about the
dental practice's clinical or business policies. A staff member's
prompt and thoughtful response can go a long way toward preventing
patients' suspicion, non-compliance, and dissatisfaction.
Part II of this article will identify several more examples of
communication breakdown and ways in which staff training
and empowerment can enhance patient care and patient satisfaction.
©The Medical Protective Company, 2007
Kathleen M. Roman is Risk Management Education Leader for
Medical Protective. She can be reached at:
kathleen.roman@medpro.com
UNMC Course Registration - (402) 472-2]75
For more information, call (402) 472-9457
Creighton University registration and information
in Omaha call (402) 280-5054
Outside Omaha, call 1 (888) 273-6576
November 9, 2007 (3/6 hrs CE)
Medically Compromised Patients: Cardiovascular
Diseases and DentistIy & Diabetes Mellitus: Diagnosis,
Management and Treatment, Ul'JMC
November 1-2, 2007 (up to 13 hrs CE)
Caring for Those Who Took Care of You, Heartland
Conference on Geriatric Oral Health Care - Creighton
November 16-17, 2007
Radiology for Dental Assistants - Creighton
December 17-18, 2007 (16 hrs CE)
Radiology for Dental Auxiliary, UNMC.
January 4, 2008
Adhesive and Esthetic Dentistry: Proven Solutions for
Clinical Success - UNMC (6 hrs CE)
Please submit your Calendar items to the NDA: emailnda@alltel.net
or fax to (402) 476-2641
AFTCO is pleased to announce...
Benj amin A. Lashley, D.D.S.
& David E. Zalewski, D.D.S.
have merged their practices
North Platte, Nebraska
AFTCO is pleased to have represented
both parties in this transaction.

NebraSKa Dental Association * September/October .200? 1?
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18 Ne//msK.r:t Dentr:tj A880cir:ttion * 3ejltel11//er/Octo//er .2007
Start Preparing for NHII
In marketing lingo, when someone sees or hears your
marketing message, it's called an impression. Studies
show that up to nine impressions are required before
someone will act upon a marketing message.
Unfortunately, for every three times you put that message
out, a given person will only see or hear it once.
Basic math tells us that you're going to have to run a
marketing message up to 27 times before you see an
appreciable result.
Why include an article about NHII in the NDA
newsletter? You need to keep hearing the message so
that you will begin to prepare your office sooner than
later. Consider this one of the 27 messages.
Scheduled for completion in 2015, the National
Health Information Infrastructure (NHII) will be a
communications system comparable to a network of
highways, roads and pathways on which
School of Dental Medicine, states, "The NHII should
establish a national electronic information network for
health care that serves patients, providers and the public
better than our CUtTent system."
Dr. Schleyer says this access will be a great improvement
over relying on patients for their health information.
"Patients don't always know what information is relevant
to dentistry," says Dr. Schleyer, noting jaw problems
incurred by patients taking bisphosphonates as
one example. "You can see why patients are likely to
think, 'Why would my dentist want to know I'm on a
cancer or osteoporosis prevention drug?'"
He says the overall health of the U.S. population stands
to benefit from NHII implementation and cites the
avian flu threat as an example.
all health information will travel. "If the NHII were in place, we would
look at the symptoms of cases in one area
Its purpose ofNHII is to enable patients' of the country and learn if those sympelectronic
health records to be accessed toms were observed in another. The NHII
and added to by all health care providers would be very helpful in learning about
electronically (with patient authoriza­ epidemiology, regional variations and
tion), virtually anywhere in the country, detecting outbreaks," Dr. Schleyer says.
via the network. The electronic health "Right now, we have no mechanism to
record (EHR) will include health information
entered for a specific patient at a
do that."
specific point of service. The EHR be
accessible on the NHII.
Dentists Can Begin to Prepare Now
During the 2006 ADA House of Delegates, HHS
Secretary Michael Leavitt challenged organized dentistry
to embrace NHII.
The NHII task force has begun working with several
agencies including the ADA councils on dental practice,
dental benefit programs, scientific affairs, education
and licensure and the Standards Committee on
Dental Informatics to move the agenda forward.
Dr. Titus Schleyer, who serves on the ADA's NHII
Task Force and is associate professor and director,
Center for Dental Informatics, University of Pittsburgh
Ten years down the road, the most dramatic change in
practice will be the use of electronic records and the
computerization of the dental practice, according to Dr.
Joel Glover, chair of the NHII Task Force and 14th
District trustee.
"It just wouldn't be practical not to computerize your
practice," ADA Immediate Past-President Dr.
Brandjord observes. To older dentists who might be
thinking of retiring, he says: "Your practice will be
deemed archaic by any new dentist considering to purchase
it if it's not electronically up to date."
For more information, go to www.ada.org/goto/nhii