WINTER/SPRING | 2019
GOING STRONG After 130 Years and Five Generations, Burkhart Continues to Focus on our Clients’ Success
AWARD-WINNING LEGACY Burkhart Wins Seattle Business Magazine’s 2018 Heritage/Legacy Award
WRITING YOUR OWN RULES Dr. Andrew Edwards of Deschutes River Dentistry
WHEN YOUR EQUIPMENT WORKS TOGETHER EFFICIENTLY, SO DOES YOUR TEAM. Dental equipment is the core of the operatory. And with that, it’s important to consider how comfort, aesthetics, and efficiency come into play. Everything about your operatory setup affects the workflow, physical comfort and mood of you and your team, which in the end, impacts productivity. One solution does not fit all. Your operatory should reflect the way you work, and the processes you follow. So, as you design your treatment rooms, keep these three important attributes in mind. And remember, a few small adjustments in the vital areas of ergonomics, environment and workflow, can impact your bottom line—and make for a happy staff.
WORKFLOW Purposeful. Intuitive. Efficient. With integrated equipment and task-based furniture design, your team can move intuitively and seamlessly between procedures.
ERGONOMICS
ENVIRONMENT
Moveable. Adjustable. Comfortable. When everything is easy to position and within reach, you can minimize the toll on your body, and maximize your time out of the office.
Inviting. Modern. Calm. An aesthetically pleasing office that reflects your level of professionalism and care instills confidence in patients, and keeps dental staff productive. That’s practice perfected.
Learn how the dental equipment you choose makes all the difference. Download your “What to Look For When Buying Dental Equipment” guide at a-dec.com/confidence.
your
your
by A-dec
Š 2018 A-dec Inc. | All rights reserved.
BUY 1 System GET 1 Replacement Canister
Shipped with order
Introducing the
Syclone Amalgam Separator TM
Harnessing the Power of Cyclonic Action
© 2018 Crosstex International, Inc. 1118 DADC00541 Rev A
The Syclone™ Amalgam Separator supports dental practices in meeting the requirements of the new EPA dental amalgam discharge ruling with rapid-velocity separation, higher-yield waste capture and better operational efficiency. • Innovative cyclonic action delivers 99% amalgam separation, exceeding EPA requirements • Versatile replacement canister compatible with the Solmetex® Hg5® Amalgam Separator System* • 1.5x larger canister capacity that extends the time between changes • ISO 11143:2008 certified by NSF International • Backed by a competitive 2-year warranty for added peace of mind **
Offer valid January 1 - March 31, 2019 *Not compatible with the Solmetex NXT Hg5 Systems **Warranty for the system. Other terms and conditions apply. All product names are trademarks of Crosstex International Inc., a Cantel Medical Company, its affiliates or related companies, unless otherwise noted. Patent pending. Hg5® and Solmetex® are registered trademarks of Solmetex, LLC.
888-276-7783 crosstex.com
Syclone Amalgam Separator System Item# 22350330 Syclone Replacement Canister and Recycle Kit Item#22350332
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12
AWARD-WINNING LEGACY Burkhart Wins Seattle Business Magazine's Heritage/Legacy Award REPRINTED WITH PERMISSION FROM SEATTLE BUSINESS MAGAZINE, PHOTO BY MATT ELLIS
6 24
BURKHART BUSINESS SOLUTIONS
DR. ANDREW EDWARDS OF DESCHUTES RIVER DENTISTRY IN TUMWATER, WASHINGTON
ADVERTISERS: Acteon............................................31
DEXIS................................................5
A-Dec............ Inside Front Cover, 1
Dentsply Sirona.............Back Cover
Air Techniques............................. 15
Planmeca............. Inside Back Cover
Burkhart.........................................19
Prexion.............................................. 31
Crosstex...........................................2
Vatech............................................11
6
BURKHART BUSINESS SOLUTIONS
8
THE LIVING COMPANY: A PEEK INSIDE BURKHART CULTURE
12
AWARD-WINNING LEGACY
REPRINTED WITH PERMISSION FROM SEATTLE BUSINESS MAGAZINE, PHOTO BY MATT ELLIS
14
THE SUPPLY SAVINGS GUARANTEE: LET'S BE TRANSPARENT
16
ON THE FOREFRONT OF EQUIPMENT & TECHNOLOGY
20
KEEPING YOUR PRACTICE UP AND RUNNING
24
WRITING YOUR OWN RULES: DR. ANDREW EDWARDS
BY DR. ANDREW EDWARDS, PHOTOS BY MATT ELLIS
32
WE'RE HERE FOR OUR CLIENTS: THE BURKHART PRACTICE SUPPORT TEAM
34
WHERE QUALITY AND ECONOMY INTERSECT
BY BILL SUNDHEIMER
36
GIVING BACK
CATALYST MAGAZINE // FALL/WINTER, 2018 // 3
SERVING THE DENTAL PROFESSION SINCE 1888
FROM THE
President
Since 1888, when my great, great grandfather established Burkhart Dental Supply, we’ve been serving our clients’ best interests through our personal, hands-on approach. We operate every day with a focus on win-win solutions for our clients, manufacturers, and associates. We are genuine and we enjoy what we do every day! Now in the 5 generation of family leadership, I am thankful for the Burkhart legacy that has been passed down. As this generation’s leader, I am responsible for providing a positive and productive work environment for our associates. I nurture our associates so they, in turn, can take care of our clients. Burkhart provides expertise and service that free our clients up to do great things. th
Enjoy this edition of Catalyst and the inside look into our business. We hope you’ll be inspired!
Lori Burkhart Isbell President
At Burkhart we realize our clients are both dental professionals and business owners. It is our goal to help them be successful at both. Catalyst is fully dedicated to that success. The articles in this publication vary from product use and selection to business management topics and provide information and guidance that can lead to a more successful practice. We hope you enjoy! If you have a request for a topic you would like for us to cover in Catalyst, please contact Sara Wisely at: SWisely@BurkhartDental.com Catalyst Magazine is published by:
BURKHART DENTAL SUPPLY 2502 South 78th Street Tacoma, WA 98409 p) 253.474.7761 f) 253.472.4773
DESIGNER Sara Wisely
ADVERTISING
Melissa Gill MGill@BurkhartDental.com 253.212.4874 All rights reserved. Reproduction of any part of this publication without written permission from the Publisher is strictly forbidden. Images are not necessarily to scale.
Customer Service:
1.800.562.8176
4 // BURKHART DENTAL SUPPLY
Breakthrough innovation in the palm of your hands. Because it’s in our DNA. The NEW DEXISTM Titanium by KaVo sensor captures phenomenal images, uses SMART technology for motion detection, advanced durable materials to be exceptionally reliable, and includes a unique unconditional replacement warranty.
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PATIENT COMFORT
UNCONDITIONAL REPLACEMENT WARRANTY
BUSINESS
SOLUTIONS Since 1888, Burkhart has proven its dedication to dental professionals by helping them grow, prosper, and succeed. When you partner with Burkhart, you’ll enjoy several benefits and programs designed especially for you. We offer a variety of solutions to help your business and practice thrive—from free consulting to office planning and design—to our popular program that guarantees you savings on your supply costs. Each of these programs is designed to help you make informed decisions and help you succeed.
1. Supply Savings Guarantee:
2. Practice Support & Consulting:
With this exclusive program, we guarantee we'll lower your annual supply costs. Not only that, but we’re the only dental supply company to put our guarantee in writing. We do this by:
•
Developing a shared success, cost-savings goal
•
Closely monitoring your inventory
•
Ensuring you have adequate supplies
•
Eliminating unnecessary overages and waste
•
Providing high-quality, better-value products
•
Maximizing manufacturer coupons and free goods
•
Offering a liberal return policy with no restocking fees
6 // BURKHART DENTAL SUPPLY
Our experienced Practice Support Team has clinical and business expertise dedicated to supporting your practice and answering your questions. These services are provided at no cost to you. Our Practice Consultants can assess your practice, make recommendations, and help you to:
•
Explore ways to achieve your practice goals
•
Discover strengths and areas that need more focus
•
Determine the overall health of your practice
3. Office Planning & Design: Every decision in office planning and design is important to ensure your practice runs efficiently and profitably. With dedicated Equipment Specialists, we listen and ask the right questions. We help you make knowledgeable office design and equipment decisions based on our experience and your vision and goals.
4. Bravo Rewards Program: We are driven by a passionate
belief in win-win relationships with our clients. Bravo is our client appreciation program to recognize our partnerships by providing meaningful client benefits. We are grateful for those partnerships and Bravo is our chance to show appreciation to our clients and thank them for their loyalty.
5. Financial Services:
Clients can take advantage of our affordable financing and payment solutions designed to maximize flexibility and minimize their costs: •
Burkhart Equipment Finance
•
Burkhart Express Loans
•
My Burkhart BillPay online payments
6. What a Great Supply Rep Does:
In a fun lunchtime session at your office, your Burkhart Account Manager will explain to you and/or your staff what a great supply rep does for you and the benefits you can enjoy as a Burkhart client.
enhance your practice ’s success.
Supporting your practice with the tools, resources, and coaching needed to
CATALYST MAGAZINE // FALL/WINTER, 2018 // 7
Living THE
COMPANY
A Peek Inside Burkhart Culture
8 // BURKHART DENTAL SUPPLY
Our Purpose:
We provide expertise and service to free our clients up to do great things. Our Purpose: We provide expertise and service to free our clients up to do great things.
Our associates make Burkhart
exceptional.
We’re not a small company, but we provide the attention and service of a private, family and employee-owned business. Internally, every associate is asked to focus on these three principles, every day, with every client:
• • •
Integrity: Act with integrity to earn our clients’ trust Knowledge: Be a knowledgeable resource Client Success: Always work in our clients’ best interest to help them succeed
Hiring is the most important thing we do—the values, ethics, and talent of our people distinguish us—we take our time to ensure we invite the right associates to join our team.
Doing what’s right for the client has to be the mindset. It’s who we are and
what we believe in.
We focus on investing in our associates. Here are some of the small ways we show our appreciation: We are continuously investing in our associate training—it’s a priority—to ensure our clients have access to necessary knowledge on everything from clinical to business practices. Our associates are coming up with new ways to help improve efficiencies, leverage advanced technologies, and reduce overhead costs—all while maximizing our clients’ practice revenue opportunities.
Peace of Mind In addition to providing free dental insurance to our associates (of course we do!), Burkhart offers affordable medical plans, health savings accounts, childcare and healthcare flexible spending accounts, a 401k retirement plan, voluntary life and disability insurance, a free employee assistance program, up to five weeks of vacation time off, eight paid holidays, a day off to celebrate their work anniversary, and paid sick leave. Piece of mind for our associates is important to us.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 9
Wellness Our wellness program is particularly popular, and includes up to a $1,000 contribution to associate’s health savings accounts, company-wide wellness events, and membership in SmartDollar’s financial wellness program.
Recognition Burkhart’s recognition programs include the Burkhart CARE cards (where associates can recognize and thank other associates, and get entered into a quarterly drawing for gift cards), spot bonuses for exceptional performance, Above the Rim awards for going ʻabove and beyond,ʼ anniversary milestone awards, and recognition in Burkhart newsletters.
Events Burkhart also hosts a variety of associate events during the year, with each branch hosting events for their associates, some of which include holiday coffee carts, summer BBQs, team golf events, March Madness contests, and the very popular Take Your Dog to Work Day.
Plain & Simple:
We Do What ’s Right For You Right about now, most companies would tell you they’ve been around since 1888 and launch into their history. Instead, we’ll focus on today. We operate every day aspiring to provide win-win solutions for our clients, manufacturer partners, and associates. We are freeing you up to do what you—and your team—do best: working with patients, donating your time, learning as much as you can about the business of dentistry, and pushing the industry forward through innovative thinking.
At Burkhart, an Exceptional Client Experience is
10 // BURKHART DENTAL SUPPLY
where we start.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 11
Award-Winning
LEGACY Burkhart Dental Supply Wins Seattle Business Magazine's 2018 Heritage/Legacy Award
PRINTED WITH PERMISSION FROM SEATTLE BUSINESS MAGAZINE
First a teacher, Lori Burkhart Isbell never felt pressured to become president of a five-generation family business supplying the dental industry. Then she was invited to a company sales retreat, where she was drawn to the creativity, the employees and the company’s culture of service. She took a job in the business and spent about three years working with her father to transition to a leadership position. Since 2006, Isbell has run daily operations with the blessing of her dad, Perry Burkhart, board chairman, and her two sisters. Her dad’s goal was establishing leadership to preserve the company’s culture and values; Isbell wanted to share equally with her sisters. “So, we created a holding company,” Isbell says. Company values include providing strong, customer-oriented service and honoring its 400 employees, including about 150 in Washington. Sales and distribution of dental supplies ranging from bibs and gloves to materials for a tooth filling constitute the core business. Burkhart doesn’t manufacture products but does offer some private-label items. Another service provides dental office infrastructure equipment such as chairs, cabinets and lighting. A third repairs dental equipment. Customers are mainly in the western United States. In the past five years, sales have increased almost 20 percent as Burkhart supports nearly 30,000 dental offices. Isbell’s great-great-grandfather, William Burkhart, started it all in 1888. “I’m the fifth generation to lead,” Isbell says, “but actually the sixth generation to work in the business.” That’s because founder William Burkhart, a dentist, asked his father, David, to make dental cabinets for him.
You can find this article, as well as other outstanding local companies, in the December 2018 issue of Seattle Business Magazine
12 // BURKHART DENTAL SUPPLY
Burkhart Board of Directors (Left to Right): David Wolkenhauer (VP of Operations), Gary Gessel (Board Member), Lori Burkhart Isbell (President), Jeremy Isbell (Board Member), Perry Burkhart (Chairman of the Board), Bill Melius (Account Manager)
CATALYST MAGAZINE // FALL/WINTER, 2018 // 13
LET'S BE
transparent
Guaranteed supply savings. A credit if we don't reduce your costs. What's not to love? Take a peek at what some of our doctors have said about the Burkhart Supply Savings Guarantee.
“ “
” ”
eliminates
The SSG program takes the guesswork out and the need to track our supply overhead—so we can focus on what’s best for our patients. —DR. SAMANTHA LEATHERWOOD DENTON, TX
We went into the SSG thinking, ‘We’ll give it a shot. We can’t lose anything.’...Burkhart has been great to work with and the SSG has gone better than expected. We have saved a lot of money and become more efficient. I would tell other offices considering the SSG to give it a try.
You can’t lose! — LAUREN ENGLES BIXBY, OK
“
guarantees
With honesty and integrity, Burkhart to lower our cost while having accountability measures in place. We don’t have to ask our team to focus on a number or budget. It would take a lot of additional time and drive our assistants crazy to keep track of the savings percentage; which is definitely not a good use of their time... If any office has further questions, they can contact us about our experience. - DR. CYNTHIA LEONG GLENDALE, AZ
14 // BURKHART DENTAL SUPPLY
”
T he N ew Stand a rd f or Di gi t a l X-r a y s Introducing the Newest Single-Slot Scanner The ScanX Swift View digital radiography system enables the intuitive, efficient and time-saving digitization of PSPs for all intraoral formats, sizes 0-4. • Easy-to-use interface • WiFi or LAN connection: place it anywhere • High resolution image quality for easier diagnosis
For more information, to schedule a demo, or to place an order, contact your local Burkhart Dental representative. To learn more, visit www.airtechniques.com
On the Forefront of
EQUIPMENT
&
TECHNOLOGY Our clients have confidence investing in their practice with Burkhart. As trusted advisors, we recommend equipment and technology solutions to help our clients meet their individual goals by using a consultative approach. Our Exclusive New Practice Planning System along with our comprehensive 3D Office Design Plans ensure our clients’ success is at the forefront of each interaction. Whether looking to maximize practice efficiency or grow production, our team of experts are here to help.
Proven Solutions Center Burkhart’s commitment to your success is our number one priority. We are constantly asking ourselves, “What’s getting in the way of our clients’ ability to do what they do best”? We recognized the impact technology was having on you and your practices. In some cases, the impact was positive while others were, in fact, disruptive. Our concern for helping you choose and integrate technology successfully lead us to create the Proven Solutions Center (PSC). Over the last couple years, the PSC has tested, evaluated and supported the launch of new technology products, as well as certified existing technology solutions, to ensure you have a positive practice experience with your technology purchase. The stamp below indicates products we have thoroughly tested.
16 // BURKHART DENTAL SUPPLY
Digital & 3D Technology Increasing use of digital and 3D technology in dentistry, along with software integration, contributes to improve patient experience with a recent study showing 100% of patients prefer digital impressions over conventional. Additional benefits include reduced chair time with digital workflow, production growth, and increased referrals.
Clinical Benefits Include: • Intraoral scanners for crowns • Inlays and onlays • Conebeam CBCT to diagnose TMJ • Sleep apnea and locating nerves • CAD/CAM and 3D printing for orthodontic models • Surgical guides for implant placement • Intraoral cameras and sensors
Operatory Room
Optimize Your Practice: • Understand the profile of a patient chair including
The health of a practice begins in the operatory room. Understanding the ergonomic design and angles of access prior to selecting core equipment will ultimately benefit you, your staff, and your patients.
Mechanical Room Often referred to as the heart of the practice, it’s important mechanical rooms undergo daily, weekly, monthly and annual maintenance check-ups to ensure optimal performance. It’s equally important to select equipment to remain compliant with state and federal regulations or environmentally safe to protect the environment for future generations.
• • • •
height, width and swivel range Integration of delivery system with upgradeable platform as new equipment technologies advance Comfort and mobility of doctor and hygiene stools to provide superior body support and smooth repositioning Optional touchpad for ease of use Lighting with proper light position to reduce fatigue
Learn More: • About the EPA ruling on amalgam separators • How using a dry vacuum can save money • If the air quality from your compressor is putting •
your practice at risk Visit BurkhartDental.com/service-repair/trainingmaterials to learn about these things and more
PHOTO BY MICHAEL JONES
CATALYST MAGAZINE // FALL/WINTER, 2018 // 17
Sterilization
It’s important every dental practice understands infection control to ensure proper safety measures are in place to protect everyone within your practice.
Small Equipment
With a wide selection of handpieces, scalers and polishers, soft tissue lasers, curing lights, magnification or patient monitoring devices, finding a product is only half the battle.
For a healthier practice • Understand the various cleaning and • •
sterilization devices available Follow the appropriate process for segregation, cleaning and sterilization of reusable items Disposal of single-use items as instructed by manufacturer directions
We can help you understand: • Life expectancy • Warranty options • Proper usage • Local support from certified trainers
Big or small, we have the equipment and technology you need to provide the best care to your patients. Contact us today to see how we can help.
18 // BURKHART DENTAL SUPPLY
Working with you to create
your dream practice.
FROM START to FINISH
Ask us about
Space Planning & Blueprints Digital Technology & Equipment
OFFICE PLANNING & DESIGN
Integrity Knowledge Client Success
Manufacturer Tours & Training Equipment Installation & Ongoing Service Maintenance
1.800.562.8176
BurkhartDental.com
CATALYST MAGAZINE // FALL/WINTER, 2018 // 19
“
”
I need to give a shout out to Scott Orris, our Burkhart Service Technician. Equipment maintenance costs can be paralyzing to a dental office. He is so helpful and we appreciate that he allows us to do what we can—and if things are above and beyond our current means, he is ready and willing when we’re ready. He is kind and easy to talk to, never getting frustrated with our many questions. —Tiffany Ingram, Office Manager VIP Smiles, Syracuse, UT
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up and running
Keeping Your Practice
You know the story—your air compressor goes down. A handpiece is on the fritz. You can't serve your patients when your equipment isn't running properly. We have an army of service techs on call to help you when you need it most. Because after all—when you succeed, we succeed. Here's a little more you should know about our Service Techs:
Helping Maintain Optimal Performance Reliable and well-trained Service Technicians help keep your equipment running at optimal performance and help you avoid costly downtime. As a full-service dealership, our vehicles are stocked with an extensive parts inventory for most manufacturers to ensure a seamless call to our clients.
Eliminate Downtime & Frustration Our team is pleased to take care of your technical and digital needs. Our Technicians receive extensive in-house and manufacturer training to reduce your practice’s downtime. We recognize them for delivering an Exceptional Client Experience.
Our Goal is to Keep You Up and Running Our equipment assessments, preventive maintenance programs, maintenance videos, and checklists are designed to help find issues before they become problems.
Jay Salter, Burkhart Service Technician, and Dr. Chad Ellis in Salt Lake City, Utah CATALYST MAGAZINE // FALL/WINTER, 2018 // 21
Our knowledgeable and well-trained Service Technicians: • Serve as knowledgeable and helpful resources • Provide a local contact you can call, who knows your office
• Earn your trust because they’re motivated only by
exceptional service, all repair recommendations are based solely on what is best for you
• Help prevent emergency service calls Ask about our: • Equipment Installation & Repair Service • Handpiece Repair Center • Rental Equipment Program • Mechanical Room Maintenance Program • Bravo Program: Qualifying clients can receive
up to 20% off standard labor rates through this program. Contact your Account Manager for more information.
We’re here to help! Give us a call today at 1.800.562.8176
22 // BURKHART DENTAL SUPPLY
“
”
“It started first thing Wednesday morning when It turns out Amy and Gina [McDonald, Burkhart Service Tim [Williamson, Burkhart Service Tech] got a call from Coordinator] loaded the twin motor vac pump by themselves Dr. Feisthamel stating their pump was down. After hearing into Amy’s car, and she drove to meet Tim in Claremore, saving the symptoms, Tim determined it either needed to be about an hour or more drive time. By doing so, Tim was able to replaced or at the least a loaner was needed. He was in get back to Springfield with the new unit and had the Doctor Joplin already, and heading to Springfield for another up and running in time to see her 2:30pm appointment. appointment. Tim called me and told me what was This is what the Burkhart way is all about. Dr. Feisthamel is happening, and was turning around to head back to Tulsa not a big office—it's just her and two employees—but we took to get a loaner. I called Tracey [Turner, Burkhart Equipment care of her as if she were the biggest customer in Burkhart. Coordinator] and found out we did indeed have a new vac pump at the Tulsa branch that was a perfect replacement for I am so proud of Tim, Amy, Gina, and Tracey for taking such the current one, and immediately gave me a quote for the great care of my customer of 20 years. In my former life, Doctor. He agreed to the price, so I called Amy [Duckworth, I would have been told 'That’s not my job' and the Doctor Burkhart Branch Coordinator] to see if anyone at the branch, would have been down all day.” could load it and meet Tim somewhere along the way, to save time. —Stan Lechner, Account Manager, Tulsa, OK
CATALYST MAGAZINE // FALL/WINTER, 2018 // 23
Reclaimed wood and finds from antique stores are peppered throughout Dr. Edwards unique office. 24 // BURKHART DENTAL SUPPLY
Writing Your
Own Rules
Dr. Andrew Edwards of Deschutes River Dentistry tells us about breaking traditional practice design ideas and focusing on what matters most.
BY DR. ANDREW EDWARDS | PHOTOS BY MATT ELLIS
I
grew up in a very small town in north Arkansas called Fairfield Bay. It was a beautiful area with a big lake and many outdoor activities. It was a great place to grow up because, as kids, we spent most of our time hiking and exploring the outdoors. My high school graduating class was only 26 people but very competitive; we ended up with many teachers, nurses, and business owners. Out of myself and my three best friends we ended up with an internet mogul, an internal medicine doc, an oral surgeon, and myself as the lowly dentist.
I came to dentistry late. Starting at the University of Arkansas, I wanted to be (in no particular order), a park ranger, history teacher, physical therapist, veterinarian, you name it! After attending Colorado State University for a Masters in Anatomy and Neurobiology I finally decided on Dentistry, mainly because I was running out of time and I liked the hours I thought a dentist might have! My wife and I were accepted into UMKC School of Dentistry, so we loaded up the U-Haul again and moved to Missouri. After school I worked as an independent contractor for nine months and decided I was ready to ‘run the show’.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 25
I found a 900 square foot practice in Gardner, Kansas and commenced to learning about running a business! After learning a lot about dentistry, even more about being a business owner, and spending five years building my practice, I was finally able to convince my family to pull up stakes and head west! As a kid, my family always took road trips visiting National Parks, so I was always drawn to big natural spaces, especially in the west. I spent some time hiking the Olympic Peninsula in Grad School and we had some old friends in Olympia, so that helped make Washington our final destination. 26 // BURKHART DENTAL SUPPLY
Building Confidence
My first practice in Washington was like many, from a retiring dentist with a shrinking patient base, no advertising, and old equipment in a dark, uninspiring strip mall. However, it doesn’t matter where you start, my practice philosophy has always been the same: provide quality dentistry you can stand behind, treat people and staff with respect, and don’t settle for anything less than great customer service. Four years later I purchased another practice five miles away and decided I was well on my way to being a dentistry mogul!
PRACTICE SIZE 3,400 Sq. Ft BURKHART ACCOUNT MANAGER Tom Platzer BURKHART EQUIPMENT SPECIALIST Jim Connor CONTRACTOR Saffle Co. General Contracting ARCHITECT Christine Benda, JPC Architects
ABOVE Patients can't help but feel at home in the warm waiting area, featuring comfy furniture, areas to explore, and old-school video games. UPPER RIGHT Dr. Andrew Edwards. LOWER RIGHT Fun artwork adds to the warm atmosphere.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 27
Settling Down with a Great Team
I found out quickly owning multiple practices meant my staff was going to be operating as two separate entities, so I decided to look for a new, central location and build the office I wanted to retire in— I was 40 after all! It’s important to note I never personally went to a dentist until I was well into my 20’s, and I only worked for a dentist for nine months out of dental school. This gave me both a serious lack of experience in what a practice should be as well as a very open mind of what a practice could be. I had a few things going for me: I was always confident, had a small but happy patient base, a great banker (Dani, Columbia Bank), the beginning of a great team, and a wildly naive idea dentistry could be fun! After a few false starts and big disappointments, I finally found my spot. A quarter mile away from my first practice and six away from my second. It was full of natural light, had a great view of the mountain (Mt. Rainier), and it was the penthouse suite; I felt like the king of the castle!
Natures Beauty and a Unique Personality
I hired a space consultant that had a lot of experience in dental, and even more importantly, she didn’t wince when I told her all of my funky ideas. We planned out the space to take advantage of all the natural light and views and really started to come up with the overall plan. My wife does not buy in to my decorating philosophy at home so I decided to run with it at my office! I knew I wanted a fun, quirky, colorful, open office. I also have a dirty little habit of collecting antiques, so I really wanted to integrate some cool pieces throughout 28 // BURKHART DENTAL SUPPLY
the office. I found antique windows for the operatory walls, a 1928 refrigerator I restored, and a classic stand up Galaga game for the waiting room. I had a local saw mill I had worked with previously and started cutting the rough cut Fir for the operatory walls and a giant Maple live edge slab as the centerpiece of the front desk. I even used all of my old license plates for the pendants over the front desk.
First Impressions and More
My overall goal has been to break down the barriers between my patients and my team, so we made the waiting room very open; the first thing every patient sees when they walk in is a smiling face and a warm atmosphere to greet them. Absolutely no smooth jazz here, we play everything from Pearl Jam and the Pixies to Willie Nelson and The Avett Brothers. After little to no wait, our patients are escorted back to an operatory. These are perhaps where I had to fight with the status quo the most. One of my favorite, most rewarding things in dentistry is to help anxious patients find their way back to dentistry.
Thoughtful Planning
As we all know, many patients are anxious because of past experience, so I thought, “Why not make my operatory so different they can’t help but feel relief from the past?” I was adamant about having no dental equipment in sight of the patient, so we did away with the overhead lights (we all wear loupes with lights), all of our ops are 12 o'clock delivery, and we decided to go with Nomads to get rid of all the dental clutter. Our ops are open, clean, cheerful, and soothing both to my team and our patients.
We have been working with itero for a couple years already as well as a cone beam for implants and surgery. Because everything is digital, my patients really notice our technology and my team’s and my passion for education and quality work. I feel really strongly about always being able to show my patients what I am diagnosing (intra-oral cameras, digital x-rays, cone beam). Trust is crucial, plus I really like to explain why we do what we do and that leaves patients feeling reassured. I really believe patients feel more at ease the more in control they feel, so we give them the driver’s seat for their dental decisions. Our patients are given a “comfort menu” that includes anything they may want during their procedure. Our menu includes anything from blankets, noise cancellation headphones, aromatherapy towels, and our most popular option: requesting I do not sing during the appointment!
Great Success
I can really tell our team loves the new space! I made it a priority to listen to what my team wanted and suggested and because of that they take a lot of pride in our office and offer good quality dentistry. The sound of laughing—yes, laughing—is the most predominant day-to-day sound in our office and I have gone from dreading my drive to work at times to feeling like the days go too fast!
Keeping the Connection
We all know modern dentistry can be demanding and stressful. We graduate with mountains of debt and very little business
UPPER LEFT Reclaimed wood, bright colors and antique windows shine in the bright operatories. UPPER MIDDLE The coffee area in the lobby features a quirky refrigerator and unique touches. UPPER RIGHT The hallway features pops of color and more reclaimed wood. LOWER RIGHT The bright, clean, and airy sterilization room. CATALYST MAGAZINE // FALL/WINTER, 2018 // 29
“
NOT what you would usually say about your dentist office. These appointments are something I actually look forward to. From the time Dr. Edward's was at his previous location a few years back, I was impressed with his personality and the absolute kindness and genuine nature of every single employee that took me through my visit. Dr. Edward's also always plays an excellent playlist. The new location is so beautiful with fun design themes and a very comfortable setup. The staff are ALWAYS kind and helpful. Prices are reasonable, my insurance actually usually covers everything. Most of all, I really trust them to be real with me. No hidden fees, unnecessary procedures or unsafe practices.
”
—JAMIE M., HAPPY PATIENT
acumen. Between insurance companies and corporate dental, we private dentists are feeling the squeeze. However, I personally don’t fear corporate dental because we private dentists still have one giant advantage. We are there every day. That means we can give a personal touch and make sure our patients feel appreciated. I think they know it really means something that the owner is the one providing a lot of the care and living in and giving back to the community. However, that also means we have to build a practice we believe in, build an amazing and energetic team, and always put customer service first!
Choose Quality
That is why it is important to have partners such as Burkhart to help along the way. I never felt like they were trying to drain me and I always felt from the technicians, my Equipment Specialist Jim Connor, and my great Account Manager Tom Platzer, they were trying to save me money and assure my office was successful just as much as I was. Not every day was stress-free but Tom and Burkhart were always there for me and often went to bat for me, like the time we had trouble with our Nomad batteries. They even loaned me an autoclave for a month while one of mine stopped working. Burkhart set up a coding system for our supplies so my team spends way less time ordering and we can be more organized to take advantage of sales and deals. I’m very glad I switched to Burkhart and I look forward to many years of partnership.
The Truth is in the Outcome
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If I had any advice for private dentists it would be this: build your practice and your team around your passion and strengths. Treat your patients and your team with respect and they will take care of you for the rest of your career. Patients are smart and they can see when a practice is happy and dedicated to quality. Let the other practices offer free bleach trays and exams; my practice grows because my team and my patients are the best drivers of my practice and that is steady sustainable growth I don’t even have to pay for! Quality is harder than buying flyers, but it sure feels better.
I will end with a short story about one of my patients, Ken. The first time I met Ken he was sweating like he just ran a marathon and he was so nervous he had a very hard time making eye contact with me. Ken wanted to pull anything with a cavity and damn the consequences! I talked to Ken for about thirty minutes before I even mentioned teeth. Once I felt he was calm enough to sit back I got to the exam. We took a lot of pictures to explain treatment and told him this was not our first rodeo and we could confidently bring him back to a situation he was proud of and much better for his overall health. Two appointments later I found Ken 30 minutes early, playing Galaga in the waiting room and cool as a cucumber. After finishing an implant and many restorations, he sat up, looked me in the eye and cheerfully said, “when can we start the other side Doc?!” that very same day.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 31
The Burkhart Practice Support Team:
Weʼre Here for our Clients We Understand
CLEAR
The Many Challenges You Encounter
• Coding, billing, and PPO discrepancies • Internal and external communication • Scheduling and cancellations • New patient cultivation • Differentiating your practice • Compliance and staffing questions
Did You Know... Practices Working With a Consulting Service Typically Spend Thousands Of Dollars
CLEAR Solution
Burkhart offers the following extensive, service to qualifying practices:
complimentary
• Evaluation of procedure coding • Staff & patient communication methods • Scheduling strategies • Strategic approaches to PPOs • Transition preparation support • And more...
At Burkhart, we’re committed to your practice’s clinical and business
success.
We don’t simply sell you merchandise and equipment, we look to use our years of clinical, dental, and business expertise to help you focus on your patients, giving you confidence your business needs are healthy and in order.
The Burkhart Practice Support Team | 1.800.665.5323 | PracticeSupportTeam@BurkhartDental.com 32 // BURKHART DENTAL SUPPLY
TAKE IMPLANT PLANNING TO THE NEXT LEVEL WITH 3D TECHNOLOGY
acteongroup.com l info@acteonusa.com l 1-800-289-6367 CATALYST MAGAZINE // FALL/WINTER, 2018 // 33
Where Quality and Economy
intersect BY BILL SUNDHEIMER
VALUE (val-yu), noun: a fair return or equivalent in
goods, services, or money for something exchanged. – Merriam-Webster Dictionary
A
s we celebrate the milestone of 130 years in business serving the dental community, one of Burkhart’s significant contributions has been a relatively recent one. Based on feedback from clients, we saw an opportunity to help you more easily identify products that represent the best value for the money, so Burkhart Private Label products were launched in 2006. Because we work closely with over 300 manufacturer partners, we have been able to identify those who make products that offer consistent quality at attractive prices. Many of these companies are smaller and focused primarily on design and manufacturing. By partnering with them to package their proven products under the Burkhart Private Label line and assuming the marketing responsibility, we have
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8
Step Burkhart Private Label Process
To assure consistent quality and value, we follow a carefully developed eight step process to bring new Burkhart products to market: 1. Identify the need Listen to our clients and Account Managers to get their insights to products where a more economical offering is needed. 2. Analyze potential manufacturer partners Survey our network of manufacturer partners to find those who best fit our criteria of proven capabilities and track record with the products of interest.
been able to help them expand their business while bringing you an easy way to identify products that offer best-in-class value. We offer the Burkhart Private Label brand alongside the many recognized brands in the dental market to give clients a range of choices. Manufacturers of recognized brands often invest heavily in research and development to create new products that advance the state-of-the-art. With cutting edge, highly differentiated features, these products enable clinicians to do new things in new and better ways. These manufacturers also invest heavily in marketing and brand development so their products become highly recognized and sought after. It is no surprise these products cost more because of the necessary investment. With Burkhart Private Label products, we avoid a lot of that investment. The products we choose tend not to be cutting edge but they are stable and proven. You probably won’t see a big name key opinion leader talking about Burkhart Private Label products at the next dental convention. Our literature and promotion activities are relatively basic. As a result, we can market our private label products inexpensively and pass the savings on to you. Since its launch, Burkhart Private Label product sales have grown to represent almost 10% of our total dental merchandise sales and it is continuing to grow steadily with each passing year. This tremendous acceptance has been gratifying for Burkhart Associates as we work hard to help you manage practice overhead with our Supply Savings Guarantee and orientation to helping build client success. It has also proven valuable to the many clients who have needed to find ways to bring costs down in response to some of the recent economic challenges. If you haven’t considered Burkhart Private Label products, give them a try. We think you’ll like them and you will love the savings.
3. Define the product specifications Document the critical attributes needed in the product we want to bring to market and assure the potential partners can meet them. 4. Test product samples Work with clinicians to evaluate samples of the products under consideration in actual clinical use. 5. Request bids Lock down pricing and purchasing terms for products that perform best in clinical testing. 6. Select the partner Choose the manufacturer that offers the best combination of price and product performance then negotiate final pricing/terms. 7. Develop packaging/labeling Design labeling, boxes, instructions, etc. consistent with regulatory requirements, if applicable, and Burkhart Private Label design standards. 8. Launch the product Develop literature, advertising (usually in issues of TIPS), promotional programs, get product in stock, and provide training to Account Managers.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 35
Colorado Mission of Mercy The Colorado Mission of Mercy (COMOM) is a large-scale dental clinic held annually in a Colorado community. With 125 portable dental chairs, dental services are provided to adults, elderly, and children, who cannot afford dental care. An outpouring of nearly 200 volunteer dentists from across the state—along with hundreds of dental hygienists, assistants, lab technicians, and a myriad of lay volunteers and other health professionals – work in tandem with community groups and agencies to better the oral health of individuals who come to the clinic. During the first 11 years of the program, COMOM has served 14,000 patients and provided $12,000,000 in donated dental care.
GIVING back Burkhart Believes in
We believe in helping our doctors and local organizations that are out in the world doing amazing things. Read about some of the organizations we've supported this year!
Texas Mission of Mercy (TDA Smiles Foundation)
Texas Mission of Mercy (TMOM) is a mobile dental clinic that travels around the state providing free basic dental care to Texans with limited resources and/or access to care. Their volunteer dental professionals’ primary focus is on relieving pain and preventing infection by providing extractions, fillings, and cleanings. In limited cases, replacing missing front teeth or repairing partial dentures may be available to restore a smile. Burkhart was able to donate dental supplies, sterilizers, equipment service repair, and ten volunteers for one day at this veterans-only event. This year, $623,000 in dental care was provided to 562 deserving veterans. To learn more, visit www.tdasmiles.org.
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Alaska Mission of Mercy The fourth Alaska Mission of Mercy (AKMOM) this year took place on April 13-14 in Fairbanks, and was a huge success! There were 374 volunteers (68 of which were dentists), with 652 patients served and over $743,000 in dental care provided. This event wouldn’t be possible without the support of the wonderful doctors, organizations, and volunteers of the community.
D-Day for V-Day D-Day for V-Day is a one-day event that provides free dental service to our veterans. Dr. Stan Lowrance, a Burkhart client, shuts down his practice to the public for one day and hosts this event at his practice in Rockwall, Texas. Burkhart was proud to support Dr. Lowrance, and donated dental supplies, sterilizers, EQ service repair, and two volunteers. They served 77 veterans this year and performed around $30,000 in dental services.
AMEN Free Clinic, Boise AMEN Boise is a free, first-come first-served clinic, with a goal of serving those who need help. The clinic came to Boise September 12th through 14th at Expo Idaho, supplying dental, vision, and medical care to nearly 1,500 people this year. There were 800 volunteers, ranging from doctors, dentists and general staff, to security. The Adventist Medical Evangelism Network or AMEN group helps organize these free clinics all across the United States, with a mission to "make a difference in our own backyard." For information, head to AMENBoise.org.
CATALYST MAGAZINE // FALL/WINTER, 2018 // 37
Arizona Mission of Mercy (AZMOM)
Building Hope Today
The Central Arizona Dental Society Foundation (CADSF) hosted its 7th annual Dental Mission of Mercy (AZMOMs) event at the Veteran’s Memorial Coliseum at the Arizona State Fairgrounds Dec 7 and 8. Nearly 1,700 volunteer dentists, hygienists, lab technicians, assistants and lay people provided approximately $2 million in free care to more than 2,000 patients on a first-come, first served basis. The dental professionals utilized 100 portable dental units to focus on relieving pain and infection. Dental services such as fillings, extractions, cleanings, as well as limited lab work was provided to patients of all ages.
Building Hope Today is a nonprofit organization whose mission is to create awareness of the prevalence of childhood sexual abuse, reveal its lasting effects, and to safeguard those at risk on their path toward a hopefilled tomorrow. Matt and Lynne Morgan, Co-Founder’s, passion continues with the mantra save “Just One” child from experiencing sexual abuse. Through education, Building Hope Today will help families to recognize the signs of grooming, so we as a society can decrease the incidents of abuse in our own families and communities. Visit www.buildinghopetoday.org for more information on how you can help support their efforts.
Burkhart Customer Service Rep Stefani Young helps a new mother at the Temeke Hospital in Tanzania with Nations Midwifery
Manos De Cristo The mission of Manos de Cristo is to empower low-income individuals with a loving hand of assistance and without regard to age, gender, race, or religious preference. Manos de Cristo promotes dignity and self-reliance by meeting basic needs with food and clothing, providing essential oral care, and furthering educational development. They help with dental care, education, food, clothing, and more. This year, our Austin Branch was able to contribute and volunteer with a clothing drive event, where 2,000 underprivileged families were served.
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In addition to our branches across the country supporting these generous programs, our corporate office proudly supports multiple charities throughout the year, including: UW School of Dentistry New Reality International Carol Milgard Breast Center Tacoma Public Library The Alzheimer’s Association Nations Midwifery JBLM School Toy Drive A sincere thank you to all of the doctors, teams, and individuals who give freely to support these worthwhile causes.
Experience the Planmeca Difference Seamless integration and a productive workflow isn’t just a nice to have, it is a necessity. Small gains in efficiency can add up quickly. With the complete solution from Planmeca, you can experience greater efficiencies while delivering excellent patient care.
• • • • •
Planmeca ProMax® 3D
Planmeca ProMax 3D Imaging units provide excellent diagnostic images at a significant reduction in radiation dose ®
Planmeca Emerald™ Intraoral Scanner for fast and accurate full arch scanning with a more pleasant patient experience Planmeca PlanMill® Milling Units offer same-day restorations for patient convenience Planmeca Sovereign® Classic dental chairs are ergonomically designed to improve comfort for both patient and clinician Planmeca Romexis® Software is an all-in-one solution to bring all your devices together at your dental practice
The small things form the big picture – delivering dentistry your patients deserve. Learn more about Planmeca products today. 630-529-2300 www.planmecausa.com © Planmeca U.S.A. Inc. 2019. All Rights Reserved
Planmeca Sovereign® Classic
Planmeca Emerald™ and Planmeca PlanMill® 40 S
CavitronÂŽ 300 Series
Ultrasonic Scaling System
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