PDS Life Spring 2021

PDS life the

THE POWER OF RESILIENCE

Message from the FOUNDER, PRESIDENT, AND CEO

RAISING THE BAR

Dear PDS ® Teammates,

In 2021 PDS will once again raise the bar in the dental industry, setting a higher standard for excellence, and creating new and unique opportunities for everyone within our entire ecosystem. With our advances in technology, coupled with our strong execution, we will singlehandedly elevate the dental industry.

Of course, raising the bar is nothing new to PDS team members. We were the first large dental service organization to move to digital radiography and intra-oral photos, providing faster and better images. Investing in electronic dental records was a natural evolution. Further focusing on the patient brought us to same-day restorations, where we continue to lead the industry with CEREC®. Following in the footsteps of these great advances, we embark this year on a broad rollout of Cone Beam Computed Tomography (CBCT) and the near-complete transition to the Epic ® electronic health record (EHR) system.

CBCT provides oral healthcare professionals with three-dimensional (3D) images that

are a major improvement from traditional X-rays, revealing to clinicians so much more information about their patient’s condition. 3D technology will become the standard of care for all dentists, but once again we are ahead of the curve. Additionally, more than 120 supported offices have already transitioned to Epic, making us the largest single DSO on the platform with a fully integrated EHR system.

This combination will enable us to execute one of the remaining parts of our 10-year plan: seeing the Mouth-Body Connection® truly come alive. This is a momentous time and one I believe we’ll look back on and consider pivotal to the transformative growth of our profession. Understanding the Mouth-Body Connection can have a positive impact on one’s health. I envision a day where all of this technology is no longer siloed, improving the lives of millions of Americans on a daily basis.

I am extremely excited for every person in the PDS ecosystem, from clinicians (Dentists – GPs and Specialists, Hygienists, Dental

Assistants, and now MDs and Advanced Nurse Practitioners), along with the entire dental office team, and to all of us who serve them in helping make patients healthier and happier. It is indeed a great time for dentistry and those in this amazing industry.

The world may not be ready for us, but I know we are. As one of my mentors taught me, you can let the world happen to you, or you can happen to the world. The PDS team is setting out to create the Next Generation of Oral Healthcare in America (and the world)!

Sincerely,

Stephen Thorne, IV Founder, President, and CEO @SteveThornePDS

WHAT’S INSIDE

16

RECRUITING CENTRAL: ENCOURAGE REFERRALS AND POSITIVE REVIEWS

Explore ways to motivate team member retention, foster a strong workplace culture, and attract talented team members – like you!

18 GP SUCCESS: THE STRENGTH OF THE PDS ® PLATFORM

Reflect on how your commitment to modern dentistry with proven technology is propelling practices toward success and shaping the future of dentistry.

26

CLINICAL CORNER: EVALUATING COVID-19 PRECAUTIONS

Learn more about actions linked to reducing the risk of exposure and minimizing symptoms of COVID-19 in a clinical setting.

30 CLINICAL ENGAGEMENT: PDS-SUPPORTED OFFICES BEGIN DEPLOYING 3D X-RAY TECHNOLOGY

Examine how CBCT is elevating patient care and increasing our understanding of The Mouth-Body Connection

NEW OWNER DENTISTS

Meet the new Owner Dentists at PDS. 46 NEW OFFICE OPENINGS

Celebrate our 23rd state and over 800 PDS-supported practices as we continue to expand across the United States.

THE POWER OF RESILIENCE

CREATING HEALTHIER, HAPPIER PATIENTS® DURING UNPARALLELED TIMES

In this edition of The PDS ® Life, join us in celebrating the resilience shown at every level of our organization. Read words of inspiration from team members across PDS as they share how teamwork and a resilient mindset gave them the strength to overcome challenges and embrace new opportunities.

DANIEL J. BURKE | CHIEF ENTERPRISE STRATEGY OFFICER & GENERAL COUNSEL

In 2020, we were certainly tested like never before. Indeed, all of dentistry was challenged by the pandemic. When COVID-19 first struck, somewhere between 96-99% of U.S. dental practices went dark. Incredibly, the vast majority of our supported Owner Dentists made a different choice and chose to stay open for their communities. They remained available for patients with dental emergencies and essential needs, allowing them to avoid going into emergency rooms (preserving that precious capacity). This courageous decision required those of us at NSC to rethink everything we knew to help these practices stay open, safe, and available to their communities.

I’M NOT SURE THAT THE WORD “RESILIENCE” IS BIG ENOUGH TO DESCRIBE THE HEROIC EFFORTS PUT FORTH BY THE TEAMS AT NSC AND, OF COURSE, THE #DENTALHEROES IN THE FIELD. ONE NEVER REALLY KNOWS A PERSON’S CHARACTER UNTIL THEY ARE FACED WITH A SIGNIFICANT CHALLENGE.

In 2020, PDS faced a historic challenge and our community’s true character was revealed. I saw it every day in every corner of our business. I have never been prouder of a community in my professional life. I am grateful to each and every one of you.

MICHAEL J. WILLIAMSON, JD, CHC, CCEP | VICE PRESIDENT, COMPLIANCE & ETHICS, LEGAL DEPARTMENT

I witnessed resilience within the PDS family as part of a cross-functional COVID-19 crisis team. I’m proud to say that what I repeatedly saw displayed were attributes that align squarely with the We Believes Behavioral Framework. Resilience is directly correlated to adaptability. We Believe #2 says that constant adaptability is part of our jobs. The behavioral manifestations of this are being humble, hungry, and curious in others’ perspectives, and maximizing effectiveness today while preparing for the future. The very nature of the multi-disciplinary team and the transparency and collaboration it yielded was a direct reflection of humility and curiosity. In every meeting of this team, sometimes twice per day, I witnessed the deliberate balancing of acute, critical needs with the long-term significance of PDS. Resilience also requires courage to take initiative to do what was needed in a never-before experienced crisis (We Believe #3). Every day, individuals stared into the face of the unknown and had the confidence to act anyway. PDS has the immeasurable advantage of being conditioned to take care of problems as they arise in order to take full advantage of the opportunities they present (We Believe #6). PDS and the Framework underwent the ultimate stress test and passed with flying colors.

MAHA SAID-SHARIFF | TERRITORY PARTNER, SOUTH INLAND EMPIRE & NEVADA REGION

PDS ® ’ “We Believes” are a powerful compass, a framework of our values and principles. They are a declaration of our moral fabric as a collective group of people dedicated to our mission and purpose. We Believe #6 states that “Everyone has the will to succeed and can make proper decisions. We understand that as a business we will always have problems, and problems are just opportunities in disguise. We are not big on rules and regulations, but demand that each of us take care of problems as they arise in order to take full advantage of the opportunities they present.”

Leading with people in mind, PDS’ response to the COVID-19 crisis was as powerful as it was exemplary. Pivoting and positioning supported practices to remain open for emergency care for communities with PPE reduced the onslaught to the ER and further spread of the virus while right-sizing the business to protect and safeguard the organization foundationally and all those dependent on it. We even transitioned more than 100 of our supported practices to Epic, continued to leverage CBCT technology, and dental-medical integration to maximize comprehensive care while enabling and empowering our supported clinicians to perform like never before. It was and remains an extraordinary time to live and work amongst those who are committed to triumphing, none of which is possible without an inexplicable level of resilience.

I’m incredibly proud of our senior leadership, fellow peers, supported ODs, the SIE & NV region, all regions, team members, and my own regional team who remained true to the best of ourselves during some of the worst of times. We know that organizations succeed because of people. PDS has a history of valuing people and empowering supported dentists to deliver their best to patients. In turn, people value PDS. Our collective resilience matched the devotion to endure and overcome stronger and better than before. The enormity of this past year’s challenges cannot be overstated and the way in which every team member rose up to meet them with their own expertise and resilience is extraordinary. From a CEO and senior leadership team who immediately led and pivoted the organization to direct our attention to the responsibilities at hand, to the supported ODs and their teams who stood united on the front lines embracing emergent care, and the support teams that prepared and published in record time reintegration guides, outlined compliance procedures, addressed IT and people/payroll needs, and so much more while answering the thousands of incoming patient calls, we had every resource at our disposal.

JOE SAPORITO | REGIONAL PARTNER, ROCKY MOUNTAIN REGION

Resilience is one of those words that comes to mind when you are describing any of the great leaders throughout history. In fact, when you have it you are likely to succeed often. Without it, your career will be synonymous with a hamster wheel.

RESILIENCE TYPICALLY SHOWS UP WHEN YOU ARE PUT IN AN ADVERSE SITUATION. YOUR MINDSET AT THAT MOMENT MAKES ALL THE DIFFERENCE IN THE WORLD.

Adversity came knocking early in 2020. When the pandemic began, the RMR team quickly realized we lacked the knowledge and experience to confidently navigate it. There was no playbook or rules for how to lead during this time. The difficult decisions that had to be made in what seemed like an instant felt initially overwhelming. The power of teamwork came into play as I leaned on members of the team I knew I could trust the most, and we quickly developed a plan. When the government restrictions were put in place, it seemed like a new public health order was issued every other minute. We remained flexible and focused on what was needed at that time and didn’t allow the outside noise to knock us off track.

Our unity and collaboration, coupled with our remarkable resilience and fighting spirit, will be remembered not only for saving the dental profession, but most importantly, the lives of patients.

EVERY LIFE ENCOUNTERS OBSTACLES AND CHALLENGES, YET EARLIER THIS YEAR, WE FACED A GLOBAL PANDEMIC THAT THREATENED TO TURN OUR LIVES UPSIDE DOWN. THERE WAS NO ESCAPE, NOR WAS THERE AN INCLINATION TO BOLT. IT WAS NEVER CLEARER THAT PDS WAS GOING TO FIGHT, AND FIGHT HARD WE DID.

ALICIA LOWRY | REGIONAL DIRECTOR, NEVADA REGION

Embodying a resilient mindset has been the key to our success. Rather than merely looking to mitigate or restore what once was, we moved forward to overcome adversity by adjusting to our new reality and shifting our mindset from surviving to thriving. The offices in our region decided without question to expand access to care seven days a week. We redistributed the workload and roles to fit the evolving needs and demands of the business, and quickly embodied the mindset of

“NO PATIENT AND NO OPPORTUNITY LEFT BEHIND.”

To ensure our focus was aligned, we held weekly leadership calls with the operators and worked with our partners to consolidate messaging. We were tested during this challenging time, but we persevered because “We Believe in the power of teamwork.”

This collaborative environment has fostered a curiosity for innovative possibilities. Our partners and team members have been empowered with the authority, support, and resources needed to overcome. Together, we have been able to navigate through barriers and seek resolutions by providing a stabilizing influence and environment to remain focused and aligned throughout this pandemic. Our relevance, brand, and purpose truly relies on each and every one of us.

ASHLEY SPOONER, DDS, D. ABDSM |

OWNER

DENTIST, #517 ROCKY MOUNTAIN REGION

COVID-19 came into our lives with little warning and presented us with many unknowns of the damaging effects it would have on health, the economy, and regular daily life.

WE HAD A CHOICE TO MAKE: DO WE LET COVID-19 TAKE ITS COURSE AND HOPE FOR THE BEST, OR DO WE COME TOGETHER TO BE INNOVATIVE, FLEXIBLE, AND AVAILABLE FOR PATIENT CARE?

My team and I never wavered on how we would tackle this unforeseen challenge. As the owner, it is my responsibility to make decisions that allow us to treat patients while keeping the office viable. It is also my responsibility to make sure that the office is in a place where I can continue to provide job security. The COVID-19 reality hit, and it was time to kick it into gear and use the “power of teamwork” to push forward.

Pandemic or not, “We have the obligation and the opportunity to present the best dentistry possible to each and every patient.” Regulations made this more difficult, but as a team we navigated new challenges by talking about what we were going through, helping each other, having a positive attitude, and believing that together we will succeed.

OSCAR TORRES | FIELD DEVELOPMENT SPECIALIST, PACIFIC SOUTH COAST REGION

Years from now we will look back at the year 2020 and without a doubt exclaim, “I never want to relive that year again!” Yet, interestingly enough, each and every team member will have their own stories and takeaways to share.

What did 2020 look like for myself and our support team? It was definitely a conjunction of core attitudes such as drive, adaptability, endurance, sacrifice, and resilience. Without these skills, providing the best dentistry possible for our patients wouldn’t have been possible. For me, it meant scrubbing up once again (a shift from my normal role) and supporting clinicians chairside along with our passionate and hardworking Dental Assistants.

Our sincerest efforts to perform to the best of our abilities every day and motivate each other with positive patient stories helped fuel our team’s energy. Together, we can and will continue to prevail!

WAS EVERY DAY A WALK IN THE PARK?

NOT AT ALL. TOGETHER WE LAUGHED, CRIED, GREW STRONGER, AND SOUGHT TO FIND THE SILVER LINING OF IT ALL. FOR THAT I AM GRATEFUL AND AM KEEPING HOPE ALIVE FOR WHAT 2021 HAS IN STORE.

SHARI LANDES, RDA | MANAGER, BACK OFFICE COMPLIANCE, LEGAL DEPARTMENT

The COVID-19 pandemic didn’t come with a road map. This event affected people differently, bringing a unique flood of thoughts, emotions, and uncertainty. Resilience takes intentionality. Our team focused on four components during this pandemic: community, promoting wellness and safety, positive thinking, and service to help empower and encourage others to withstand the challenges brought upon by the pandemic while learning from this difficult and traumatic experience. Our capacity for weathering out the storm and increasing resilience has continued to grow. Demonstrating resiliency doesn’t necessarily mean that we haven’t experienced difficulty or distress. The ability to restructure the way we think about negative situations and bad events will not only help us as a company through the challenges that 2020 has brought, but will help us emerge as confident and courageous people.

“We believe in the power of teamwork. Therefore, we fail or succeed together.” By building a community, cultivating a belief in our ability to cope, staying connected, talking about what we’re going through, being helpful with each other, and activating a positive attitude, we will succeed.

DANA WINK | REGIONAL MANAGER, SOUTH FLORIDA REGION

When the pandemic hit, some tough decisions were made in order to continue business, and we had new roles we needed to adapt to. I had the pleasure of partnering with Owner Dentist, Sagar Mauskar, DMD, and Lead Dental Assistant, Brenda Garriga, at Dentists of Coral Gables. We took action and reached out to local urgent care clinics to let them know our office was open for dental emergencies to help limit their overflowing facilities. We extended our office hours to include weekends, offered online scheduling from 7:00 AM to 7:00 PM, and we also partnered with our surrounding PDS® -supported practices for specialty care. When patients contacted us, we had them come in right away to see our OD. No patient was left untreated.

The South Florida team continues to overcome challenges, work together, and communicate effectively to serve our community. I am truly blessed to have such an amazing group of team members to partner with each and every day.

LISA B. BIENSTOCK, DMD, MBA | PEDIATRIC MULTI-PRACTICE OWNER DENTIST & ALLISON INOUYE, DDS | OWNER DENTIST, #203 DESERT MOUNTAIN REGION

2020 was a difficult year for all, but it presented some unique challenges for those in dentistry. Between the frequent shift in recommendations based on updated COVID-19 research (many times contradicting previous guidance due to the evolving landscape of a novel virus) and the increased time and effort to ensure proper sanitation practices, it has been difficult to stay on track and up-to-date with our normal focus: providing the Perfect Patient Experience ®. Add to that the increased PPE requirements (which are uncomfortable and restrictive), oftentimes less than understanding parents, the uncertainty around dental procedures’ safety (because of dentistry’s aerosolizing nature), and the increase in patients’ behavior regression who have had their routines upended, it is a miracle that dentists continue to show up and stay positive. Likewise, our respective staff members not only take those challenges in stride, but also face uncertainty about their personal finances, as well as their own health and that of their families. Their efforts are nothing short of heroic in their own right.

Despite these obstacles, we all try to stay positive and soldier on, recognizing that we are lucky to have the opportunities that others do not. I am personally so proud of

our team at Norterra Kids’ Dentistry and Orthodontics. We continue to serve the community with enthusiasm and integrity. Our team shows up day in and day out despite these challenges. What’s more impressive is that they do so with character. We never hear complaining or anything less than positive attitudes from the team.

Luckily enough, the team treats each other with compassion. They are a friendly and comforting presence to our patients, who are themselves often feeling drained and distraught.

THIS LEVEL OF TENACITY IN SPIRIT AND ACTION IS THE BEST OF WHAT WE HAVE TO OFFER EACH OTHER, AND IT REMINDS US THAT WE ARE CAPABLE OF ENDURING MORE THAN WE MIGHT HAVE GUESSED.

We are inspired by our team each and every day and we can only hope they recognize how amazing and appreciated they are.

GARY J. PICKARD | SENIOR DIRECTOR, GOVERNMENT & INDUSTRY AFFAIRS, LEGISLATIVE AFFAIRS

It may be hard for some to think about PDS® as ever being small, but when I first started we were supporting just 15 practices, all in Southern California, and everyone working at NSC fit on the second floor of a small two-story glass building in Costa Mesa.

Like PDS, I’ve grown considerably since my early days as an OMT at office #13 in Mission Viejo with then OM Mike Butler. I ran for city council twice, finished my bachelor’s degree, started and developed multiple departments, and have been recognized for numerous industry achievements. And like many other team members at PDS, I learned new skills and sharpened others because “…constant learning and adaptability are part of our job.”

Due to the pandemic, I had to quickly pivot away from in-person meetings with legislators, policymakers, and other industry leaders and organizations. Instead, I connected with these important individuals and key entities via phone, text, email, and video. This enabled us to remain in the know, helped minimize shut down orders, and allowed us to secure additional positions of leadership so we could continue our important work of elevating the dental profession and advocating for our business model.

RACHEL LOPEZ

SONNY CHOKKA, DDS | MULTI-OFFICE OWNER DENTIST, FACULTY PDSI, NDAB BOARD MEMBER, FOUNDING

DENTIST PDS MASSACHUSETS

PDS has been my home for 25 years and time has flown. For a company or anyone to have longevity, they must be relevant and resilient. If things were easy, we would be deprived of the gifts that challenges bring us. It forces us to break out of our comfort zone and into uncharted waters.

2020 has tested us personally and professionally. Resiliency to me is more than bending and not breaking. Like a fractured bone that breaks but heals stronger, I am better for what this past year has done for me and my team. We’re here for our patients and to create lifelong relationships, but we also support each other and our collective families. During the pandemic, our team still provided the PPE® while wearing PPE. I’m so proud of my team members for showing up and serving our patients. Whether it’s sewing fancy decorative caps or buying Starbucks for each other, we learned that we are stronger together. Social distancing has kept us safe, but our bond and our common purpose have made us closer than ever.

| LEAD DENTAL ASSITANT, #225 SOUTH INLAND EMPIRE REGION

Challenging moments in life require resilience. 2020 was a strenuous year as we worked through the pandemic. It has been physically, mentally, and emotionally exhausting, but as our team united, we supported one another through hope and faith because “We fail or succeed together.”

In my 20 years of working for PDS, I have been very fortunate to work with great team members, great dentists, and for a great company. I’ve come across wonderful mentors that supported me along my way. I plan to continue my journey with PDS and will always give 100% of my hard work and dedication to the company.

LENA KIMURA, AACP | PARALEGAL III, LEGAL DEPARTMENT

PDS® is one of my most valuable working experiences thus far. From the Specialties team to Payroll, to Education-Training, to the Legal team, “We believe in the power of teamwork” has shaped me in various ways over the past 15 years. PDS mentors encourage you to utilize your knowledge to understand the task at hand and why it’s needed. When the pandemic hit, the power of teamwork was tested, and we all had to do things we had never done before. This is when I truly realized that with the teamwork at PDS, we can succeed together. I am beyond grateful to everyone who has empowered me to achieve more than what I believed I could, which ultimately led me to become the certified paralegal I am today.

JOE CEA | MANAGER, IT ENTERPRISE OPERATIONS

As a team, we established camaraderie based on trust and intentional investments in one another. This simple yet often difficult to execute action allowed us to leverage each other’s strengths and weaknesses. This was especially true throughout 2020. Most people will remember the pandemic, but for us it’s the year of RESILIENCE. We learned to cope, support, be vulnerable, and cultivate relationships to not only reach our goals, but to also lift each other up and carry the load. Our ability to harness the resilience of our team allowed us to not only do more with less, but to also elevate our performance, and align ourselves to a path of greater meaning. The “We Believe in the power of teamwork” in our We Believes helped us remain focused and empowered us to weave resilience into our core. This became our driving force and it allowed us to exceed our individual expectations.

FAVIOLA GIL | REGISTERED DENTAL ASSISTANT, #19 ORANGE COUNTY REGION

I am very happy to be able to work with this successful and empowering company. In these years I was able to go from Intern, to Dental Assistant, Registered Dental Assistant, and now Lead Assistant. I accomplished all of this with the continuous support and encouragement that PDS continues to give me. I am very excited to continue growing at PDS.

ASHLEY ABRAMS, DDS | OWNER DENTIST, #291 SOUTH INLAND EMPIRE REGION

Since we opened our office two years ago, our clinical culture has been based on two We Believe statements: “We Believe that patients pay our salaries” and “We Believe in the power of teamwork.” The team’s priority has always been to make sure patients are taken care of and we cannot do this without working together as a team. When everyone’s world flipped upside down in March 2020, this same mindset kept our team resilient. We continued to do what we have always done: take care of our patients. We weren’t afraid of COVID-19; we only cared about keeping our doors open and helping patients that needed dental care more than ever. My Lead Dental Assistant, Quentin Williams, and Operations Manager, Briana Gray, worked six days a week with me for months, sometimes 10-12 hour days, without hesitation.

On April 1, we went live with Epic. So not only were we short-staffed with full schedules of emergency patients, but we had to learn an entirely new system that the developers themselves were still trying to learn as they had never used it in a live patient setting before. In May, when we were able to expand back to routine dentistry, the rest of the team jumped on board to continue this same drive they’ve always had.

Although this past year has thrown many challenges our way, I am so grateful for the team that was by my side every day. We always put our patients’ needs first and I’m thankful for our patients that put their trust in us to help them with their dental care.

MARJAN ROGERS, DMD | OWNER DENTIST, #72 SAN DIEGO REGION

When I started my journey at PDS® I had already had a solo practice for seven years and had also worked in a variety of dental practices. By then I knew exactly what I was looking for, and that was a business model in which I could focus on being a clinician by receiving the professional support needed to help manage the daily needs of running a dental office. PDS nailed it for me and has continued to provide the support I need as an Owner Dentist, especially through challenging times. The ultimate test of resilience has been none other than COVID-19 and the unprecedented 2020. My longtime assistant of 15 years Denise, and my manager Nargess, made sure we saw as many emergency patients as we possibly could in order to best serve our community. We were able to do this with a resilient mindset and the power of teamwork. A shining moment for us was when our office was featured in the local paper for having remained open and taken care of dental emergency patients. The resilience finally paid off, while we were so engulfed in just doing our jobs, the outside world noticed!

THANH TRAN, DDS, BS | OWNER DENTIST, #273 SAN DIEGO REGION

It has been an amazing 10 years. I want to take this opportunity to thank all of PDS. Thank you, Dr. John Nosti, for realizing my potential even when I did not realize it myself and for allowing me to be your associate and now partner. Thank you to my amazing team who has been with me through this journey and thank you to my wife and family for supporting me through the years. I could never have imagined such an amazing career before practicing dentistry and now 10 years later I could not imagine practicing without the support of PDS. I am constantly reminding my team that it’s not how you start, but how you finish, and as a team we do it together. I am very much looking forward to the next 10 years!

BRANDON GIBASE | OPERATIONS MANAGER II, NEVADA REGION

Resilience is coming together collectively as one unit and overcoming obstacles. This pandemic has truly brought our teams together as a whole, taught everyone to always be solution-oriented, helped teams become more efficient in day-to-day tasks, and has encouraged us to rely on each other more than ever before. We as a team take inspiration from the We Believes and read the Daily XP to help start each day on the right foot. This ensures that we have a structure to complete the best dentistry possible. In our huddles, we uplift one another and embody the power of teamwork, which helps everyone stay motivated.

SARAH GERDES | REGIONAL RECRUITER, ROCKY MOUNTAIN REGION

To me, resilience is the process of adapting well in the face of adversity and stress. Our Rocky Mountain Region team embraced the pandemic head-on and fought from the very beginning. As a team we took things hour by hour to support each other and our teams in the field. Led by our fantastic Regional Partner, Joe Saporito, we were able to finish 2020 strong even in the face of adversity that the pandemic brought forth. Teamwork, a positive mindset, adaptability, and resilience sum up what the Rocky Mountain Region accomplished this year and I am blessed to be a part of it!

CARISA

GUTIERREZ

|

SPECIALIST,

NICK MURRAY | REGIONAL MANAGER, TENNESSEE REGION

For myself and my supported teams, being resilient was clearly defined in 2020. Looking back, it was being able to clearly recognize what the challenge or roadblock was, and then immediately rallying the teams to create a unified front on how to overcome it. Along with the COVID-19 pandemic, my supported region opened five offices with the new Epic system, which absolutely required all of my supported teams to be in the mindset of finding the silver lining in everything and leaving nothing to chance. Being resilient gave our teams the strength to work longer hours, be trained and ultimately nail the PPE® process, and to rely on solid teamwork and unwavering efforts to offer the best possible experience to our patients.

PDS® FOUNDATION

Our team rose to the challenges of this year by working together to create virtual opportunities to serve, including our first annual virtual 5k that raised an awesome amount to support the Dentists for Special Needs clinic. Cheers to 2021!

NICHOLE BALL | OPERATIONS MANAGER II, SOUTH INLAND EMPIRE REGION

2020 was a year of overcoming unprecedented challenges. The adversity forced upon us left no room for unmalleable behaviors within our culture and we made the choice to continuously come together, adapt, recover readily, accept, and overcome these challenging times. Through this crisis, our team decided to be all in together by consistently stretching our capacity to ensure everyone felt supported, not only professionally, but personally. Through tragedy comes triumph. Through this unexpected pandemic, my team rose to the occasion and they are the reason I still see and believe in the good of humankind. “Character cannot be developed in ease and quiet. Only through experience of trial and suffering can the soul be strengthened, ambition inspired, and success achieved.” – Helen Keller

EMILIO MARIOLIS | VICE PRESIDENT, ACCOUNTING OPERATIONS/CONTROLLER

To me, resilience is accepting our new reality, even if it’s not as good as the one we had before, and no matter how much falls on us, we keep plowing ahead. Through the pandemic, my team showed resilience by continuing to move forward, despite the challenging circumstances, to ensure we provided monthly financials accurately and timely without missing a beat. This ability to deliver enabled management to make quick decisions during a time of uncertainty to ensure we as a company could remain prepared and strong, no matter what.

BAHA DURAINI, DDS | OWNER DENTIST, #715 AND #702 DALLAS/FORT WORTH

REGION

Being part of PDS ® over the past 10+ years has helped me grow my career and self. I’m so thankful that I’m part of PDS, especially during 2020 when all of us have been impacted by the pandemic. We never felt alone and always felt we had support to continue taking care of patients. With everything that happened in 2020 and all the challenges we faced, we stayed resilient and made sure to never take a step backward. We bounced back quickly, continued to help patients, and made sure everyone stayed safe and healthy. I’m proud to be a partner with PDS and here is to another 10 great years.

ANGELA DARLING | OPERATIONS MANAGER, GULF COAST REGION

My Owner Dentist, Ashely Hopkins, and I met on April 1, 2020, put our heads down and planted our heels with the purpose of supporting the team and continuing to treat patients. I was honest with her and my team in saying that I had no idea how to run an office in a pandemic. Together we would brainstorm at the end of the morning huddle to find solutions that fit each day’s challenges. “We can do hard things” was our motto. Regional Manager, Amina Sinkfield, supported us through the ever-changing, daily challenges. She was always in our corner when we needed encouragement and PPE. We made the big, hard decisions together, being ever adaptable, and I am humbled to have worked with a resilient team of hard-working Texans. Together we did “hard things.”

THERESA MURPHY | REGIONAL MANAGER, SPECIALTY, NEVADA REGION

The word resilience sums up 2020 for myself and the Specialty Team in Nevada. From the onset of the pandemic, we learned very quickly how to pivot, fix, adapt, and succeed within limited capacities. I was three months into my new Specialty Regional Manager role when the pandemic started. The constant flow of changes helped mold me into the leader I am today. The resilience from the Specialty Back Office team and the Specialty Dental Assistants has been amazing. No matter what was thrown their way, each of them has consistently strived to take care of each patient, and one another! We often speak about “grit” within the Nevada region, which to this day, continues to differentiate and redefine the Nevada Specialty Team, and I am so honored to be a part of it.

MARIBEL SOLIS | REGISTERED DENTAL ASSISTANT, NORTH LOS ANGELES REGION

Over the last year, we had to rapidly adapt to new safety guidelines to ensure our safety, the safety of our patients, and that of our loved ones. We work together as a team, because when we rely on and care for one another, we can help each other grow and overcome fears and concerns with compassion and empathy. The seriousness of the pandemic is not a laughing matter, but together we have been able to stay positive. We share old stories, and laugh at happier times, to help us cope during these troubling times. We don’t have a clear visible finish line for this pandemic, but I choose to practice self-care, love, respect, and humility to help overcome these anxious life events.

STEPHANIE GUERRERO | LEAD REGISTERED DENTAL ASSISTANT, NORTH LOS ANGELES REGION

Resilience means sticking together as a team no matter the challenge or obstacle presented. During this pandemic our team has shown a tremendous amount of resilience through being there for our patients and taking care of their needs in these unprecedented times. When faced with the uncertainty of the future, we strived to remain united to continue to provide the Perfect Patient Experience ® by creating a safe and healthy environment. I am proud to say my team has shown an excellent measure of resilience during this pandemic and I am happy to know we can overcome whatever comes next.

BEN MIZUSHIMA, C.P.A. | DIRECTOR, CONTROLLER, NSC

I’d like to take this opportunity to thank Taylor, Brady, Emilio, Lesley, Erica, Grace, Vannary, Annie, Flora, Jenny, and everyone else who has been part of my PDS ® journey. 2020 was by far the most challenging and rewarding year of my life and reading over 2,500 XPs and We Believes the past 10 years has reinforced my values to conquer the endless challenges presented to me. My team helped each other stay resilient by stepping up together, making sacrifices, facing concerns head-on, thinking outside of the box, picking each other up, encouraging each other when we fall, and supporting our regions the best we can. PDS created many awesome stories in 2020. Cheers to more awesomeness in 2021!

DEMI GODINA | OPERATIONS MANAGER II, SOUTH INLAND EMPIRE REGION

As a leader, understanding the fear my team members had of the unknown back when the pandemic began left me with no other choice but to remain resilient. Despite my own fears, I was aware of the responsibility to utilize all resources available, stay safe, and get back on the track to help my team succeed. Along with my supported Owner Dentist, a resilient mindset played a key role in staying focused on helping create healthier and happier patients. It also served as an inspirational tool to create a stronger bond with the entire team, understanding that together is better, and we can succeed in times of crisis.

VANESSA RENTERIA, RDA | LEAD DENTAL ASSISTANT, NORTH LOS ANGELES REGION

Resilience is a critical life skill that is essential to human survival and gives us the ability to cope with stress and unexpected challenges. Workplaces are embedded with stress, especially during this pandemic. My team and I acknowledge that life comes with challenges and setbacks during these difficult times. Our team strives to work with a resilient mindset to help us perform, like having morning huddles with the whole team, plotting out a plan to successfully get through the day, and to make sure everyone understands a common goal which is crucial for our team to perform well. We see each other as survivors, we help each other overcome these challenging life experiences that we face and use them as opportunities for growth and change. Our perseverance through these tough times can only make us stronger.

KEVIN SWICK | SENIOR MANAGER, CONTACT CENTER

“Resilience is accepting your new reality, even if it’s less good than the one you had before. You can fight it, or you can accept that and try to put together something that’s good.” – Elizabeth Edwards. 2020 presented a number of challenges, but how one responds will determine its true impact. This year, the Patient Relations team showed its resilience by accepting the new reality and working together to create something positive. By embracing this mentality, we ensured our team’s success in 2020 and beyond.

EMERALD LYNN KEYNER | LEAD DENTAL ASSISTANT, #75 SOUTH INLAND EMPIRE REGION

Resilience means that no matter how difficult the obstacle may be, we as a team will get through it together. The We Believes Behavioral Framework that played a role during this time was, “We Believe in the power of teamwork. Therefore, we fail or succeed together.” We hit a big bump in the road during 2020, but our amazing team was willing to give it their all to make sure we didn’t fall, and I am so grateful for that! This is an experience I will never forget and I will cherish it forever.

COURTNE BROUILLETTE | OPERATIONS MANAGER, ROCKY MOUNTAIN REGION

The pandemic has changed our mindset for the better. It’s helped our Owner Dentists and Associate Dentists reset and change their verbiage to show more urgency for patients to get treatment. This, in turn, has helped tremendously with case acceptance. We also learned to never give up even when it seems like everything is difficult and working against us. There is always a solution, but you have to be willing to think outside of the box.

JAMES SHOMO | WEBSITE DEVELOPER, MARKETING DEPARTMENT

The PDS marketing team proved its resilience by working outside their comfort zone to provide guidance to our patients and team members. Many team members worked from home while watching their children, worked late nights to meet deadlines, and kept a positive mindset as we worked through various challenges. This pandemic has tested us in many ways and I am proud to be part of a team of PDS professionals that “got back up” and pushed on because “We Believe that the way we do business is as critical as whether business is good or bad.”

VICTORIA Y. SANTIBANEZ, DDS | OWNER DENTIST, #625 GULF COAST REGION

After having my baby in April 2020, I wasn’t sure how the office was going to do during the pandemic and the fact that I wasn’t going to be there to help made it worse. However, I was impressed with the resiliency of my team and their amazing support. I cannot thank them enough for showing up every day for our patients and each other. Their selflessness during such uncertain times meant the world to me. I’m so thankful to be part of this amazing network. The culture set by PDS ® made me feel secure for my team members and confident that I knew our patients were being cared for.

MICHAEL ROSS CONNER, DDS | OWNER DENTIST, #568 NEW MEXICO REGION

The second We Believe hits the core of what my office experienced and overcame in 2020. A lot of adversity came from COVID -19, but opportunity also presented itself. Our strong dental family kept the office running during the difficult months of the shutdown. We learned, evolved, and took advantage of every opportunity and came out of the shutdown with four of the best months our office ever had. I am so proud of each team member. Our strong bond derived success for 2020 with an 8% year-over-year growth.

MANDY GREENWALD | REGIONAL RECRUITER, GEORGIA REGION

As I think back on 2020 and the work my team and I have done, I realize the importance of resilience and know that we wouldn’t have made it this far without a positive mindset. The We Believe that really resonated with me is, “We Believe that only God knows what tomorrow holds, therefore we are thankful for today’s business and understand that constant learning and adaptability are part of the job.” I’m amazed by how much I learned this year and I’m so grateful for my team, and the resilience everyone has shown while facing obstacles we never even thought were possible. We all adapted and as I have taken on new responsibilities, the level of support within the organization has been nothing short of amazing.

JOHANNA

CISNEROS | REGISTERED DENTAL HYGIENIST, #130 SOUTH INLAND EMPIRE REGION

Resilience means focusing on the aspects of our job that are under our control. Resilience allows us to accept and adapt to a situation to move forward. My team did an amazing job supporting one another throughout this pandemic. Together, we overcame all the challenges and setbacks as a team, and through all the madness we remain hopeful that it will only get better. I’m confident we will continue to grow as a team.

SAM HANSEN | REGIONAL SENIOR RECRUITER, NORTH LOS ANGELES AND SOUTH INLAND EMPIRE/NEVADA REGIONS

Resilience has been an everyday requirement in 2020. Inspired by the We Believes Behavioral Framework, the PDS ® Mission, and PDS platform, the South Inland Empire and Nevada Regions live by the theme of “ONE TEAM, ONE VISION.” From our Territory Partner to every office team member and each regional support team member, this theme will lead us through times of uncertainty and we will come out stronger than before. Even though 2020 was much more challenging in new and difficult ways, we will not let it deter us from our mission of serving Healthier, Happier Patients®

MICHAEL KANE | REGIONAL MANAGER, WASHINGTON/OREGON REGION

Resilience in 2020 meant having the ability and mental fortitude to navigate each obstacle that presented itself and never wavering. This pandemic was an extreme example of why we are operators. Once our offices were constrained to emergency services only, our team had to figure out how to adjust our style and operations to maximize patient care and retain good business practices while complying with new COVID-19 safety protocols. The team was able to shift their mindsets in a short amount of time to properly serve our patients. I can’t tell you how much having a resilient mindset helped us as new obstacles and new government mandates were placed in front of us on a daily basis. We believe in the power of teamwork. We couldn’t have served our patients as well as we did without the total dedication and resilience of our team members.

JAMIE HARRIS | REGIONAL PARTNER, CENTRAL FLORIDA REGION

When faced with new challenges and opportunities, the Central Florida team frequently referenced the We Believes Behavioral Framework to ensure we were aligned in making the highest quality decisions every day. Our 2020 journey reaffirmed PDS’ platform is tested and proven. It offers the individual operator the flexibility to make decisions within a world-class support structure that, among other things, keeps us safe. I challenge each of us to participate in the structured environment that PDS has engrained in its DNA to maximize opportunity. The pandemic has changed our mindset for the better. It’s helped our Owner Dentists and Associate Dentists reset and change their verbiage to show more urgency for patients to get treatment. This, in turn, has helped tremendously with case acceptance. We also learned to keep a resilient mindset and never give up. No matter the challenge, we knew that together we would find a solution and grow stronger as a team.

CARMEN APARICIO | LEAD ANALYST, COMPENSATION

This year, team members across the country showed the resilient spirit of PDS. We were more prepared than most because our We Believes taught us that “Only God knows what tomorrow holds.” Team members responded to the crisis with creativity, hope, and determination, and the Compensation team was no exception. In March 2020, just as we were concluding our busiest quarter of the year, quarantine orders were issued and the uncertainty of tomorrow set in. We quickly switched gears and provided immediate support to field leaders as they made many difficult decisions. We collaborated with the other People Services departments to ensure the field was supported during this difficult time. Having a resilient mindset helped the team focus on the task at hand rather than the chaos happening around the world.

AMANDA TRUNNELL | OPERATIONS MANAGER, NORTH LOS ANGELES REGION

Change is inevitable. We can always benefit by embracing and learning from changing times. My team and I had an early understanding that a difficult condition of this magnitude would be best navigated with focus on our service. We believed we had to quickly adapt and remain confident as we have successfully overcome setbacks before. We had to persevere. Through communication, cross training, and staying positive, we were able to remain compassionate for our patients, our practice, and for each other. In turn, we are thriving at a higher level than we were prior to the pandemic.

ANGELA CURTIS, MSISM, CPBA, PCSA | SENIOR ANALYST, IT BUSINESS SERVICES

Every tragedy has a gift, but what gift could 2020 possibly hold? The answer: the giggle of my boss’ daughter trickling in over his headset, the potato that shows up in the mail after asking my brother in Texas to pass the potatoes during our Thanksgiving Zoom dinner, and the hashtag #FaithOverFear in my CEO’s LinkedIn feed. I cannot recall a time of year when I felt as blessed, or when minuscule acts of faith and love contained such potency. Embrace the gifts in this long, strange year. Within them are the resiliency to transform us into our best selves.

ISIOMA ANIZOR, DDS, MPH, FAGD | OWNER DENTIST, #912 GEORGIA REGION

When 2020 started, no one could have anticipated what was to come. All our plans for the year went out the window and we found ourselves regrouping to adapt to a new normal. Seeing this setback as an opportunity to change our mindset and understanding the events of 2020 were out of our control doesn’t mean it is a barrier to growth. This year allowed us to surround ourselves with people who are supportive and have a positive mindset. From my Dental Assistants, Dental Hygienists, Operations Manager, to my Regional Manager and Partner, I found the strength to overcome hurdles and remain resilient. We know that setbacks are temporary and if we keep pushing forward we will continue to succeed.

BRANDY REYES | LEAD DENTAL ASSISTANT, #774 GULF COAST REGION

Over these past five years, I’ve had the honor to work alongside some truly great dentists who helped me grow as a Lead Dental Assistant. They helped me develop as an individual–mentally, emotionally, and spiritually. My team and I believe resilience means waking up every day to provide the best dentistry for our patients with the utmost compassion and awareness for their safety. We have been courageous, strong, and humble with all the challenges 2020 has placed before us, and we continue to hold our patients’ safety as our priority. We believe that our resilience is to hold our heads up high and continue to thrive, knowing that “Only God knows what tomorrow holds” for us, our office, and our patients. Resilience is taking the bad and still finding the light at the end of the tunnel, knowing we are all in this together.

CARMELA DIAZ | REGIONAL MANAGER,

DALLAS/FORT WORTH REGION

2020 has been a real rollercoaster for everyone. It brought ups and downs but through it all we learned many things in the workforce. Resilience has a new meaning for me and my team. Having a resilient mindset meant being a leader even if it’s not your title. It meant “give it your all,” and “teamwork, we’ve got this!” Even though we were working through a pandemic, we kept our eye on the end game and knew this would pass. We did it for our patients, for our team, and for our families. It has been an honor to continue to partner with such an excellent organization that puts its people and patients first.

AMY LACHANCE | REGIONAL FRONT OFFICE TRAINER, DALLAS/FORT WORTH REGION

As I think about resilience during this pandemic, an African proverb comes to mind: “The wind does not break a tree that bends.” We believe that only God knows what tomorrow holds. This pandemic has certainly reminded us of this fact. There is probably not a person left untouched by this experience. As scary as that experience is and can be, it has shown us the amazing ability people have to rise up to challenges to take care of one another. We don’t know what tomorrow holds, but we bend to the winds of the pandemic and know we will not break.

SHANTELLE MAYA, RDA | LEAD DENTAL ASSISTANT, NORTH LOS ANGELES REGION

There’s no doubt that 2020 was a challenging year for everyone. Although the news of the first shutdown was worrisome, my manager and I were able to come together and face it head-on. We became a two-woman team and worked hard to keep patients coming through the door and provide great treatment. Though most of our patients were afraid to come into our office, they trusted us enough to take care of their needs. Resilience means being able to get up and keep going, even when the world comes crashing down around you. I faced an unfortunate event in my life in 2020, but my resilience pushed me through it and I was able to continue caring for my daughter and my patients.

STEVEN ALVARADO, DDS | OWNER DENTIST, #91 AND #240 SAN DIEGO REGION

Throughout our careers and lives, we will face multiple challenges. Early into 2020 we were faced with one that most of our colleagues had never considered. Critical decisions were made. Multiple teams and clinicians worked together to ensure that protocols were developed so we could continue making the best decisions for our communities. As I reflect on how we approached this challenging time, the We Believe I related most frequently to was, “Only God knows what tomorrow holds.” There’s obviously a lot that everyone is managing but perhaps today I’m in a better position to help than I will be tomorrow.

ERIC OLSEN | ENGINEER, IT ENTERPRISE OPERATIONS

Working in IT means constantly evolving and adapting to the ever-changing needs of the business. Never has this been more evident than in 2020 when offices were reduced to emergency patient consults only. In a matter of weeks, IT implemented a Teledentistry program allowing patients with a smartphone, tablet, or computer to be screened by a clinician in the comfort of their homes. We also coordinated with insurance carriers providing tollfree numbers for them to give to patients so our Contact Center could schedule Teledentistry appointments, eliminating the need for an emergency room visit. It’s this type of teamwork that helps our dental practices be the providers of choice in the markets they serve.

ANGELA MATTHEWS | ASSISTANT MANAGER, #411 NORTHERN CALIFORNIA REGION

It has been my pleasure to be with PDS for the past five years. I started as a Dental Assistant and I’m now an Assistant Manager with Rancho Cordova Dental Group. Seeing how united the company became during the pandemic was incredible. My team had a united vision, to serve patients in need. My team showed how hard they worked through adversity with impeccable communication, maintaining composure, and always keeping safety first. I’m proud of my team for going the distance to serve patients, even if that meant taking a shorter lunch or staying until 7:30 PM. Keeping in mind that “Only God knows what tomorrow holds,” we come into the office every day with our vision in mind and do that to the best of our ability. “Success is not final, failure is not fatal: it is the courage to continue that counts.” - Winston Churchill.

MARISOL KING, DDS | OWNER DENTIST, #567 NEW MEXICO REGION

I’ve had the pleasure of being a PDS-supported dentist for the past five years, first as an Associate before becoming an Owner. I’ve experienced both personal and professional growth over the years, but what I truly learned in 2020 was the importance of having a unified team and resilience of my own. I remember a particularly challenging day during our temporary closure this past year when I received a message from my Dental Assistant, Cassandra. “You’re not alone. You got this! We got this! You’re doing great.” Even from afar, everyone made sure everyone was okay. After we reopened and my entire team returned, the love I felt seeing them again was unmatched. We went on to have our office’s new best month ever. I am blessed beyond measure to have the team that I have and I look forward to many, many years to come.

ASHLEY VARGAS | OPERATIONS MANAGER, #230 NORTH LOS ANGELES REGION

2020 was a year of unknown and uncertainty, but what we did know is no matter how difficult it would be, we would get through it together as a team. Every day it felt like something was changing and we couldn’t plan for the unknown. We took comfort in knowing that we could take care of patients and our community as a team. As a team we adapted to each circumstance and new obstacle one day at a time. We had the goal every day to take care of patients to the best of our ability and we accomplished that. My team stepped up and jumped back in as quickly as they could. Every day the goal was to be better than the day before. We knew with that mindset there was no stopping us as we are stronger than ever.

JANET ALFARO | SENIOR SPECIALIST, BENEFITS

By definition resilience is, “The capacity and or ability to recover quickly from difficulties or toughness,” and to me, resilience is the real victory. As part of the People Services Benefits Team, we had to overcome challenges and act quickly. The year 2020 was one of tragedy, loss, and confusion. Our team came together and acted fast to distribute the workload without sacrificing our quality of service. We had our challenging moments but together we remained positive, looking at the glass as half full in every scenario and trusting that the best is yet to come. In our team, resilience means lending a hand wherever needed, reinforcing positive attitudes, and instilling hope that better times will come in our foreseeable future.

JACOB KRAMER | REGIONAL PARTNER, SOUTH FLORIDA REGION

I couldn’t be more proud of the resiliency the South Florida Region showed in 2020. As leaders, we’re responsible for guiding our team over any hurdles that arise. At the onset of the pandemic, we prioritized the safety of our team members and patients. Additionally, we had to ensure the business units we supported remained solvent. Both priorities had challenges of their own, and our reactions would have lengthy and significant impacts. Within our region we remained Focused, Intentional, Together (F.I.T.) This approach led us to a safe and successful navigation through the pandemic and set us up to grow stronger coming out of it.

HOW DO WE MOTIVATE TEAMS TOWARD RETENTION?

Retention is an ATTITUDE! It takes strong leadership and intentionally driving this attitude CONSISTENTLY to be successful. It is essential to commit to your team no matter if things are good or bad and to establish an enjoyable company culture that values team members and encourages them to continue growing at PDS®. Here are some tips to help with team member retention.

RECRUIT TO RETAIN

A strong workplace culture is essential to recruiting strong team members and keeping them motivated and inspired to do their best work. Core values like the We Believes help unite team members in a shared culture of ethics, teamwork, and patient-centric care. This remarkable company culture is important to highlight to both recruit and retain talented team members.

COMMUNICATE

Especially during these times, the OD and OM must have a consistent message to the team. While we may not share all information, we need to be honest with the team about the status of the office and the struggles and successes that are happening and lie ahead. It is important to be honest and still maintain positivity.

KEEP THE TEAM TOGETHER

Do whatever you can to keep your team communicating and feeling a connection with each other and with you. When my team was at home for the beginning of the pandemic, we did Friday Fun video calls where we would all catch up and play games and other

fun activities. My team was so excited every Friday to see each other, share what they had been up to, and express how much they missed each other, and how much they love work. This bonding time also gave me a chance to update the team and encourage them during these difficult times.

ENCOURAGE

Make sure to thank team members for specifics and do it publicly in front of patients and other team members. Tell them how great they are doing and how much you appreciate them. This includes group text messages to congratulate good days, positive feedback from patients, saying thank you for being flexible, and letting them know that because we are all working together, we will be successful in the end.

ACCOUNTABILITY

It isn’t always rainbows and butterflies and it is okay to share that. It is also okay to not take attitude or poorquality work and address it in a manner that emphasizes the need for the team to work together in a positive and respectful way. By setting clear expectations, this gives the team

member an opportunity to grow and change their behavior.

LEAD BY EXAMPLE

The biggest thing we as ODs can do right now (and I would say OMs too) is to lead by example. I worked as hard as I did during the pandemic because I wanted the practice to stay successful not only for me but for my team. I have flexibility in hours, will stay late to help patients and production, and there is no task that I am above doing. I also keep my team safe and have made tough decisions to send team members home if they have potential symptoms. I always make sure to follow all protocols, even if that means we must work harder with fewer people.

LAST THOUGHT

The culture in the office starts with me. I can still be vulnerable and honest, but I am the leader, and my team will follow my lead. Team members are encouraged to keep going and stay positive when things get difficult, because they know this status is temporary, and the harder we all work together now, the stronger and more successful we will be in the long run.

Ashley Spooner, DDS

Owner Dentist

Falcon Park Dental Group

Rocky Mountain Region

HELP US ATTRACT GREAT TALENT, LIKE YOU!

Websites that publish reviews by current and former team members, like Glassdoor and Indeed, are leading destinations for job seekers to research companies and decide if they want to work there. Potential candidates consider reviews by employees and former employees to be one of the most reliable sources of information. This is why we believe it’s important that your experience with PDS ® be shared.

Please take a moment to visit Glassdoor and Indeed to share an anonymous review about your work experience. This information is essential to job seekers considering working here and helps us recruit top talent (like you!) as our organization continues to grow.

KNOW SOMEONE AS EXTRAORDINARY AS YOU? REFER THEM!

We believe the best way to find exceptional people is to ask exceptional people like you. Studies have shown that candidates who are referred by a current employee have the highest applicant-to-hire conversion rate, and once hired they have greater job satisfaction and stay longer at their companies. Help us continue to find the best talent in the industry by referring someone today through the PDS Employee Referral Program.

You can earn a referral bonus in the following amounts:

• $500 for Dentist, Hygienist

• $300 for Management, DA, RDA, BC, Receptionist, Support Office

How to make a referral:

• Click on PDS Careers in OKTA

• Click on “View current job opportunities” and search for job posting

• Open job posting, click on “Email this job to a friend” and complete the form

• Receive bonus award upon the successful hire of your referral!*

NEW HIRES IN 2020

DENTAL ASSISTANTS FROM 2020 PROGRAM

• Dental Assistants hired – 1,778

• Dental Assistants-In-Training hired – 44

• Externs hosted – 530

• Externs hired – 269

• Affiliation Agreements executed – 20

• Lead DA Development Program Graduates – 36

SUMMER 2021 INTERN PROGRAM

We are excited to announce that our 2021 Summer Internship program will take place June 16 through August 6. This eight-week program offers local undergraduate or graduate students an open and collaborative working environment, diverse experience through working on a crossfunctional project with fellow interns, and direct, one-on-one guidance from experienced leaders. This year, we will have 11 interns joining us in the Recruiting, Communications, Legal, Business Development, IT, and Accounting departments.

The Strength of the PDS® Platform

As we continue to navigate through this very challenging time, the strength of the PDS platform has become more apparent than ever. The efforts of all team members during the past year makes “We Believe in the power of teamwork. Therefore, we fail or succeed together” more real than ever before. Below are some examples that come to mind:

• PDS-supported clinicians were quick to modify The Perfect Patient Experience ® in order to maintain the importance of connecting with patients and adhere to new safety guidelines simultaneously.

• The compliance department guided us through various laws and guidelines which frequently varied by state, county and sometimes city. Their leadership was key in our comfort to keep our doors open for emergency care.

• Adequate access to personal protective equipment helped us keep our practices open to serve patients in our communities, which helped preserve our businesses.

• Same-day dentistry, which has always been a key strength of our brand, helped us provide efficient visits while decreasing exposure risk for patients and team members alike.

• The IT department set up teledentistry within an extremely fast timeframe, allowing us to serve patients by evaluating their concerns and assuring them of safety protocols if they needed to come in to the office.

• The # DENTALHEROES campaign highlighted incredible stories of patient care, teamwork, and leadership. This campaign also featured words of inspiration from team members across the organization.

• Protocols were established to create awareness of access to emergency care utilizing banners, window signage, and updates to digital copy.

Over the past year, many teams have experienced the integration of Epic and Cone Beam Computed Tomography (CBCT). Looking into the future, the combination of proven technology and understanding the science of The Mouth-Body Connection ® will set us up to deliver unparalleled dental care.

• The use of CBCT will allow us to diagnose conditions that are not visible on 2D radiographs. It will be much easier to evaluate bone levels and detect endo lesions.

• Understanding the science of The Mouth-Body Connection will empower us to educate and guide our patients to be proactive in treating infection and support them as they work to improve their overall health.

• Implementing salivary diagnostics will enable us to be more effective in the treatment we recommend to our patients. It will help us target infection and inflammation more accurately.

It is our responsibility as clinicians to be hypervigilant and committed to learning how to use the technology and understand the science. By doing so, we have the potential to lead a major shift in dentistry.

There has never been a more exciting time to be a clinician supported by the PDS platform or to be in dentistry!

Carolyn Ghazal, DDS Owner Dentist Chair, Associate Platform Development

Continuous Learning and Adaptability

As a result of the global pandemic, in-person continuing education (CE) changed dramatically on a national and regional level. The PDS University™ – Institute of Dentistry utilized digital platforms (RingCentral and PDSU – Online) to offer CE virtually. Partnership with various departments and regional teams allowed for the successful adaptation of learning programs and courses to virtual formats.

The following updates were made to the Introduction to Clinical Excellence (ICE) Program for Associate Dentists. This hybrid learning experience combines online, virtual, and in-person events inclusive of regional New Hire Orientation, National Support Orientation, and regional learning opportunities that cater to various learning styles while minimizing time out of the office.

• National ICE Orientation was shortened from one week to two days.

• There is required online pre-work prior to attending National ICE Orientation.

• The Ownership Pathway course is now an optional virtual RingCentral course.

• Associate Dentists will attend regional New Hire Orientation.

The continuing education courses listed below are able to be pulled and offered via RingCentral:

• C-DIAG410 Perfect Patient Experience ® Study Club – ICE (CE: 2)

• C-DIAG411 Perfect Patient Experience Study Club – WTR (CE: 2)

• C-DIAG415 Diagnosis and Treatment Planning for the GP (CE: 3.5)

• C-DIAG416 Specialty Diagnosis & Treatment Planning for the GP (CE: 3.5)

• Clear Aligner Therapy for the GP – STM Track (CE: 4)

• C-PERI605-606 Lasers for Dentistry (CE: 8 – 12)

• C-REST400 CEREC Study Club (CE: 3)

• Medical Emergencies – STM Track (CE: 3)

• Oral Pathology – STM Track (CE: 2.5)

• Pharmacology, Opioids, & Other Controlled Substances – STM Track (CE: 3)

In addition, the following vendor supported virtual resources are available to PDS ® -supported clinicians:

• 3M Healthcare Academy

• CDOCS Premium Level Membership

• Crest (dentalcare.com)

• Dentsply/Sirona On-Demand Curriculum

• KaVo/Kerr On-Demand Curriculum

• Viva Learning

As we continue to navigate through these unprecedented times, the PDS University – Institute of Dentistry will continue to collaborate with faculty, regional teams, and vendors to provide accessible continuing education for PDS-supported clinicians.

*To learn more about these CE opportunities, visit the Owner Dentist or Associate Dentist MY Job page.

Lacey Schicker Senior Manager, General Practice Platform Development

Hygiene Resilience Through a Pandemic

BY SUMMER LAMOUREAUX | PROGRAM MANAGER, HYGIENE

Hygienists play a critical role in the management of disease, inflammation, and other factors that wreak havoc in the oral cavity and are linked to systemic diseases that affect our overall health and well-being. The Mouth-Body Connection® demonstrates that our general health is intimately dependent upon our oral health. Our goal when we work to serve our patients is to not only improve their oral health outcomes, but create Healthier, Happier Patients ® from a holistic approach.

In March 2020, we found ourselves unsure of what was to come next. Nothing we had ever been trained or taught in school could aid us in this unprecedented situation, and many of us found ourselves unable to serve our patients. Amid the uncertainty, we took this time to grow, to research, gain CE, and help our friends, family, and neighbors.

When we were called back to duty, it became our time to rally. We returned with a clear vision of exactly what we needed to do – help our patients achieve optimal health. During a global health crisis, educating our patients about the oral-systemic link and helping them control inflammation became more important than ever.

Through the pandemic we never lost sight of our goals. In fact, I would argue that we have become more proficient in the management of disease. We have swiftly learned that reactive dentistry is in fact harmful to the patient’s oral-systemic health and proactive dentistry is the best way to help patients achieve optimal health, especially in the management of periodontal and gingival diseases.

Silver linings through challenging times are often hard to see, but from my vantage point I see a team of dedicated professionals who have stepped up and gone above and beyond the call of duty to achieve their goals of presenting the best dentistry possible to patients. This is what we were called to do, serve others through resilience and education, and face fear of the unknown head-on for the betterment of our patients.

Kid’s Dentistry Update

As we assess all that we achieved in 2020, we should recognize the resilience of our pediatric dentistry and orthodontic teams in overcoming the challenges that the COVID-19 pandemic presented. Increased awareness of the importance of PPE, social distancing, and other protocols that now guide our practices required our teams to adapt to new and unknown situations. As a result, I’ve received many stories and accounts of team members going above and beyond as office teams adapted to the new normal. It is important to recognize that our team’s ability to overcome adverse situations helped us achieve a significant comeback, but it is also important to realize that these same behaviors can also have an enormous impact on our pediatric and orthodontic patients.

When we consider resilience, it is key that we take into account our effect on the whole-body health of our patients. Our pediatric and orthodontic patients come into our offices for more than just dental work. Our offices have the opportunity to provide the psychological and emotional support needed to keep our patients resilient as they face the impact of the pandemic. The Center on the Developing Child at Harvard University has identified strong relationships with important adults in their community as a key factor in a child’s ability to cope with adversity and

overcome threats to healthy development. These relationships provide adults the opportunity to help children build key capacities, such as the ability to plan, monitor, and regulate behavior.

It is the combination of supportive relationships, adaptive skill-building, and positive experiences that create the foundation of resilience.

As we continue to adapt to the challenges of the COVID-19 pandemic, let’s not forget the important role that you, as an adult role model, can play in the lives of our pediatric and orthodontic patients. The patient experience that you provide in the office can be both a key emotional support for your patients and the model for the behaviors and factors that children will need to face adversity and thrive.

Jaleh Pourhamidi, DDS Vice President, Kids Dentistry and Orthodontics

Building Resilience in Times of Stress

We are living in stressful times. Some stressors we can anticipate, and others take us by surprise. Because we may not be able to avoid stress, it’s important to have strategies for managing it. Building your resilience can help you manage on a day-to-day basis. Resilience is the ability to adapt well to difficulty, change, or other sources of stress. Being resilient doesn’t mean that you will not feel stress or anxiety, but it does make it more likely that you’ll be able to manage that stress and feelings of anxiety or uncertainty.

HOW CAN YOU ENCOURAGE A RESILIENT MINDSET?

Manage fears and worries. Managing your emotions can help stress feel less overwhelming. Get in the habit of checking in with yourself when worries start to feel unmanageable. It may be helpful to then try out a different sort of response. Ask yourself, “What’s the worst that could happen?” Allow yourself to consider all the possibilities. Then imagine how you might prepare or cope with these outcomes. Taking this thoughtful perspective can slow down runaway worries and help you see that you can manage. It may also help to limit the amount of time in your day that you spend worrying. Try setting aside specific worry times to prevent fearful thoughts from taking over your day.

Focus on what you can control. There are many things you can’t control in difficult situations. Thinking too much about those things can weigh you down. If you turn your focus to the things you can control – your thoughts and actions – you can reclaim a sense of power over what happens next. Taking active steps to manage the challenges can also help you feel more resilient.

Denise Silva Manager, Benefits

Think about how you’ve coped in the past. Identify what has worked in the past when you have faced challenges. Remind yourself of your strengths. Trust that your natural strengths will help you cope. You may want to keep a list of your strengths or successes nearby. Turn to them when you need a reminder.

Be mindful and aware. If you tend to dwell on distressing “what if” thoughts, it may be helpful to try to shift your focus on the here and now. Focusing on the present moment without judging what you’re experiencing as good or bad can help build resilience. Take brief opportunities during the day to stop and take a few deep breaths. As you do, bring your attention to the present. Notice and appreciate the world around you using all your senses. Let stressful thoughts of the past or future pass like clouds moving across the sky.

Seek out the positive. When faced with difficulties, push yourself to see what remains good and manageable in your world. You may still struggle, but this balanced perspective can help you feel stronger. You may want to start or end your day thinking of three things that are positive or that make you feel grateful. Doing this repeatedly can create new brain connections that make it easier to see things in a balanced, less stressed way.

ACTIONS THAT CAN HELP YOU MANAGE STRESSORS AND PRACTICE RESILIENCE

Seek other perspectives. Having a broader viewpoint may give you a better base from which to understand and manage what’s happening. Remember

that others may be feeling this stress too. Be sure to focus on useful conversations and avoid getting stuck in negativity.

Build a support network. Staying connected to others can help you feel more resilient. Having a strong support network is like a safety net that helps to cushion the extreme effects of stress. The encouragement of friends and family can also make you feel stronger and more prepared when stress hits.

Consider ways to make a positive difference. Identifying meaningful ways to address challenges can give you a way forward instead of feeling stuck.

Focus on healthy self-care. It can be easier to be resilient when you’re well, strong, and energized. This means eating nutritious foods regularly throughout the day. It includes staying hydrated, exercising regularly, and getting restful sleep on a regular basis. Avoid using alcohol, drugs, or other unhealthy methods of coping. Make time for activities that are enjoyable whenever possible.

Whether you are coping with stress and anxiety, feelings of isolation, or struggling to meet everyday obligations, Cigna’s Life Assistance Program is a PDS® benefit offered to all full-time team members and their household members at no cost and is available 24/7 by calling (800) 538-3543 or visiting www.cignalap.com Additional resources are also available under the “Life Assistance Program (EAP)” section of the Benefits page on PDSConnect.

DEVELOPING A RELATIONAL RESILIENCY STARTS HERE

BY DOUG FIELDS | DIRECTOR OF STRENGTHENING RELATIONSHIPS

It’s probably no surprise that the global pandemic caused relationships to become more difficult. Current social science acknowledges relational tension swelling and mental health issues amassing.

From my perspective, the only winners during this extended crisis have been therapists. My friends who make their living from helping people have never been more in demand.

Please hear this! You are not alone in your relational struggles and pain. All relationships have been put under tremendous, ongoing stress!

Thankfully, not all relationships have crumbled. One of the common denominators for relational survival is resiliency. Relationships displaying resiliency didn’t buckle under the squeezing pressures. Resilient people learn to navigate through the jungle of pain, stress, difficulties, and relational tension.

While several elements factor into resilient relationships, positivity is at the top of the list. Positive people view challenges as opportunities to strengthen the relationship rather than pull it apart. They can genuinely encourage their partner, child, parent, or colleague during difficult times. Bottom line: positive people are more successful in the face of adversity.

Don’t misunderstand positivity as denial—it’s not the same. Positivity is a conscious choice to expose hope rather than express hurt. Positive people still feel negative thoughts, but they make choices that counter those feelings. Resilient people feel the pandemic’s impact on their most important relationships just like everyone else. The difference is that they built their resiliency muscle and can flex positive actions.

TRY OUT THESE FEW SMALL ACTIONS AND WATCH YOUR RESILIENCY MUSCLE GROW:

1

2 3

Catch them doing something right and acknowledge that action in an encouraging way. A few affirming words can go a long way in changing the emotional environment of a relationship.

Tell them how much they mean to you on a regular basis. The more you communicate worth and appreciation, the more positive both of you will become.

Make quick attempts to repair conflict. All couples have arguments, disappointments, and hurts— even the very best relationships. When you’re quick to repair these missteps, and let go of the small stuff, you won’t harbor negativity.

Life’s challenges can pull relationships apart or make them stronger. When you choose to go positive during difficult times, you will build resiliency into your relationship. Don’t wait for the other person to change for you, instead begin experimenting with these simple suggestions. Go positive and see what happens.

GOING ABOVE AND BEYOND WHAT IS REQUIRED

BY DAN BURKE | CHIEF ENTERPRISE STRATEGY OFFICER AND GENERAL COUNSEL, CARA CAVANAUGH | VICE PRESIDENT, DEPUTY GENERAL COUNSEL, CORPORATE AFFAIRS, AND SARAH PETTY | VICE PRESIDENT, DEPUTY GENERAL COUNSEL, LITIGATION AND EMPLOYMENT

In mid-March, when the global pandemic hit and operations temporarily ground nearly to a standstill, we were lucky enough to witness resilience at every level of the PDS ® organization. Owner Dentists opened their offices for evenings and weekends to ensure patients received urgent treatment. The Executive Team met at least once a day, seven days a week, for weeks on end. Support team members had to adapt to remote work, many for the first time. Mike Williamson, Vice President, Compliance and Ethics, became the calm expert of all things COVID-19. The examples of resilience and extraordinary behavior are endless.

On the Legal Team, the resilience exhibited was remarkable. Team members changed from their usual roles to do whatever was needed hour-to-hour, day-by-day. They voluntarily gave up multiple weekends to work crazy hours preparing the Paycheck Protection Program and Health and Human Services applications on behalf of supported offices across the country. Thousands of temporary contract addenda were generated in days. We cannot even begin to convey to the Legal Team and to PDS as a whole how thankful we are to be part of the most resilient team and company out there.

We Believe in the power of teamwork. Therefore: We fail or succeed together. The PDS Team and the Legal Team succeeded together, hands down.

Redefining the Power of Trust and Leadership

The Dental Assistant’s Resilience, Stamina and Versatility

Amid the global crisis, PDS ® -supported Dental Assistants have continually performed above and beyond what is required, understanding that during these uniquely challenging times, resilience and adaptability are essential to providing the Perfect Patient Experience ®. Our combination of people skills and quality clinical abilities have been amplified to new standards while supporting clinicians in providing patients access to high-quality oral healthcare. Through compassion, integrity, and grit we have united in more ways than we ever thought possible. Together we have defied the odds and redefined the meaning of trust and leadership for our profession. From across the country, three resilient Dental Assistants share first-hand how it has been to work through a global crisis as a frontline worker.

Corina Maldonado, Regional Back Office Trainer, San Diego Region shares the challenges she faced getting through the first months of a global crisis: “We were working under completely different circumstances than ever before. Knowing our roles and responsibilities was critical, as we were able to lean on one another, and more importantly be available for our patients. It was critical to make the best of every situation and continuously show up each and every day with the mindset that although constant change was inevitable, overcoming any challenge was possible. I can confidently say that through working together in a global crisis our team has established a higher level of trust and we have created a safe space to share individual ideas.”

Erika Rawls, Regional Back Office Trainer, South Florida Region highlights the importance of keeping a resilient mindset during challenging times: “Making sure my team understands that the current circumstances are a reality for us and will be for the foreseeable future has been my top priority. It has been a rewarding experience to watch the growth of our profession and of each dental hero as we have adapted, taken on additional responsibilities, and executed them with the highest level of integrity. Only God knows what tomorrow holds. We can overcome any challenge through the power of teamwork.”

Richard Simpson, Regional Back Office Trainer, Dallas/Fort Worth Region explains that during difficult times, having a resilient mindset inspires us to push ourselves further than ever before: “We have discovered the strength and ability to bounce back from any trying situation stronger than we were before, while also maintaining a positive attitude and using every situation as an opportunity to grow. We are a team of chameleons taking on any task with adaptability, perseverance, and the passion to ensure our patients know we are here for each and every one of them. We continuously work together to navigate through challenges and maintain our focus on helping our clinicians create Healthier, Happier Patients.®”

Rosalinda Olague Senior Manager, Dental Assistant National Strategy

Evaluating COVID-19 Precautions

Though there are hundreds of articles discussing possible solutions to reduce exposure risk, minimize impact, or even eradicate the COVID-19 virus, there is truly no ‘silver bullet.’

Here is a quick reference list on the solutions being discussed in the news media, in case they come up in conversation with team members or patients.

Saline

Hypertonic saline nasal irrigation and gargling should be considered as a treatment option for COVID-19 By Sandeep Ramalingam, Catriona Graham, Jenny Dove, Lynn Morrice, and Aziz Sheikh

Post-hoc secondary analysis of data from our recent Edinburgh and Lothians Viral Intervention Study (ELVIS) pilot randomised controlled trial (RCT) indicates that hypertonic saline nasal irrigation and gargling (HSNIG) reduced the duration of coronavirus upper respiratory tract infection (URTI) by an average of twoand-a-half days. As such, it may offer a potentially safe, effective and scalable intervention in those with Coronavirus Disease-19 (COVID-19) following infection with the betacoronavirus Severe Acute Respiratory Syndrome Coronavirus 2 (SARS-CoV-2).

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7193539/

Vitamin D

More Vitamin D, Lower Risk of Severe COVID-19? By Kathleen Doheny

Could having a healthy blood level of vitamin D help you avoid the intensive care unit and death if you become infected with COVID-19? More research suggests that the “sunshine vitamin” may play a role in how severe your case may be.

https://www.webmd.com/lung/news/20200518/ more-vitamin-d-lower-risk-of-severe-covid-19

Zinc

Coronavirus: To zinc or not to zinc? Zinc is no COVID-19 magic bullet, but it has shown to help with other coronaviruses. By Todd Neff

Zinc is something that will not hurt you, and there may be some benefit when it comes to COVID-19, like with other coronaviruses.

So in the face of a coronavirus pandemic, here’s a big question many are asking: can zinc shorten the duration of – or even diminish the symptom load and thereby lessen the impact – of COVID-19?

https://www.uchealth.org/today/ zinc-could-help-diminish-extent-of-covid-19/

Cetylpyridinium Chloride (CPC)

Mouthwash kills coronavirus within 30 seconds in laboratory tests, study finds

Mouthwash can eradicate coronavirus within 30 seconds of being exposed to it in a laboratory, a scientific study has found.

The Cardiff University report said that mouthwashes containing at least 0.07% cetypyridinium chloride (CPC) showed “promising signs” of being able to combat the virus.

The Cardiff University report said that mouthwashes containing at least 0.07% cetypyridinium chloride (CPC) showed “promising signs” of being able to combat the virus.

https://www.newschain.uk/news/mouthwash-kills-coronaviruswithin-30-seconds-laboratory-tests-study-finds-48545

Pre-Procedural Rinses

Pre-Procedural Rinsing in the time of COVID-19

By Louise Sinclair

SARS-CoV-2, the virus that causes COVID-19, is believed to be transmitted primarily via droplets and aerosols, as well as through contact, presenting an enhanced risk of transmission in the dental office. Protocols include screening, social distancing, and appropriate personal protective equipment.

https://www.colgateprofessional.com/hygienists/ articles/pre-procedural-rinsing

Treatment and Medications that reduce Periodontitis may lessen severity of COVID-19

COVID-19 Patients With Periodontitis Face Greater Risk of Dying

Hospitalized COVID-19 patients with high levels of interleukin (IL-6), a harmful protein produced by periodontitis, were at significantly greater risk of suffering life-threatening respiratory problems during the three-month study.

The study, “The Mouth COVID Connection,” will be published in October by the Journal of the California Dental Association.

https://www.dentistrytoday.com/news/industrynews/item/6778

Molecular iodine as

a

new frontline defense against COVID-19 in the dental office

By D. Scott Trettenero, DDS

In a recent study by the Institute for Antiviral Research at Utah State University, it was demonstrated that the COVID-19 virus can be completely inactivated with a 30-second exposure to a 100 ppm molecular iodine (I2) mouthrinse.

https://www.dentistryiq.com/dentistry/article/14187476

Charles Rodgers, DDS Vice President, Clinical Quality

WHAT’S NEW IN IT

GOODBYE 2020!

Are we glad you are gone? We sure are. Did we learn some incredible lessons from you? Yes, and we are nonetheless thankful for them.

On to 2021! 2021 is looking much rosier with 2020 as its backdrop. We know so much more than we did going into 2020 and we made a number of very significant transitions that will impact PDS ® -supported offices for years to come.

EPIC

Epic is not done! Far from it. One of the great things about the Epic platform is we have a built-in “Continuous Improvement” cycle. Every quarter we will be introducing enhancements that will help you, the end-user, better serve your patients in an even more efficient manner. Our first priority will be focusing on the systems impacting our ability to start “Same Day Dentistry.” We know that PDS-supported offices offering this unique benefit to their patients is a dental differentiator and we will be focused extensively on making this more efficient. We won’t stop until it is the best in the industry!

PDS BUSINESS APPLICATIONS

PDS continues to build out an integrated applications ecosystem moving from QSI/CPS to Epic as part of the modernization efforts of our systems that started with the new Intranet build and launch. The key applications that continue to support patient-facing and operations workflows and processes are the main focus in the next phase of work we have planned for this year. Additionally, we continue our work in deploying small enhancements and corrections every two to four weeks that are meant to improve stability and efficiency in the functions the applications and systems support. We successfully released over 1,600 changes in 2020, with much of the added work in support of the pandemic.

CBCT

Cone beam computed tomography (CBCT) is taking on a level of significance that few of us fully realized. This proven technology has been a game-changer for offices that have quickly incorporated it into the full mouth X-ray (FMX) for adults with major treatment history. The clarity of these images makes identifying and communicating disease clearer and easier for improved engagement between provider and patient. The number of previously undetected oral abscesses has increased dramatically, as has the treatment of these infections. Certainly, much more is to be learned about CBCT. Minh Pham, DDS continues to lead in the development of this aspect of the clinical culture for PDS. He will be leading the development of study clubs that will help this become a core of the PDS platform.

INNOVATION TEAM

Augmented Intelligence (AI) is quickly being ramped up for its introduction into the PDS platform. This team has working AI models in place for 2D radiographic imaging, with 3D coming soon. This technology already lives on the 1VU platform and is currently being tested at an Alpha location. Expect more information on this exciting technology soon!

REPORTING

The reporting team made the significant transition of building out our key business metrics between our legacy QSI and our new Epic environments. They will continue to migrate and refine reporting to ensure the transition of Epic offices into the PDS world is an “apples to apples” comparison. In 2021 the team will be working hard to ensure reports are available earlier for our east coast offices. They will also be transitioning to an Enterprise Data Warehouse which will make for a more robust, accurate solution going forward.

WELLFIT

The Wellfit team has made significant progress in 2020 by integrating its plans into Epic and running all credit card transactions. They also launched the Smile Generation Dental Plan in 16 states with additional patient and comorbidity benefits. The team is also hard at work developing innovative payment solutions for launch in 2021, including a payments app that allows the patient additional ways to pay and a streamlined solution for patient financing and payment arrangements.

IT OPERATIONS

The IT Operations team pulled off an amazing feat, mobilizing within a day’s notice to equip and enable over 2,000 team members to work remotely, most of them for the first time, as the COVID-19 pandemic peaked last March. This was largely achieved with no additional budget, using existing equipment, and repurposing older hardware to great effect. In addition, we continue to up the ante in order for offices to need less service (as the systems are more robust) and provide more efficient access for those that have remaining challenges.

The team also worked to enable the use of Epic Mobile Applications (Haiku, Canto, MyChart) for clinicians whose offices are now live on Epic. This mobile application greatly improves the efficiency and responsiveness of the clinicians as they interact with patients.

INFORMATION SECURITY

With the constant news cycle around COVID-19, the Information Security team saw a 600% spike in the number of malicious emails and malware related to COVID-19 using keywords such as WHO, CDC, Vaccines, etc. The team has been on high alert all year, ensuring our email defenses and IT systems are appropriately protected from cyber criminals looking to infect organizations with viruses, ransomware, etc. High visibility email banners have been included on these emails to help you spot external potential high risk messages. This is an ongoing effort and requires everyone to remain vigilant with links, attachments, etc., especially those that reference COVID-19 and come from external organizations.

David Baker Senior Vice President Chief Information and Digital Officer

PDS®-SUPPORTED OFFICES BEGIN DEPLOYING 3D X-RAY TECHNOLOGY

B Y JOE FELDSIEN | SENIOR VICE PRESIDENT, CLINICAL TECHNOLOGY ENABLEMENT & MINH PHAM, DDS | MULTI-OFFICE OWNER DENTIST

PDS-supported offices are committed to continuously implementing proven technologies for improved patient care.

One of the advances that is becoming available in our dental offices across the United States is Cone Beam Computed Tomography (CBCT) X-ray technology, also referred to by some clinicians as a “dental MRI” or “3D X-rays.” This technology provides dentists and patients the ability to see the oral cavity in 3 dimensions (3D), making oral conditions much easier to diagnose, especially in the early stages. This proven technology has been in dentistry for over 20 years, and as technology has advanced and radiation levels have significantly decreased, CBCT has become a safe and essential part of the traditional dental examination experience.

The addition of CBCT technology brings many benefits to supported practices, including:

• Improved patient experience with faster workflow

o FMX time potentially reduced to 4-6 minutes (Down from as high as 20 minutes)

• Improved diagnosis capabilities

o Enables clinicians to see more of an oral disease (2D = 40%; 3D = 98%)

• Increased case acceptance – Patients can now see what the clinician sees

• Improved clinical excellence

• Improved ability to attract and retain high-performing specialists

• Increased confidence for new GP graduates to do a proper case presentation

Photo courtesy of KaVo Imaging. Taken prior to COVID-19 mask mandates.

“CBCT helps me diagnose more diseases to help prevent the effects that poor oral health can have on whole-body health. Patients love how easy it is for them to see what I am seeing. I can show them the infection on the screen and this helps them understand the diagnosis much better than a normal periapical (PA) X-ray. I can then explain how bacteria and inflammation do not stay in the mouth and are able travel into the bloodstream. This leads to a greater understanding of their dental conditions and treatment acceptance goes up.”

—Jaime Toop, DDS, FAAOSH

There are also many great benefits to this technology specifically as it relates to The Mouth-Body Connection ®. The 3D imaging capabilities of CBCT make oral abscesses and the effects of periodontal disease much more visible to the provider and the patient. For patients with risk factors, this technology can help save lives through the detection of oral abnormalities linked to systemic conditions such as heart attack, stroke, Alzheimer’s disease, and diabetes. This treatment is especially important as research has emerged showing a connection between periodontal disease and the severity of COVID-19 symptoms. Now with CBCT, patients can see first-hand the impact of the disease on their oral cavity, and the infection can be addressed through in-office therapies and at-home changes in healthcare habits.

PDS ® -supported dentist Jamie Toop, DDS, FAAOSH, has discovered the significant benefits of this technology in her office. Dr. Toop uses CBCT every day in her office as part of the Patient Full Mouth Series of X-rays that her patients receive once every three years. Since receiving her CBCT unit this summer, she has been able to see more clearly an increased number of periapical abscesses, and as a result, added an additional day of endo for her patients suffering from these abscesses.

The patient was a 49-year-old male with #4 recurrent caries around the existing occlusal filling and PA abscess asymptomatically draining into his right sinus. The patient said he had sensitivity in the past, but that he did not currently have any sensitivity or discomfort. Dr. Toop and her team did an open and med, followed by a crown, before sending him to endo for a root canal treatment. In many dental offices, conditions like this go undiagnosed, but Dr. Toop was able to treat the patient thanks to the use of CBCT.

Katie McCann, DDS, is another PDS ®supported dentist who is committed to using proven technology to improve the patient experience. She uses CBCT to help her identify and communicate the consequences of periodontal disease, such as bone loss. Bone loss is not immediately apparent in many early stages, but with CBCT, clinicians can see up to 1.5mm more bone loss than they can with 2D X-rays.

Using CBCT, Dr. Toop observed the image presented here.

“We have improved the diagnostic experience for our patients by capturing a CBCT and bitewing X-rays for our new patient radiographic exam. The reason for the CBCT is that most infections are silent and are unseen on traditional periapical radiographs. Because many experts believe up to 50% of heart attacks and strokes are caused by oral infection, it is imperative we uncover these silent killers, treat them and improve our patient’s health. The CBCT allows us to visualize with ease both periodontal and endodontic infections which are harmful to our systemic health.”

— Katie McCann Lee, DDS

The advancement of CBCT and the PDS ® -supported dentists’ commitment to incorporating this proven technology into their practices is raising the bar for what patients can now expect from their trip to the dentist. With the increased understanding about the importance of managing oral infection to maintain both oral and whole-body health, the timing for implementing this advanced technology couldn’t be better.

XP AWARDS 2020: A YEAR TO REMEMBER

BY KYLE GUERIN | DIRECTOR, PDS ® FOUNDATION AND CORPORATE RESPONSIBILITY & PAM HOSIER | SENIOR DIRECTOR, FACILITIES AND SPECIAL EVENTS

In April a tough decision was made due to COVID-19 to cancel the 2020 XP Awards. Despite this, we still felt we had to find a way for the show to go on and to celebrate our extraordinary performers. The team rallied and on a zero budget hosted the first-ever virtual XP awards. The night kicked off with an inspirational keynote speech by Founder and CEO Stephen Thorne, IV, and went through a series of campy spoofs of Tiger King, kid interruptions, the XP Band, and every toilet paper joke you could imagine. The talent on screen was ordinary at best, but the award winners were extraordinary, and the gala showcased the importance of continuing to recognize and celebrate accomplishments during times of uncertainty. It was a night to remember in a year we’ll never forget. Congratulations to all our XP Award winners.

2019 OFFICE OF THE YEAR

Pacific South Coast Region

Downey Promenade Dental Group

2019 DE NOVO OF THE YEAR

Central Florida Region

Nona Dentists and Orthodontics

2019 MOST IMPROVED OFFICE OF THE YEAR

Northern California Region

Park West Dental Group and Orthodontics

2019 SUPPORT DEPARTMENT OF THE YEAR

People Services

2019 REGION OF THE YEAR

South Inland Empire/Nevada

2019 REGIONAL MANAGER OF THE YEAR

South Inland Empire Region

Lionel Clayton

2019 SPECIALTY REGIONAL MANAGER/DIRECTOR OF THE YEAR

Northern California Region

Julie Lazar

2019 PEDIATRIC OFFICE OF THE YEAR

Gulf Coast Region

Pearland Modern Dentistry and Orthodontics

OFFICE OF THE DECADE

South Inland Empire Region

Crossing Dental Group and Orthodontics

AWARD OF DISTINCTION

South Florida Region

Monica Vigon

WE SERVE AWARDS

Dallas/Fort Worth Region

Baha Duraini, DDS

Nevada Region

Amber Breeze

HIGHLIGHTS

DON’T STOP BELIEVING DON’T STOP BELIEVING

As a city boy born and raised in South Detroit, you learn grit, hard work, determination, and to never stop believing. That’s why I love Pacific Dental Services®, because resiliency is at the heart of who we are. We’re gritty, we fight, we scrap, and we succeed. We also believe that the way we do business is as critical as to whether business is good or bad. This belief is essential to why the PDS Foundation was established and why we strive to make a difference in the world when the world needs it most.

We all know 2020 was a strange and tumultuous year filled with ups and downs. We had to put many of our initiatives on the shelf and were unable to do some of our favorite events. We had to quarantine our Mobile Dental Clinic (MDC) and cancel all of our 2020 event dates. We were able to do one international trip to Guatemala before the pandemic hit, but unfortunately had to cancel additional planned trips to Guatemala, Fiji, and Ethiopia. We are happy to say that the Guatemala clinic opened its doors for patients in February and we hope to have two trips in the second half of 2021. The status of the MDC is still undetermined, but we look forward to eventually getting back on the road to provide donated dental care to those in need.

In 2020 we were able to give away 40 Dr. Carolyn Ghazal Dental Assistant Scholarships to individuals across the country looking to become DAs. We entered new schools, new states, and the gratefulness and enthusiasm of the winners has created great momentum for 2021 where we hope to award 50 scholarships.

At the Dentists for Special Needs office in Phoenix, Arizona we welcomed a new provider in July, Dr. David Jourabchi, and have made tremendous strides in increasing access to care for patients with special needs. More people than ever are finding the dental home they have longed for.

Lastly, in 2020 we kicked off our inaugural Stroll for Special Needs virtual 5K which helped us raise over $110,000, plus an additional $80,000 PDS match, for a total of $190,000 to help serve the special needs population.

We couldn’t have done any of this without the generous support of so many. We would like to thank everyone that made this possible. The year wasn’t easy, but the PDS family rose up, kept fighting, and never stopped believing.

Kyle Guerin Director, PDS Foundation & Corporate Social Responsibility

THE YEAR OF THE NEIGHBOR

A friend recently told me that 2020 was the year that showed them who cares for their neighbor. I couldn’t have agreed more.

When I look at the work done last year, I couldn’t feel more proud to be a part of an organization that genuinely cares for its neighbors. We had #DentalHeroes showing up for their patients who were experiencing emergencies, which in turn helped the first responders in urgent care facilities and emergency rooms. When masks were hard to find, you all made masks at home for your neighbors. You donated toilet paper, clothing, food, and your time. You delivered meals to those who were most at-risk and hopped online to coach today’s youth through these difficult times. So how were PDS ® team members so resilient? What made it possible for us to continue serving others amid all the challenges we faced?

I turned to Google to better understand the term resilience. The results showed me that there are five main pillars to building resilience: self-awareness, mindfulness, self-care, positive relationships, and purpose. WOW – purpose. Did I read that correctly? It was as if all the pieces fell into place. That was the moment when I knew exactly why PDS team members have remained resilient throughout this past year. We know our purpose.

“THE BEST WAY TO FIND YOURSELF IS TO LOSE YOURSELF IN THE SERVICE OF OTHERS.” — MAHATMA GANDHI

The We Serve team’s purpose is to create a healthier, happier world through a culture that serves. We know that we must create opportunities to serve in order to get through tough times. Google JUST told me this. That is the very thing that makes PDS so unique. We all understand that to create a healthier, happier world we must do this through service. The We Serve team saw a light in 2020 because it showed us that service has many ways of presenting itself. And you finally saw what we see every day: you really don’t need a t-shirt to serve because each of you sport a We Serve superhero shirt every day. It comes naturally to each one of you. When you are called to serve, you answer, so thank you all for answering that call and for continuing to answer it every single day.

Carli Kingsley Senior Specialist, We Serve

Around the PDS® FAMILY

“Arizona team members training in support for the launch of Epic“

“After coordinating with the team at San Diego 6, Regional Partner, Michael Butler, is ready to greet patients“

“Albuquerque 9’s Assistant Operations Manager encouraging community members to come in for quality oral health care“

“Durango Owner Dentist, Dr. Matthew Masaki, is pleased to let the community know his practice is open for dental emergencies“

“A safe and socially distanced opening day at Fort Worth 5“

“Aurora 4 team members working together to provide quality dental care “

“Colorado Springs 2 is socially distanced and ready to serve during the 10th annual Smile Generation® Serve Day“

“After breaking out of their huddle, Doral 1 prepares for a full day of Endo “

“CEREC® training begins at one of the PDS-supported practices in the Central Florida region“

“Clinton’s Operations Manager delivers toothbrushes to a local school to help create healthier, happier kids“

“Casa Grande Owner Dentist, Dr. James Heidenreich, gears up for the Stroll for Special Needs”

“Henderson 7 MKD kicking off their Ortho program with an engaging team meeting hosted by Dr. Bhavin Patel, Orthodontist“

“Henderson 8 celebrates a successful Friends and Family Day before their Grand Opening“

“Granada Hills answered the call to serve by collecting 60 new toys to benefit the Brotherhood Crusade“

“Glendale CA’s Operations Manager celebrates the office’s win for Regional De Novo of the Month“

“Naples 1 serving their community by hosting a successful food drive“

“Irvine 2’s Owner Dentist, Dr. Nicole Smith, and Associate Dentist, Dr. Amanda Maitino, work together to deliver a patient’s bridge“

“Port Charlotte is all in during the morning huddle before starting a busy day of Clinicians Leading Clinicians in Clinical Excellence®“

“PDS®-supported clinicians taking part in Dr. Boehme’s implant course“

“Team members from Loveland 2 volunteered with Habitat for Humanity“

“Team Fort Myers taking a break from their Benefits Remaining call party“

“Multi-practice Owner Dentist, Dr. Jamie Toop, celebrates her 10-year anniversary with PDS “

“Miami 2’s Owner Dentist, Dr. Omar Vasquez, and his team are prepared to serve patients during Smile Generation® Serve Day“

“Albuquerque 4 Owner Dentist, Dr. Taryn Yee-Paiva, stepping in to take patient calls“

“Las Vegas 6 celebrating their Dental Assistant’s fifth year PDS® anniversary“

“Dr. Glen Roberson, Orthodontist at Henderson 3, celebrates his new Best Day with the team“

“Central Florida region team members are excited to begin Epic training“

“The Benefits Coordinator at Riverton 1 loading up snacks to hand out to first responders in the community“

“The San Jacinto team in the South Inland Empire region is proud to show they’re dental heroes“

“Simi Valley Owner Dentist, Dr. Elena Gogiltan-Waxler, is thrilled to use her new centrifuge“

“Wearing the required PPE, team Palm Beach Gardens is ready to safely treat patients“

“The Palmetto Bay team discuss steps they can take to ensure they’re providing the best dentistry possible to each and every patient“

“Wildomar 2 team members wishing Owner Dentist, Dr. Diana Do-Yabut, a happy birthday at the start of their huddle“

“Waco 1 letting the community know their practice is providing access to all dental care“

“Homestead team members channeling the 60’s for Halloween”

“Hemet team members incorporated masks and safety in their Halloween costumes“

“Team members from Mira Loma MKD greeted the community during a local Trunk or Treat event“

“Ft Collins 1’s Operations Manager and her lobster make an appearance during the office’s Halloween festivities“

“Spreading cheer and creating healthier, happier smiles at Corona 3“

“Elk Grove 2 is ready to celebrate the holidays and help patients schedule their CCX appointments“

“The Colorado Springs 1 team and their families after finishing the Stroll for Special Needs Virtual 5K“

“The holidays are one of the busiest times of the year at Eastvale“

“The best way to spread cheer while treating patients at Fountain 2 is to wear your best ugly Christmas sweaters“

“The team at Costa Mesa 2 getting into the holiday spirit with their ugly Christmas sweaters“

“Yucaipa team members take a moment before starting the day to wish everyone Happy Holidays“

“Team huddles look festive and cheerful at Palm Desert 2“

CONGRATULATIONS! NEW OWNER DENTISTS

DECEMBER 2019

Gulf Coast Region

DR. CYNTHIA BUSTILLO Homestead Modern Dentistry

South Florida Region

DR. NEAL GULATI Highlands Modern Dentistry and Orthodontics

Nevada Region

DR. DARIOUSH AFSHAR Lake Oswego Modern Dentistry Oregon Region

DR.

DR. MARGARITA

DR.

DR.

DR.

DR.

OCTOBER

NOVEMBER

1 DORAL 1 Florida. Opened 1/20/20. Dentists of Doral

2 LAKE OSWEGO Oregon. Opened 2/04/20. Lake Oswego Modern Dentistry

3 NAPLES 4 Florida. Opened 2/04/20. Naples Smiles Dentistry

4 GREENVILLE 1 South Carolina. Opened 2/04/20. Woodruff Smiles Dentistry

5 PUYALLUP 2

Washington. Opened 2/11/20.

31 New Offices

Opened in the Last 12 Months

8 HOMESTEAD Florida. Opened 2/25/20. Homestead Modern Dentistry

9 MANSFIELD 1 Massachusetts. Opened 2/25/20 Mansfield Modern Dentistry

10 MIAMI 2 Florida. Opened 3/03/20. South Kendall Dentistry

11 HOUSTON 10 Texas. Opened 3/10/20. Meyerland Modern Dentistry

15 ATLANTA 3 Georgia. Opened 7/07/19. Edgewood Smiles Dentistry

16 FORT WORTH 5 Texas. Opened 7/14/20. Dentists of Chisholm Trail

17 MARICOPA 2 Arizona. Opened 7/28/20. Maricopa Kids’ Dentists and Orthodontics

18 CONROE 3 Texas. Opened 7/28/20. Harper’s Preserve Dentistry

22 PHOENIX 13 Arizona. Opened 8/25/20. The Kids’ Dental Office of Phoenix and Orthodontics

23 LAKE NONA 3 Florida. Opened 9/01/20. Nona Kids’ Dentists and Orthodontics

24 DOWNEY 2 California. Opened 9/09/20. Downey Modern Dentistry

25 DEERFIELD BEACH 1

Florida. Opened 10/01/20. Deerfield Modern Dentistry

29 HENDERSON 8 Nevada. Opened 12/08/20. Horizon Ridge Modern Dentistry

30 CERRITOS California. Opened 12/15/20. Cerritos Smiles Dentistry

31 GILBERT 5 Arizona. Opened 12/15/20. Dentists of Gilbert Crossroads & Gilbert Crossroads Kids’ Dentists & Orthodontics

What’s New with Organizational & Talent Development

ACROSS

button appears as a magnifying glass icon and allows you to select a value for a field from a defined list. 7. A ____ is a collection of one or more activities. 9. SmartTools are charting tools that can be used to pull di erent

1. ____ is the integrated platform that hosts most Epic applications.

5. The ____ button appears as a magnifying glass icon and allows you to select a value for a field from a defined list.

notes.

14. The visit ____ is a medical issue addressed during a particular clinical encounter.

DOWN

1. A ____ medication is a medication the patient has taken in the past.

2. SmartLink is a SmartTool that pulls (or links) information from the ____ record directly into the documentation

Need help? While in Epic, press F1 to bring up a list of guides in the Epic Learning Home Dashboard.

FEATURED COURSE

17. A ____ is a tool that clinicians can use in NoteWriter to quickly make a pre-defined set of selections on a form when writing progress notes.

7. A ____ is a collection of one or more activities.

18. In EpiCare Ambulatory, a ____ is any order that is not a medication.

19. An addendum is information added to or edited in an encounter after it has been ____.

9. SmartTools are charting tools that can be used to pull different ____ into documentation.

20. The visit ____ can be used to place orders, print the after-visit summary, and sign the encounter. 21. An ____ is a feature that supports a task. Down 1. A ____ medication is a medication the patient has taken in the past.

10. The ____ button allows you to access additional menus, such as the Tools, Patient Care, and Admin menus.

2. SmartLink is a SmartTool that pulls (or links) information from the ____ record directly

11. SmartText is a text template for charting that can include text, SmartLists, and SmartLinks, and is frequently used in ____ notes.

14. The visit ____ is a medical issue addressed during a particular clinical encounter.

17. A ____ is a tool that clinicians can use in NoteWriter to quickly make a pre-defined set of selections on a form when writing progress notes.

18. In EpiCare Ambulatory, a ____ is any order that is not a medication.

19. An addendum is information added to or edited in an encounter after it has been ____.

20. The visit ____ can be used to place orders, print the after-visit summary, and sign the encounter.

21. An ____ is a feature that supports a task.

3. An ____ is a point of clinical contact, such as an office visit or telephone call.

4. SmartList is a SmartTool that allows you to choose from a list of pre-configured ____ in a SmartText or SmartPhrase.

6. A flowsheet is a subset of patient data that appears in chart form that can be useful for analyzing ____.

8. The ____ is the section that appears to the left of the patient’s chart or encounter workspace and shows important patient information such as allergies.

12. The ____ button saves data entered in a window or form.

13. The ____ allows you to work with a second activity alongside the first.

15. The preference list is a set of frequently used ____.

16. The In Basket ____ is used to send a shared message to a group of recipients to request that any one member of the group perform a task.