Surviving a pandemic, team turnover, and eliminating third-party reimbursement

As a disabled dentist, coach, educator, and author, I have collaborated with numerous dental professionals-including Dr. Don Anderson of Fresno, California. He exemplifies how a clear mission and positive mindset can overcome practice challenges. Don's journey offers a compelling narrative on how a positive mindset, guided coaching, and strategic consulting can turn obstacles into opportunities for growth. By sharing his story, I hope it can serve as a beacon for others with similar struggles.

Foundations of the practice

Don graduated from the University of Southern California in 1995 and established his practice in October of 1998. His entrepreneurial spirit drove him to build a solo practice that aligned with his philosophy and vision, noting: "Like most dentists, we're entrepreneurs. We all want to have the opportunity to control our own destiny to a certain degree."

Don continued to grow his practice and was in the process of constructing a new office when the COVID-19 pandemic struck, turning dental practices everywhere upside-down.

Navigating the pandemic

I asked Don how he remained sane during a pandemic, trying to keep a practice afloat while in the middle of a build. "The contractors did everything they could to keep me distracted and busy by constantly asking me what materials I wanted during the process," he recalled. "They always managed to keep me on my toes. They did an amazing job. So, in the end, I really can't complain."

But, he said, "Trying to field calls from patients concerned about their teeth issues was challenging, especially since we couldn't do much at that point because the world had shut down. So yeah, it became quite difficult."

Postpandemic period and team dynamics

As the practice expanded, Don faced new challenges.

"I was starting to grow the team because I had moved into a larger office space. I had doubled my office size and had a lot of PPO insurance on board. I needed to get this place rolling to pay for all the bills coming in, so I did what most dentists would do. I grew a larger team."

According to Don, 2023 was an interesting year. "That was when we hit critical mass on patients and staff," he said. "We were up to a team of eight. We had new patients coming in constantly. It felt like I was on roller skates all day. Just getting to the operatories between my hygienists and my restorative work was a real challenge.

"The dynamic also started to shift. Suddenly, there was infighting among the team because certain people felt other people weren't working hard enough or doing things at a certain pace that everybody else was. They started to create a minor civil war among themselves. It became hygienist versus hygienist. It became assistant versus assistant and front versus back. It became management versus the rest of the team."

Importance of consulting and coaching

Don began transitioning from specific insurance plans when collaborating with a practice consulting group. "It's not as scary as it sounds. Not all of those patients really wanted to be here or were good for my practice," he said.

This strategic move aimed to enhance patient care quality and financial stability. Don moved forward carefully, with deliberate thought and analytics driving his decision -making, timing, and strategic implementation.

At this point, Don and I began working together to improve team communication. On this, Don noted: "You gave us the structure and permission to engage each other in a safer way. It gave people a forum to come to the table and say, 'Hey, I don't like what you just did. How can we fix it?' It became fairly apparent within two or three months after your arrival that things weren't improving-they were getting worse. At one point, the entire team had united against one person, and they were not producing significantly. And so, unfortunately, we had to begin the rebuilding process by letting people go."

This sounded counterintuitive, so I asked Don to elaborate on the role of practice coaching and the experience of seeing things get worse before they get better. I asked him, "How do you feel what we did together helped to facilitate that ultimate end?"

"I believe it helped tremendously," he responded. "The team began to realize that not everybody thought the same about everything, and it put the spotlight on. 'Hey, you know, person X and person Y don't necessarily see the world the same way, but it permitted us to engage each other more safely, without bickering and shouting at each other. That's when the snowball started.

"As the attrition was happening with my staff, I was also dealing with the attrition of insurances. It [the attrition] almost became a blessing; I was ultimately better able to keep pace with all the downsizing that was necessary from a patient care perspective."

Despite significant staff turnover, Don remained optimistic. He remarked, "The team I've got now, I'm absolutely thrilled with."

Rebuilding and looking ahead

So how did Don rebuild his practice?

"I went on Indeed's job search engine," he said. "Within three days, I had over 78 applicants for an office manager position and 25 for a registered dental assistant position. I had to shut the ad down because it was overwhelming to sort through so many people."

Don took his time with the applications and discovered that, while most applicants did not fit his needs, he found enough of a pool of qualified individuals to restructure a smaller team. However, this process was not without its own set of challenges. Don offered positions to several individuals on the clinical side that did not work out after a few short weeks, but Don persisted and is thrilled with the team he has recruited today.

Takeaway

Reflecting on his journey, Dr. Don Anderson advises fellow practitioners to embrace change and remain resilient.

"Don't take it personally when things aren't going well," he said. "Never give up on the process."

Don's story is a testament to the power of a positive mindset and the value of seeking guidance during challenging times.

"The important thing to remember is that even during the darkest times, everything isn't entirely bad or good. It's usually a mix somewhere in between. Some days are wonderful, while others might be tough, but that's just part of life's journey. You need to hope that you have more good days than bad when it's all said and done."

Don's journey illustrates that dental practitioners can navigate challenges effectively and achieve sustained success with the right mindset, mentorship, and strategic planning.