The Best Practices Show with Kirk Behrendt

Do you ever feel like your team is technically doing their jobs—but they’re not pulling in the same direction, and performance still falls short? In this episode, Kirk Behrendt talks with Miranda Beeson, ACT’s co-host and practice coach, about how to shift a practice from “working with each other” to “working for each other.”You’ll learn how a “me” mindset creates invisible walls, why vulnerability-based trust changes accountability and communication, and how leaders build clarity, consistency, and connection to create a true “we” culture. Listen to Episode 1031 of The Best Practices Show!Main Takeaways:A team can have high individual performers and still underachieve if people are playing for themselves instead of for each other.A “me” mindset shows up as guarded communication, weak collaboration, reduced trust, and decreased accountability.Shifting to a “we” mindset starts by replacing “that’s not my job” thinking with “how can I help the team succeed today?”Vulnerability-based trust creates psychological safety where people admit mistakes, ask for help, and assume positive intent.Leaders must model the behavior first by owning mistakes, asking for help, and consistently reinforcing expectations.Team building matters because time together outside the daily pressure helps people connect as humans and lowers defenses.Culture is shaped intentionally through clarity, consistency, and connection—and unintentionally through defensiveness, favoritism, avoidance, and hierarchy.Snippets:00:00 Intro02:25 The volleyball story that sparked the “with each other vs. for each other” framework.04:00 How “I did my job” thinking limits team performance.10:00 A practical example of “me mindset” vs. “team player mindset” during a handoff and ringing phone.13:00 Predictive trust vs. vulnerability-based trust in a dental practice.16:45 Why team building and bonding help teams lower their guard.23:00 Using purpose and process mapping to show how every role impacts the patient experience.27:00 Clarity, consistency, and connection as leadership habits that shape culture.34:00 A simple next step to start building “for each other” behavior in your next team meeting.Guest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.More Helpful Links for a Better Practice & a Better Life:The Exchange 2026: https://smilesource.com/exchangeThe Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Do you feel busy all day, yet your production doesn’t reflect it? In this episode, Kirk Behrendt brings in Robyn Theisen, practice coach and co-host, to break down why “busy” is a false proxy—and how to replace it with intentional productivity. You’ll learn how to use two key metrics, production per day (PPD) and production per visit (PPV), to spot schedule problems, reduce day-to-day production swings, and build more stable, higher-value days without the frantic pace. Listen to Episode 1030 of The Best Practices Show!Main Takeaways:Busyness and productivity are not the same thing, and a busy schedule can still produce inconsistent results.PPD and PPV reveal whether your schedule is intentionally designed for value or simply filled to stay busy.When PPD is off, production fluctuates sharply, large cases are “hoped for,” and one cancellation can derail the day.When PPV is off, the schedule is packed with small appointments, relies on same-day treatment or emergencies, and creates wasted time.Getting PPD right means working backward from annual goals to daily targets and intentionally placing larger cases to stabilize the day.Getting PPV right means fewer visits at higher value, with appointment lengths matched to procedure value and complexity.Reviewing past schedules and rating day “busyness” helps identify bottlenecks and what needs to change.Snippets:00:00 Metric Monday Kickoff01:33 Meet Coach Robin02:21 Busy Versus Productive03:38 Key Metrics PPD PPV03:53 When Metrics Go Wrong06:35 When You Get It Right08:29 Less Busy More Productive09:43 Action Steps Today11:02 Final Takeaways12:00 Wrap Up And ResourcesGuest Bio/Guest Resources:Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Is your schedule “full” but still feels chaotic, stressful, and unproductive? In this episode, Kirk Behrendt talks with ACT Dental coach Robyn Theisen about the real reason your schedule feels like chaos—and how to fix it by designing your day with intention, predictability, and clear scheduling agreements. You’ll learn how to work backwards from annual goals to daily targets, use block scheduling without losing flexibility, protect emergency time, and stop letting patients dictate your day. Listen to Episode 1029 of The Best Practices Show!Main Takeaways:Chaos in the schedule is a design problem, not a people problem.Predictability in the schedule reduces stress for the doctor, the team, and the patient experience.A proactive schedule shifts the practice from being busy to being productive and consistently hitting goals.Build the schedule by working backwards from annual production goals to determine daily production targets.Use block scheduling across the entire week and protect block integrity by shifting blocks instead of overriding them.Reserve true emergency time and use separate urgency time for patients who need to get in but can’t come immediately.Assign a single owner of the schedule and reinforce their decisions so the system stays consistent.Snippets:00:00 Intro01:45 Why a reactive schedule increases stress for the team and patients.03:05 Predictability as a major driver of dentist and team happiness.04:45 Why schedule chaos is a design problem, not a people problem.05:50 What a schedule without intention looks like.08:05 How to work backwards from annual goals to daily production targets.10:35 Using the production-per-day feature in practice management software.12:10 Build the schedule for the doctor’s wants first, then patient needs.17:10 How blocks protect flow, profit, and patient access.18:55 Why you need block scheduling across the whole week.20:05 New patient and hygiene/perio scheduling must be intentional.21:40 Emergency time vs. urgency time and how each should be used.24:05 Confirming key appointments earlier and setting scheduling agreements.25:05 One person must own the schedule and the dentist must support that role.26:05 “Show me your schedule and I can tell you how you’ll feel at day’s end.”27:10 Rating the day to identify what made it a 10 or a 5.29:05 BPA resource mentioned: Ideal Day Scheduling Guide.Guest Bio/Guest Resources:Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

As a dentist, you can present the best treatment plan—and still lose case acceptance if your team “translates” it differently after you leave the room. In this episode, Kirk Behrendt sits down with Debra Engelhardt-Nash, educator and founder of the Nash Institute for Dental Learning, to unpack what’s really being said in the operatory when you’re not there. You’ll learn how belief systems and “wallet biopsies” derail care, how to position assistants as clinical endorsers (not counterpoints), and how to train communication so patients hear one consistent message. Listen to Episode 1028 of The Best Practices Show!Main Takeaways:Team members can unintentionally undermine treatment when they assume patients can’t afford or won’t value ideal care.A simple reset is asking the assistant, “If this were your mouth, what would you rather have?” and aligning the recommendation accordingly.The assistant’s role is to create a “perception of quality” even when the doctor is not present.Standing physically with (not across from) the doctor signals unity and increases patient confidence in the plan.Too many treatment options create confusion, and a confused mind often defaults to “no.”Doctors should delegate parts of the explanation intentionally so assistants can reinforce the why, answer questions, and help the patient process fees.Communication must be trained and rehearsed; it won’t improve by osmosis after a course, study club, or podcast.Snippets:00:00 Intro01:11 Meet Debra Nash02:10 Rural Practice Dilemma04:41 If It Were Your Mouth06:24 Wallet Biopsies06:32 Dermatology Delegation Story10:09 Moment of Truth After Doctor Leaves10:36 Standing With The Doctor12:03 Jargon And Too Many Choices15:53 Training Without Scripts17:43 Team as Patient Advocates18:10 Veneers Parade of Shades18:46 Investing in Staff Smiles20:08 Retention and Loyalty Boost20:41 Empathy vs Sympathy23:57 Stop Apologizing for Care25:37 Recall Value and Exams26:23 Quality Without Doctor27:53 Train Communication Skills28:55 Programs and Contact Info30:47 Final Takeaways and WrapGuest Bio/Guest Resources:Debra Engelhardt-Nash has been in dentistry since 1985 as a consultant, trainer, author and speaker. She has presented workshops nationally and internationally for numerous associations and study clubs. She is a repeat presenter for organizations including Chicago Dental Society Midwinter Meeting, the Yankee Dental Meeting, The Swedish Academy of Cosmetic Dentistry, and the Greater New York Dental Meeting. Debra has also appeared on several podcasts and webinars and authored several articles for dental publications.Debra served three terms as the President of the Academy of Dental Management Consultants who presented her their Lifetime Achievement Award as well as the Charles Kidd Meritorious Service Award. She is the Immediate Past President of the Academy for Private Practice Dentistry. She has been repeatedly recognized as a Leader in Consulting and Education by Dentistry Today and has been listed as top 25 Women in Dentistry. Debra is also the recipient of the Gordon Christensen Lecturer Recognition Award.Together with her husband, Dr. Ross Nash, Debra is the co-founder of the Nash Institute for Dental Learning – a post graduate training center in cosmetic and esthetic techniques and dental business administration training.Guest resources mentioned:Nash Institute for Dental Learning: https://www.thenashinstitute.com/Debra Engelhardt-Nash: https://debraengelhardtnash.com/Text Debra: 704-904-3459More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Case acceptance slows down when patients don’t fully trust the diagnosis or understand the outcomes they’re buying—not just the treatment they’re paying for. In this episode, Kirk Behrendt talks with Miranda Beason, ACT’s Director of Education, about why low case acceptance is often a trust problem and how to fix it with better value communication, co-discovery, and consistent team language. You’ll learn what it looks like when practices get case acceptance wrong, what “right” looks like in real conversations, and the specific behaviors and tools that move patients from “let me think about it” to scheduling before they leave. Listen to Episode 1027 of The Best Practices Show!Main Takeaways:Low case acceptance is rarely about price alone and is often rooted in missing trust and value creation.Patient acceptance percentage can look strong even when dollar amount acceptance shows weak commitment to comprehensive care.When practices miss trust-building, patients leave without scheduling, say “let me think about it,” and large plans sit in unscheduled treatment reports.Inconsistent case acceptance between providers often reflects differences in how clearly outcomes, value, and trust are communicated.When teams build trust well, patients ask curious questions, prioritize recommended care, and accept comprehensive plans at higher rates.Co-discovery and co-diagnosis help patients participate in understanding their condition and choosing solutions, which increases trust and commitment.Visuals like intraoral photos and properly oriented radiographs help patients see what you see and reduce confusion during treatment discussions.Snippets:00:00 Metric Monday Kickoff01:55 Why Trust Drives Acceptance04:19 Signs Youre Getting It Wrong05:48 Patient vs Dollar Acceptance07:39 Accountability and Assistants10:05 What It Looks Like Right13:13 How to Improve Today15:01 Tools Visuals and Language16:37 Resources and Wrap UpGuest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

One of the hardest parts of running a dental practice is producing dentistry consistently while cash flow stays unpredictable because you’re not collecting what you’re actually owed. In this episode, Kirk Behrendt brings in Ashley Bond, founder of Wisdom Dental Billing, to explain where revenue leaks happen inside the billing and collections process and how to tighten up your systems so production turns into real collections. You’ll learn how to calculate your collection percentage, what numbers to watch every month, where missing money usually hides, and which daily workflows keep claims moving and prevent write-offs that shouldn’t happen. Listen to Episode 1026 of The Best Practices Show!Main Takeaways:Track your collection percentage monthly by dividing total collections by net production (after adjustments) and multiplying by 100, aiming for 98% or higher.When collection percentage is below 98%, the missing money is typically found in adjustments, patient accounts receivable, or insurance accounts receivable.Relying on one “hero” biller is risky; practices need repeatable systems that don’t collapse when turnover happens.Most denied claims are tied to office administrative errors, often due to missing or incomplete documentation and attachments.Posting insurance payments accurately is critical because incorrect write-offs and misposted EOBs can trigger audits and slow payment timelines.Rejected claims can sit unseen in the clearinghouse and never reach insurance unless someone works rejections daily.Claims should be followed up every 14 days with complete claim notes (date, rep, outcome, action taken, reference number, initials) until paid.Snippets:00:00 Welcome and Revenue Leak01:17 Meet Ashley Bond02:26 Ashley Origin Story03:59 Why She Built Wisdom05:26 Insurance Keeps Changing06:42 Production vs Collections Reality08:17 Calculate Collection Percentage09:37 Find the Missing Money15:45 Systems Not a Hero17:13 Insurance Verification Time Sink18:42 Insurance Breakdown Reality19:18 What Outsourced Billing Means20:24 Why Teams Lose Money22:16 Core Systems And Cadence26:18 Clean Claims And Notes28:08 How Long To Get Paid30:52 EOB Audits And Risk34:07 Final Metrics To Track35:00 Wisdom Services And Contact36:40 Wrap Up And Next StepsGuest Bio/Guest Resources:Ashley Bond, Co-Founder & Chief Dental Billing Officer at Wisdom, leads our billing team, focusing on innovative solutions and training for enhanced service quality and efficiency. Previously, Ashley founded Bond Dental Billing, where she developed a nationwide billing service from her initial experience in her father's dental practice. Ashley is a proud member of the ASCA, SCN, demonstrating her commitment to professional development and excellence in the dental billing community. Ashley is passionate about continuing education in the dental community, and contributes in both editorial, and speaking capacities.Guest Resources: https://www.withwisdom.com/More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Dental teams are feeling the hygienist shortage, and many practices are reacting with shortcuts instead of fixing what’s actually driving clinicians away. In this episode, Kirk Behrendt sits down with Katrina Sanders, a dental hygienist, educator, and clinician with AZ Perio, to unpack what’s behind the shortage, why “oral preventive assistant” roles miss the point, and what leaders can change right now to attract (and keep) high-performing hygienists. You’ll learn what the data says, what “respect from leadership” really looks like in day-to-day practice, and how core values and humility shape the culture that determines who you can hire. Listen to Episode 1025 of The Best Practices Show!Main Takeaways:The hygienist shortage is tied to training pipeline shifts: dental school graduations rising while hygiene graduations decline, creating a sustainability gap for practices staffed with multiple hygienists per doctor.Many hygienists cite leaving for reasons that practices can influence directly: limited growth opportunities, toxic work environments, inflexible scheduling, and lack of respect from leadership.Creating “oral preventive assistant” roles can further devalue hygienists and distract from fixing the actual causes of turnover.Leaders who feel threatened by clinical pushback often create cultures that repel proactive hygienists and attract clinicians who won’t challenge outdated protocols.A sustainable hygiene model requires clarity on expectations and systems that support diagnosis support, perio protocols, utilization, and production—not just filling chairs.Practices that retain top talent invest in development, collaboration, and shared learning rather than relying on ego or “this is the way we’ve always done it.”The future of independent dentistry requires intentional choices about culture, values, and team development rather than letting external forces dictate direction.Snippets:00:00 Podcast cold open01:20 Meet Katrina Sanders03:25 Panel story setup05:48 Hygienist shortage data10:19 OPA debate and applause12:02 Would you hire her16:36 Ego and leadership respect24:47 Silver tsunami and workforce trends28:04 Building growth and flexibility30:17 Ego Versus Growth31:03 Core Values Alignment32:53 Prophy Princess Problem33:51 Hygiene Metrics Math37:38 You Attract Your Team39:11 Building Values Nucleus40:09 Why She Stays42:40 Pick Your Direction45:08 Max Bet Contrarian48:49 Curiosity Over Ego50:55 Would You Hire Her51:27 Hire Thought Leaders53:42 Where To Find Katrina54:11 Exchange Perio Workshop56:26 Team Learning Together59:45 Final SendoffGuest Bio/Guest Resources:In the ever-changing world of dental science where research, technology, and techniques for patient care are constantly evolving, dental professionals look to continuing education to provide insight, deliver actionable steps, empower, and create a dramatic impact within their clinical practice.With wit, charm, and a dash of humor, Katrina Sanders enchants dental professionals with her course deliverables, insightful content, and delightful inspiration. Her message of empowerment rings mighty throughout her lectures and stirs a deep sense of motivation amongst course participants.Katrina is the Clinical Liaison for AZPerio, the country's largest periodontal practice. She performs clinically, working alongside Diplomates to the American Board of Periodontology in the surgical operatory. Katrina perfected techniques during L.A.N.A.P. surgery, suture placement, IV therapy, and blood draws. She instructs on collaborative professionalism and standard-of-care protocols while delivering education through hygiene boot camps and study clubs.Resources mentioned:Website: www.katrinasanders.comInstagram: https://www.instagram.com/thedentalwinegenist/Program: https://katrinasanders.com/speaking/https://smilesource.com/exchangeMore Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Overhead feels too high, and many dentists try to fix it by cutting costs in the wrong places. In this episode, Kirk Behrendt talks with co-host Miranda Beeson about how to evaluate overhead through two lenses—spending and collections—so you can reduce overhead without compromising the practice. You’ll learn what “high overhead” actually looks like, where practices typically leak revenue, what to review inside your overhead buckets, and the specific actions you can implement today to strengthen collections and control supply and lab spend.Listen to Episode 1024 of The Best Practices Show!Main Takeaways:Overhead should be evaluated through two lenses: spending and collections.Cutting costs reactively can create team frustration and does not fix the root cause of high overhead.If collections are below 100%, the practice is chasing money, accounts receivable grows, and overhead percentage rises.High overhead is often tied to inconsistent expense review and emotional purchasing decisions instead of systematic ones.Strong overhead performance includes consistent review of overhead buckets and budgeting supplies and lab as a percent of collections.Same-day financial closure and clearer ownership of accounts receivable improve collection performance.Assigning an ordering and inventory “champion” with a defined budget helps prevent overspending and product waste.Snippets:00:00 Metric Mondays Intro01:30 Overhead Problem Framing02:33 Two Lenses Overview04:37 Common Overhead Mistakes07:59 What Good Looks Like10:57 Fix Collections Today12:51 Control Spending Systems14:20 Supply Budget Benchmarks16:15 Labs And Invoice Checks17:26 Wrap Up And Next StepsGuest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.Resources mentioned in this episode:Smile Source Marketplace: https://smilesource.com/Smile Source Transform membership: https://smilesource.com/membership-benefits-for-private-dental-practice-growth-and-successMore Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Weekly team meetings often get skipped, squeezed into lunch, or treated as optional — and that creates misalignment, unresolved issues, and reactive decision-making. In this episode, Kirk Behrendt brings back ACT Dental coach Carlie Einarson to explain why a structured weekly team meeting is the key rhythm for “practice care” (not patient care). You’ll learn when to schedule it, what to cover, how to use KPIs to course-correct quickly, and how consistent meetings build an aligned, smarter, healthier team over time — listen to Episode 1023 of The Best Practices Show!Main Takeaways:The daily morning huddle is for patient care, and the weekly team meeting is for practice care.Weekly meetings prevent misalignment by giving the team a consistent space to communicate, prioritize, and solve problems together.“As-needed” meetings don’t work because issues pile up, side conversations grow, and small problems become big ones.The best weekly meeting time is typically Tuesday or Wednesday morning, not Monday, not Thursday, and not over lunch.Reviewing KPIs weekly turns data into decisions and allows faster course corrections when systems aren’t working.A healthy culture isn’t conflict-free; weekly meetings create structured time for healthy conflict, recognition, and connection.Progress comes from consistency over time, especially by breaking annual goals into quarterly priorities and working them weekly.Snippets:00:00 Intro01:24 Meet Carlie Einarson02:45 Why Weekly Meetings05:45 Team First Mindset06:36 Weekly Beats Monthly09:04 Best Time To Meet12:31 Alignment Through Vision15:57 KPIs Make Teams Smarter20:08 Healthy Culture And Conflict24:51 Airplane Maintenance Wrap27:02 Resources And Next Steps28:35 Final Thanks And SignoffGuest Bio/Guest Resources:Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.Resources mentioned in this episode:Best Practices Association (BPA) resources and guides:https://www.actdental.com/free-resources/More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Do your patients feel cared for — or are you just taking care of them? In this episode, Kirk Behrendt interviews Dr. Bryan Laskin, dental author, tech entrepreneur, and patient-advocacy leader, about why dentistry is losing patient trust and what to do about it. You’ll learn how private equity and spreadsheet-driven decisions can quietly degrade the patient experience, why “clarity” is the biggest lever for rebuilding trust, and how simple systems and technology can help patients feel listened to, informed, and confident. Listen to Episode 1022 of The Best Practices Show!Main Takeaways:Taking care of people is different than making people feel cared for, and patients primarily feel listened to, communicated with, and given clarity.Private equity has accelerated aggregation in dentistry, and tighter margins can increase the risk of decisions that ignore how patients experience care.Patients may still trust their own dentist, but broader trust in dentists is eroding, making transparency and clarity more important than ever.Building “care more, make more” requires systems that create connection, reinforce clarity, and build confidence to improve recall and referrals.Treatment plans are often accepted at the kitchen table, so practices need to share information that patients can review after leaving the office.Removing human variability by automating “robotic” tasks frees the team to do what humans do best: welcome, connect, and care.When evaluating technology, the first question should be how it makes people feel, because patient experience drives growth.Snippets:00:00 Huge difference between taking care of people and making people feel cared for.00:03 Bryan’s background: practice ownership, CAD/CAM training, scaling a patient engagement solution, and standards work.00:05 “Care more, make more” and the clarity, confidence, connection framework.00:06 Why dentistry’s recurring hygiene model attracted private equity and accelerated DSO growth.00:09 What spreadsheets miss: the patient experience and the “silent killer” of lost confidence.00:10 “Patients still trust their dentist, but patients don’t trust dentists.”00:14 The biggest problem: patients are confused, and confusion destroys confidence.00:16 Transparency as the flip side of trust and why everyone “Googles” their care.00:22 New patient intake as a systems problem and how automation improves the human welcome.00:25 The pathway to trust: connection, clarity, then confidence.00:31 The technology question: “How does it make people feel?”00:32 Where to learn more: cair.net, toothapps.com, and Bryan’s books.Guest Bio/Guest Resources:Dr. Bryan Laskin has spent over two decades at the intersection of healthcare, technology, and patient advocacy. As a practicing dentist, he witnessed firsthand the artificial barriers separating dental and medical care despite their profound connections. As a healthcare technology entrepreneur, he's developed innovative solutions to improve care coordination, enhance patient communication, and increase healthcare transparency.Resources mentioned:Cair (patient-facing): https://cair.net/ToothApps (practice side): https://www.toothapps.com/Brian’s website: https://bryanlaskin.com/Books: The Patient First Manifesto https://bryanlaskin.com/patient-first-manifestoMore Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com