Ep. 28: The Done In One Patient Experience

Part 10:00

This is Beyond the Arches, where full-arch dentistry meets real talk. Let's get into it. Hello and welcome to Beyond the Arches. I'm your host, Dr. Daniel Noorthoek, and with us today we have Dr. Blake Hauer. Hello, Dr. Blake Hauer. Hello, hello. How are you doing today? Pretty good. We had a good eventful morning of surgery and patient care, and now we're hanging out and enjoying beautiful, sunny South Florida in November. It is a beautiful day out today. So today we're going to be talking about the done-in-one patient experience and sort of like the ins and outs and more like the personal boutique sort of style.

So we're going to go through, you know, sort of step-by-step what happens, moments, you know, the human side of it, like what happens through the process, you know, how do we make it sort of a personal experience. And so in talking about that, you know, I just did a... I did a consult before we came here, and they had gone... Some patients come through and they're very in tune with the process, and some are not. This gentleman happened to be pretty in tune with it and had gone to several consultations.

So in talking to him, it's always fascinating to talk to somebody that has that experience because they're going to know... They're going to have more of like a gut check. They're going to have more of like a gut check. They're going to have more of like a gut feel on how another office works, you know, and how does that connect with that patient? And you can kind of get that feeling when you're talking to them in a consultation.

And so one thing that I've really pushed on and been excited about with making done-in-one and seeing it grow is being able to kind of add that human personal side and that sort of friendship. You know what I'm saying? Like... Yeah. We try to add that human element because it's important, just as important as it is for us to talk about clinical stuff like we did on the way over here. It's also important to, as a business, to understand that there's another human connected to those decisions.

Yeah, I think at the end of the day, there's so many players in the industry, but patients are attracted to different locations mostly because they're comfortable with the team. And we have a normal human component. I mean... You don't want to feel like they're obviously getting a good procedure and service done and you're going to have the right experience. But, you know, things that we do solidify that for the patient. I feel like the travel package, you know, we probably take, what, an hour block for a virtual consult.

We offer those consults. We're not, you know, we're not pushing treatment right away. We can have multiple consults. So it really puts the patients in a good position. Yeah, and that connection really is formed on day one, that consult. Really, it should be formed in the phone calls. And if anyone ever asks me, you know, a colleague ever asked for advice on their full arch practice, you know, as we're talking through things, generally, they'll have, the mainstream will kind of have led them a little bit astray in that they are led to believe that they should just be doing surgery or doing patient busy work of sorts.

And that's the sign of them being busy. Yeah. Yeah. Yeah. Let most of their staff do the consultations. And that's tough because how do you know the ins and outs and how do you make that connection? If something goes wrong, how are you going to connect with that patient to make it a better experience? Yeah, I think, you know, my perspective is so different because I'm obviously new by, you know, a couple months here. But from my view, you know, I think the number one thing for patients, which they realize is at first they ask questions.

I think we're at one month, by the way. I think it's about two, actually. Oh, yeah. It's a month and a half. You know, patients come in and they start to ask, okay, you know, what are the number of implants? What are the materials we're using? Things like that. But then we quickly let them understand that not only are we going to satisfy them with that, but this is a home that they can come back to. They can be managed.

They can be cared for. And we can manage any issues, positive or negative, with them. So this isn't a situation where you're going to go and you're going to travel somewhere very far and not have someone on your team. So I think that's something that we do that others don't do is that we're not a prescriptive surgical center and then you're done. ▶You know, we offer many things to carry the patient through because anyone that has myelogen implants knows that implants are fantastic.

But just like a hip or a knee, the body has biology and things can happen. Yeah, it's not just the done-in-one surgery approach. It's sort of a lifetime experience. And that can be hard to explain to patients. That there's a reality where they kind of need to be our friends for life. You know, they need to be in connection with us. Unfortunately, sometimes, you know, they're not, well, I'm not that friendly of a person and I don't really care about that connection.

Well, you should because it's going to be a lifetime that we're a little bit attached to the hip. Yeah, and we definitely enjoy it. I mean, just from my couple months in, you never know who you're going to meet. I think one time I came to the office and then, you know, or actually almost every. I think there's gifts from patients today. There was a lunch the other day. There was, I don't know, a bottle of wine.

I think so far I've heard about a Rolex being given out. I received a bottle of whiskey. So, you know, patients are happy. Gifts are being given. And it's, you know, it's about a relationship, you know, for everyone to just be on the same team. And we've covered it before, but let's start off a little bit today with going like step-by-step, you know, from the consultation to the delivery to us. To us, it's a little bit of a broken record because we do these consults where we explain all of that every day.

But to a person that's just joining us or hasn't heard it before, we'll kind of walk everything through. So for us in particular, you're going to have a consultation. Consultation generally is going to be review of an x-ray, discussion of whether or not it's appropriate, where you've been before, what your experience was like. A lot of reassuring. Reassuring happens in the consultation. A lot of discussion of past experiences. That's something that we deal with quite a bit as a profession.

But more so, too, there comes a role where we're discussing a lot of prior issues and discussing sort of how cases go and the good and the bad and the ugly and really kind of forming that initial connection. Yeah. And we're getting to know the patient. You know, some patients are more driven for function. Some are driven for aesthetics. Both. We want to, you know, strive for both. But everyone has different interests. And, you know, you understand what someone's looking for.

And many times patients bring in an old photo. I think that's one of the best ways for us to know where we're heading. Yeah. It's funny because they're actually now that we have an office in Tampa, Jacksonville and Boca, where Boca can vary widely in terms of the geography. It's pretty wild now that I as I do the consults for the different offices, how just geographically patients, demographics and motivations change. Like the consultation is almost inherently different in Jacksonville than it is to an X, Y, Z Boca case, which is kind of fascinating.

Very geographic location dependent. But from the consultation, generally, they'll go with a. Treatment coordinator and that treatment coordinator will be in charge of their scheduling, figuring out their financing with them and working out prescriptions. The prescriptions go back and forth between you, myself, general dentist and the treatment coordinator, maybe a medical professional where we figure out what's going to be their best cocktail and take in taking care of them. Any patient that is taking medications that may interfere with the surgery.

We'll communicate with your physician or we'll make our best judgment call, such as patients that are on blood thinners. So this console as well has a medical history component. So that way, when you're ready for surgery that day, we check the boxes off to make sure you have the right medications being used or are held for some period of time. And then to bring it in, bring it in, bringing it into surgical day, we have the surgical day, which includes additional radiation.

We have to get the right tool. We have to get the right equipment. We have to get the right equipment. So we have to get the right equipment. We have to get the right equipment. And then that's where you and I's job mostly comes in. And that job is to obviously do the work, remove teeth, remove bad gum tissue, kind of set the case up for future success, identify anything that's, you know, wild or different than normal.

And then place the implants and get the records of, you know, we always say like exact. where the implants are where the gum tissue is and where we think the teeth need to go once that's done um it's it's sort of what you and i do then after the surgery which i've always enjoyed is that we go talk to the to the escort and the reason why that's important uh i believe is it really helps cut down on post-operative phone calls we used to get a lot more post-operative phone calls before i did that and i think that giving giving instructions to the escort is is is important because it allows them to have a peace of mind and a contact of where they need to go for if they have any issues or anything yeah there's nothing wrong with this re-solidifying you know the facts of what we want to share with the patient something we commonly share is you know make sure you finish your antibiotic even if your pain is low at day one or day two we want you to be on on your pain medications for at least i say what three to five days usually um but one thing to rewind about the process is that in most cases that are straightforward once you get in the surgical room um we're going to have you sedated whether you're on laughing gas whether you're on an oral medication or a combination of both and then the surgery whether we're doing one or both arches is anywhere really from an hour to maybe two hours ish it doesn't take that long um every different period of time obviously there's these sorts of surgeries that we really are doing obviously there's cases that can be longer or shorter but this is not a long process so that'll kind of get us into you know getting into the next day and the teeth component but once the surgery is done you know your subsequent visits for working on your teeth um are really no more than what 20 or 30 minutes sure yeah it depends on how much the patient wants wants to get involved with their design.

And that really is where the human element comes into play. So when the patient goes home that evening, what we're going to do is we're going to take the digital information that we have and we're going to combine that into a record of what we always say, like a rough draft of where we think everything needs to be. And that rough draft gets printed, 3D printed. And then we insert it the next day. And we can do that as many times as we need.

You okay, Dan? Yeah. We can do that as many times as we need. And that's where it's what we've brought in terms of protocol has been really, really fun because it allows that patient to be as deep in it or as peripheral as possible. It really tailors to however amount of involvement they want to be in. Yeah, I think it's the beauty of having your full arch on X, however you call it, surgery at a facility that owns their own lab.

Because during that process of having your prototype, which is the next day teeth, we're not just doing one prototype and saying ready to go. Are there situations where maybe the first prototype is great? Of course. But you have the flexibility to go to one, two, three, four prototypes during the first couple of days to really get those, the functions of those, you know, teeth size, teeth shape, color, bite, everything, you know, the way you want it. So we're not pushing you to just choose something.

So I think that really helps our patients. ▶So that way when we go from the prototype to final zirconia material, there's not this big change. And so we'll take a little pause there and I just like your feedback. So when it comes to explaining that to patients, it's very hard because you're kind of fighting a balance between appearing like you're just shooting in the dark and the person that says they're going to do it the first try and they're exacting, right?

So the first iterations that we did 10 years ago was very similar to Nuvia and we did cases and delivered 24-hour finals. Well, it's not that it can't be done. There's plenty of technology to get us lined up with everything. The problem is that you kind of cut out that human element that we keep talking about. And so that's why we've protracted and extended the timeline is to get that sort of personal feel and to get everybody's opinion weighed in.

But it's really hard to explain that in a consult to a person that you don't really know because you can seem like, well, these guys do it in five sets and these guys do the same thing in one. And I know what the dark side is on the other end of it with having cases that don't go the way that they want them to. But in your opinion, how do you think that we can better convey that message or how do you explain that to a patient in a better way?

You're trying just to kind of read out your question. How do you explain why our process works and the whole idea of multiple rounds of temps and then not going to a patient? Without sounding like it's inferior to the process that claims that they do it right away. I would say my answer is that everything works till it doesn't. And when you're in the digital world, it's excellent and you can have all the scans and everything down to the micron.

But sometimes something that looks right on the computer just doesn't look right on the face. And sometimes you need one, two, three different test runs for that. And that's why. That's why our protocol is beneficial. And sometimes you look great, but the phonetics are off. The speech is off. So there's nothing wrong with giving patients those extra opportunities. And I think that's the contraindication for doing the zirconia at 24 hours because you're still basically having post-surgical trauma, swelling, and you're probably, you're not numb the next day, but you're just wearing off, you know, maybe 12 to 16 hours before.

You may not make the most educated guess. And I think that's a good way to put it. I think in addition, as a longer part of my answer, having a next day zirconia changes the way the surgery is done. And it just, it's just a way different process. And it probably requires more visits as well, pre-surgically. So I guess that's my long answer. Yeah. It's tough. It's a hard thing to sort of explain that you're not doing, the reason why you do several versions isn't to find your, it's to help guide the patient along their path.

It's, it's to help explore what is available and get them into a set of teeth that genuinely is custom to them. Yeah. It doesn't mean other protocols don't work. I mean, there are protocols where you have one prototype and then you wear it for three months and then you go into a final there's protocols that we say, okay, the next day you get a zirconia and then that's it. Many, there's different ways to maximize, to maximize the final result.

But we believe that, you know, having multiple rounds of it, of a prototype gets you the aesthetics and function you want. ▶And then having a zirconia highly polished restoration within seven days gives you the best soft tissue healing and it's stable for your implants. And, you know, having our own lab allows us to do that. You can't go to an office that does, you know, two arches a year and have a zirconia delivered in, you know, a week.

It's not going to happen. Yeah. And maybe the way to sort of use some sort of example would be that it can be very, um, not have it your way, maybe a little bit more like fast food when you're, when you're in the 24 hour process, because while you can still make a few tweaks and changes at the same time, it's very much the inherently the same meal, if you will, versus like Chipotle where you can really customize it.

And Chipotle is still a little bit of an, an assembly line. I actually really liked this, uh, example because Chipotle or anything that's, that's a little bit more of like a nicer, fine food, you're still getting a very, um, repetitious, you know, repetitive type process. That's very predictable. You know, the, the quality of your food and Chipotle is very repetitive and, and predictable, but you can make, there's a lot of variability that you can make inside. Of that in a shortened timeframe to, if you wanted to make it yourself and in the old way is like making it yourself

Part 218:17

still comes out fine, but may not have that, you know, restaurant pizzazz and may not be as easily interchangeable, if you will. So you're saying you align more with like the Chipotle's and fresh kitchens of the world and Bolle is not like the Arby's and correct. You know, a McDonald's. Yeah. Okay. I would say so. They can still do custom, customization. That's the tough part is you stay, you say, have it your way is that, you know, the, the burger King line, right.

But it's having your way, like how many different ways, you know? Yeah. I think, you know, what we're trying to say is that you have to have some element of consistency, but also some element of, um, customization at a high quality level. Yeah. And I think, I think patients would be shocked to know, speaking of consistency, I think patients would be shocked to know and see how repetitive in nature, the fundamentals and the basics of doing this procedure is because it's very easy to make it seem and overcomplicate it the way that you might've been, you know, the way that you were trained in the full arches that we've reviewed before, before you kind of worked, walked into the system was a lot more highly variable.

Whereas this is a very repetitive surgery, but that's not to the patient's detriment. It's to the patients, you know, to the positive. I mean, not every surgery is going to look the same, but I think if you have a consistent surgical workflow, you're going to have more consistent surgical results. And, um, that's important. You know, it's not, it's not a free for all, just figure it out when the patient comes in, but we like to have a similar, you know, display of implants for every case.

And that leads to a more similar, um, you know, uh, screw access holes for teeth, uh, spread of implants, and we control sort of more of the prosthetic factors, which is important when we place implants in a similar way. And part of it is too, we've tried to build something that's, that's personal and not just transactional. You know, the, the part where you see them, you do the teeth and you move on, you know, it's sort of transactional.

We've tried to make it so that it's personal. And the way that we do that is by having those contact points and by having that interaction with the patient, so that they understand that they're heard and that everything is, is meant for them by them. Then. ▶So once we figure out the design in terms of the process, once we figure out the design, that design file then goes into the, um, zirconia milling machine and the zirconia milling machine produces, um, a raw state of the zirconia.

And then it goes through several finishing steps where it's goes through essentially what a, a, a, and the gum tissue is added. And one thing that's cool in that consistency or talking about that consistency is that when you look at the file or the file is the same, but if you look at the 3d prints of the prototypes and you compare that to the zirconia,

Part 321:30

it's a very accurate representation for the patient. And so when we go into that final delivery, there really isn't any tension on the behalf, half of the patient because they know that they've seen other results from other patients, but also there isn't any tension or angst from the, uh, side of the clinician and the staff, uh, because we know that it's going to fit right. And that's going to feel right to the patient switch. That all helps add to that personal experience.

When you have a situation that's sort of high tension, you know, I've gone into plenty of deliveries where we were concerned about, about the results that we were going to have just because of the handcuffing of the old way. Yeah. And one thing to add is, you know, once those teeth, you know, come in the office for delivery, you're having the input of a periodontist in Boca, a, a restorative dentist, a lab technician, um, a dental designer, and, um, probably I guess lab manager, you have everyone coming together to make this product.

So we're not just, you know, sending this off to be printed. I mean, you're having a lot of, you know, care and attention that are going into this case, which is really nice. Yeah. The, the efficiency is what brings that ability to have that extra care and attention, that extra customization because the general dentist speaks the same language as the designer and the designer speaks the same language as the lab manager. I'm not talking about actual language.

I'm saying in terms of instructions, because they're all on the same page, they all know how to do their job and therefore are more efficient at it and can spend more time being excellent at it. Yeah, it's key. And when we're all on the same page and we're all under the same roof, if you ever have an issue like, oh, you chipped a tooth or you need something fixed, it's going to get done very fast because we can get any problem fixed, you know, in a good schedule because we all, everyone working together, we used to, I used to know the lab.

Well, I, I know all of my, my employees pretty well actually, but from a standpoint of let's just take the Tampa doctor and how he knows the lab manager, it's definitely a lot more distant than it used to be when I worked in Jacksonville before I started on a one. We, ▶I used to really intimately know everyone at the lab because I used to have to go there to make sure that everything was appropriately communicated and that's just not efficient and it doesn't lead to the best outcome.

It's not as personal as it's less of a studio and a little bit more of a inefficient factory, if you will. It wasn't around for all of us with equity, but I can imagine, uh, before photogrammetry and oral scanning and everything, uh, life was a lot harder. It was, um, it was just very different. It was very, uh,

Part 424:31

it was a lot more reliant on the art and the specific person you had do the case was a lot more, the quality of the work and the quality of the result was a lot more dependent on the person than it was the actual result. You know, the actual result was way more practitioner dependent. Now I would tell you that it's more dependent on the beliefs and the, the tools as well as that personal, you know, the team is still important.

The team is what pulls it off. The team and the way to communicate with the patient is very important, but equally important. Is the way that you get the information and the way that you customize and the way that you treat every patient. And that's, I always tell patients in a consult that the number one thing for us is to make sure that your big take home is the way that we used to do these really put a lot of blockades and tension in between our relationship.

And it's not like we have to be your friend, but I also definitely don't want to be your enemy. And so with all that tension in the way that got moved, the way of getting good results. And now that we've tried to eliminate that, that was the whole intention of this protocol. It wasn't to make it so that we only see a patient for an hour. It wasn't to only see them for 24 hours. It was to get better results, believe in the product that we're selling and gain that sort of relationship and that friendship and that trust over time.

Yeah. I think that kind of segues us into, you know, what are we doing differently? And, and, you know, maybe we can hit some of the key points that may, maybe you're done in one better for the patients as far as the product and the experience. So what do you think are like some of those key points that make us unique and, you know, help with good results? Well, for the number one thing I think is a reduction in the interaction time between the dentist's office and the patient, because we know that full arch patients don't generally have a good experience or tracker record with the dentist.

They want to spend six, eight hours in the dental office at once. They don't generally, um, only weirdos like to spend six to eight hours in the dental office. And so reducing that time makes it so that their interaction is pleasant. It's not about seeing them as little as possible. It's about seeing them as little as possible so that we don't inflame the trauma response. If you will, we're not trying to, you know, make anybody put anybody in a dark place.

So that's number one. Number one is reducing. That time to increase personal react, uh, personal interactions and their overall thoughts towards the process is positive while still giving them the keys to the castle as it were keys to the car for being able to fully customize it. I would say that that's the number one definer. Don't you think? Yeah, I think it really stands out to me. And I think other things that come to mind are probably our hygiene program.

A lot of people do full arch utilize a lab to deliver a quality restoration, but then the patient's sort of just up in the air and there's no plan on how often we're going to remove the teeth. Are we going to clean the teeth? There's no person in the office that's educated or has the time to instruct the patient how to do proper hygiene. So I think that's a big positive is that these patients that we treat aren't left to just figure it out.

I agree. I agree. I agree. It's a huge benefit and it's one that is is a major issue in the industry. You see, we see it every week where we have essentially not patients that were abandoned in a negative way, but they were abandoned in lack of education and lack of understanding how they're supposed to take care of it. You know that this I visited a friend in California this last weekend and he's done several hybrids. And when I was asking about his cleaning protocol, this isn't against him, but it was just very like up in the air.

Um, I clean them sometimes in association with their bottom natural teeth. And if you talk to a general dentist as a regular, you know, as a habit, you would find, I think that there's a lot of them that don't really have established protocols because it's very difficult to find that sort of standardization across all of the, yeah, industry. ▶I think the problem is there's one group of dentists who are afraid to remove the teeth because they don't want to uncover problems they can't fix.

And on the other end, you want to remove the teeth because the reality is the underside, we call it the intaglio of a full arch. It's just hard to clean in any hands. So about once a year, it's nice to have a boost to sort of just have it clean outside the mouth. Um, but I think with the best of both worlds, it's appropriate. To diagnose properly the implants, you can't see everything off an x-ray. Um, you also can access, you know,

Part 529:44

all the prosthetic equipment and make sure it's functional. And, um, you can then assess the soft tissues. I know we had an episode and we talked about why we do what we do as far as hygiene, but kind of pretty much summarizes it. You define her. Yeah. We want to just see what's going on and we don't want to leave our patients to just figure it out. And if we can catch a problem, before it becomes, a real problem or a big problem, then we can actually help our patients not have, you know, loss of implants or anything else, which then sort of ties us into number three, which I think is we do offer a warranty, which is kind of unheard of in the industry.

All right. All there are people doing that, Dan, do you know? Yeah. The, the general thing on the industry is that they will claim a big warranty. And then there's like very, like verbose claims on what they, they offer. But when you read the fried and fine print, they're going to nitty gritty you down to death in terms of eliminating that warranty. ▶Like can't ever be seen by anybody else has to come in every three months, which is bad for the implants, but has to come in every three months, something that's completely out of the bounds of reality.

And so they, they sort of fine print them to death. Um, does ours have fine print and legalese in it? Yeah, of course. Uh, you know, that's just the reality of the world, but we tried to create a program that was very open to the being in the patient's benefit. No doubt. Yeah. I think the bottom line is that if our patients take care of their teeth and implants, like we recommend, then we'll take care of them.

If they have an unforeseen problem, it's trying to reward the population that already did something for themselves and is going to continue to do something for themselves. There's going to be a subset of that population that always shoots themselves in the foot. And that's why there is fine print because we can't be, we can't just let a patient completely go without any responsibility or, or trying to do good. Something. I think we forgot to say is we were talking about the timeline and we kind of stopped the timeline at getting the final teeth in a week.

And then we jumped all the way to once a year, um, cleaning in between. We're going to have a 90 day assessment where we make sure that everything is healthy and functional. ▶And from getting the zirconia teeth a week to the 90 day assessment, our patients are going to be on a soft diet, meaning that anything you eat is probably going to be able to be mashed on your palate or cut with a plastic fork or knife.

So that's another key milestone in the treatment sequence, which then leads us to the once a year maintenance. Is that pretty much sound right? Yeah, absolutely. Okay. And, and so in terms of things that we do different, you know, obviously, what we said was the there's a big personal experience aspect with the time involved in giving them a good experience with the dentist,

Part 632:46

not inflaming trauma. There's the warranty. We didn't mention sort of the fact that we are a seven day process. So it is quicker than than traditional norms. The reason why we believe in that is, you know, the healing becomes or is a lot better when it's a, a well made perfectly lab fabricated prosthesis resistant to bacteria collecting for its healing and helping splint and help with those implants as they're healing. You know, all of those factors go into why we do it for seven days.

But I would say, you know, seven days is sort of an aspect of our experience that's unique. And then, of course, the major obvious one for Boca is the travel package. We see 80, 90, something like that from out of state. And those patients, what ended up being sort of a happenstance, you know, from eight, seven years ago has now led to be sort of our main breadwinner of sorts. And in my opinion, not only is it unique to the industry, it's something that's like really pretty fun and pretty special.

Patients can come, come into town with a peace of mind that they're going to get picked up, that they know where to go, that they aren't going to have to worry about, that they're not going to have to do extra things on top of the results of their surgery. But from our side, we know that they're going to show up. We know that where they're going to be for their healing. So it kind of is a, is a two way street and it's really pretty fun to see people from all over the States.

Yeah. Yeah. I don't know if you had Daniel on the podcast, but he, he's a key employee that works at the company and basically he's going to run, you know, a lot of the travel package. So meaning that if you're someone that comes out of state, you know, you will have someone that's going to pick you up from the airport, bring you to the hotel, bring you to the, your appointments and you make sure you're taken care of.

If even if you have family with you. So that's a huge plus as we have that. ▶I think someone actually in a console this week said that one of their problems is they need someone to watch their puppy. Maybe he'll even watch your puppy. I don't know. We can work that in. He does quite a bit. I mean, in the old days we did a lot of different things. I can remember one specifically, my brother was helping with, um, moving patients around.

He happened to be in town. And so he was helping with transporting patients and the guy had brought an X-Box, but the hotel did not have, did not allow for external HDMI cords, you know, uh, a V cords to get plugged in. And so my brother went to the lab, grabbed an extra monitor that we had and brought it back to the patient so that he could play his X-Box while he was healing. You know, those are, yeah, the little one offs.

There's been a lot of different scenarios like that. I know that Daniel has brought a decent amount of gauze to different patients and is generally there to really kind of help them out. Um, he's always been one to pretty much go above and beyond for the patient experience. So we haven't had him on the, uh, podcast yet. Uh, mostly cause he's, he's been, uh, shying away from it, but, um, but we, we, uh, we'll, we'll nail them out.

So I think when I'm trying, I'm trying to add here is that, you know, having another person involved with the whole process, sort of after hours in between appointments is, is key because, you know, not every travel package is, you know, the same. And if there's something that you need while you're here, um, we probably can make it happen. Yeah. And that all came from when I was in, I had some shoulder surgery and I know I've mentioned it before, but I had some shoulder surgery before and, uh, the, the shoulder, I was getting, I was getting worked on.

I went to a clinic in Colorado and when I went there, they said, well, we have lots of people come from out of state, you know, you'll be fine. We'll help you get set up. And I said, great, I would love to, to go ahead and let's do some sort of travel package or tell me what you have offering. And they gave me a sheet that was literally like this, just, you know, a blank sheet with that had been printed out of all the area hotels.

And so that didn't really help me. And it was part of the aspect of getting the surgery.

Part 737:04

That was sort of additionally stressful. And so we've tried to eliminate any of that stress and we've tried to eliminate any of that extra work that may go into evolved. You know, this is a big decision. And so the last thing that we want is for a patient to be stressed about what, um, you know, rental car company that they ended up working with or whatnot. And, you know, again, when it comes to the Donna one experience, when it comes to the patient experience, the number one goal for anybody that we, we hire for any process that we instill for any machinery equipment, any, uh, added like package is to connect human to human, make sure that that person is valued and gets a good deal.

Um, but it's also getting like the best quality results that they can, you know, so that they can have some teeth and some functioning good looks for life. Yeah. Um, I think you said it pretty clear. I mean, I think this whole operation is set up, it's set up to help people and we want to have relationships with our patients, um, guide them through this journey. And I don't know anyone else in the industry that really has this quality of, of an experience at, you know, the, I guess price point that we do it's fair, it's realistic.

And, um, you know, I, I, I would recommend it to anyone. I hope that there isn't anybody else because if there is, I'd like to know about them and know what, know what we need to add because we would add it if we could. Yeah. Yeah. Yeah. But no thing, things are good in the office and, um, you know, I think it's exciting time with the holidays and everything coming up and hopefully we'll be able to transform some smiles and just in time for, you know, the, uh, good times ahead.

Yeah. I, I think the last thing I'll say before we wrap it up is that the whole thing, you know, obviously you've spent years studying teeth and how to do the surgery. ▶I've done the surgery for years, also studied for forever. We care about those, that side of the results, but it, at the end of the day, it's not about the teeth and it's not about how the surgery is going to go. And it's not about how I feel doing surgery or, or, you know, you know, ego side of, of wearing a white coat and pitching it to a patient and how much I get out of them, et cetera.

It's about treating the people. So it's less about the teeth and it's more about the people. And I hope anyone that's been our patient or will be our patient in the future feels that that's genuinely like the number one, one focus is that they're seen and looked at and felt, you know, made to be human, you know, on a connection level. Yeah. At the end of the day, there's so many things that take place before the patient is in our chair.

But once you're in the chair, whether it's a surgery or it's for the teeth try-ins, you know, you're the most important person in the whole entire team's life at that moment. And that's what we're dedicated to do. You know, that's our job. We're going to do it as well as we can. And that's our focus. And when, when that's the case,

Part 840:04

like it's fun, it's a very fun process and a very fun atmosphere to work in. So, well, with that, we appreciate you guys paying attention and logging in and joining us for this like, and subscribe and we'll see you next time. Yep. Happy holidays to all coming up and hopefully we'll be on soon. Absolutely. Thanks Dan. Thanks Blake.