Improving Case Acceptance; The Patient's Journey



Helping patients have healthier mouths, doing more of the dentistry that is fulfilling and making more money as a result, are admirable goals that most practices have. I have written a couple times about techniques that help us improve case acceptance; creating curiosity and co-discovery, listening, the learning ladder and more. This brief construct is an attempt to see the process as a journey for the patient and to take their perspective.

Patient’s Journey; Eighteen Inches at a Time

I sat in church a few months ago and listened to an excellent sermon on faith. It would apply to any religion, but my mind drifted to the ‘Business Case’ this construct offered for dentistry.  As Father Mike spoke about a faith journey, I envisioned parallels in dentistry with case acceptance. I kept out a keen eye for a bolt of lightning.

It Starts in the Head

Patients first listen to the facts about dental care, their need and wants, issues or diseases that they have and potential treatment solutions. Sadly, facts are not enough. We all acknowledge that developing great listening skills, caring and trust help patients come to see you as their health advisor. This requires an eighteen-inch Journey to the Heart! It is there that caring and trust live. The emotional connection is very important in case acceptance and to ignore it, is to minimize your success. But that too is not enough.

The patient must schedule, keep appointments and pay for the recommended treatment. This Journey to the Wallet is the next eighteen-inch trip the patient must take. It is the execution of the plan from their perspective. Valuing dental care and oral health are demonstrated by their checkbook and what they spend time and money on. Still not done?

The next eighteen-inches take us to a knee. Appreciation helps fulfill us as caregivers. Most rewards are best when they are balanced, financial and behavioral, money and warm fuzzies, you get the idea. Money alone does not buy happiness (but it does help you enjoy your misery in some mighty fine places!) This is when I really kept guard for that bolt of lightning for drifting from the faith focus of the story. I prayed for forgiveness as I created this metaphor and took out my phone to type some notes.

The final journey takes us eighteen inches to the patient’s feet. Like a missionary, when patients tell others about your practice and refer their friends, you have come full circle. This trust display is the ultimate compliment to you and your team.

Keep the Patient’s Perspective in Mind

Ask yourself the following and seek answers with your team to enhance patient’s health, your fulfillment and rewards.

·         Have you helped nurture the movement to the heart?

·         Did the patients accept and schedule treatment?  If not, why not?

·         Were they able to pay with gratitude and appreciation? (borrowed from Dr. Pankey)

·         Did you ask for and receive referrals of their friends and family?

Remember, it is a journey not a destination.  Enjoy the trip and check the map along the way. You, your team and your patients will all be the better for it.

“A Journey is best measured in friends, rather than miles.” Tim Cahill


Mark T. Murphy, DDS, FAGD Mark is the Principal of and Lead Faculty for Clinical Education at MicroDental Laboratories and ProSomnus Sleep Technologies. He also serves on the Adjunct Faculty at the University of Detroit Mercy and oversees the Practice and Financial Management Curriculum at the Pankey Institute. He lectures internationally on Leadership, Practice Management, Communication, Case Acceptance, Planning, Occlusion, TMD and Obstructive Sleep Apnea. Mark has been involved in Sleep Dentistry for over 25 years, is an AADSM member, and has trained with several of the leading sleep dentists and training institutes. He is an informative and entertaining speaker, blending a stand-up style of humor and anecdotes with current evidence based research that you can take home and use in your practice right away.

A Macstudio smile on the cover of the JCD!

What an honor and unique holiday gift for our team! Having one of our cases featured on the cover of the JCD by the American Academy of Cosmetic Dentistry. Congratulations to Dr. Jerry C. Hu on the exceptional anterior cosmetic case for patient Laura Garcia, and MicroDental Laboratories’ Karsten Klimmek for the beautiful Macstudio restorations. The magazine also includes an article that details the restorative process of the case.

What an honor and unique holiday gift for our team! Having one of our cases featured on the cover of the JCD by the American Academy of Cosmetic Dentistry. Congratulations to Dr. Jerry C. Hu on the exceptional anterior cosmetic case for patient Laura Garcia, and MicroDental Laboratories’ Karsten Klimmek for the beautiful Macstudio restorations. The magazine also includes an article that details the restorative process of the case.

Are You a Jedi, or Are You Causing a Disturbance in the Force?



Unless you’ve lived under a rock—and not one on the planet Tatooine—you know the cinemagraphic tales of the Jedi and their quest to preserve peace in the universe. The success of their mission, like the success of implant treatments, hinges on balance in the Force. A Jedi harnesses the Force for knowledge and defense, but never for attack. Unfortunately, when factors affecting implant success aren’t properly considered, the Dark Side could basically destroy the overall treatment. Put another way, the Dark Side is the potential for Force imbalances to cause peri-implant bone loss and implant prosthesis failure.

So what is the Force we’re talking about? According to Merriam-Webster, force can be defined as (1) strength or energy exerted or brought to bear that causes motion or change; (2) an agent or influence that, if applied to something, leads to its acceleration or deformation; or (3) any natural influence that exists that determines the structure of the universe. There are nine forces that influence implant success or failure and that dentists must consider during treatment planning. These include apical, lingual, distal, mesio-distal, occlusal, facial, facio-lingual, mesial, and vertical axis forces. If there is a disturbance in any of these, the dental implants could be prone to occlusal overload.

The good news is that you can be a Jedi and apply knowledge of these forces to defend your treatments against the consequences of the Dark Side. Implant force disturbances can occur due to problems with large cantilevers, patients with parafunctional habits/ bruxism, occlusal interferences, and/or poor-quality bone. Limited contacts result in poor force distribution, and steep cusp inclines and increased cusp height equate to bone loss. Just like a Jedi must exercise control to better harness the power of the Force, so too must dentists take into consideration and control variables like these that affect implant occlusion in order to ensure long-term treatment success.

This means managing Force in the best ways possible; in other words, establishing protected implant occlusion, and much of that depends on implant placement and prosthetic design. Among the recommendations for achieving the best protected implant occlusion are ensuring straight and centered axial occlusal force load; a narrow occlusal table; and reduced cusp inclination, which concentrates forces over the central fossa. The Jedi implant dentist keeps in mind that ideal occlusal centric contacts are loaded as much as possible on the central fossa, avoiding the marginal ridge.

And remember, too, that the balance you’re seeking is all about how everything in the implant-restoration complex works together—like ideal occlusal timing and an increased implant surface area, which decreases stress (also known as the Dark Side of the Force). Depending on the case, you may need to create long contact areas by using wider implants and/or splinting implants, which also helps to decrease marginal bone loss, abutment screw loosening, and porcelain and component fracture. Or, you might need to reduce the length of cantilevers or the crown-implant ratio, or decrease anterior guidance, especially since a 10-degree increase causes a 30% increase in loading of the prosthesis and/or implant. If you don’t prevent disturbances in these forces, the stress will impact the abutment and implant neck, causing screw loosening, fatigue fracture, and destruction.

The bottom line: Balance in the Force is never by chance. When everything works together, that’s when peace and balance in the universe of your implant treatment occurs. And that’s why it’s essential to communicate with your MicroDental Laboratory technician throughout the implant treatment planning process. Through collaboration, components of the implant-restoration complex can be properly designed to ensure protected occlusion, an ideal crown-implant ratio, and that lateral and sheer forces are avoided.


Jerry Hu, DDS, Dr. Jerry Hu is triple board certified in dental sleep medicine and holds masterships, fellowships, and accreditations in implant and cosmetic dentistry. He also has published numerous clinical studies in peer reviewed, highly respected journals such as AACD's Journal of Cosmetic Dentistry, and AADSM's Journal of Dental Sleep Medicine. Dr. Hu also teaches for Modern Dental Group both nationally and internationally, and for Sleep Group Solutions, VIVOS growth guidance appliance group, and Prosomnus Sleep Technologies. He also has won numerous awards in cosmetic and implant dentistry from Macstudio Model Search by MicroDental, and IAPA Aesthetic Eye competition. He is currently working on a patent for dental sleep medicine, and looking to help the US military out in dental sleep medicine.

Not All Steaks Taste the Same!



There are several reasons that you can buy filet mignon at your grocery store or butcher for anywhere from $10.99-$25.00 per pound. Forget the fact that Authentic Japanese Wagyu Filets will set you back $214.50 per pound, and that’s at Costco! One reason is the cost they paid and profit margin they add, the other is the grade of the beef. Good, Better and Best cuts of meat, each have a different price when you go shopping.

The same can be said for the impression materials, composites, and other dental supplies you use every day. There are quality differences that sometimes create huge variances in performance. The raw materials used for ceramic or metal frames, copings and finished restorations made for you at MicroDental Laboratories have the same scope of quality available. If you start with a USDA Select or Choice Steak and try to serve it at Morton’s for $45, your customers will not come back. The quality will not match the price. Conversely, if you start with USDA Prime, dry aged and sell it for $19, you will go broke. 

The good news is the difference between Good, Better and Best Zirconia is not 2-3X. For the small incremental cost of using the best Zirconia available like the Ivoclar materials that MicroDental uses, you get a better, more esthetic and predictable restorative solution.  Cheaper Zirconia will not look or perform as well. There is a difference in the final product when you start with a lower quality raw material. The purity, how the pucks are pressed, and the performance characteristics can produce a wide variance that will compromise your patient care. The race to the bottom for the cheapest monolithic Zirconia Crown carries a huge price tag. Just like cheaper cuts of meat that will be tough to chew, the customer/patient will be disappointed.

MicroDental is proud to use the best materials available. We do buy in volume and pass the savings on to you. The new Ivoclar eMax ZirCAD raises the bar even further. It has all the quality characteristics as their other raw Zirconia solution plus incredible esthetics. It’s the first time you have seen them put the eMax brand name onto a Zr material. The next revolution in strong esthetic restorative materials is here, you are going to love it!