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Building a Better Dental Practice: Lessons from Sandy Pardue
Leading a dental practice requires much more than clinical excellence. The most successful dentists understand that creating efficient systems and fostering effective communication is crucial for a thriving, stress-free practice environment. In a recent episode of The Stress-Free Dentist podcast, host Dr. Eric Block – @Blocky – interviewed renowned dental consultant Sandy Pardue, who shared invaluable insights from her decades of experience helping dental practices succeed.
From Assistant to Authority: Sandy’s Journey
Sandy’s expertise was forged in the trenches of dental practice management. In the late 1980s, she joined a remarkably successful dental practice in Baton Rouge, Louisiana. The practice owner was generating $1.3 million annually as a solo practitioner—an impressive feat for that era, especially without marketing or extensive insurance participation. By the time the dentist retired a decade ago, the practice had grown to $2.8 million in production with just 14 team members and two insurance contracts.
The Communication Cornerstone
One of the most significant challenges Sandy encounters in dental practices is communication anxiety. Many dentists, particularly those early in their careers, hesitate to address issues with their team members. This reluctance often stems from fear—fear of confrontation, fear of losing staff, and fear of disrupting practice operations.
The solution, Sandy explains, lies in developing robust systems and clear protocols. When practices have well-documented procedures and expectations, dentists gain the confidence to address problems promptly and professionally. Rather than saving up issues for quarterly meetings, Sandy advocates for addressing concerns in real-time, using morning huddles for quick, targeted communications that keep everyone aligned.
The Art of Employee Management
Effective employee management requires a delicate balance of structure and flexibility. Sandy recommends implementing a comprehensive Standard Operating Procedures (SOP) manual that covers everything from office hours to cell phone policies. When issues arise, she advises following a systematic approach:
First observation: Note the behavior but don’t immediately act
Second occurrence: Have a conversation with the employee
Third occurrence: Document the issue and review relevant policies
Subsequent occurrences: Implement progressive disciplinary measuresFor hiring, Sandy shares an unexpected tip: she uses the Wonderlic test, the same assessment tool used by the NFL to evaluate quarterbacks. She looks for scores of 21 or higher for administrative staff, as this indicates stronger learning capabilities and problem-solving skills.
Systems: The Secret to Scaling
Perhaps Sandy’s most powerful insight is her approach to practice systems. She identifies roughly 42 distinct systems that need to be organized within a dental practice. The key to success is treating these systems like recipes—they should be documented, consistent, and produce predictable results.
One crucial aspect is proper role division and accountability. Rather than having multiple team members share all responsibilities, Sandy advocates for clear task delegation. This approach allows for better tracking of individual performance and makes it easier to identify areas for improvement. For instance, collection rates should be monitored by financial coordinators, while new patient numbers should be tracked by scheduling staff.
This systematic approach eliminates the need for micromanagement. When each team member has clear responsibilities and metrics, leaders can focus on outcomes rather than oversight. As Sandy puts it, “If you can’t measure it, you can’t improve it.”
Advice for New Dentists
For dentists just starting their careers, Sandy emphasizes the importance of getting organized from day one. She recommends beginning with fundamental systems:
– New patient protocols
– Phone answering procedures
– Scheduling policies
– Financial arrangements
– Insurance handlingShe suggests creating a dedicated binder to collect information and best practices, allowing you to develop systems that work for your specific practice needs.
Building a successful dental practice doesn’t happen by chance. It requires intentional leadership, clear communication, and robust systems. By implementing these principles, dentists can create more efficient, profitable, and importantly, less stressful practices that better serve both their teams and their patients.
Want to learn more? Sandy Pardue offers seminars called “Front Desk Pro” across the country and can be reached through her website at Classic Practice.
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Episode #218: Sandy Pardue - Not Fearing Your Staff as a Dentist
Podcast Episode · The Stress-Free Dentist Show · 02/18/2025 · 32m
I am a general dentist and founder of Proximal Contact, LLC where we operate:
American Dental News, Embrasure Space, DentWoo. -
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