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A Tale of Two Hygienists Podcast

Mar 23, 2022

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On this episode of A Tale of Two Hygienists Andrew talks with Dr. Hendrik Lai about achieving value based dentistry. Dr. Lai explains that the model of dentistry has changed, and we need to adapt with the change. Highlights of this episode include a conversation about access to care, the role of the mid level provider and a look at metrics, focusing on value factors, net promoter scores and loss ratios!  

This episode has FREE CE! Be sure to view your state guidelines to ensure this CE is applicable in your State. You can view all episodes with Free CE here. Take the CE course for this episode HERE

Interview Starts: 04:55.989


Episode Highlights

  • Dr. Lai’s Background
  • Access to care
  • Mid Level Providers
  • Dental Therapists 
  • Data Collection 
  • Net Promoter Score 
  • Value factors 
  • Changes in dentistry 
  • Insurance Loss Ratio




“The idea was to have oral care no more than 2 hours away from any Australian citizen.” 


“What mid level providers do is create a credible substitute.” 


“In Australia Dental Therapists only see children.” 


“On mass, people are more likely to recommend their insurance company than their dental office.” 


“The net promoter score is one of the best indicators of repeat purchases.” 


“A patient doesn’t know a good filling from a bad filling, all they know is if you were nice to them, or if you hurt them.”


“In the 90’s and early 2000’s you could be a horrible dentist, and still make money hand over foot.” 


“We are seeing some of the barriers to entry drop.” 


“Not for profit, doesn't mean not profitable.” 


“No money means no mission.” 


“The average dental loss ratio is roughly 76%.”


“We need to partner with everyone in our industry, we can’t keep going it alone.” 


“I help the dreamers and the doers do it better.” 




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