Your Website Didn't Lose the Patient...The Phone Call Did. By Kayla Mauldin, Founder Firelight Marketing, CCDS September 2026 E-News

  

The Digital Chairside

Marketing insights, explained like you'd explain treatment to a patient.

Your Website Didn't Lose the Patient...The Phone Call Did.

By Kayla Mauldin, Founder, Firelight Marketing
Former dental professional with over 23 years of experience in dentistry

A Patient's Story

It's 12:15 on a Tuesday.

A woman sits in her car during her lunch break, holding her phone. She has a cracked tooth that started hurting over the weekend.

She searched Google.

She read your reviews.

She visited your website.

She looked at your Facebook page.

After twenty minutes of comparing practices, she decided to call yours.

The phone rang.

It was placed on hold.

She waited.

Then she hung up.

A few minutes later, she called the office across town.

They answered.

They scheduled her.

Your marketing worked perfectly.

The phone call didn't.

Marketing Doesn't End When the Phone Rings

Dental practices invest significant time and resources into attracting new patients through websites, search engine optimization, online reviews, and advertising.

But the patient journey doesn't end when someone decides to call.

In many ways, it has only just begun.

That first conversation is often the first human interaction a patient has with your practice, and first impressions are difficult to change.

A friendly, confident voice can reinforce every positive impression your marketing has already created.

A rushed or disconnected conversation can undo it just as quickly.

Patients Aren't Just Looking for an Appointment

When someone calls a dental office, they're rarely looking for "a 2:30 appointment next Thursday."

They're looking for reassurance.

They may be wondering:

• Will someone listen to my concerns?
• Am I going to be judged because I've waited so long?
• Can they help me today?
• Is this office going to make me feel comfortable?

The questions patients ask are often practical.

The questions they don't ask are emotional.

That's why empathy is just as important as efficiency.

Every Phone Call Is Part of Your Patient Experience

A successful phone conversation isn't about reading from a script.

It's about making a connection.

Patient's notice:

• Whether they're greeted warmly.
• Whether someone sounds interested in helping.
• Whether their concerns are acknowledged.
• Whether the conversation feels rushed.
• Whether someone confidently guides them to the next step.

Every interaction either builds confidence or creates uncertainty.

Great Marketing Can't Overcome a Poor First Conversation

Even the best marketing has limits.

You can have:

• Excellent Google rankings.
• Hundreds of positive reviews.
• A beautiful website.
• An active social media presence.

But if patients struggle to reach someone, feel rushed, or leave the conversation uncertain, much of that effort is lost.

Marketing opens the door.

Your team invites patients inside.

Both matter.

From the Front Office

During my years working in dental practices, I learned that the first question patients asked wasn't always the most important one.

Someone might call asking if we accept their insurance.

But what they were really asking was:

"Can I trust your office?"

When someone called in pain, they didn't just need an appointment.

They needed someone to sound calm.

Someone to say, "We'll do everything we can to help you."

I watched nervous callers become lifelong patients because they felt heard before they ever met the doctor.

That experience shaped the way I think about marketing today.

Marketing creates the opportunity.

People create the relationship.

The Takeaway

Your website may convince someone to call.

Your team determines whether they schedule.

Every phone call is an opportunity to reduce fear, build trust, and begin a relationship that may last for years.

The practices that grow most consistently understand that patient experience doesn't begin in the operatory.

It begins with the very first conversation.

---

Chairside Challenge

This month, listen to your own practice through a patient's ears.

Have a trusted friend or family member call your office as if they were a new patient.

After the call, ask them three questions:

• Did you feel welcomed?
• Did you feel heard?
• Would you schedule an appointment based on that conversation alone?

The answers may reveal one of the greatest opportunities to improve your patient experience—and they won't cost a dollar in additional marketing.

Dentists as Community Partners: Supporting Whole-Person Health Through Local Dental Engagement - Live Healthy Lane & Nourish Lane Alliance, CCDS September E-News

 

Image by Thomas G. from Pixabay]

Live Healthy Lane is a countywide and regional collaboration working to create a healthier community for everyone. The 2026-2030 Community Health Improvement Plan guides that work by identifying local priorities. The plan is built on listening to community members and health system partners about how to make health services more affordable and inclusive, so coordinated and meaningful action can follow.

Nourish Lane, a community coalition working to reduce sugar-sweetened beverage consumption, contributes directly to these priorities through education, collaboration, and community-driven strategies that make healthier beverage choices more accessible. Nourish Lane’s work is intentionally aligned with the Community Health Improvement Plan and provides an opportunity for dental providers and other partners to connect around resources, education, and strategies that support healthier beverage choices for children, families, and the wider community.

Live Healthy Lane is committed to Affordable, Inclusive Health Services, and local dental providers are essential partners in bringing that mission to life. Below are ways your clinic can make a meaningful difference, including reducing sugar-sweetened beverage consumption, which is a core dental health strategy supported by both the Lane County Prevention Plan and the efforts of Nourish Lane.

1.      Reduce Barriers to Care Through Community Health Fairs

Throughout the year, there are opportunities for dentists to join or host community health fairs and offer preventative screenings, oral hygiene education, and referrals to care. These events often connect attendees  with additional social and healthcare resources  that help reduce costs, improve access to transportation, and increase awareness of available services and programs. Beyond improved health outcomes, dentists who participate in community events build trust and strengthen patient loyalty.

2.      Bring Care to Schools with Fluoride Varnish Programs

Applying fluoride varnish in schools is a proven, low-cost strategy that reduces tooth decay by around 30 percent in both primary and permanent teeth. Delivering this service directly in schools helps overcome common barriers like transportation and cost. Classroom-based hygiene education and take-home supplies can also increase awareness and help position your practice as both community-centered and deeply supportive of local families.

3.      Engage in Sugar-Sweetened beverage Reduction Strategies

Reducing sugar-sweetened beverage consumption is a core strategy for cavity prevention, and dental providers play a key role.

• Frequent consumption of sugar-sweetened beverages is linked to significantly higher caries and erosion risk. Research shows this risk affects 60 to 90 percent of school-aged children and most adults.
•  For children, caries can affect nutrition, physical development, and weight gain. CDC data also shows that regular consumption among young children (ages 1-5) is associated with 1.7 to 2.8 times greater odds of experiencing cavities. 

Ways Dental Clinics can help reduce sugar-sweetened beverage consumption include:

• Incorporate brief screening questions into patient assessments and offer clear guidance on reducing sugary drink habits.
•  Provide handouts or posters about healthy drink choices and organize “sugar swap” healthy beverage challenges.       
• Refer patients and families to community nutrition programs and workshops, such as those supported by Nourish Lane, that support healthier beverage decisions.

1.      Connect Patients to Community Resources

You can amplify your impact by sharing information about local resources, such as transportation programs, clinics accepting Medicaid and Medicare, nutrition workshops, and oral health education tools. Acting as a connector enhances patients’ ability to follow through with care and supports whole-person health. As the expert on your patient population, you are best positioned to know which resources will be most helpful. Even as small resource section with pamphlets, posters, and information can make a meaningful difference. 

If you are interested in learning more about any of these strategies, whether to become more involved in your community or to support the local plans developed by community members, please contact us. We can connect you with local events, schools, and a wide variety of social and health-related resources. Visit www.LiveHealthyLane.org, follow us on Facebook @LiveHealthyLane, or email us at Health@LiveHealthyLane.org.

We look forward to partnering with you, because together we can do more than each of us can do alone.

Citations

Fluoride varnish in schools and preventive impact: Oral Health: School Fluoride Varnish Delivery Programs (Community Preventive Services Task Force)

Sugar-sweetened beverage consumption and caries risk (systematic reviews): Effect of Sugar-Sweetened Beverages on Oral Health (European Journal of Public Health, 2021; PubMed meta-analysis)

SSB consumption and cavity risk among children ages 1–5: Caregiver-Reported Sugar-Sweetened Beverage Consumption and Cavities in Children (CDC, Preventing Chronic Disease, 2025)

Inadequate Staffing - Reprinted from March/April 2025 CCDS Newsletter

                                                       

Dental Office Management Corner with Janette Douglas

We are all aware of the widespread staffing shortage. It impacts patient care, puts a strain on the practice, and stress on the existing team. What’s the answer?

Invest in employee retention. Fact: pay is way down the list as to why someone leaves a practice. Poor leadership, bad culture, feeling overworked, and lack of communication are at the top of the list. Offer opportunities for professional growth. Have individual conversations with your team members and get to know what motivates or excites them. What are their challenges and what will help them? Show you care with actions, not just words.

The hiring process can be made easier with dental specific staffing agencies. Feel free to contact me if you would like some suggestions. Sign-on bonuses have become popular. Flexible working hours and/or remote work are incredibly attractive offers when possible.

For administrative or dental assistant positions, be open to training the right person. Do you have a favorite server, cashier, or salesperson who is always friendly, smiles and recognizes you? Ask them if they would be interested in learning the dental field. Personality and attitude are the key to success!

The Intersection of Medicine and Dentistry by David E. Klingman, DMD - CCDS August 2026 E NEWS

The Intersection of Medicine and Dentistry

David E. Klingman DMD

Dentistry is an interesting profession to consider in the context of developing interprofessional teams that promote full patient health. Why is this?

Let’s consider three things that occur in Dentistry that may not routinely occur in Medicine and reflect on the impact to patient health and quality of life:

1.     Dentists, dental therapists and dental hygienists are more likely to engage with patients multiple times throughout the year, and for longer sessions than may occur with physicians and nurses [particularly for patients with periodontal disease or those receiving restorative procedures who may be seen as frequently as every 3 to 4 months] and during those sessions may be screening for hypertension [blood pressure], diabetes [glucose or HbA1c] or flu/COVID testing [many licensing boars authorize dentists to perform these test with proper training and refrigeration/storage monitoring.

2.     Few other health professions use imaging and radiographs as a core element in disease screening and diagnosis [dental radiology, as we’ll see in a case, may provide a window into manifestations of systemic disease].

3.     Oral diseases may represent manifestations of systemic disease, and oral disease may contribute to both the incidence and severity of systemic disease [for example, there is at least moderate evidence for the link between oral inflammatory and immune diseases such as periodontal disease and oral mucosal diseases including lichen planus and as we’ll see in another case the potential relationship between oral ulcers and gastrointestinal disease].

Case 1: Metabolic disorders and dental imaging

Image 1 is a coronal cone beam computed tomographic (CBCT) reconstructed panoramic image of a patient that shows a diffuse opacification (which in CBCT terms may be considered to be a variation of a ‘ground or etched glass’ imaging pattern) in a patient with craniofacial fibrous dysplasia. Fibrous dysplasia is often considered in the broad context of fibro-osseous lesions; however, its relevance in the context of genetic/syndrome-related disease since the genetic abnormality that contributes to the alteration of bone morphology and imaging pattern may also involve alterations to bone metabolism and involve other metabolic and endocrine functions such as those seen in McCune Albright Disease.

Image 1

Dentists, dental hygienists and dental therapists may be among the first to recognize this abnormality for three reasons:

1.        We order and interpret radiographs on a routine basis.

2.       In cases such as this one, the alteration, expansion and increased density of bone may manifest as clinical abnormalities we can easily identify [when the maxilla and mandible are affected, craniofacial shape and dental occlusion may change; when bones such as the sphenoid (where many of the cranial nerves exit) are involved, neurologic functions or pain disorders may be identified; when the orbit is involved there may be visual disturbances; when the mandibular ramus/coronoid and condylar processes and/or zygomatic arch are involved a patient may have limitations opening and closing their mouth his/her mouth].

3.         There are at least two non-oral manifestations that can be identified by dental professionals: so-called café au lait macules (that may be identified in the head and neck exam) and metabolic and endocrine disturbances including dysregulation of calcium stores that may be easily identified through review of routine blood work if requested through a review of health history or laboratory tests, or though identification of endocrine disturbances such as pituitary disorders, thyroid function or in some instances precocious puberty in children who may demonstrate mature sexual characteristics at early ages.

Case 2: Oral manifestations of systemic disease

I routinely ask the question, when I’m speaking to groups of oral health providers, “Where does the GI tract start?” Invariably, the audience is intelligent and recognizes that the answer is, “The mouth.”

With that in mind, Image 2 shows an aphthous-like ulcer in the floor of the mouth in a patient known to have Crohn’s Disease (inflammatory bowel disease). Crohn’s Disease often manifests earlier in life (first two decades) and may be identified by GI disturbances (such as frequent bowel disorders and diarrhea), failure to thrive and grow along normal height/weight curves) and in development of painful oral aphthous-like ulcers that may be larger, multiple and/or recurrent. Crohn’s Disease is also an autoimmune disorder and is often treated with immune suppressive medications that may challenge the patient’s immune systems and manifest as oral soreness, oral ulcers, or more aggressive variants of oral disease such as periodontal disease.

Image 2

As oral health professionals, we are in a position to recognize the oral manifestations of systemic disease; there are three instances where gastrointestinal, immune related or (as mentioned in the first case) systemic disease should be considered:

1.     Recurrent oral aphthous-like ulcers [which may represent GI disease, immune suppression which may be identified through routine lab test such as a complete blood count with differential [based on an understanding of dental practice acts, in all states dentists may order laboratory tests or requests results from physicians who may assist in lab interpretation] or as more aggressive variants or periodontal disease.

2.     Oral ulcers may represent infectious diseases such as herpesviruses [which, unlike aphthae, often involve the gingiva and are routinely associated with fever, malaise, poor appetite etc.], enterovirus infections [that often manifest as oropharyngeal ulcers that may identified during an oral airway/tonsil exam or s hand-foot-mouth disease that oral health professionals may be identified bas asking to examine the patient hands and… yes (if the patient consents) feet] or bacterial infections such as syphilis.

3.     Immune senescence [which may occur with increasing age] or immune suppression [which may occur in patients with autoimmune diseases or through chemotherapy in cancer care or bone marrow transplant]; oral ulcers are more common

Putting this together, oral health professionals should routinely be thinking of themselves as physicians of the oral cavity and maxillofacial complex/dermatologists of the head and neck/gastroenterology experts of the GI tract entryway and engaging other health providers through consultation, requests for health data (such as lab tests, cardiac status/stress test results, diabetes status/HbA1c testing or chairside glucose monitoring), routine blood pressure screening, and thorough head and neck cancer screening and at least selected dermatologic screening of the visible face, neck, and upper and lower extremities [these are all examinations and tests that can occur concurrently with initial and periodic exams and with a well-developed rhythm between the dentist/dental therapist, dental hygienist, and dental assistant may add just a few minutes to the routine exam.

Dr. David Klingman is a retired dentist/oral and maxillofacial pathologist with post-graduate training in both hospital-based and outpatient dental residencies and additional training in oral and maxillofacial pathology. He has served and retired as a Colonel in the United States Air Force as the senior consultant in his specialty. He currently resides in Washington State and continues to support dental education speaking and mentoring at the local, state and national level.

 

When Cannabis Meets the Dental Chair: Managing Clinical and Liability Risks - Julie Goldberg, DDS, CCDS August 2026 E NEWS

 

When Cannabis Meets the Dental Chair: Managing Clinical and Liability Risks

Author: Julie Goldberg, DDS, Professional Dental Risk Specialist at PMIG

As cannabis use becomes increasingly common across the United States, dental professionals are treating more patients who use marijuana for recreational or medical purposes. While legalization has reduced the stigma associated with cannabis, it has not eliminated the clinical and legal challenges it presents in the dental setting.

Cannabis can affect oral health, alter responses to local anesthetics and sedatives, impair a patient's ability to provide informed consent, and increase the potential for treatment complications. For dental practices, understanding these risks, and documenting clinical decision-making appropriately, can help improve patient safety while reducing professional liability exposure.

Cannabis and Oral Health

Cannabis affects the oral cavity in several ways that may complicate diagnosis, treatment planning, and long-term outcomes.

Xerostomia

One of the most common oral effects is xerostomia. Tetrahydrocannabinol (THC), the primary psychoactive component of cannabis, reduces salivary flow by interacting with cannabinoid receptors in the salivary glands. Reduced saliva increases the risk for dental caries, plaque accumulation, oral candidiasis, mucosal irritation and/or halitosis.

Patients who regularly use cannabis should be considered at elevated risk for dental disease and may benefit from enhanced preventive measures.

Periodontal Disease

Several studies have found an association between chronic cannabis use and increased periodontal inflammation, attachment loss, and poorer periodontal outcomes.

Increased Caries Risk

Cannabis users often report increased consumption of sugary foods and beverages following use. Combined with xerostomia, these dietary habits may accelerate caries development.

Delayed Healing

Emerging evidence suggests cannabis may impair immune function and inflammatory responses involved in wound healing. Although research continues to evolve, delayed healing following extractions or periodontal surgery should be considered when treatment planning.

Sedation and Anesthesia Considerations

Cannabis use presents important considerations for dentists providing sedation or anesthesia.

Altered Sedation Requirements

Patients who use cannabis regularly may require higher doses of sedative medications due to increased tolerance. Conversely, patients who are acutely intoxicated may respond unpredictably, placing them at greater risk for oversedation or inadequate sedation.

Cardiovascular Effects

Cannabis may cause:

• Tachycardia
• Orthostatic hypotension
• Increased myocardial oxygen demand

These physiologic effects can complicate sedation and increase cardiovascular risk during dental procedures.

Respiratory Concerns

Patients who smoke cannabis may exhibit airway irritation similar to tobacco smokers, increasing the potential for:

• Bronchospasm
• Persistent coughing
• Airway management challenges

Drug Interactions

Cannabinoids may influence hepatic enzyme activity, potentially affecting metabolism of commonly prescribed sedatives, opioids, and other medications. While clinically significant interactions vary among individuals, practitioners should recognize cannabis as a potential modifier of pharmacologic response.

Disclosure Challenges

Many patients underestimate or fail to disclose cannabis use unless specifically asked. Terms such as "occasionally" or "socially" often provide insufficient information for safe treatment planning.

Informed Consent and Decision-Making Capacity

Cannabis also raises important medicolegal considerations.

Acute intoxication may impair judgement, short-term memory, attention and/or decision-making capacity. These effects can compromise a patient's ability to understand risks, evaluate alternatives, and provide legally valid informed consent.

Patients who are intoxicated may also have difficulty remembering postoperative instructions, increasing the likelihood of noncompliance and poor outcomes.

Practical Risk Reduction Strategies

Dentists can reduce both clinical and legal risk by implementing consistent office protocols.

Strengthen Medical History Screening

Update health history forms to include questions about cannabis use, including:

• Medical or recreational use
• Frequency of use
• Method of consumption (smoked, vaporized, edible, tincture)
• Date and time of last use

Normalize these questions by asking every patient rather than targeting specific individuals.

Assess Before Every Sedation Appointment

Before administering sedation or anesthesia:

• Confirm the patient's most recent cannabis use.
• Evaluate for signs of intoxication, including impaired coordination, altered speech, delayed responses, or unusual behavior.
• Consider postponing elective procedures if impairment is suspected or recent cannabis use may increase procedural risk.

Modify Treatment Planning When Appropriate

Patients who regularly use cannabis may benefit from:

• More frequent preventive care appointments
• Prescription-strength fluoride therapy
• Saliva substitutes or products that stimulate salivary flow
• Additional periodontal monitoring
• Shorter appointments for anxious patients

Tailoring care to each patient's risk profile demonstrates thoughtful clinical judgment and supports defensible decision-making.

Reinforce Communication

Provide postoperative instructions both verbally and in writing.

For patients whose comprehension or memory may be affected, consider asking them to repeat key instructions to confirm understanding. When appropriate and with the patient's consent, involve a responsible adult in postoperative discussions.

Document Thoroughly

Documentation remains one of the strongest defenses against malpractice claims.

Record:

• The patient's reported cannabis use
• Timing of last use
• Clinical observations
• Assessment of decision-making capacity
• Any modifications to the treatment plan
• Informed consent discussions
• The rationale for proceeding with or postponing treatment

If treatment is deferred because of suspected impairment, document the specific observations that supported the decision.

Conclusion

Cannabis use is not an automatic contraindication to dental treatment, but it does introduce variables that can affect patient safety, treatment outcomes, and professional liability.

By incorporating cannabis screening into routine medical histories, carefully assessing patients before treatment, modifying care when indicated, and documenting clinical decision-making thoroughly, dentists can better protect both their patients and their practice.

As cannabis use continues to increase, proactive risk management will remain one of the most effective tools for reducing malpractice exposure.

 

This article is intended to provide general information only on certain risk management topics and is not intended to provide any coverage determinations or coverage positions, nor is it to be construed as providing legal, medical, or professional advice of any form.

 

References

American Dental Association. Cannabis: Oral Health Topics. https://www.ada.org

American Society of Anesthesiologists. Cannabis and Surgery: What Patients Need to Know.

National Institute on Drug Abuse. Marijuana DrugFacts. https://nida.nih.gov

Versteeg PA, Slot DE, van der Velden U, van der Weijden GA. Effect of cannabis usage on the oral environment: A review. International Journal of Dental Hygiene. 2008;5(1):1–8.

Cho CM, Hirsch R, Johnstone S. General and oral health implications of cannabis use. Australian Dental Journal. 2005;50(2):70–74.

Little JW. Dental management of the medically compromised patient. 10th ed. Elsevier; 2024.

American Association of Oral and Maxillofacial Surgeons. Clinical considerations for patients using cannabis undergoing office-based anesthesia. Clinical Paper. 2024.

 

Your Online Reviews Are Already Telling Your Story - The Digital Chairside Kayla Mauldin, August 2026 CCDS E News

 

The Digital Chairside

Marketing insights, explained like you'd explain treatment to a patient.

Your Online Reviews Are Already Telling Your Story—Are They Saying What You Want?

By Kayla Mauldin, Founder, Firelight Marketing
Former dental professional with over 23 years of experience in dentistry

Long before a patient walks through your front door, they're already forming an opinion about your practice.

They've searched Google. They've looked at your website. Maybe they've even visited your Facebook page.

Then they do something almost everyone does before making an important decision:

They read your reviews.

As dental professionals, we often think of reviews as ratings. Four stars. Five stars. The occasional negative comment.

Patients see something entirely different.

They're looking for reassurance.

Patients Aren't Looking for Perfection

Think about the last time you chose a restaurant, hired a contractor, or booked a hotel.

Did you only look at the overall rating?

Probably not.

You likely read several reviews looking for answers to questions that mattered to you.

Patients do exactly the same thing.

They're wondering:

• Will this office be gentle?
• Will anyone judge me because it's been years since my last cleaning?
• Are they good with children?
• Can they get me in quickly if I'm in pain?
• Is the staff friendly?
• Will they explain my treatment?

Those answers aren't usually found on your website.

They're found in the experiences shared by other patients.

Reviews Build Trust Through Stories

The most valuable reviews don't simply say:

"Great dentist!"

Instead, they tell a story.

"I was terrified to come in after avoiding the dentist for years, but everyone made me feel comfortable."

"They got me in the same day when I broke a tooth."

"The hygienist explained everything before she started."

These are the reviews that help future patients picture themselves having a positive experience.

They replace uncertainty with confidence.

That's far more valuable than another five-star rating without context.

Every Review Is Feedback

Reviews aren't just marketing tools—they're one of the best sources of patient feedback available.

Pay attention to the words patients repeat.

Do they consistently mention:

• Friendly staff?
• Gentle care?
• Clean office?
• Short wait times?
• Excellent communication?

Those recurring themes tell you what your patients value most.

They also reveal what makes your practice different.

If you notice recurring concerns, those are opportunities to improve—not reasons to become discouraged.

The goal isn't perfection.

The goal is continuous improvement.

Responding Matters More Than Many Practices Realize

Patients notice whether practices respond to reviews.

A thoughtful response—whether the review is positive or negative—demonstrates professionalism and appreciation.

For positive reviews, a sincere thank you reinforces the relationship.

For critical reviews, a calm and respectful response shows prospective patients that your practice listens, cares, and takes concerns seriously.

Remember, your response isn't just for the person who wrote the review.

It's for every future patient who reads it.

From the Front Office

During my years working in dental practices, I answered thousands of phone calls.

Very few people asked if we had five-star reviews.

Instead, they asked questions that revealed what they were really worried about.

"Is the doctor gentle?"

"I haven't been in years..."

"I'm embarrassed."

"Can you get me in today?"

Those conversations taught me something I'll never forget.

Patients don't choose a dental practice because it's perfect.

They choose the practice that makes them feel understood.

The reviews that describe kindness, patience, compassion, and clear communication often influence patients far more than a simple star rating ever could.

The Takeaway

Your online reviews are already telling the story of your practice.

The question is whether they're telling the story you want future patients to hear.

The most effective reviews aren't the ones that simply praise your work—they're the ones that help nervous patients feel safe enough to make the first phone call.

That's where trust begins.

---

Chairside Challenge

This month, read your ten most recent Google reviews.

Don't focus on the star ratings.

Instead, write down the words or phrases patients use most often.

Do they describe your team as "friendly," "gentle," "thorough," "kind," or "professional"?

Those recurring themes represent your practice's greatest strengths.

Now ask yourself one question:

Are those same strengths clearly reflected on your website, social media, and patient communications?

If not, you've just identified your next marketing opportunity—not by guessing, but by listening to your patients.

Letter from Dr. Larry Michael Over - August 2026 E News

  

Dear Coastal Cascades Dental Society,

It is with happiness and some sadness that I want to inform you of my upcoming retirement from my prosthodontic and maxillofacial prosthetic practice. It is hard for me to believe how fast these 33 years of private practice in Eugene have gone.

Having said that, I am honored to introduce Dr. Neddie Zakhariya to you. I will transition my practice to Dr. Zakhariya the beginning of September. She is a native of Portland and completed her dental training at the OHSU School of Dentistry. Dr Zakhariya completed a three-year prosthodontic residency at the University of Minnesota and a one-year maxillofacial prosthetic fellowship at UCLA.

I will continue to practice full time until mid-August. I am so very grateful to my many colleagues that have allowed me to assist in the care of your patients. These relationships that we have developed are priceless to me.

I look forward to introducing Dr. Zakhariya to you this Fall.

Thank you so very much,

Dr. Larry Michael Over

Adriana Reppell, DMD: A Recipe of Balance, Purpose, and Connections - August 2026 CCDS E News

 

Adriana Reppell, DMD: A Life Recipe of Balance, Purpose, and Connections

Dr. Reppell has found that a recipe for a fulfilling career includes balancing her professional dedication, commitment to service, and a vibrant personal life.

Like many dentists, Dr. Reppell found her future career path on a service trip. When she was 13, she accompanied her mom to Jamaica. During the trip, she taught children about oral hygiene and observed dentists' clinical work. “I just thought it was the most wonderful looking thing ever!”

Today Dr. Reppell enjoys working at Willamette Dental treating a diverse group of families. At Willamette Dental, she likes that they focus on evidence-based research to support treatment plans, emphasizing prevention and fluoride products to remineralize teeth at the earliest signs of cavities. When treating children, Adriana takes the opportunity to help educate parents, supporting the health of their whole family. A skill Adriana has that helps her manage her patients’ anxiety is her ability to determine through their personal cues if they are more comfortable in a conversational or quiet environment.  She can easily put tense patients at ease with relatable stories. Setting clear communication boundaries, such as a physical signal, gives her patients the control to ask her to stop if they need her to.

For Dr. Reppell, dentistry isn’t just a job but an opportunity for service. She believes that volunteer dental work is a great way to keep her passion for dentistry alive. It is important to Adriana to find opportunities to serve populations who have significant barriers to care. She volunteers for Medical Teams International on Mondays providing dental services on their local mobile dental van. She has also volunteered at local dental clinics with Caring Hands Worldwide. Last October, Adriana combined volunteering with her love for international travel, traveling to Africa to volunteer and making time to enjoy a safari!

Dr. Reppell’s advice to new dentists is to be open, personable, and unafraid to network. She prioritizes connections not only with her patients but also with people in her community, approaching life with curiosity and care for others. She can strike up conversations with strangers, and doing so has even helped her find a group of adventurous women who enjoy the same outdoor activities she does!

Originally from Illinois, Adriana came to Oregon with a craving for outdoor adventures and a passion for creative pursuits. On the weekends, you can find her paddleboarding, camping, or enjoying backpacking trips with friends. She also enjoys local art and theater exhibits and performances. She expresses herself with watercolor paintings. Dr. Reppell is a “foodie” who enjoys her time in the kitchen, experimenting with new recipes, meal planning, or whipping up sourdough pretzel bites on her day off. Cooking for her is truly another creative outlet. She even enjoys taking on the challenge of preparing a delicious meal with limited ingredients.

Here is Adriana’s favorite recipe for sourdough pretzel bites from amybakesbread.com:

https://amybakesbread.com/pretzel-bites-with-sourdough-discard/