Business Bankruptcies just hit their highest rate of default since 2009.

Competition is getting sharper. Corporate practices and DSOs are getting bigger and smarter.

Patients are getting more informed (or misinformed) by online research and leaving more negative online reviews. 

Inflation just keeps rising! While insurance keeps paying less. 

And you are trying to run a profitable practice amongst all of this turmoil.

But I have news, you don’t have to participate in all of this DRAMA!

Remember, the most successful practice owners aren’t complaining about the news and the economy. Most of all, they aren’t fining excuses, they are finding new ways to succeed! 

The are silently succeeding, using consistent yet often unconventional strategies and tactics to win the battle, over and over again.

For example, Will Guidara was just twenty-six when he took the steering wheel of Eleven Madison Park. This sinking two-star restaurant had never quite lived up to its majestic name. Yet just eleven years later, EMP was named the best restaurant in the world.

I’d like to share one simple idea and 11 related strategies tied to the incredible concept of “Unreasonable Hospitality,” inspired by a book that offers valuable advice to practice and business owners on how to train their teams and succeed profitably. 

I’ll share some insight from the book and from my own practice to help spread proven strategies that can help create a successful and welcoming environment for your team and patients.

Here are 11 Key takeaways from the book Unreasonable Hospitality, and how you can apply them to your practice:

 1. Intention Matters: Every Little Decision Counts!

In the book, “Unreasonable Hospitality,” we learn that intention is like a secret superpower. It means making decisions thoughtfully, with a clear purpose in mind. Whether it’s a significant choice or a seemingly small one, it all matters! So encourage your team to think strategically about their actions and how they contribute to the bigger picture of your vision. Customer service is expected by patients (maybe a 3 star average rating?), but being intentional creates a unique 5 star rated practice.

Intention means every decision, from the most obviously significant to the seemingly mundane, matters. To do something with intentionality means to do it thoughtfully, with clear purpose and an eye laser focused on the desired outcome.

2. The Magic of Consistency in Leadership

Being a leader means being consistent. It’s like following a recipe; if you change the ingredients every time you cook, you won’t get the same outcome. Consistency and delegation are two of the most important and underrated aspects of being a leader. 

Consistency helps build trust and confidence among your team members. So lead with a firm and understanding, but steady hand, and be the example of excellence for everyone around you…Especially in times of uncertainty.

3. Hospitality and Excellence Can Be Challenging Partners

Hospitality and excellence don’t always seem to get along. Sometimes, we focus so much on being perfect that we forget to be warm and welcoming to our patients and team. I know I’ve personally stumbled over this my share of times. In pursuit of excellence don’t forget about your people. Don’t get stuck in “analysis paralysis.” Encourage your teams to exemplify hospitality and always strive for excellence, so without expecting perfection, and you’ll create a powerful experience for everyone involved.

4. Embrace Growth: Give Responsibility Before They’re “Ready”

Surprise! Sometimes, the perfect moment to give someone more responsibility is before they feel “ready.” By doing this, you help others grow and challenge themselves. This is what a leader does and one of the big ways you can make an impact in your community. Have the courage and let go of the micromanaging to give your team members opportunities to shine, even if they might feel nervous or daily forward at first! Have the courage to let go of those who won’t grasp on to your purpose and vision.

5. The Power of Contributions: Everyone Has Something to Offer

Imagine being welcomed into a new team on your first day, and they say, “We hired you for a reason. We know you have something to contribute.” Wouldn’t that make you feel fantastic? Encourage your teams to appreciate each other’s skills and unique qualities. Let them know they are valued and important members of the team.

At Pinecrest Dental, we have a Team Credo which is our guiding light on who and how we hire and train:

At PInecrest Dental, we are looking for great Team Members who demonstrate with purpose, a growth mentality, give service from the heart, and convey a smiling spirit.

We hire for can do attitudes, train for skills, and look for leadership potentials in team members.  We quickly eliminate patients and team members with bad attitudes, which would metastasize and destroy the team and practice.

6. Pay Attention to Details: Small Things Matter

The way you do one thing is telling of the way you do everything. Paying attention to small details can lead to perfection in bigger tasks. So, practice owners, encourage your teams to focus on precision in every little thing they do. It will make a big difference!

Performance coach Greg Harden says to “give 100 percent, 100 percent of the time.” He shared this advice with a young athlete at Michigan named Tom Brady who says Harden “pushed me to wake up and grow up.“ This means you should give everything you do 100%, even with things you hate to do. 

This is not easy. I don’t believe you should spend to much time focusing on the things you hate to do, but over time you can delegate these things, and when you have to step in, give it an attitude of excellence and then the things you love to do will really stand out!

7. Honesty is the Best Policy

Have you ever corrected a team member or a patient just because you didn’t want them to think you made a mistake? Well, in reality, that’s a more significant mistake! Being honest and admitting when we’re wrong is essential. It helps build trust and respect among team members and patients alike. The world where trust is harder than ever to gain, people appreciate the transparency in their relationships with you and your team.

8. Caring for One Another: A Team That Sticks Together

Sometimes, when we’re so passionate about a mission, we might forget to care for each other. But remember, a team that cares about one another is a powerful force! As an owner or leader, you can foster a culture of care and support within your team. It’ll make everyone happier and more productive. When people are happy it leads to a higher level of engagement and studies demonstrate as much as a 20% increase in productivity. How’s that for a free way of saving on your payroll taxes and expenses? Not to mention the boost in morale and collections!

9. The “Why” Behind the “What”

Have you ever wondered why something has to be done a certain way? The “why” along with the “what” can inspire your team to bring their best ideas to life! So let your team in on the reasons behind your purpose and decisions and watch the magic happen! We call this the Pinecrest Purpose and it is a story I retell whenever I can. What’s your story? When was the last time you shared it with your team and patients?

10. Hospitality is a Dialogue

The famous quote, “Hospitality is a dialogue, not a monologue,” by Danny Meyer, shows us that true hospitality is about listening and understanding. Meyer is a successful entrepreneur and owner of high-end restaurants and the blossoming chain Shake Shack. Encourage open communication and create an environment where everyone’s voice is heard. Set up trainings with your team where people work together on projects and have the opportunity to collaborate and provide input. we call this “96% teamwork, which is derived from the 80% rule. When I play to using my strength to accomplish 80% of the goal, and I pair up with someone else with different strengths to cover 80% of the remaining 20 that was not in my wheelhouse, we arrive at 96%. How can you utilize this principal in your practice?

11. Follow the “rule of 95/5”

Guidara spent a good chunk of his early career learning to meticulously work a restaurant’s books—which gave him the knowledge and confidence to come up with a rule that could seem foolhardy to some.

“Manage 95 percent of your business down to the penny; spend the last 5 percent ‘foolishly.’ It sounds irresponsible; in fact, it’s anything but. Because that last 5 percent has an outsize impact on the guest experience, it’s some of the smartest money you’ll ever spend,” Guidara writes. as Dentist and practice owners it’s easy to get hung up on shiny objects and distractions from the goal hand. You can utilize this concept by solid management and then almost feeling like you were overspending on your best patients to enhance their experience. I’ve seen the results of this firsthand and have made it part of our 7R Relationship Action Plan that we intentionally calendar in each year.

“Unreasonable Hospitality” is filled with valuable advice for practice owners on training their teams. It teaches us the power of intention, consistency, embracing growth, and the importance of contributions. It reminds us that hospitality and excellence can coexist, and that caring for one another is crucial.

Remember these valuable lessons and apply them to your everyday business practice and life. Whether you’re part of a Clinical team, management, or volunteering in your community, being intentional, caring, and consistent as a leader will help you shine and create impactful experiences for everyone around you and send your practice to unforeseen new heights.

Have a great week!

If you could sum up the big idea of why you started (or bought) your practice in the first place, what would it be?

Said another way, what is your PURPOSE? It’s not seeing patients or doing your favorite procedure. It can’t be those things, because you are in the people business. Your purpose is bigger than that. It might be community impact, quality of life, or leading a team. For many practice owners I meet with, it’s a combination of those things. 
There are insurance based and doctor based practices (good). Then there are patient based practices (better). But a purpose driven practice is the highest (best) form of making a difference for your family, your team and your patients.
A purpose driven practice has non-negotiable gold standards, and installs flexible yet consistent systems which are run by A Player team members. Simple to state, but not easy to accomplish. 

So how do you involve your team in building a Purpose Driven Practice? By constantly improving and executing the plan(s) with one to ten year goals that are consistently updated.  To foster innovation and execution within your practice, it is crucial to embrace the power of ideas from diverse sources. Sheena Iyengar, a renowned expert on choice and innovation, highlighted a few concepts in her summary of Henry Ford. I’ve adapted and expanded on each below to how it can apply to your team:

1. Expanding Your Perspective:Henry Ford’s approach to innovation offers valuable insight. Instead of solely relying on internal brainstorming sessions, Ford encouraged his engineers to look beyond their immediate environment for ideas. This mindset allowed them to explore new possibilities and draw inspiration from diverse sources. By expanding your perspective and seeking ideas beyond your practice’s confines, you open the door to innovative solutions and fresh approaches. Key point: What other industries or businesses can you emulate and “copy” to look outside the box?

2. Embracing External Influences:Pa Klann’s discovery at Ford of the moving meatpacking line exemplifies the power of external influences in driving innovation. Ford’s decision to encourage his engineers to search the world for ideas led to uncover a revolutionary concept from the meat industry that transformed the automotive industry. Similarly, by actively seeking inspiration from external sources—such as other industries, thought leaders, conferences, and even your patients—you can infuse your practice with novel ideas that have the potential to revolutionize the way you operate and serve your patients. 

Sheena Iyengar in her recent book, Think Bigger: How to Innovate wrote the following: “Henry Ford did not ask his engineers to brainstorm…He asked them to search the world for ideas to use—that’s how (they) found the moving meatpacking line.”Key point: How are you getting feedback from your team and patients on a regular basis?

3. Collaboration and Knowledge Exchange:Creating an environment that fosters collaboration and encourages knowledge exchange is vital for unlocking innovation within your practice. By fostering a culture of open dialogue and diverse perspectives from your team and patients, you enable the cross-pollination of ideas. Encourage your team members to share their insights and experiences, and create platforms for collaboration and brainstorming sessions. This collaborative approach can lead to the synthesis of ideas, sparking innovative solutions and strategies that propel your practice forward.

IDEO, the design and consulting firm renowned for its approach to “design thinking,” lays out a great way to brainstorm, especially if you have some brain fog or are stuck:

1. Defer Judgment
2. Encourage Wild Ideas
3. Build on the Ideas of Others
4. Stay Focused on the Topic
5. One Conversation at a Time
6. Be Visual
7. Go for Quantity

“These rules may sound sensible, but taken together as a system, they can throttle innovation,” Iyengar says. “For one thing, the notion that hierarchies are erased in a brainstorm is an illusion; junior staffers still feel anxious and unwilling to take risks, experts on creativity and productivity have argued, so brainstorming is routinely hindered by participants’ social anxiety and awareness of hierarchies.”Key point: What regular training sessions do you offer your team to get your creativity and collaboration moving? 

4. Learning from Other Industries:Drawing inspiration from other industries can be a powerful catalyst for innovation. Consider how advancements in technology, customer service, or business models in unrelated fields can be applied to your practice. By keeping an eye on industry trends and actively seeking out knowledge from diverse sectors, you can identify opportunities for improvement and adapt ideas to fit the unique needs of your practice. This cross-pollination of ideas can lead to breakthroughs that differentiate your practice and elevate the patient experience.Key point: Who do you know in another industry (auto insurance, marketing, construction, finance) that has a great training system, marketing calendar or office culture that you can emulate? Take a mentor or friend to lunch this month and find out!

5. Nurturing a Culture of Continuous Learning:To effectively tap into the power of ideas, it is crucial to nurture a culture of continuous learning within your practice. Encourage your team members to pursue professional development opportunities, attend conferences, and engage in ongoing education. Emphasize the importance of staying informed about industry trends, research, and emerging technologies. By investing in the growth and knowledge acquisition of your team, you create a dynamic environment that values innovation and supports the implementation of new ideas.Key point: Our core purpose at Pinecrest Dental is “Consistently Creating Lasting Smiles.” That goes far beyond patient care. How are you giving lasting smiles to your team and community? 

As practice owners, it is essential to recognize the transformative power of ideas and the role they play in driving innovation. By embracing Henry Ford’s approach and seeking inspiration from the world around you, you open the doors to new possibilities and revolutionary breakthroughs. Encourage collaboration, explore insights from other industries, and foster a culture of continuous learning within your practice. By doing so, you create an environment that not only nurtures innovation but also elevates the quality of care and experiences you provide to your patients.

Remember, innovation is not confined to brainstorming sessions within the four walls of your practice. Look beyond your immediate surroundings, explore diverse perspectives, and embrace the wealth of knowledge available to you. By doing so, you position your practice at the forefront of advancements, leading the way in delivering exceptional care and driving positive change in the healthcare industry and will simultaneously unlock the potential within your practice. 

Embrace the world of ideas, and watch as innovation unfolds, revolutionizing the way you serve your patients and shaping the future of your practice. Take the leap, harness the power of ideas, and propel your practice towards a future of innovation and success.
Have an Idea-Rich month!

Are You a Generalized Special(ist) or a Special Generalist? 

I’ll explain more on what I mean by this shortly. In our ever-evolving professional and economic environment, this is a question worth pondering as you navigate the turbulent landscape of dentistry. 

Several years ago, an old acquaintance of mine moved to Utah to start his specialist practice. He had the drive, the education and a great area to practice in. Unfortunately, within just a few years his practice was closed. What happened? 

In my view, he was trying to be a “General Specialist” by accepting every insurance plan, including Medicaid, which may have began compromising the quality of his work or his office environment. Not that he couldn’t accept Medicaid and treat people well, but being everything to everyone didn’t seem to align with the type of treatment he wanted to provide.

Many practices cater to the masses, such as providing nearly every dental treatment or accepting nearly every insurance plan. While others carve out their own niche and limit or specialize to certain procedures. 

Which direction is right for you? 

As I like to joke with my team and patients “we are all trying to figure out what we want to be when we grow up.” It is one of the great blessings of dentistry, that we have the opportunity and ability to redefine our vision and our practices throughout our career. 
Let’s start by acknowledging that there are successful dental offices that “do it all,” such as some large group or corporate practices. These establishments provide a wide range of services, appealing to a broad patient base. There’s nothing inherently wrong with this approach; in fact, it can be a valuable practice model. 

However, if you’re running a smaller practice, you have the unique opportunity to build your own niche and choose to attract and treat only the patients who align with your values and treatment modalities. You have the power of personality that no one else large or small can copy. 

A book I recommend on this topic of standing out is Setting the Table by Danny Meyer, the founder of Shake Shack and multiple  high end New York restaurants. It is a fun read and glimpse into the restaurant and hospitality business. Through anecdotes and practical advice, he discusses the significance of genuine connections with customers, empowering employees, and the concept of enlightened hospitality. Most importantly it has some great lessons on running your practice which in my view is a hospitality and service business because our number one role is to serve our patients.

One of my oral surgeon mentors during rotations in dental school once shared this with me: the embroidery on our white coat does not say “Superhero,” it simply says doctor.
This concept has stuck around in my mind for many years. It reminds us that we shouldn’t push ourselves to perform procedures we aren’t comfortable or confident with. Similarly, we shouldn’t feel obligated to treat patients who are perpetually dissatisfied, blame every dentist or someone else for their dental problems, or don’t pay and keep appointments. 

Instead, we should create and cultivate a practice model that specifically, kindly, and professionally repels those who don’t align with our values and give them options for what may be a better fit. This simultaneously allows us to focus on and take better care of the patients that align with our practice values, whether you run a general dental, specialty or combination practice. 

IT’S TOUGHEST TO COMPETE WITH A COMMODITY When I was studying undergraduate economics at the University of Utah, one of our professors assigned us to read and report on the book The World is Flat by Thomas J. Friedman. 

It left a lasting impact on me about the “race to the bottom” of commoditization which is happening faster and faster each year. In one of his other books he gave a great definition of commoditization which reads as follows:

“A commodity is any good, service or process that can be produced by any number of firms, and the only distinguishing feature between these firms is who can do it cheapest. Having your product or service turned into a commodity is no fun because it means your profit margins will become razor thin, you will have dozens of competi-tors, and all you can do every day is make that product or service cheaper and sell more of it than the next guy or die. ” -The Lexus and The Olive Tree

By focusing on a specific niche, you can establish yourself as an expert in a particular area of dentistry. Whether it’s cosmetic dentistry, orthodontics, or any other specialized field, you have the opportunity to refine your skills and deliver exceptional outcomes to a specific patient demographic. This focus allows you to attract patients who appreciate your expertise and are willing to invest in the services you provide.

It’s important to remember that carving out a niche doesn’t mean turning away all patients who don’t fit within that category. It simply means prioritizing your ideal patient base while still offering comprehensive care to those who seek your services. This approach allows you to strike a balance between your passion for a particular aspect of dentistry and providing quality care to a broader range of patients if you desire.
One of my favorite quotes from Setting the Table was when the author relayed the four for gifts we receive when we are brought into this world: 

1. Contact
2. A smile
3. A hug
4. Food

As healthcare providers and dental practice owners, we can profoundly impact at least two or three of those. 

As members of the Utah Dental Community, you have the power to shape your practice model however you choose within reason. The Pareto Principle (of 80/20) shows why this is so wise from a lifestyle and overhead point of view.

Whether you choose to be a general or specialty practice, it’s essential to align your values, treatment modalities, and patient base. Remember that your white coat symbolizes you as a doctor, provider and ethical caretaker, but not a superhero who has to save everything and everyone. Instead, build a practice that genuinely reflects your expertise and passions, and refer the rest to someone better suited either financially or clinically to take care of the patient. 

Dentistry is both an art and a science. By focusing on what you do best and attracting patients who align with your values, you can truly make a difference in their lives. By doing so, you can create a rewarding and fulfilling dental career by delivering exceptional care to patients who appreciate your unique skills.

Have a great week!

“I wanna glide down over Mulholland, I wanna write her name in the sky.” This line for the hit could be related to the importance of setting goals and striving to achieve them as a leader.

“I’m gonna free fall out into nothin’, gonna leave this world for a while.” This line could be related to the idea of taking risks as a leader and stepping outside of one’s comfort zone in order to achieve success.

Tom Petty’s iconic song “Free Fallin'” reached a significant milestone on the Billboard charts. According to Billboard, the hit song spent 46 weeks on the Hot 100 chart, peaking at number seven in 1990. The song also spent 20 weeks on the Adult Contemporary chart, peaking at number one.

Gravity is an unstoppable force that has a way of bringing everything back down to earth. Fighting against it can be futile and exhausting, and the same can be said about leadership. In order to be effective, leaders must learn to stop fighting gravity and instead, embrace it as a powerful ally. 

Recently, my family took a trip to Disneyland for spring break. Our favorite is The Guardians of the Galaxy ride. If you’ve never been, it is a thrilling experience that takes you on a free fall through space. As the ride begins, riders are lifted to the top of the tower and then suddenly dropped, experiencing a feeling of weightlessness as they plummet back down to earth. This feeling of free fall can be unnerving the first time you ride, but it is so fun! Once you learn to embrace the drop, you want to go twice. Just like the riders on the Guardians of the Galaxy ride, practice owners and leaders must learn to let go of their fear and embrace the unknown.

In order to be successful leaders, we must be flexible and adaptable. As pastor John Maxwell said, “Successful leaders are willing to adapt or change their course when it becomes necessary.” This means that leaders must be willing to let go of their preconceived notions and be open to new ideas and perspectives. By doing so, leaders can build stronger teams and create a more positive work environment.

President Abraham Lincoln also understood the importance of flexibility and adaptability in leadership. He once said, “I am a firm believer in the people. If given the truth, they can be depended upon to meet any national crisis. The great point is to bring them the real facts.” This quote speaks to the importance of transparency in leadership and the need for leaders to be honest with their teams. By doing so, leaders can build trust and inspire their teams to work together towards a common goal.

Coach Phil Jackson also understood the importance of flexibility in leadership. He once said, “The strength of the team is each individual member. The strength of each member is the team.” This quote speaks to the importance of teamwork and the need for leaders to be flexible in order to build strong teams. By valuing each member of the team and recognizing their strengths and weaknesses, you can develop a sound culture of collaboration and support in your practice.

Flexibility is a crucial trait for effective leadership in today’s fast-paced and rapidly changing business environment. Practice Leaders who are able to adapt quickly to changing circumstances, embrace new ideas and technologies, and remain open to feedback from your team members will keep you better equipped to navigate the challenges and opportunities that arise in the workplace.

Here are three key principles on staying flexible in order to succeed.

Firstly, flexibility allows you to respond to changing market conditions and shifting customer demands. In today’s consolidating practice environment, you must be agile and responsive in order to remain competitive. The advantage of “small” business is being able to pivot quickly, adjust your strategies, and capitalize on emerging trends and being more likely to succeed in this dynamic patient environment. By being rigid and inflexible, you risk competing with DSOs and losing market share. My favorite is to adapt your membership plan to meet the market and services your patients are looking for. Not by trying to mimic insurance.

Secondly, flexibility fosters innovation and creativity within a practice. Stay open to new ideas and be willing to experiment with different approaches. Your team members will be more likely to feel empowered to take risks and propose creative solutions to problems. This will also grow the membership component of your practice.  

Finally, flexibility builds trust and collaboration among your team members. When you are willing to listen to feedback from your team members, consider different viewpoints, and adjust your strategies accordingly, team members feel valued and respected. This fosters a sense of trust and collaboration that can improve communication, boost morale, and ultimately lead to better patient and profit outcomes. Memberships are a fantastic way in my experience to build profit, value and help your patients feel and see the success they are able to achieve, without boundaries.

By remaining open to new ideas, embracing innovation and experimentation, and building trust and collaboration among team members, you can position your practice for success in years to come.

A “Free Fall” serves as a healthy reminder that sometimes we must stop fighting gravity and instead, embrace it as a powerful ally. As leaders, we must learn to let go of our fear and be open to new ideas and perspectives. By doing so, we can build stronger teams and create a more positive practice growth environment. 

Have a great week!

There is a concept that has become increasingly relevant in today’s globalized practice marketplace – commoditization. The term “commoditization” refers to the process by which goods or services become interchangeable with one another, thereby eroding the uniqueness and value of individual offerings. 

Back in undergrad, I read a thought provoking book that created a long lasting effect on my view of owning a business. In his book “The World Is Flat,” Thomas Friedman argues that commoditization is becoming an increasingly pressing concern in many industries, including healthcare.

Friedman writes that “in a flat world, you can innovate without having to emigrate.” This means that technological advances and the global market have made it easier for companies to create and distribute goods and services around the world, without the need to physically relocate their operations. This has led to a proliferation of businesses that offer similar products and services, which can make it difficult for any one company to stand out.

This trend has been particularly noticeable in the healthcare industry, where we have seen the rise of companies such as Smile Direct Club and 1-800 Contacts. These businesses offer a do-it-yourself approach to healthcare services, which can be more convenient and affordable for consumers than traditional offerings. However, they also pose a threat to traditional healthcare providers, who may struggle to compete with these new entrants in the market.

Friedman warns that this trend towards commoditization can lead to a “race to the bottom,” where companies compete solely on price rather than quality or innovation. This can ultimately undermine the value of the goods and services being offered, and lead to a situation where everyone loses.

In the case of Smile Direct Club and other DIY orthodontic slingers, this race to the bottom can be seen in the way that these companies have attempted to undercut traditional orthodontic providers by offering their services at a lower price point. However, as many healthcare professionals have pointed out, these services often come at a cost in terms of quality and safety, as patients may not receive the same level of care and attention that they would from a licensed orthodontist.

Similarly, 1-800 Contacts has commoditized the contact lens industry by offering customers the ability to order their lenses online, often at a lower price than they would pay at their local optometrist. While this may be more convenient for consumers, it has also led to concerns about the quality and safety of the lenses being sold, as well as the long-term impact on the optometry industry as a whole.

So what can we do to address the issue of commoditization in healthcare? Friedman suggests that the key is to focus on innovation and differentiation. By developing new and innovative approaches to healthcare delivery, we can create value for our patients that goes beyond simply offering a lower price point. This may include investing in new technologies, developing personalized treatment plans, and creating a more patient-centric approach to care.

Additionally, we can work to educate patients  about the risks and limitations of DIY healthcare services, and highlight the value of working with licensed professionals. By emphasizing the importance of quality and safety, we can help to shift the conversation away from price alone and towards a more holistic view of healthcare delivery.

Commoditization is a significant challenge facing many industries today, including healthcare. However, by focusing on innovation, differentiation, and quality, we can work to create value for our patients and compete effectively in the marketplace. As Thomas Friedman writes, “In the flat world, you can innovate without having to emigrate.” Let us embrace this spirit of innovation and work together to build a dental practice membership network that is both sustainable and patient-centered.

Have a productive week!