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Virginia AGD

The Patient Care Playbook - From Phone Call to Recall: 2023 VAGD Annual Conference

December 1, 2023 8:30 AM - 05:00 PM (EDT)

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The Patient Care Playbook - From Phone Call to Recall

2023 VAGD Annual Conference

Marriott Short Pump, Richmond, VA

December 1st, 2023

Course- 8:30am-4:00pm

Reception- 4:00pm-5:00pm

Course Description and Objectives:

The patient decision to choose your office for their care began before they picked up the phone to make an appointment. The responsibility of the team is to validate their decision. 80% of the reason patients choose an office and why they choose their dental treatment is based on establishing rapport and building a relationship. In this presentation doctors and team members will learn how to create a practice image that sets them apart beginning with the initial contact through treatment planning and continued renewal of the relationship in recare.

Discover how to be authentic in your interactions with patients and convey the practice message that attracts and inspires them. Learn how to overcome objections and gain confidence in difficult situations.

Objectives Include :

Enhance Your Customer Service Skills

Increase Treatment Acceptance – New Patients and Patients of Record

Refine Communication Skills

Improve Chairside Conversations

Speaking Financially – How to talk fees and payments


Debra Engelhardt Nash

Consultant, Team Trainer and Speaker, Debra has presented workshops nationally and internationally for numerous study groups and universities, and organizations including the ADA, Hinman, Chicago MidWinter Dental Society, Swedish Academy of Cosmetic Dentistry, the University of Lima, and the British Academy of Cosmetic Dentistry. Her articles have appeared in publications in the US, Canada, and England. Debra is a founding member and served three terms as President of the National Academy of Dental Management Consultants. She has been an adjunct faculty member at Oregon Health Sciences University in Portland, Oregon. She is co-founder of The Nash Institute for Dental Learning. She has contributed to many podcasts and

virtual training for various dental organizations and serves as an advisor for many dental companies.

In addition to speaking for dental organizations, Debra has presented workshops for Nordstrom, Medical and Surgical Groups and Chiropractic and Acupuncture Organizations. She is President Elect of the American Academy of Dental Practice Administration and serves on the board for Speaking Consulting Network where she is the Coordinator for their Spotlight on Speaking and Speaker Showcase programs.

Debra has been repeatedly recognized by Dentistry Today as a Leader in Continuing Dental Education and a Leader in Dental Consulting. Debra is also a member of the American Dental Association’s Dental Practice Management Advisory Board Because of her contributions to the industry of dentistry, Debra received the Kay Moser Distinguished Service Award given by the American Dental Assistants Association. She is also recipient of the Academy of Dental Management Consultants Meritorious Service Award and the Speaking Consulting Network Spirit Award. Debra has been chosen as one of the Top 25 Women in Dentistry by Dental Products Report and is the 2015 recipient of the Gordon Christensen Outstanding Lecturer Recognition award.


Event Details:

There is ample, free parking in front of the facility.

Registration opens at 8:00 am, courses to begin promptly at 8:30 am.

Continental breakfast, coffee, soft drinks, and water will be available throughout the day.

Lunch will be provided.


Event Cancellation Policy: In the event that an in-person meeting is no longer a safe option, full refunds will only be given up to 30 days before the course. If the course is held as scheduled and a refund is requested within 30 days of the course, a credit will be applied to the registrants account for use toward a future VAGD program.

Virginia AGD is designated as an Approved PACE Program Provider by the Academy of General Dentistry. The formal continuing education programs of this program provider are accepted by the AGD for Fellowship/Mastership and membership maintenance credit. Approval does not imply acceptance by a state or provincial board of dentistry or AGD endorsement. The current term of approval extends from June 1, 2023 to May 31, 2026. Provider ID# 219330

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