PennWell Dental Community
Kim E. Volk and dentists to discuss Delta - sooner or later
Introduction
This is a modern e-Invitation to Kim Volk, President and CEO of Delta Dental Plans Association. With complete disregard for traditional format and insincere etiquette, I am simply requesting that she join a dentist and possibly others in a ground-level public conversation about Delta policies that adversely affect the health of uninformed dental patients across the nation. The choice of venue is negotiable, but I suggest the Medical Executive-Post because we can start immediately if you desire. All it takes is your response to this post. Otherwise, I’ll begin without you, Kim Volk, and you can follow along in steamed silence until you suddenly realize that you cannot afford to stay quiet any longer.
If Ms. Volk prefers Delta to be represented by a DDPA spokesperson of her choice, that is acceptable to me as well. I am already familiar with works by PR specialists Ari B. Adler and Janis Oshensky, and either one would be welcome. Whoever finally speaks up in defense of Delta Dental should be forewarned that canned talking points are discouraged and will remain regrettable for a long time.
As the title of my invitation implies, I am confident that Ms. Volk will ultimately agree that two-way communication promises to be more effective in resolving Delta’s growing problems with angry Americans than one irate dentist tirelessly shouting louder and louder at a seemingly deaf insurance CEO.
Part 1 - “Delta Hell”?
Anyone familiar with Jeff Jarvis’ “Dell Hell” probably just picked up on my hint that Kim E. Volk and Delta Dental are deep in modern PR trouble. As a salute to Jarvis, I announce that with the help of readers, I intend to bring the nation’s attention to Delta’s unfair business practices which not only cheat employees out of health care dollars, but physically harm happy and compliant dental patients by forcing them from dental homes of their choice. Prevention is more important than 12 month managed care contracts, and sometimes it demands more than one or two visits for even the best hygienists to improve patients’ skills at keeping their teeth clean and healthy. That is only one of many points that a Delta rep will find difficult to argue - especially since it was one of Delta’s own officers who provided evidence to an audience in ADA Headquarters that “changing dentists causes fillings.” I will share Dr. Maxwell H. Anderson’s information about an as yet unpublished Delta study he described when the time is right. For those who want to read ahead, see “Managed Care or Dental Homes - You can’t have both” on the PennWell forum.
http://community.pennwelldentalgroup.com/forum/topics/2013420:Topic...
Let’s be adults here. In spite of the risk of hurting feelings with honesty, I confidently point out that managed care dentistry is dentistry by the lowest bidder with no quality control. The low-bidder claim is self evident. After all, Delta Dental is a discount dentistry company. (They prefer to be called “Payer” because it sounds benevolent).
My assertion that Delta’s managed care dentistry is lower quality than free-market dentistry is easily confirmed by anyone with a list of preferred providers, using DR. Oogle’s rating platform (doctoroogle.com) that ranks dentists’ popularity in most major cities. Every comparison study I’ve done has shown that Delta’s providers are more likely to be ranked in the bottom half of local dentists. Preferred dentists are mostly preferred by Delta Dental, not discerning patients. To improve the quality of care, Delta must not only drastically increase payments allowed, but they must treat their preferred providers with respect. It is my goal to make that happen, with or without the cooperation of Delta. Kim E. Volk should prepare for cutbacks and compromises because recent news makes it clear that Delta is in a very poor bargaining position. She knows it and I know it. Now you know it as well.
There now. I think I’ve provided enough challenging remarks for a start. Since I know from experience that it is still impossible for Americans to demand accountability from Delta Dental, I don’t expect anyone to come forward soon. So before long, I’ll return to describe how Richard Edelman’s 57 year old public relations firm is as modern as I have ever seen. Even though his ideas about transparency in business are scary to traditionally-trained Kellogg School of Management graduates like CEO Kim Volk, she could learn a thing or two from Delta’s brave new PR intern who provided the link on Twitter last week.
Ultimately, the fortunate learn from their children. The unfortunate are cast aside with prejudice.
D. Kellus Pruitt DDS
This is a modern e-Invitation to Kim Volk, President and CEO of Delta Dental Plans Association. With complete disregard for traditional format and insincere etiquette, I am simply requesting that she join a dentist and possibly others in a ground-level public conversation about Delta policies that adversely affect the health of uninformed dental patients across the nation. The choice of venue is negotiable, but I suggest the Medical Executive-Post because we can start immediately if you desire. All it takes is your response to this post. Otherwise, I’ll begin without you, Kim Volk, and you can follow along in steamed silence until you suddenly realize that you cannot afford to stay quiet any longer.
If Ms. Volk prefers Delta to be represented by a DDPA spokesperson of her choice, that is acceptable to me as well. I am already familiar with works by PR specialists Ari B. Adler and Janis Oshensky, and either one would be welcome. Whoever finally speaks up in defense of Delta Dental should be forewarned that canned talking points are discouraged and will remain regrettable for a long time.
As the title of my invitation implies, I am confident that Ms. Volk will ultimately agree that two-way communication promises to be more effective in resolving Delta’s growing problems with angry Americans than one irate dentist tirelessly shouting louder and louder at a seemingly deaf insurance CEO.
Part 1 - “Delta Hell”?
Anyone familiar with Jeff Jarvis’ “Dell Hell” probably just picked up on my hint that Kim E. Volk and Delta Dental are deep in modern PR trouble. As a salute to Jarvis, I announce that with the help of readers, I intend to bring the nation’s attention to Delta’s unfair business practices which not only cheat employees out of health care dollars, but physically harm happy and compliant dental patients by forcing them from dental homes of their choice. Prevention is more important than 12 month managed care contracts, and sometimes it demands more than one or two visits for even the best hygienists to improve patients’ skills at keeping their teeth clean and healthy. That is only one of many points that a Delta rep will find difficult to argue - especially since it was one of Delta’s own officers who provided evidence to an audience in ADA Headquarters that “changing dentists causes fillings.” I will share Dr. Maxwell H. Anderson’s information about an as yet unpublished Delta study he described when the time is right. For those who want to read ahead, see “Managed Care or Dental Homes - You can’t have both” on the PennWell forum.
http://community.pennwelldentalgroup.com/forum/topics/2013420:Topic...
Let’s be adults here. In spite of the risk of hurting feelings with honesty, I confidently point out that managed care dentistry is dentistry by the lowest bidder with no quality control. The low-bidder claim is self evident. After all, Delta Dental is a discount dentistry company. (They prefer to be called “Payer” because it sounds benevolent).
My assertion that Delta’s managed care dentistry is lower quality than free-market dentistry is easily confirmed by anyone with a list of preferred providers, using DR. Oogle’s rating platform (doctoroogle.com) that ranks dentists’ popularity in most major cities. Every comparison study I’ve done has shown that Delta’s providers are more likely to be ranked in the bottom half of local dentists. Preferred dentists are mostly preferred by Delta Dental, not discerning patients. To improve the quality of care, Delta must not only drastically increase payments allowed, but they must treat their preferred providers with respect. It is my goal to make that happen, with or without the cooperation of Delta. Kim E. Volk should prepare for cutbacks and compromises because recent news makes it clear that Delta is in a very poor bargaining position. She knows it and I know it. Now you know it as well.
There now. I think I’ve provided enough challenging remarks for a start. Since I know from experience that it is still impossible for Americans to demand accountability from Delta Dental, I don’t expect anyone to come forward soon. So before long, I’ll return to describe how Richard Edelman’s 57 year old public relations firm is as modern as I have ever seen. Even though his ideas about transparency in business are scary to traditionally-trained Kellogg School of Management graduates like CEO Kim Volk, she could learn a thing or two from Delta’s brave new PR intern who provided the link on Twitter last week.
Ultimately, the fortunate learn from their children. The unfortunate are cast aside with prejudice.
D. Kellus Pruitt DDS
Replies to This Discussion
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Permalink Reply by Darrell Pruitt on -
Part 2 Advice for Delta leaders from below
A little over a week ago, Richard Edelman, CEO of Edelman, a global PR firm with a 57 year history, addressed the New Media Academic Summit at Georgetown University. The title of his presentation was “From PR to Public Engagement: The Opportunity for the Industry.”
http://issuu.com/edelman_pr/docs/from_pr_to_public_engagement
Ironically, I learned about the lecture on Twitter from a Delta Dental public relations intern. It would do DDPA CEO Kim E. Volk good to view the Edelman’s presentation that her young, wide-eyed intern discovered.
I recognized the alert Delta intern’s grasp of modern communication in her appreciation of a significant address that was otherwise largely overlooked. But since I know about Delta’s level of business ethics, I cannot help but think the intern is excusably naïve about transparency and her boss. I’m fairly certain that Edelman has never lectured at the Kellogg School of Management, CEO Kim Volk’s alma mater. He’s much too progressive.
Sometimes it takes a naive generation and stupid questions to blissfully plow under stupid answers.
Edelman says that in an era of citizenship, ”People expect a relationship with companies and brands.” He acknowledges that there is mistrust in authority like never before. And that brings me to the very poor relationship I have with Delta Dental. I have no respect for Delta’s leaders because it is clear to me that their calculated policies harm my patients who happen to be their clients. I consider it my Hippocratic obligation to my patients to protect their welfare, and I confidently expect Delta Dental to ultimately surrender to our demands.
Months before I noticed the quickness, power and penetration of Twitter, I boasted “I own Delta.” Old school blogs by themselves make it easier than ever before for consumers to hold businesses accountable. For example, if one googlesearches “Kim E. Volk,” this thread is her third hit. That’s accountability. But that’s only scratching the surface. I can already tell that Thomas Friedman, author of “The World is Flat,” underestimated the efficiency of empowerment. Five years ago, he couldn’t have known about nuclear-powered Twitter.
Edelman points out that 90% of web traffic goes through search, and he also said that Twitter grew 1,382% in the last year. This means that there is less and less control of message because of more sources - causing an unpredictable flow of information. He recommended to the public relations audience to meet the demands head on by starting conversations about one’s company rather than ignoring customers. In advice that sounds like it was taken from the pages of “The Cluetrain Manifesto,” Edelman suggests "Help people come together in social network with opportunity for consumer generated content and feedback.” He adds, “Go where the people are. Don't expect them to come to you."
Even though I think this answer is probably appropriate for the corporate types he addressed, I think he presents PR from a limited perspective that takes control for granted. I would say, don't MAKE them come to you.
In character with his presentation, in his final slide, Edelman congratulates David Weinberger and the 10 year anniversary of "The Cluetrain Manifesto."
The list of 95 Theses featured in “Cluetrain“ is a prophetic piece. I recognize numbers 53 and 54 as truths which define a common management problem at Delta and countless other fat, protected businesses in the nation. “There are two conversations going on. One inside the company. One with the market. In most cases, neither conversation is going very well. Almost invariably, the cause of failure can be traced to obsolete notions of command and control.”
After a decade, Thesis number 82 finds its target as well “Your product broke. Why? We'd like to ask the guy who made it. Your corporate strategy makes no sense. We'd like to have a chat with your CEO. What do you mean she's not in?” How prophetic is that?
There’s hope, though. The authors of “The Cluetrain Manifesto,” Rick Levine, Christopher Locke and Doc Searls - joining David Weinberger - offer hope the support of aged wisdom in Thesis number 84. “We know some people from your company. They're pretty cool online. Do you have any more like that you're hiding? Can they come out and play?” I think Delta should promote the intern to Volk’s job before corruption soils another fresh, innocent soul.
D. Kellus Pruitt DDS
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General dentist in Fort Worth, Texas. I surround myself with the most wonderful staff and the kindest patients in the nation. It is our mutual confidence and respect that grants me the freedom to stand nose-to-nose with anyone in the marketplace. I’m blessed. And I like to write.
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