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JULY/AUGUST/SEPTEMBER 2025
1115 Mt. Aetna Rd., Hagerstown, MD 21740 • www.hagerstownsmiles.com • 240-329-4725
Caring Starts With the First Call THE INSIDE SCOOP
3. We want your experience to be great. Whether you’re a new patient or have been with us for years, we want you to feel cared for from the first phone call to the moment you walk in the door. We always aim to make you feel welcomed, informed, and confident in your care.
Hey there, it’s Natalie here, one of the members of the call center at Hagerstown Smiles. If you’ve ever wondered what it’s like behind the scenes at our call center or what makes us tick, I’ve got you covered! Let’s break it down into a few top-threes — starting with what makes Hagerstown Smiles such a great place to work, the things we wish more patients knew, and the questions we get asked the most.
TOP 3 REASONS I LOVE WORKING HERE 1. We always help our patients.
This one’s a no-brainer. Helping people is what I love most—and it’s what brought me here in the first place. I treat every patient how I would want to be treated (shoutout to my mom for instilling that in me!). We know many folks calling in are dealing with anxiety or concerns about their dental care, so we do our best to make them feel supported and comfortable. That human connection matters. 2. The team vibe is everything. I truly enjoy working with my coworkers — they make me smile every single day. A lot of teamwork goes into keeping things running smoothly, and being around people who support each other makes all the difference. 3. I learn something new all the time. Before I started, I knew little about dentistry, but I’ve learned so much since I got here — not just about procedures and terminology but also about communication and care. I’ve met incredible people along the way, and getting to know our patients over time has been such a rewarding part of the journey.
TOP 3 QUESTIONS WE GET ASKED — A QUICK Q&A 1. Are you accepting new patients?
Absolutely! We love welcoming new patients into our practice — and yes, we do it with a smile. So, if you’re wondering whether it’s too late or too busy to call, the answer is no. Come on in! 2. Do you take my insurance? We accept most major insurance plans and are happy to do a complimentary benefits check for you. We know insurance stuff can be confusing, so let us help make it easier. 3. Do you offer (insert dental procedure here)? Whether it’s an extraction, a cleaning, or something else, our answer is usually: Let’s take a look. Every patient is unique, and we want to make sure we fully understand your needs before offering a treatment plan. A quick exam helps us get you the best care possible. We’re just real people who care a whole lot about making your experience at Hagerstown Smiles as positive as possible. We all pitch in, support one another, and go the extra mile to help our patients feel heard, respected, and cared for. That’s what makes this job so special.
TOP 3 THINGS I’D LOVE PATIENTS TO KNOW 1. I’m a people person — and I’m listening.
When you call, I’m here to help. I do my best to really listen to what our patients are saying. Honestly, it makes my day when someone says I made them smile or when they come in and ask for me by name. That’s the good stuff. 2. Our whole call center team cares. We’re not just answering phones — we’re a team dedicated to giving you the best customer service experience possible. We work closely with each other and the rest of the staff to ensure things flow smoothly for you.
–Natalie
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When the heat was on — literally — 16-year-old Tyler Sowden didn’t hesitate. As flames tore through a nearby home, the brave Cleveland teen sprang into action, helping to rescue a family from the burning house before first responders arrived. While the community, local firefighters, and the family he saved praised his selfless act, Tyler was glad he could make a difference and that everyone was safe. “I was glad that I was there because it could have really gone wrong,” said the hometown hero. On the afternoon of the fire, Tyler could see smoke and hear cries for help from a home about 10 houses away. Without hesitation, he rushed to the garage for a ladder and raced toward the danger. A woman with her baby and a young child frantically screamed out from the roof as the smoke billowed out of a window behind her. Tyler climbed the ladder and took the baby in his arms. He carried the infant to safety before returning for the mother and her child. This young hero arrived just in the nick of time. In less than a minute after he had gotten the family to the ground, flames engulfed the home. The teen said he felt like he was in the right place at the right time, and the construction work he does with his stepfather prepared him for this moment. Though he risked his life, Tyler didn’t see the true impact of his actions until he spoke to the family he saved. “It was God who used him like an angel to save our lives,” said the mother, Judith Avila Padilla. Padilla said that afternoon, she and her three children awoke to the smoke. After her oldest son jumped to safety, she carried her other two children onto the roof. She’s forever grateful to the teen. The Cleveland Division of Fire arrived moments after the rescue and praised Tyler’s bravery and quick thinking. They said he could have a bright future as a firefighter one day. IN THE FACE OF FIRE Local Teen Becomes a Hero in a Blaze of Bravery
Festive national holidays offer a great opportunity to strengthen family ties and
traditions. While most people regard the end-of-year holidays as prime time for family get-togethers, you can make great memories in any season — including the Fourth of July! To foster traditions your loved ones will enjoy, start when your children are young. Repeat your chosen rituals year after year, but stay flexible enough to update them to suit your kids’ developmental stages. Emphasize Live Action Activities that immerse your children in sights, sounds, smells, and live action can be the most memorable. Community Fourth of July parades offer a great opportunity to socialize with neighbors and friends of all ages. To make memories, don’t just watch the parade — encourage your kids to join it! Midsummer is a great time to participate in light-hearted three-legged races, an egg toss, and sack races. As kids age, consider holding a Fourth of July Family Bowl for an annual game of soccer, softball, or touch football. At day’s end, fireworks offer a chance to gather in a lawn chair or on a blanket in the grass and enjoy some favorite snacks. Capitalize on Family Foibles Think about traditions that evoke some quirk or twist unique to your family. If your kids love water balloons, a red, white, and blue water balloon fight can leave them laughing. Your family’s favorite films about patriotism or national identity may include fantasy tales, such as the animated 1986 immigrants’ story “An American Tail,” or darker stories, such as “Born on the Fourth of July,” the 1989 film on a Vietnam vet’s struggles after the war. Whatever your preference, watching a beloved movie together as a family can reinforce shared values. For maximum fun, ban cellphones and make lots of popcorn. Make It Matter Decorating your house and yard with flags, red-white-and-blue bunting, and patriotic pinwheels can help children get into the spirit. To create a tangible memoir, take photos of the fun and print them for an album or deposit them in a “Fourth of July Memory Jar.” When you pull them out next year, those images will spark plenty of laughs!
Though the teen’s heroism has been celebrated far and wide, he’s glad he could help and is seriously considering becoming a firefighter.
“I didn’t really have a plan until this kind of happened,” he said. “I’m like, ‘Maybe that’s a sign.’”
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Come out to the Hagerstown Flying Boxcars ballgame with us on Sunday, August 31st at 2pm at Meritus Park! As part of our sponsorship, we will be giving away toothbrush holders to the first 750 kids!
FREE Invisalign consult with Dr. Brandy from the
months of July-Sept.
HAPPY ANNIVERSARY, ASHLEY! June 1 marked 10 years that Ashley, our hygiene team leader, has worked at Hagerstown Smiles! Thank you, Ashley, for all you do for us!
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www.hagerstownsmiles.com 1115 Mt. Aetna Rd. Hagerstown, MD 21740 Call Now! 240-329-4725
INSIDE Our Big Top 3 — an Inside Look page 1 Create Holiday Traditions That Last page 2 Tyler Sowden Saves Family From Burning Home page 2 Announcements page 3 Essential Tips for Safe Summer
Biking page 4
TRAIL-READY Savoring Nature Safely on a Biking Adventure
Mountain biking is one of the nation’s fastest- growing sports. Drawn by its physical and mental challenges and access to nature, more than 9.2 million people participated in the sport in 2023, up 4% from 2022. Before setting out, it’s essential to realize that off-road biking can take you far from your comfort zone. Riding on rugged terrain is considered an extreme sport with a high rate of injuries, and participants tend to overestimate their skill level. Keep these tips in mind to ensure your enjoyment as a novice in this exciting sport. Be Weather-Wary Familiarize yourself with seasonal weather patterns in your area. Prepare for the possibility of extreme heat and sudden midsummer storms. Check the forecast before each outing. Heat sickness can catch you off
guard, causing nausea, dizziness, confusion, and clammy skin. If these symptoms set in, find shade, drink water, and try to cool down. Know Your Level Be realistic when choosing routes, and check out the mileage, trail conditions, and elevation of any path you choose. Helpful apps include Ride with GPS for route-finding and navigation and Strava for performance- tracking and networking. As you plan, note the trail surface. Riding on gravel or dirt takes far more energy than paved trails. If you want to test your limits, do it on terrain you have traveled before. Gear Up Carry more water than you expect to need, and bring a portable water filter. Poor hydration is one of the main reasons cyclists get in trouble. Also, bring ample high-protein
food, a tire patch kit, and first-aid supplies. And don’t neglect the basics: Be sure to wear a properly fitted, sturdy helmet.
Don’t Go Alone Let someone know your planned route. Leave a detailed itinerary and planned check-in times with a person you trust. Carry a fully charged phone and charging device, and bring maps as digital downloads or on paper. Also, practice basic navigation skills, such as tracking the sun’s position in the sky and noting landmarks. By cycling smart, you can reap the maximum benefits of one of the nation’s most exciting sports!
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