Beyond the Drill: Communication Essentials in the Dental Practice
Communication is a big part of our dental industry. We must communicate with our team and, most importantly, our patients.
Our patients are an integral part of our practice; without them, we won’t have a practice. We must communicate well with our dental team to have the best success possible as a team and benefit the patients. The workflow will work better when you communicate well.
We understand that there can be drama with our team: We spend most of our time with our team members rather than our own families. Drama happens with families occasionally; unfortunately, it also happens with our team members. It does happen, and sometimes, we as team members feel that patients don’t feel it or know.
Patients know when something is wrong with the team members. It starts when the patient checks in with the front team member.
As a team, our goal is to put patients first, the team second, and the self third. When we do this, we ensure an excellent patient experience.
We must have team agreements on how to handle any team upsets. Communication as a team is vital, and we need strategies to help handle emotions in this situation.
Acknowledgement, Listening, and Communication
The answer to having less drama among the team members is acknowledgment and communication. We need to address the issue and communicate.
First, the team members who are having the problem must communicate. If it doesn’t resolve with them, they need it to be addressed with the office manager. The office manager needs to communicate directly with the team members involved.
The next step is for all of them to speak in a private setting where they can communicate. We can’t assume what the other person is thinking about. We also need to listen and create action steps to move forward actively.
Listening is also part of communication; you must listen without being distracted by outside forces. We must listen and hear what the team members or patients are concerned about and don’t assume we know what they are worried about or the issue.
We also must clear our heads to remain neutral about the situation. We discuss it with the team members who are involved and do not take it anywhere else, which can create additional tension.
The Unhappy Patient
For the most part, we have patients who love our practice and are happy that we are part of their dental health team. But occasionally, we come across a patient who isn’t entirely happy.
What do we do?
We handle it as a team and make sure that we don’t put any blame on our team members. We need to listen to unhappy patients, and we need to communicate with them, too, without blaming them and ourselves.
If it is still unresolved, the owner and the dentist must speak with others and find out how to resolve the situation.
If the problem involves a patient and the conversation happens on the phone. What do you do?
If your front desk team member answers the phone, make sure they are calm and polite. We already know that the patient is not particularly happy with the situation. Let the business team members listen and be apologetic for how they feel.
We can listen and communicate effectively without blaming the team members. If the patient isn’t satisfied with the situation being handled by the phone, the team member can always say, “Let me or my office manager return your phone call, and we can further assist you.”
In conclusion, effective communication lies at the heart of success in the dental industry. It is the cornerstone for providing excellent patient care, fostering teamwork and collaboration among dental professionals, and resolving conflicts promptly and constructively. By prioritizing clear, respectful communication, dental practices can enhance patient satisfaction, build strong relationships, and maintain a professional reputation.
Moreover, active listening and empathy are essential skills for handling patient concerns and complaints, demonstrating a commitment to quality care and patient-centered service. Investing in communication skills and strategies empowers dental teams to deliver exceptional care and ensure positive patient and practice outcomes.
About the Author
Eileen Gonzalez, DAADOM
Eileen Gonzales, DAADOM, currently serves as the Office Manager at Ever Care Dental in New York City, bringing a wealth of experience inherited from her upbringing in her mother’s dental office. Graduating with distinction from St. Peter’s University with a Bachelor’s Degree in Business Management and Economics, she has pursued ongoing professional development as an active member of the American Association of Dental Office Management (AADOM) and the American Association of Clear Aligners (AACA).
Eileen’s dedication to excellence is evident in her attainment of AADOM’s Fellowship (FAADOM), Mastership (MAADOM), and Diplomate (DAADOM) distinctions, alongside her nomination for Practice Administrator of the Year (PAOY).
Beyond her professional achievements, she enjoys traveling, spending time with loved ones, and passionately supporting the New York Yankees while tuning into sports radio. In all pursuits, Eileen embodies a commitment to professionalism, expertise, and personal fulfillment.
