Creating Magic in Pediatric Dentistry
If you have been in dentistry for a while, you have probably been told by a patient (or several), “I hate going to the dentist,” followed by a horror story of a dental experience they had when they were younger that left them with PTSD.
As managers and administrative or clinical team members, we all have a hand in helping patients feel comfortable during their visits. A great experience is essential for a patient’s long-term dental health and mental well-being.
I recently read Creating Magic by Lee Cockerell, who ran Walt Disney World Resort’s operations for over a decade. In his book, he revealed ten strategies for “creating magic” and how they can be applied to any business.
And what better book to read when you work in pediatric dentistry?
I can’t count how often people have said, “Working with kids is not for the faint of heart.” Sometimes, working with children (and, let’s be honest—adults, too) can be challenging; it can also be fun and rewarding.
While Cockerell’s leadership lessons contain many pearls, one resonated most: Create Magic Through Training. He discusses how training your people to look for magical moments and “Take 5s” is a way to give great service that becomes an unforgettable experience.
Take 5s are spontaneous, meaning the cast members at Disney can seize opportunities to do something special for their guests. These opportunities may not even take five minutes but as short as five seconds.
Interpersonal skills may come naturally for some of you, but they can be a challenge for others. But do not worry—with some role-playing scenarios (everyone’s favorite) and in-the-moment coaching, we can train and inspire our team members to “Take 5.”
Here are a few examples of how to implement this level of service in your practice.
Connect with Your Patients
Connecting with patients can be particularly relevant in children’s dentistry, where building trust and rapport with young patients is crucial for their comfort and cooperation during dental visits.
Our team members can take a few moments to engage with children personally before starting any dental procedure. This can involve asking about their favorite activities, toys, or characters and listening to their responses.
By showing genuine interest in a child’s interests and preferences, we can create a more relaxed and positive environment, easing any anxiety or fear the child may have about visiting the dentist.
I recently visited an office where I observed a child hiding under her mother’s chair because she was nervous. The dental assistant did her best to encourage the patient to get in the chair, but the child didn’t budge. After a few minutes of connecting with her about her favorite dolls, she confided in me that she didn’t like the retractors used at her last visit. Now that we knew what was making her nervous, the team could use a smaller, more comfortable retractor. She made it through the appointment and left smiling.
Explain Dental Procedures in a Child-Friendly Manner
Explaining dental procedures in a child-friendly manner can help alleviate apprehension or confusion. Using age-appropriate language and visual aids, such as models or pictures, makes the information more understandable and less intimidating. Additionally, allowing children to ask questions and express their concerns can empower them and make them feel more involved in their dental care.
Be Fully Present and Attentive
Being fully present and attentive means maintaining eye contact, using positive body language, and speaking calmly and reassuringly.
By giving patients your full attention and making them feel valued and respected, your team can establish trust and security, which are essential for a successful dental experience.
We never really know what type of environment the child lives in. The attention they receive in the office could be the most attention they receive, and it could profoundly impact them.
The Power of Small Gestures and Acts of Kindness
In pediatrics, small gestures and acts of kindness can involve offering stickers or small toys as rewards for good behavior, complimenting children on their bravery during dental procedures, or simply providing a comforting hand to hold during moments of discomfort.
Visiting the dentist on your birthday isn’t how most kids envision their special day. However, I witnessed a magical moment when a manager surprised a patient with a wrapped gift whose birthday happened to be the day of his appointment. The child was so excited, and the parents appreciated the kind gesture.
Imagine the transformative impact your team can have on patients. Focusing on their needs, concerns, and well-being fosters more robust relationships, leading to better outcomes and a more fulfilling experience for patients and our team.
So, I challenge everyone reading this to discuss with your team the importance of looking for or creating magical moments and the “Take 5” concept to connect with patients and make them feel valued and cared for. When we prioritize what matters most, our patients, we will always create a foundation of trust, comfort, and satisfaction.
About the Author
Chavelle Galton-Rice, FAADOM
Chavelle Galton-Rice has been committed to the dental industry for over 20 years. She aims to be a servant leader and difference-maker, empowering people to follow their dreams.
Chavelle has been a member of AADOM since 2015 and received her AADOM Fellowship in 2020.
She enjoys finding new creative outlets through various arts and crafts in her free time. As the opportunity presents itself, she loves traveling back home to Hawaii with her husband Chuck and their three children, Isabella, Joshua, and Jacob.
