Creating Structure and Preparedness in the Dental Office: My Journey from Chaos to Compliance
Being an office manager involves juggling various responsibilities, from day-to-day operations to long-term planning.
One responsibility of being an office manager is to ensure all teams are prepared for emergencies. Dental offices may discover that their office lacks clear structure and outdated resources when it comes to emergency preparedness.
Picture an office manual that has not been updated in over a decade with outdated OSHA, HIPAA and employee policies. With no one person delegated to maintaining this valuable office resource it is easy to forget about.
Revamping Office Policies and Emergency Preparedness
The decision was made to address the outdated binders as a significant project. Despite anticipating the challenge, the level of commitment required was underestimated.
It was recommended to the doctor to acquire the most recent ADA guidelines and initiate a fresh start. This was approved, and the extensive work commenced. While OSHA and HIPAA compliance can appear overwhelming initially, understanding their structure and requirements simplified the creation of supporting systems.
Employee policies may not feel intense since they may be more personalized; however dental offices are a place of business and still need to make sure they have them in place.
While drafting these employee policies, consideration was given to the details of the emergency action plan. Although one was on file, the team’s preparedness to act on it was questioned. Often, employees read and sign these documents, only to forget the contents with time.
To test the plan, a mock drill was decided upon, with the doctor’s approval, keeping the team unaware of the details for realism. On the day of the drill, the call of “FIRE!” was made in the hallway. The team’s reaction was disorganized, highlighting a serious issue: the office was not ready to handle an emergency effectively.
Key Emergency Scenarios and Action Steps for Dental Offices
At a team meeting, all emergency plans can be reviewed together. Identifying scenarios requires a quick, coordinated response. Here are a few key actions to include in any plan:
- Fire: Establish clear evacuation routes, identify who will assist patients, designate a meeting area outside to account for everyone, and assign someone to check bathrooms and close doors to prevent smoke spread. Ensure fire evacuation signs are displayed throughout the office. Distinguish who will notify the fire department.
- Tornado: Identify a safe area in the office, ideally an interior room without windows, for sheltering. Assign team members to lead patients to safety and ensure someone checks restrooms and hallways.
- Active Shooter: Prepare a “run, hide, fight” plan based on local law enforcement guidance. Identify hiding spots within the office and discuss ways to protect patients. Rehearse a silent alert system for notifying authorities or communicating without drawing attention.
- Flood: Know the evacuation routes in case of rising water, especially in flood-prone areas. Prepare an emergency kit with essential items (first-aid supplies, flashlights, etc.) and designate someone to monitor weather alerts.
- Bomb Threat: Train the team on how to handle a bomb threat received over the phone, including keeping the caller on the line, asking questions, and noting details. Develop a plan for safely evacuating the building and contacting authorities.
Prioritizing Preparedness Through Training and Regular Review
Periodic mock drills should be run as part of the commitment to safety and preparedness. These exercises reinforce training and ensure that in a real emergency, swift and confident action can be taken.
A strong emergency action plan is crucial, but it is equally important to ensure everyone knows it and can execute it calmly under pressure.
If an office does not have a clear emergency action plan or there is uncertainty about the team’s preparedness, it is strongly encouraged to prioritize it.
Emergencies are unpredictable, but preparation can make all the difference. Reviewing emergency plans annually, especially with new team members or office layout changes, is essential. An effective emergency action plan involves ongoing training, testing, and refinement. Investing in preparedness protects both the team and patients, a goal everyone can support.
About the Author
Patricia Calhoun, MAADOM
Patricia “Trish” Calhoun has 23 years of dental experience, starting as a Certified Dental Assistant and advancing to Registered Dental Hygienist. After relocating to Florida, she transitioned into dental administration, becoming an Office Manager, where she leads her team and manages practice operations.
A lifetime member of AADOM, Trish holds a Master’s designation and serves as president of the NW Florida Dental Connection DPLN. She is committed to professional growth within her network and elevating the standards of dental office management in her community.
