Navigating Challenges as a Manager When the Dentist Has a Serious Medical Concern
As a dental office manager, you’re responsible for ensuring the smooth operation of the practice, particularly in times of unexpected challenges.
One such challenge that can disrupt operations is when a dentist faces a serious medical concern. This can create a sense of uncertainty and stress for both staff and patients, especially when it is unexpected.
Last year, one of our dentists was unexpectedly diagnosed with a sporadic cancer. This diagnosis was devastating to our team and our patients. With so many unknowns, there were numerous challenges and hurdles to overcome in managing the office during this time.
Assess the Situation and Prioritize Communication
The first and most crucial step is to assess the dentist’s health situation. You’ll need to get a clear understanding of the severity of their condition, the expected timeline for their recovery, and any immediate needs they might have. Depending on the nature of the medical issue, the dentist may require time off or may still be able to continue working with specific accommodations.
Once you have all the facts, communication becomes crucial. This includes:
1. Internal Communication
Inform your team about the situation. Transparency is key, but it’s essential to maintain confidentiality about personal health details and not share too much information. As we all know, dental communities are small, and word can travel quickly outside the office.
2. Patient Communication
If the dentist needs to take time off, notify patients in advance of any cancellations or rescheduling. Ensure that patients are aware of the temporary situation and assure them that the quality of care will remain a priority.
If your state allows hygiene appointments to continue without a dentist in the office, communicate with them that the dentist is out for the day and schedule a time for them to return for radiographs and an exam.
3. External Communication
If the dentist’s absence may cause significant disruption, you might need to communicate with insurance companies and other vendors about any changes.
We were able to onboard an associate dentist, and I was able to communicate our situation to the insurance companies we are contracted with. With their support, they expedited the credentialing process for our new associate.
As a general office, we also reached out to our specialists, with whom we work closely, to let them know the situation and ask for their temporary support while our dentist was out of the office.
4. Create a Contingency Plan for Patient Care
The priority in any medical crisis is ensuring that patient care continues without interruption. In the dentist’s absence, it’s crucial to have a plan in place for managing ongoing patient needs.
5. Temporary Coverage
If the dentist is unable to work for an extended period, consider bringing in a temporary or locum dentist to cover shifts. This ensures that your patients receive the care they need while maintaining the office’s smooth operation.
We were already planning on bringing on an associate dentist, but this expedited our timeline. We were fortunate enough to have some time to interview several candidates as a team, ensuring we found one who was a good fit for our patients and our office culture.
If adding a full-time dentist is not possible, there were several we spoke with who were willing to help one or two days a week. Make sure all insurance claims are filed correctly with the treating provider if your office files claims on behalf of patients.
6. Rescheduling Appointments
For patients who can’t be seen during the dentist’s absence, work with your team to reschedule appointments. Prioritize patients with urgent needs, but don’t forget to reach out to everyone affected and offer flexible scheduling options. Communicate with a nearby office to see if they can accommodate emergencies during this time.
Careful Planning Can Help You Overcome
In times of uncertainty, the morale of your office staff is essential. Everyone in the office will be affected by the dentist’s medical issues, so it’s necessary to address any concerns and provide reassurance to your patients and team.
By remaining calm, organized, and communicative, you can navigate the challenge and ensure that patient care remains uninterrupted.
Ultimately, your leadership during such times will not only ensure the practice’s continued success but will also demonstrate your compassion and commitment to both your team and patients.
About the Author
Jessica Figueiredo, MAADOM
Jessica is a dedicated manager with a passion for excellence and a commitment to compassionate service. She played a pivotal role in growing her practice from a startup into a multi-million-dollar success in just a few short years. Her leadership, vision, and unwavering focus on patient experience have created a thriving dental practice known for its exceptional care.
In 2024, Jessica earned her fellowship with AADOM, and in 2025, she earned her mastership. She continues to expand her knowledge in dentistry and management.
