Preparing for the Unexpected: Are Your SOPs in Order?

We all like to feel that nothing will ever happen to us (and hopefully it won’t!), and we believe all the ground is covered all the time. Until we don’t and when no one knows what to do in our unexpected absence or honestly in the absence of any role in the office. How can you help your team be prepared just in case?

One way is always to be looking to train your replacement and to cross-train across the practice.

While sometimes this feels threatening, it really shouldn’t! As the pack’s leader, you have abundant knowledge to share with those around you. As office leaders, we always want to see those around us grow; part of our role is to help them do so.

Those around you also have the knowledge to be shared to cross-train your team to be the very best and to be able to operate at the highest level, even when a team member needs to be out of the office, whether planned or unplanned.

Setting the Office Up for Success

Other than cross-training across the board, writing your Standard Operating Procedures, or SOPs for short, is the best way to be prepared. These are critical facts for the entire office and not just your role. When you look at the procedures in your office, start with the tasks that you think “everyone just knows.” We never want to assume that those around us know even the simple things. Let’s start with answering the phone: What is the expectation?

Do you answer,

“Thank you for calling The Dental Practice. This is Cindy. How may I help you?”

or do you have other preferred verbiage? Whatever your method, write the SOP.

It is too easy to take for granted that the team would “know” things if you or others are unexpectedly out. There is no such thing as being too detailed. You may also find that writing an SOP for one thing leads you to discover that you need one for something else.

 Think of it in this way when putting them together:

If someone walked into the office and needed to do this task, does this explain the task in such a way that even with no prior knowledge, the person could complete the task? 

Plan and consider creating SOPs for the following:

1. Conducting Morning Huddle: There are many ways to do this, whether you have your template or use one from one of the many excellent dental consultants!
2. Scheduling an Appointment: Write the protocol for each visit type (new patient, recare, operative, etc.)
3. Checking a Patient In/Out: What paperwork is needed? Insurance and ID? 
4. Cancellation/No-Show Protocol: Is there a fee for same-day cancellations or no-shows? How many no-shows before dismissal?
5. Taking an X-ray: Start to finish for all types.
6. How to Chart a Patient Visit: Details, details, details.
7. Handling Patient Complaints: What are the steps to de-escalate?
8. Sensor/X-ray Troubleshooting: Where do you start? Turning machines on/off or unplugging and replugging?
9. Ordering Nitrous/Oxygen: Are you on a set schedule? What do you do when you need it ASAP? 
10. IT Needs/Software Issues: Things to troubleshoot before making a call and who to call when you can’t figure it out.
11. Equipment Repair: Who do you use for each type of need?
12. Supply Ordering/Vendor Listing: Do you order from a vendor or use a company like Torch?
13. Payment Posting: Patient and insurance payments.
14. Outside Referrals: What practices do you refer to, and how are the referrals sent?
15. Clinical Checkoffs: Daily, weekly, monthly (include how to complete the tasks).
16. Proper Room Stocking: List what is needed in every room (hygiene, operative, etc.).
17. Cleaning and Sterilizing Clinical Areas After Patient Care: Step by step guide.
18. Sending Out/Tracking Lab Cases: Who do you use for different needs? What is the time frame for expecting cases back in? List contact information for all labs used. 

Now that you know what SOPs may be required, the next question is how I write them. Here are things that you should consider including:

1. Title of the task
2. Who is responsible for completing the task?
3. When/how often is the task completed?
4. Where is it performed? 
5. What supplies are needed to complete the task?
6. What qualifications or training may be required to complete the task?
7. Are there forms that may be necessary?
8. Create a step-by-step guide, including pictures or videos of the task.

 

The list of SOPs that can be written for your practice can be endless! The goal is genuine preparedness for any event or absence in the practice. Give your team the gift of being ready for anything thrown their way! 

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About the Author

 

Tamela Jones, MAADOM

Tamela started her dental journey in December 1989. She is a Missouri native and has been a member of AADOM since 2017.  Tamela received her AADOM Master Distinction in 2022 and is pursuing her AADOM Diplomate Distinction.  She loves to cook and read in her downtime, but when she is not in the office, she truly enjoys farming with her husband of 12 years. She and her husband share 4 children and are grandparents to Ryker who is the light of their life.