A hand-off with three people up front —a hygienist, a patient, and the receptionist.
Click here to enlarge imageDuring this important debrief moment, you simply review everything that was completed for the benefit of your patient. Remind him or her of what the goals were as you began, what was achieved, and what is next.
An example of the debrief would be the hygienist reviewing the benefits (based on the patient's hot buttons and chief concerns) of two quads of SRP. The hygienist reviews the goal of eliminating all sites of infection as well as reminding the patient of the benefits of the medications used in the office.
Finally, he/she reviews the home-care techniques and medications to be used. And, very importantly, we ask if the patient has any questions about today's visit.
Finally, before the bib comes off, it is very important to remind the patient of further necessary treatment. Once again, using hygiene as an example, remind the patient that one-half of his/her mouth has now been treated, and it is imperative for total health to complete the other side, removing all of the infection still present. And ask if the patient has any questions about the next visit.
Once all questions are answered, only then can the bib come off and the patient be escorted by the hygienist or assistant to the front.
The hand-off
But wait, our perfect final impression is not yet complete. We still need to execute the perfect hand-off. Just like the quarterback has to hand off the ball perfectly into the gut of his running back, the hygienist and dental assistant have to complete the perfect hand-off with either the office receptionist or the financial advisor.
An example of a great hand-off from the hygienist to the receptionist after a six-month recare appointment would go something like this:
“Sally, Mrs. Hammerjaw and I just completed her six-month recare appointment. She has already scheduled her next six-month appointment with me. Mrs. Hammerjaw has two areas of concern — her upper right and lower left molar areas. We reviewed her home-care techniques and she is leaving with chlorhexidine for home use. I have reminded Mrs. Hammerjaw of the need to maintain her recare for her overall health, and I'll be anxious to see that those concern areas are healthier. Mrs. Hammerjaw, do you have any final questions for me before Sally handles your charges for today?“
The hand-off with the receptionist also empowers her to handle cancellation calls or rescheduling needs. The receptionist now has a clear understanding of the individual needs and concerns of the patient and hygienist (or dental assistant).
A lasting impression
The above examples of a perfectly executed debrief and hand-off will leave the patient with a warm and confident appreciation of the dental team's professionalism and care. So shine your shoes front and back, as everyone benefits from slowing down and leaving a positive, lasting final impression with the patient.
Peter Vanstrom, DDS, FAGD, serves as a dental expert for CNN and has published articles on topics ranging from cosmetics to current dental technologies. He has lectured throughout the United States, Canada, and Great Britain on oral cancer screening technology, periodontal care, stem cell technologies, and dental practice-management systems. His e-mail address is [email protected].