Periodontal Patient Requests Prophylaxis Phone Call
Periodontal patient requests prophylaxis. The dental front office team member answers these calls. A perio patient wants a healthier diagnosis.
And we understand that wish!
Disease is no fun. Periodontal disease is no fun. There are frequent trips to the dental office. And there is generally more cost. Time and money are two things we all want more of.
How Do We Manage This?
So, how does the dental front office team best manage this request? And what exactly is the role of the dental administrator?
That is what this article is about.
Because we need to keep their role in mind. And we must empower our administrators with guidance. Dental administrative training and support are essential for superior patient care.
Dental Administrative Training
Our dental office administrators are business assistants. Positive patient interaction is absolutely necessary. So, how do ensure these phone conversations go well? We lead the way!
Let’s talk about this as part of our administrative training. For it’s definitely a common dental patient request. Therefore, we need a script. And a bit of a road map!
Remember, our business assistants are not clinicians. And let’s discourage our administrators from giving medical advice.
The role of those answering the phone is to gather information. And to provide assistance. But is never to give medical advice that is not coming directly from a clinician.
Patient Management & Education
Step 1: Step into agreement with the patient. Maybe tell the patient that you understand. We want the patient to feel they are heard.
And we also want to empathize. Help the patient feel we are on their side. “I can certainly understand that, John” is one way to begin.
Step 2: Communicate limitations with the patient. This is where we explain that we are limited in our capacity to help the patient in this matter.
And to let them know we are not clinicians. “And I will help you with this. Would it be alright if I let Dr. Brown know of your phone call today? We will need his input on this.”
Periodontal Patient Requests Prophylaxis Steps
Step 3: Review the patient’s request with their dentist. Even if you have been at the dental front office for 15 years. Yes, let’s be sure the dentist provides the response.
Perhaps the dentist wishes to call the patient. Or the dentist may prefer to talk with them at an upcoming visit. And might even ask the hygienist to reach out to the patient.
Or perhaps will direct the administrative team member in a phone conversation back to the patient. But it’s the decision of the patient’s dentist here to manage their care.
Step 4: Make clear, concise chart notes of this patient conversation and follow-up. Follow the lead of the dental provider and their instruction. That’s it!
There is nothing more the business assistant can do. The role of the dental administrator is strictly administrative.
Although all team members must know what periodontal disease is, non-clinical team members have non-clinical roles.