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Teamwork and Patient Focus are in a Dental Office
Recent Example from a Dentist in the Detroit Metropolitan Area at the End of 2023:
Today, we want to share a story that highlights how crucial teamwork and patient focus are in a dental office. In this case, we will see how what initially seemed like a simple situation has brought to light a series of issues:
- The negligence of the dental hygienist,
- The attitude of the clinic owner, and
- The role of the parties involved in supporting the decisions of the office manager.
All of this can and will influence the patient’s perception and their future choice of where to receive dental care.
The Case of the Rebellious Hygienist:
It was the last day of the year in a Michigan dental office, and the atmosphere was lively.
“Let’s Serve Our Patients!”
A dental hygienist had just finished her patient’s treatment and still had paid time left in her shift. The office manager kindly asked her to accommodate another patient who was trying to get an appointment on that last day of the year. However, the hygienist responded with an emphatic but polite refusal, even though there was enough time to care for and serve this patient. This raised doubts about this team member’s commitment and responsibility toward the office’s patients.
Patient Priority:
A dental office must prioritize patient care above all else. Most staff members understand this. It means that the team must work together to ensure that each patient receives high-quality and prompt care. Patients appreciate quick service and dislike waiting, and who can blame them?
However, when a team member hesitates like this, patients may be pushed to the backburner, and in this case, they would have to wait until the next year for their treatment. What if their insurance benefits expire during that time? This is something patients should consider. Now, imagine if everything went smoothly, and that same patient was seen on the last day of the year, receiving their benefits for the entire year. Perhaps this patient’s family might have a different perception of the same office?
The Office Owner's Response:
What makes this story even more intriguing is the office owner’s reaction. Despite concerns about the hygienist’s attitude, the owner avoided taking direct action and addressing the situation personally with understanding, ensuring the patient was serviced.
Instead, the owner rushed off to serve another patient, and the initially neglected patient wasn’t seen, even though the office manager had requested the hygienist to attend to them. This can have long-term consequences for both the patient and the office. Perhaps the entire family will seek another office to meet their needs, even at the last minute, and recommend the same to their friends and relatives.
Supporting the Office Manager's Decisions:
Another aspect to consider is the role of the parties involved in supporting the decisions of the office manager. It is crucial that the team works together to ensure consistency, speed, and quality of care provided to patients. The authority and respect for decisions made by the manager can influence team cohesion. Should the owner step in when it concerns the office manager’s decisions and ensure things are going right?
In the above case, this would have likely made a significant difference. The hygienist might not have been happy, but the owner’s support for the office manager would have been evident, probably preventing a repeat of this situation in the office, at least with this hygienist. And if it did happen again? Well, that’s a topic for another article
In conclusion, this story highlights:
The importance of teamwork:
- The focus on patient care,
- The speed and quality of care delivery, and
- Support for the office manager's decisions in every dental office.
When these elements are overlooked, tensions may arise that could negatively impact the patient’s perception and their future choice of where to receive dental care. Keeping patient care and fast, quality service as the key focus in the office is an excellent starting point for every practice. Your thoughts and experiences could be the subject of a new article; share them in the comments
