Chairside 3: Hygiene Check with Susan

Docs: Prep for Your Day

After watching Kat's hygiene leg of the relay, here's Dr. Bob MacInnis doing the dentist's part. As you see, it's a collaborative effort. One of our patients, Susan has been prepared all throughout the appointment to understand that everyone in the building has her best interest in mind and wants her to be and feel comfortable and cared for. After Dr. MacInnis enters and immediately connects with Susan eye-to-eye and knee-to-knee, Kat delivers the three-line-handoff and presents the intraoral pictures and radiography. Because Susan has already seen these images herself, she knows what the Doctor is looking at behind her head and doesn't feel uncomfortable, out of the loop, or "talked about." As Bob continues his hygiene check, Kat and Marnie make sure he is aware of everything uncovered during the rest of the appointment, repeating and reinforcing the state of Susan's oral health, including the conditions that require treatment so that when the dentist explains her treatment options, she has already heard them and had time to prepare herself to make a decision. Because of the good work done by all with Face-to-face, Susan knows she can ask any question, whether about the procedure itself, her coverage, cost, or time impacts and get an answer she can trust. Because she has been treated with so much attention and concern for her comfort, Susan knows that, despite whatever fears she may have about a needed treatment, she will continue to be cared for and made comfortable. This perspective shift is an all too often neglected part of a positive patient experience. Making it easy for patients to come back to your practice time and time again, year after year, as part of the roster of regular patients who make our practice sustainably successful.