Chairside 3: Hygiene Check with Susan

Patient-Care-Focused Hygiene Production

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. 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 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 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 appointment — repeating and reinforcing the state of Susan's oral health, including the conditions that require treatment. By the time the dentist explains her treatment options, Susan has already heard them and had time to prepare herself to make a decision.

Because of the good work done by everyone with Face-to-Face, Susan knows she can ask any question — about the procedure itself, her coverage, cost, or time — and get an answer she can trust. And because she has been treated with so much attention and concern for her comfort, she knows that despite whatever fears she may have about a needed treatment, she will continue to be cared for.

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, as part of the roster of loyal patients who make a practice sustainably successful.