Exceptional Dental Practice Management

Turbyfill Seminars at NuCraft Dental Arts

    Ok, so by now you must surely realize that I really enjoyed my time at Dr. Turbyfill's seminar at NuCraft Dental Arts.  Dr. Turbyfill is 76 years old now and full of energy.  He's part of an old guard of teaching dentists and he's a treasure.  If you want to take a removable prosthetic course, this is the one to take and NuCraft is the place to take it.  Click on the following link to check out the schedule for the next seminar. Download Schedule 2009

    As you can see from the group picture, this was a nice, happy group of people who had a wonderful time learning from a one of a kind instructor who has spent the last 50 years immersed in a career that he loves.

Professional, Career Dental Assistants

   

How do you help make your dental assistant a professional, career assistant?  How do you make sure she spends that career with you?  I think that any dentist who is lucky enough to have a great assistant will be interested in the answer to those questions.
     Like I said, I was at the Turbyfill denture course at NuCraft Dental Arts in Athens, GA the past few days.  What a great experience!  At one point, I was talking to a very nice young dentist and he said that his assistant was kind of jealous that she wasn't going with him to the course.  Ah Ha, I thought, he has an interested dental assistant.  That's the first step to having a professional career dental assistant (PCDA, from now on)...identify the interest.  He then went on to say that he thought she was going to leave assisting to go to hygiene school.  I asked him if he knew why and he said he thought she wanted more responsibility, respect and more earning power.  I asked him if he could try to find a way to give her that as an assistant.  Now, I'm not saying to throw money at her, I'm saying to find ways to give her more responsibility in the office so that she can be more productive and earn a higher salary.
    Most assistants really like assisting and only leave for hygiene because they percieve it to be more respected and more lucrative.  We can change that and keep more assistants where we need them, in dental assisting.  It's a two-way street though.  Dental assistants have to be serious about making assisting a respected position.  I would like to see mandatory certification to begin with.  I'd like to see that certification require a two year accredited program.  I'd like to see more self-policing and mentoring by experienced assistants.  We have to take responsibility for bringing more respect, responsibility and value to what we do.
    Dentists will need to be willing to look at assisting as a profession.  Most dentists who have a PCDA in their practice will tell you how valuable they are to them.  They are willing to pay them according to the value they bring to the practice.  Practices with PCDA's don't find as much immaturity and in-fighting among their staff, because the PCDA is doing what she enjoys and is committed to, and is appreciated by her boss and team members. 
    Whenever I hear or read about dysfunctional practices I wonder what happened.  Why would any member of the dental team be permitted to cause dysfunction?  Why wouldn't a dentist protect his or her investment and livlihood by insisting on professional staff members?  I think it's because there are few to be found sometimes.  When I hear about dental assistants who stir up trouble and try to avoid work, I wish they would just find something else to do.  They hold the rest of us back from being seen as PCDA's.  That keeps more serious minded people from considering dental assisting as a profession.   I think that years are spent, or wasted, dealing with nonsense and putting up with poor performance because, "that's the best I can find."  Developing PCDA's can have an enormous impact on making things better.
    In the end, the dentist I was talking to agreed that he might be able to make his assistant see the value in staying in the profession.  He is sending her to my course at the Florida National Convention in June to hear me talk about how assistants can function as Patient Care Coordinators.  He's opening his mind to other ways that she can bring more production to the practice.  He's probably going to bring her to the Turbyfill course the next time he goes.  He probably going to be working with her for a long time to come if he does all that.

A Good Dental Assistant

    Since dental assistant's recognition starts tomorrow, I want to talk about the traits and habits of a good dental assistant.  To begin with, she knows why she's in your office.  She's there to serve your patients, to make your day easier and to learn more every day.  You can help her learn more by talking about anything out of the ordinary that you are doing.  If she's a good dental  assistant she'll appreciate it and she won't be bored.   A good dental assistant is efficient while still being caring.  She organizes herself so that she gets her "behind the scenes work done" and has time to really listen to her patients. 
    When she listens to her patients it is with a desire to really hear their needs and feelings.  Then she knows how to best care for them and she can let the dentist and the rest of the team know what they need.  She makes room for new employees and sees other assistants as team members, not adversary's.  She wants to share what she knows with them because she knows it makes the team stronger, it doesn't weaken her position. 
    A good dental assistant lightens tense moments and lifts the mood of the practice.  She doesn't gossip, rather she redirects the conversation if she runs across it.    She cares about the practice and does what she can to keep it healthy in all respects.  She conducts herself with respect and can brush off a snappish remark and accept an apology for the remark with grace and move on. 
    She works steadily and doesn't worry about whose responsibility it is.  If it needs doing that's good enough for her.  She's thorough, she checks the chart and makes sure the patient has taken their pre-med, the right anesthetic is being used and the tooth you're about to extract is the one scheduled to be extracted.

     She makes your life easier.

    So, this week is set aside to recognize her.  Is a week a little excessive?  No, and here's why.  She doesn't expect anything big.  The ones who do are probably not the really good dental assistants.  That's kind of how you can tell.  She will be happy with a heartfelt note from you, telling her that you see what she does and you appreciate it.  That's the gift that keeps on giving.  At the end of a day when you may not have been your finest self, she can take it out and re-read it and know you just had a bad day.  You can buy her flowers or take her to lunch and she'll appreciate that, but nothing beats the note.

Dental Assistant Recognition Week

    Don't forget!  Next week is dental assistant recognition week.  Believe me, it means so much to your assistant if you do something to say, "I appreciate all you do."  They work hard and try to make your life easier, so show them that you notice.  You'll be happy you did.

The Good, The Unpleasant And The Wonderful

    Anyone who's been in the dental field long enough can tell you that there are many different levels of skills, work ethic, passion and dedication that team members bring to their positions.  Some are more desirable than others, but often dentists hang on to who they have because they at least know what they've got and are afraid the unknown may be worse.  Let's look at the different levels of dental assistants.
    The very basic beginner would be the office trained assistant.  I truly believe it takes a very special and patient person to train someone who comes to the practice with no knowledge of dentistry.  It also takes a person who has a strong desire to learn and who will put a lot into developing their skills if they are to be trained on the job.  When it works, it can be very satisfying to see someone come to love dental work and to make it their career.  on the other hand, when the person decides, after a period of time, that it's not for them it can be frustrating.
    Next would be the recent graduate from dental assisting school.  I've found there are generally two categories that these employees fall into.  The first is the know it all.  They've just graduated and feel like they are going to show everyone how great they are.  They come into an office and believe that the dentist will not be able to believe his good fortune in having acquired such a superstar.  In reality, they will turn everyone off and have a very difficult time.  With any luck, someone will pull them aside and let them know they need to tone it down.  If they're smart, they'll listen.  The other new grad will come into the office full of the desire to learn more and to find out how things are done in this office.  She'll work hard and do whatever needs to be done without complaining or whining.  The staff will love her and she'll feel lucky to be there at the same time that they're counting their blessings at having found her.  I know, because we've got the perfect example of this person on our team.
    Finally there is the veteran assistant.  She's got a lot of experience under her belt.  She loves the field and has made it her life's work.  But, wait a minute, you can have some doozies in this group, too.  The worst is the assistant who has become complacent and doesn't feel a need to learn new things or change the way anything is done.  Put her together with an eager new grad and you're going to have trouble.  She will undermine the younger team member at every turn and try to destroy her confidence.  She is threatened because she knows in her heart she hasn't kept up.  She's gotten comfortable with the status quo and doesn't want someone coming in and shaking up her cozy world.  Then there's God's gift to assisting.  She'll tell anyone who can stand to listen that she's got xx years of experience and that she is the best assistant that ever handed over an explorer.  She may very well be all that, but eventually she'll run off the mere mortals or the less conceited on the team.  Finally, there's the assistant who just loves what she does and never wants to stop learning and growing.  She shares her experience and knowledge with others and can sit back and let them shine.   She remembers how great it feels to  pack her first retraction cord, assist with her first difficult extraction or see a big cosmetic case through to completion.  She has  the confidence to stand back and enjoy watching a new assistant learn and grow. She shares in the pride of the team when things go well and looks for solutions to problems rather than complaining. 
    As assistants, we all have the power to choose which we will be.  Will you be the eager new employee who is grateful for a chance to work in a great practice, or will you be so impressed with yourself that the rest of the staff rolls their eyes every time you open your mouth?  Will you be a generous mentor and wise right hand to your boss or will you bulldoze anyone who dares to disrupt your queendom?  Your choice will determine your day to day life in the practice.  Consider the long term as much as the moment and do the right thing and you will be a great assistant.

She Deserved That Walk

 How's this for a bad week?  Monday I wrote about our new assistant Cady who lacerated her eye on a piece of bracket table paper.  She toughed it out and barely missed a beat.  That should be enough trouble for anyone for one week, right?  Not so fast.  She called me yesterday morning before work to let me know some bad news.  She was due to graduate from her dental assisting program at a technical college last night.  She was informed Wednesday evening that she won't be graduating.  It seems that the work she was submitting for an on-line computer course, was never received by the instructor. A whole semester of work. No one ever told Cady until two days before graduation so she's out of luck and doesn't get to be part of the ceremony. 
    I spent most of the day on the phone with administrators and instructors at the school begging them to at least let her be part of graduation and make up the course in the coming semester.  They wouldn't budge.  I asked why she wasn't contacted about her work not being received.  They said they don't do that.  Of course, the dental offices for rotation are expected to see to it that the students get to assist with a certain amount of a variety of procedures and we have to fill out paperwork and submit it by a designated time.  It seems like the people being paid by the college should have some expectations of them as well. 
    Here's the good news.  Cady showed her stuff.  She was upset and disappointed.  At one point an administrator told me that Cady would be allowed to graduate and we all breathed a sigh of relief.  Two hours later she was informed that she would not graduate after all.  Disappointment again, but Cady kept giving her care and concern to our patients.  They never knew there was anything but their welfare on her mind.  I called her yesterday to see if anything had changed and it hadn't, but she was still going to attend graduation to sit in the audience and cheer her fellow classmates on.  How's that for character?  I saw this quote from Aristotle and it fits this situation quite nicely:

Dignity consists not in possessing honors, but in the consciousness that we deserve them.

Aristotle
Greek critic, philosopher, physicist, & zoologist  (384 BC - 322 BC)

She deserves the honor, she knows it and she knows we know it.  If nothing else she showed character and dignity in her reactions to and her acceptance of the situation.  Once she knew the fight was over, she moved on.  It gave our team a chance to show our support for her.  The institution is the only one who comes out smelling bad in this.  They had a chance to do the right thing, but no one had the guts to challenge the system.
Cady will be just fine.  She is already a valued member of our team and we couldn't be happier to have her.  Her family will celebrate her achievement with or without a walk across a stage, but darn, she deserved that walk.

One Tough Assistant

    I can't help it.  I have to brag about our new assistant Cady today.  She was setting up an operatory and she lacerated her eye on a piece of bracket table paper.  I walked in to ask her something and noticed she had one eye closed.  When I asked if something was wrong she said, "I cut my eye on that paper."  She was actually going to keep trying to work as if nothing was wrong.  I immediately told our boss and after he looked at her I put her in the car and took her to his eye doctor.  The doctor took one look and said, "Oh boy, you've really done it."  She had a laceration that crossed diagonally over her cornea.  She was in severe pain and still was willing to come back to work and try.  I sent her home to try to rest and recover.
    Now, if that had been me I would have either fainted or thrown myself on the floor and wailed.  I'm a little dramatic sometimes.  She was absolutely stoic and held it together.  She's 18 and has more maturity than many twice her age.  I'm impressed and we are thrilled to have her on our team.  She just raised the bar on how to respond to an upsetting situation.  She's also caused me to insist that everyone wear safety glasses when setting up rooms.  I am really hoping that paper cuts to the eye only happen once in the lifetime of a practice because we've just met our quota.  I doubt anyone else could handle that with as little fuss as she did.  She's one tough assistant.

Welcome Ireland!

    I just received a wonderful e-mail from a woman named Mary in Ireland.  She works with the Irish Dental Nurses Association.  She had found this weblog and wants to link to it.  I took a look at their website and was impressed with what they are trying to do.  Just like dental assistants in the United States, they are trying to come together as a group to promote dental assisting as a profession.  As I read her e-mail I thought about how insular we become, not only as dental assistants, but as citizens of the world.  We really never think about assistants in other countries.  Sometimes, I bet we're even surprised to think that there are assistants in other countries.  One thing this weblog has let me see is that not only are there assistants world-wide, they also want to see what's going on everywhere.  They read this weblog.  I have readers from all parts of Europe including Poland and Italy.  I have some that I haven't quite figured out because I can't tell what language I've been translated into.  The point is, we're all more alike than we are different, but it would be fun to discover the differences.  I'd love to invite anyone who is reading this from outside the United States to click on comment and tell us more about yourself.  We'd love to hear about dental assisting in your country. 
    I do want to urge American Dental Assistants to consider becoming a member of the American Dental Assistants Association.  I also would like to encourage you to become certified through DANB.  A dentist that I admire personally and professionally and I were talking about the difference in hygienists salaries and assistants salaries.  I've never understood it because even though I highly value what a hygienist brings to a practice, I also value what a good, trained assistant brings.  I think that assistants have to understand a wide scope of dental procedures and can provide a great deal of education to their patients.  This dentist told me that the license of the hygienist is valued higher than the certification of the assistant because the hygienist cannot work without it, but the assistant can work without being certified and can even be trained on the job.  I feel it's time for professional assistants to take responsibility for their profession and press for mandatory certification and also for a two year assisting program that includes expanded duties and ends with a state or national test that results in licensing.  I would like to encourage dentists to promote this, as well.  It is not just a way to increase salaries, it is a way to increase respect for the profession and would keep assistants in the field longer.  It may also prevent turn-over in the position in practices which all adds to the productivity of the practice.  What do you think?

Dental Assistant Recognition Week

    Uh oh.  You didn't forget did you?  It's dental assistant recognition week.  I have heard and read some unusual responses to this.  People who hate to celebrate much seem to derisively roll their eyes and say, "Another holiday to make Hallmark rich."  Then you have the people who say, "Who's going to appreciate me?"  Thankfully there are some dentists, and hopefully most dentists, who are happy to have a chance to recognize the person they probably spend most of their waking hours with during the week. 
    Why should dental assistants deserve a week of recognition?  They are the people who get the least recognition from the patients.  Most patients will compliment the dentist on the great job he did.  Patients usually like getting their teeth cleaned and will effusively thank their hygienist.  Many times the assistant is looked at as an accessory.  Sure, the dentist could work with out her, but why would he want to?
    If you forgot, it's not too late.  Sit down now and draft a handwritten note detailing the things your assistant does that you appreciate.  Let her know she is an important part of your team.  It will mean more than any flowers or candy because she will probably save it and look at in the future.  On a day when you and she have had a disagreement, she may read it and remember that you're usually a pretty nice guy.  Showing appreciation is more effective than a raise.  It will make her work harder and feel happier doing it.  It costs nothing, but means so much.

Looks Like A Winner!

    I'm encouraged.  I've had a number of dental assisting students rotate through our practice in the last few years and haven't been very impressed.  That changed today.  18 year old Cady was a breath of fresh air.  She has the stuff I look for in an employee.  She is personable without being phony or pushy.  She is intelligent and really interested in dentistry.  She realizes she is with us to learn from us, not to show us how smart she is.  That, in itself, shows us how smart she is.  She was early, she was actually in her car waiting for us to arrive.  She was very neat and clean and didn't smell like cigarettes.  She helped out where she could and just blended right in. She was able to develop an easy rapport with patients and staff.  I like everything about her so far. 
    She's only 18 but she is far more mature than many 30 year olds that have come and gone.  I think it comes from inside.  I don't think she'll ever learn to act the way some of the employees that haven't worked out have behaved.  She will be an asset to whichever practice she chooses to join.  If she comes to work with us, she will be a pleasure to teach.  This is what I look for when I want to add someone to our team.  Someone who will aspire to rise to the level of professionalism and caring that we have achieved and who will continue to grow with us.  This is who every manager or owner wants on their team.  It will be an honor to help Cady begin her career in dental assisting.

Holiday Dental Conference

    I just got back from giving a presentation at the Holiday Dental Conference in Charlotte, NC.  What a great experience!  I must give credit to Shannon Pace, the editor of Contemporary Dental Assisting magazine.  The magazine ran a contest that asked dental assistants to submit a power point presentation related to dental assisting.  Four assistants were chosen to go to Charlotte and present their presentations at the conference.  I was a little anxious, I'll admit it, but it was a great opportunity.  Shannon was very helpful and everyone was so encouraging.  The audience couldn't have been more supportive and really seemed to enjoy the presentations. 
    I was happy to see that over 100 assistants attended the all day seminar and most came back after lunch.  When I asked how many assistants felt that assisting would be a lifelong career for them, almost every hand went up.  So, now it's up to us to keep increasing the effectiveness and professionalism that we bring to the dental practice.  Shannon has helped assistants make great strides toward this goal.  Go to the Contemporary Dental Assisting  magazine website and sign up for a free subscription. 
     Shannon is looking for assistants to write articles for the magazine.  As a matter of fact, my first article is being published in the November issue which will come out soon.  If you think you can't write an article, just think about something regarding dental assisting that you find interesting or that you know a lot about and write about it.  The magazine has people to help edit what you submit.  It's a great feeling to have something you create published so that it can be shared with others. 
    Shannon is a great trailblazer for all of us but we need to be behind her.  Get in there and be counted.  The magazine will run the same contest again next year.  Start thinking now about what you can enter and you could be writing and telling me what a great time you had.  If dental assisting is going to continue to grow and dental assistants want to have more responsibility, recognition and respect, we have to start with ourselves.  Be excited about what you do and spread it around.  You can't listen to Shannon and the people who work with her and not feel their love for and dedication to the profession of dental assisting and to dentistry in general.  Join us and make a difference and you'll see your own confidence and self-esteem increase and you in turn will make others see how many opportunities are out there for them if they want them.

What Makes An Outstanding Dental Assistant

    Outstanding dental assistants are in demand and are valued as if they were gold.  Dental assisting is an interesting and rewarding profession.  There is so much variety and challenge in any given day and so much to learn all the time. 
    If you listen to dentists, it seems like really good dental assistants are hard to come by.  I think we will see an increase in salaries and opportunities for great dental assistants.  With the introduction of Cerec into more practices and new corridors for service such as the patient care coordinator position that many practices are adopting, dental assistants will find themselves in greater demand than ever.  Are you prepared to meet the challenges?
    I get very disappointed when I hear some of the complaints that some dentists have against assistants.  A few lazy, greedy ones can make it hard for the dedicated, hard-working assistants to beat the bad rap they create.  Here are a few things that I think make the difference between an average assistant and a really top notch one.
    Let's start with appearance.  Always be neat and clean.  Hair must shine and be pulled away from the face if it is longer than shoulder length.  Fingernails must be groomed and clean and I would suggest only light pink or clear polish.  Leave jewelry at home except for some small pieces.  Ditto perfume.  Some patients are allergic and not everyone will like the same scent you do.  No visible tattoos.  I know, I'm so old-fashioned, but I'd rather not see them.  Make sure your uniforms fit well and are in good repair.  White shoes or sneakers are preferred.  Make sure your teeth look great.  You are a walking advertisement for your dentist.
    Now, let's move on to attitude.  Be friendly and happy.  If you don't feel that way on any given day, act like you do.  Don't tell patients your problems.  Smile and greet the patients like you've been waiting all day to see them.  Set reminders for yourself about their preferences and have what they like ready and waiting.  Don't let them wander around the back office unescorted.  If they need to use the bathroom walk them to it and wait in the area to walk them back.  If they're nervous try to help allay their fears.  Hold their hand if they need you to. Go out of your way from them and get pleasure from their enjoyment of what you do.   
    How are your skills?  Are you proud of them and do you try to keep increasing your abilities?  One of the biggest things I admire in a good dental assistant is the ability to anticipate what the dentist will need.  You can do that by thinking of the next step during every procedure.  Don't get caught in the trap of watching and forgetting to get the next instrument ready to deliver.  The dentist doesn't need an audience, he's needs two extra hands and someone who is thinking one step ahead of him.  Pay attention to detail and learn to read his mind.  You can do this by thinking about what you would want next if you were him and by watching and remembering his habits. Read journals and periodicals.  Get online and find free samples and new products to tell your dentist about.  Go to continuing education classes and pay attention.  Be organized; don't keep running out of the operatory to get a forgotten item.  Have everything you need ready to go.  Don't waste time or resources.  Don't allow supplies to go out of date on the shelf, keep a good inventory and rotate the stock.  Keep trying to find better ways to do things. 
    How do you get along with your co-workers?  Are you a true team player?  Are you willing to do whatever needs to be done whether it's part of your job description or not?  Do you give credit where it is due or are you a glory hog?  Do you partner with your co-workers so that together you can achieve more than either of you can alone? Do you share information so that they can shine too?  Are you pleasant and considerate or do you pout and sigh to show your irritation or dissatisfaction?  Can you overlook minor irritations?  If you have a problem with someone do you approach them and only them or do you run it through the gossip mill?  Does everybody love to see you coming and hate to see you leaving.  Do you have a good sense of humor, a kind heart and willing spirit?  Would you want to work with someone like you?  What is your definition of on time?  I hope it's five minutes early.   Please, don't watch the clock, just work until the job gets done properly and don't quibble about five or ten minutes.  The best dental workers realize that there will be times when procedures and emergencies cause you to work into lunch a little or stay a little late in the evening.  It's all part of the package.
    If you want to be an outstanding dental assistant you have to work at it.  As in everything in life, it's all about choices.  Be conscious about what you do.  Plan to be great and you will be.  Set goals that you can reach and upon reaching them set new ones.  Choose excellence.