RECORDS AND RECEPTION

The records and reception area (front desk) is a vital part of the dental treatment facility. To a very large extent, this department is directly responsible for the image of the dental service provided. It can determine how the patients view the dental service, its personnel, and the overall clinic operation. First impressions are critically important, and it is in this area of the clinic that patients most often have initial contact, either in person or by telephone. The basic functions of this area are to receive patients, decide their treatment eligibility, schedule dental appointments, and prepare and keep dental records.

COMMUNICATION

Communication skills that are efficient and effective is one of the most important parts of your job. You must be a good communicator with others. When communicating with patients, do not use technical terms, rather use simple laymen terms that the patient is familiar with and can understand. Avoid words that might upset or frighten the patient. The table below lists words to avoid, and suggestions for more appropriate words.

Be an effective listener, allow the patient to explain the problem. Don't jump to conclusions without examining all the facts. Take special care with patients who have hearing or speech disabilities. You should speak slowly, distinctly, and loud enough at the contact point to be heard easily. Eye contact is a must. If you are talking to a patient and looking at something else, this will relay to the patient that you are not giving them your attention in the communication.

Body Language

Body language is another important form of communication. It is nonverbal, but still can send messages to the patient. It includes how you carry yourself and move around the dental clinic. Gestures, facial expressions, posture, attitudes, and tone of your voice reflect your body language. If your patient is grasping the arms of the dental chair, this might be an indication that your patient may be tense. Facial expression, such as wincing of the eyes, are also indicators that your patient may be uncomfortable. When treating a patient, always watch for body language and let the dental officer know if you see anything peculiar. You should also be aware of your own body language. In the dental operatory, your mouth will be covered with a face mask and the patient will not see any expression from your mouth. If all of a sudden, you open your eyes too wide, this might send a message to the patient that something is wrong. Remember your patient usually is looking at you and the dentist when being treated. Pay attention to body language so you do not convey a negative reaction to your patient.

Telephone Courtesy

Other than face-to-face conversation, the telephone is the most frequent means of personal communication. In fact, it is one of the most important pieces of equipment in the clinic. All elements of desired human relations already covered apply to telephone conversation; however, since the person to whom you speak on the telephone cannot see you, this can lead to certain difficulties. Here are some general principles to remember that will be helpful in overcoming or preventing these difficulties:

When you speak on the telephone, you are representing the dental treatment facility (DTF). The opinion the patient has of the entire medical facility may often depend on this first telephone contact.

Use a sincere, pleasant, easy-to-understand voice. Since the person on the other end cannot see you smile, put a smile in your voice. Develop this habit to the point that you do it unconsciously.

Answer promptly. A good rule is try to answer by the third ring.

Be clear, concise, and accurate. Double check all specific information given or taken on the telephone. If you make the call, plan what you will say ahead of time. The other person's time is also valuable.

State your name, rank, and duty station, such as: "Naval Dental Clinic, Pensacola, DT3 Frost, May I help you?"

Know the local policies. ^{Most clinics have} certain limitations as to the information that can be given over the telephone. Be sure you know the policies and have all the necessary information at your finger tips, especially information about appointments.

Never diagnose on the telephone. Diagnosis is not your function. The patient, however, does not know your qualifications; if the information required by the caller is out of your area of responsibility, contact the proper authority or set up an appropriate appointment in accordance with local policies.

Never prescribe on the telephone (e.g., just take four aspirins and come to sick call). Obtain accurate information if the dentist is busy, and decide whether the nature of the call is administrative or professional.

Record calls. If the telephone message is for someone who is not available at the time, or if it requires information that needs further investigation, be certain that the information is accurately recorded. A convenient form (SF 63, Memorandum of Call) is available for this purpose.