CHAPTER 2 - TECHNICIAN ADMINISTRATION AND RESPONSIBILITIES

The efficient operation of a dental clinic depends upon its administration and its personnel. In this chapter we discuss some of the administrative responsibilities that a basic dental assistant is expected to perform. Such duties include:

Performing as a dental receptionist

Performing as a dental assistant in a clerical assignment

Answering the telephone

Receiving patients entering the dental clinic

Preparing and maintaining files and dental treatment records

Assisting patients in completing dental treatment forms

Maintaining central dental appointment desk operations

Maintaining dental recall

Maintaining the call list system

Other duties could involve the use of a computer to enter patient and dental information to update records or to generate required dental reports and correspondence and to keep track of dental supplies and equipment for your command.

To perform the above duties, you must develop good communication skills. You will be required to receive, record, and relay information to others. You should be able to express yourself clearly and listen effectively.

PATIENT MANAGEMENT

As a health care provider, you will be assisting patients coming into the dental clinic for treatment. The most important aspect of dental care that your patients receive is quality dental care. You must always ask yourself the following questions concerning the care you give:

Was the care competent?

Was the care effective?

Was it of the highest quality?

Remember, as a member of the Navy and the dental health team, your commitment to professional excellence should always be your primary goal.

PATIENT CONTACT POINT

Patient contact is when two people interact, one requesting a service and the other providing the service. Three factors are involved at this contact point:

The health care provider

The physical spaces in the dental clinic The patient

The Patient

The most important concern is the patient. The receptionist is the first person in the dental clinic to come in contact with the patient. First impressions are lasting impressions and affect our attitude. They also affect the patient's attitude. If the first impression is favorable, there is a good chance that the patient's attitude will be positive. No two patients are the same. Each patient is cared for individually. Most of your patients have been treated at dental clinics before and will exhibit normal behavior. They are on time for the appointments and are cooperative during each treatment. On the other hand, there are patients who look at a visit to the dentist as an unpleasant experience. This behavior or attitude may have come from various factors that include:

Previous dental care received

Current situations in life outside the dental clinic

Anxieties, stress, tension, conflicts

Fear of pain

Being dental phobic (an overwhelming feeling of panic and terror)

The dental officer and you, as the assistant, must always be aware of the patient's responses. Be

prepared to deal with these negative feelings and work to put the patient at ease.

The Health Care Provider

The second factor in the contact point is the health care provider. Your appearance, attitude, and behavior will influence the patient's attitude and the ultimate outcome of the dental visit. You must always recognize your obligation to give the best care that you are capable of giving to every patient you see. This care must reflect a belief in the worth and dignity of every patient as a human being. Courteous, efficient, attention to detail, and conscientious service are the mark of an outstanding Dental Technician. Respect for patients' right to privacy must always be honored, particularly when it involves privileged information to you. Such information should never be repeated to any unauthorized person. Your patients' welfare is of the utmost importance.

Physical Spaces

The third factor at the contact point is physical spaces of the dental clinic. Always keep all areas clean, comfortable, and pleasantly decorated. Reception areas should be supplied with current literature and recorded music or a television. This will help a patient to relax.