Etiquette behavior

ettiqutte management in dentistry

1. ETIQUETTE & BEHAVIOR Dr Vasundhara V Naik Consultant Endodontist

2. WHAT IS ETIQUETTE..??? “ The forms , manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life.” “ Rules governing socially acceptable behavior”

3. NEED OF ETIQUETTE To be proper and respectful in multiple scenarios Makes you a cultured individual  Teaches you the way to talk  To create an everlasting first impression

4. PERSONAL ETIQUETTES Personal Hygiene Skin Hair Hands Nails Tooth Feet Shoes Uniform Jewellery Mind & Soul Thoughts Habits Character Attitudes Postures Standing Talking while standing Impatience Sitting in Group s  

5. PERSONAL ETIQUETTES   Dress Codes- Informal & Formal Simplicity Accessories Dressing for Occasions

6. OFFICE ETIQUETTE Office Codes Behavior Rules & Regulations Policies & Principles Regularity / Punctuality Organizing your day Uniform / Dress Codes Reporting for duty Greetings

7. Be punctual Avoid annoying habits Practice teamwork Discourage personal office visitors Do not use strong perfume or cologne Do not wear noisy jewellery Be tactful with rude Treat a person the way you wanted to be treated

8. DENTAL FRONT OFFICE TRAINING

9. The Front desk is the most widely seen part of a dental practice and patients are likely to interact more with them than with the doctors and hygiene team.

10. Increased Productivity A Front office plays a crucial role in the success of the dental practice. As dentistry is the heart of the business, their front office is its face. Through proper training, they properly maintain the records of the patients and take your practice to the next level through acquired skills .

11. Great Customer Service Training front office staff enables them to provide top notch customer service to your clients. They will be able to handle patient calls professionally and solve any questions that arise.

12. TELEPHONE ETIQUETTE   Be polite, pleasant and courteous when answering the telephone Answer promptly any telephone that rings in the office

13. The first phone call It is the first physical contact ,the patient has with our personnel and our office and therefore an aura of pleasantness and concern must be established. Can be of two types in nature Typical phone call Emergency phone call e.g.. Fracture of teeth, traumatic injury

14. Receptionist is the person who makes the first office contact on phone, so these most important auxillaries should have following qualifications;- Dental auxillaries experience Good telephone voice Physical appearance - according to what our patient will accept and be pleased with.

15. Therefore a receptionist should be trained for the following Phone must be answered promptly. Answer with pleasant and concerned voice. A monotone should be used. Listen carefully and obtain all the information before closing the conversation. Never discuss fee or financial arrangements over the phone. Always close the conversation in a pleasant and concerned manner. 

16. PHASES OF PROFESSIONAL CALL Phase 5 - Close the call (Summarize) Phase 4 - Provide Solutions, Alternatives or Information Phase 3 - Collecting/ Verifying of Information (Paraphrase) Phase 2 - Building Rapport & Identifying Need (Question) Phase 1 - Opening the Call (Greeting & Introduction)

17. SOCIAL ETIQUETTE Become genuinely interested in other people Smile Begin in a friendly way Be a good listener Encourage others to talk about themselves Talk in terms of the other other’s interest Make the other person feel important - and do it sincerely. Avoid argument Show respect to other’s opinion

18. Dress code

19. Overall Guidelines That Apply To Everyone: No gum chewing . No food or drink visible to the patient . No piercings (except earrings) or tattoos visible. No acrylic nails – or nails longer than ¼ inch – neutral nail color . No bracelets.

20. Grooming Clean shaven or facial hair tightly groomed. Men should have the back of their neck shaved regularly. Professional scaling with your hygienist every 6 months. Clothes pressed and cleaned . Uniforms, clothes to be well fitted and cleaned. Name tags worn at all times and on the upper right hand chest area . No excessive hair ornaments. No sleeveless tops. Scrubs should not be worn outside the office for any reason. Scrubs worn by men MUST be accompanied by a round necked T-shirt.

21. Minimal jewellery, no large hoops or long dangly earrings . No bracelets or more than one ring per hand. Conservative makeup should be worn No heavy lip liner or bright colored lipstick. Earth tone eye shadow with conservative eye liner is best . Long hair worn up is considered more professional than hair worn down, as long as it has a very polished look to it.

22. Characteristics of a Professional Dental Assistant Good grooming Good health Appropriate dress Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

23. Professional Appearance Clean, pressed uniform Clean shoes Hair pulled back or up and out of the face Minimal jewelry Fingernails clean and short Good hygiene Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

24. Fig. 2-2 Dental assistants in professional attire for chairside procedures. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

25. Teamwork T ogether E veryone A ccomplishes M ore Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

26. Responsibility and Initiative Arrive on time and don’t leave early. Volunteer to help other staff members. Be willing to learn. Find things to do. Never discuss personal problems with patients or other staff members. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

27. Confidentiality Everything that is said in a dental office must remain confidential. Breaches of confidentiality can result in lawsuits against all involved. Never reveal any information about patients. Never discuss patients outside the office. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

28. Review Your Personal Qualities How do I interact with patients? Am I friendly? Do I have a pleasant attitude? Do I listen more than I talk? Am I courteous? Am I considerate, respectful, and kind? Do I control my temper? Do I try to see the other person’s point of view? (Cont’d) Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

29. Review Your Personal Qualities (Cont’d) Am I responsible? Am I dependable? Am I attentive to details? Am I calm in an emergency? Am I responsible for my own actions? Do I tend to blame others or find fault with others? Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

30. Responsibilities of the Chairside Dental Assistant Primary responsibilities in this role include but are not limited to: Seating and preparing for patients Instituting infection-control procedures Mixing and passing dental materials Assisting the dentist during procedures Ensuring patient comfort Exposing and processing radiographs Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

31. Roles of the Chairside Assistant Pouring and trimming models and performing other laboratory procedures Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

32. THANK YOU