BUILDING A THRIVING DENTAL PRACTICE MARY L. BERG, BS, RLATG, RVT, VTS (DENTISTRY)
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is essential and needs to be taken care of soon. The phrase: “The pet needs to have a professional dental cleaning, and it must be scheduled soon to prevent the infection from getting worse and risking tooth loss and systemic health problems” is more likely to get the procedure scheduled. Every patient, every time! An oral exam must be part of every checkup, regardless of the reason for the visit. Start early and set the stage for a lifetime of good dental health and an increased lifespan of the pet. The need for dentistry must be integrated into the practice philosophy and should become as routine as vaccines and heartworm control. The need for routine dental cleanings prevents disease, just like a vaccine. The dental procedures must also be done at the same level of perfection as all care in a practice. Team members and practice owners should commit to developing the skills and training of the staff to perform these procedures properly. It cannot be superficial. A dental cleaning procedure includes a thorough oral examination, radiographs, cleaning the crowns, and below the gumline and any treatments necessary. Do not be afraid to refer a patient for an advanced treatment, especially if it is out of the scope of the training at your practice. 2 HOW TO COMMUNICATE How we communicate is just as important as what we deliver. Using a relationship-based approach that allows for two-way communication is vital to success. Use open-ended questions and evaluate and validate the owner’s knowledge and concerns.
One way to gain client compliance is to change our vocabulary. Here are a few terms that should never be used and words that can be substituted to increase compliance with medical needs. Dental (dentals) This term doesn’t mean anything. It is an adjective to describe something, not a noun. The client doesn’t fully understand and may think it is only a tooth brushing. Replace this term with Professional Dental Cleaning, COHAT (Comprehensive Oral Health Assessment and Treatment), OAT (Oral Assessment and Treatment), ATP (Assessment and Treatment Plan), or Periodontal Therapy. Prophy Unfortunately, most dental procedures are not a prophylactic procedure but a treatment of the oral disease that is already present. Hopefully, some day we will be performing prophies on most of our patients. Periodontal Disease Many clients may not truly understand this term unless they have it themselves. Use ‘infection’ and ‘pain’ as clients understand these terms. Periodontal disease is an infection of the tissues surrounding the teeth and can be painful to our pets. Recommend Don’t say, “the doctor recommends a professional dental cleaning.” A recommendation is just a suggestion. Say instead – “Your pet needs a professional dental cleaning.” Replace should with need and could with must. Clients will understand that it
Remember, both of you share a common goal of keeping the pet as healthy as possible. Ask the owner what they already know about dental disease allowing the owner to be heard, and they may already have a knowledge base that engages them in the conversation. Conveying that information back to the owner to ensures them you were listening to them. Then ask if you could share more information that can help them better protect their pet, allowing you to educate the pet owner. Ask them to repeat the basics to ensure they have a good understanding of the information. A modified version of the dental chart can be on a dental report card for the client that will help them understand the problem areas and home care instructions for their pet. A section for diagnosis, treatment, home care, prescriptions, and follow-up visits should also be on this report card. Keep it simple and use bright, cheerful colors with clipart and before and after pictures on the take-home sheet.
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