As teledentistry evolves beyond emergency triage, its most powerful—and overlooked—application is in the structured follow-up. A seamless video handoff from in-office care to home monitoring doesn't just happen; it requires deliberate, efficient protocols. This isn't about adding complexity to your day. It's about working smarter to improve outcomes, reduce unnecessary chair time, and keep patients engaged in their treatment between visits.
Why a Protocol—Not Just a Platform—Matters
Many practices invested in video technology out of necessity. The real return on that investment comes from standardizing its use. A clear protocol ensures consistency, so every team member—from the front desk to the clinical staff—understands their role and responsibilities. It manages patient expectations, fulfills documentation requirements for billing (such as using CPT code 9995 for synchronous encounters), and converts ad-hoc check-ins into a billable, high-value service stream.
Most importantly, evidence from other medical fields suggests that video is particularly well-suited for follow-up care, allowing for a visual assessment without the overhead of a full in-person appointment. This makes it ideal for the "handoff" period after a procedure when patients are home and most likely to have questions or concerns.
The Clinical Workflow: From Operatory to Home
1. Case Selection: The "When"
Not every procedure or patient is a perfect candidate for a video follow-up. Efficiency starts with proper case selection.
Ideal Cases for Video Follow-Up:
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Post-op Checks: Uncomplicated extractions, soft tissue healing, and post-surgical suture checks.
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Oral Hygiene Reinforcement: Reviewing Brushing and Flossing Techniques Following a Periodontal Diagnosis.
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Appliance Monitoring: Checking the fit, wear, and soft tissue response around night guards, retainers, or dentures.
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Limited Oral Evaluations: Problem-focused exams for a specific, non-acute issue like a minor canker sore or cheek bite.
When to Bring Them In: Stick to in-person visits for complex pain issues, suspected infections, emergencies like trauma, or any situation requiring radiographs.
2. The In-Office Handoff: The "What"
The handoff begins before the patient leaves the chair. This step is crucial for ensuring the success of the video visit.
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Prescribe the "Homework": Be specific. "I want you to use your phone to show me the healing site on Thursday. We'll see how it looks and make sure the swelling is going down."
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Set the Tech Expectations: Briefly explain the process. "You'll get a text with a link to our secure video room. Just click it a few minutes before your scheduled time. You don't need to download anything."
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Provide Visual Aids: For hygiene reinforcement, give patients a handout or send a digital link to a short video. For frequently asked questions, you could even use an AI video generator with Google VEO 3.1 feature to create a quick, personalized demonstration of the proper flossing technique. This gives patients a clear visual reference to practice before your video call
3. The Virtual Visit Script: The "How"
A simple structure keeps the video call clinical, efficient, and effective. Adapt this 5-7 minute script for a post-op check.
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Connection & Consent (1 min): "Good morning, Jane. Can you see and hear me clearly? As a reminder, this is a secure video call, but it's not private in the same way our office is. Are you okay to proceed?"
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Subjective Check-in (1-2 min): "How has the discomfort been on a scale of 1-10 since the procedure? Are the pain medications managing it effectively?"
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Objective Visual Assessment (2-3 min): "Great, now I need you to help me see the area. Can you slowly pull your cheek back like this? Try to get the surgical site in the center of your camera, with good light if possible." Guide them to get the right angle.
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Reinforcement & Next Steps (1-2 min): "The healing looks excellent—right on track. Your swelling has gone down significantly. Continue the soft diet for two more days, as we previously discussed. Our front desk will schedule your in-person recare visit in six months. Do you have any final questions for me?"
This structured approach ensures you gather the necessary clinical information without the call running overtime.
The Back-Office Engine: Scheduling, Billing & Documentation
The clinical protocol is only half the system. The back-office workflow must support it seamlessly.
1. Scheduling & Workflow Integration
Block out specific, short time slots (e.g., 10-15 minutes) in your practice management software for "Video Follow-Ups." This prevents them from disrupting the flow of longer in-person appointments and protects your clinical team's time.
2. Automated Patient Communication
Utilize your existing system to send automated SMS or email reminders that include the secure video link and clear, concise instructions. For phone-based reminders, consider using an AI voice generator to create a warm, natural-sounding message in your own voice, which can make reminders feel more personal and less automated. This simple step drastically reduces no-shows and prevents the front desk from being bogged down by tech support calls.
3. Billing & Coding Clarity
Document the medical necessity of the video visit in the patient's record. For these live, interactive sessions, the bill uses the appropriate code, typically D9995, for a synchronous teledentistry encounter.
4. EHR Integration for Seamless Documentation
If possible, use a platform that integrates with your EHR. The goal is to make documenting the video visit as simple as jotting a note in a chart, thereby avoiding the need for duplicate data entry and ensuring the patient record remains complete.
Key Takeaway: The future of teledentistry isn't just in replacing the initial exam; it's in redefining the continuity of care. By implementing a standardized video protocol for follow-ups, you create a safety net for your patients and an efficient, billable workflow for your practice. It’s the ultimate tool for ensuring the care that starts in your operatory is successfully completed in their home.