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Professional Courtesy Thomas Giacobbi, DDS, FAGD Editorial Director, Dentaltown Magazine

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Speak, Listen, Succeed


Thomas Giacobbi, DDS, FAGD
Editorial Director,
Dentaltown Magazine
 Take the time to appreciate quality communication. It is the best thing you could do for the success of your practice. Every day we evaluate services based on the accuracy of their communications. Did the restaurant get your order right? Did the auto repair shop explain the repair and finish it as promised? When the appliance repairman came to your home, did he have all the details of your problem that you told the operator over the phone, or did you have to explain it to him all over again?

I recently had an appointment with a 73-year-old patient who was a former executive assistant with Motorola. For the purpose of this column, I'll refer to her as Betty. Betty pays attention to everything. She arrives at her appointments with file folders labeled "dentist" in her hand and she takes notes during our treatment discussions. While most of us get a bit of a stomachache when we see these potentially high-needs patients, it is also refreshing to work with someone who is really interested in understanding her dental needs.

Betty is the type of master communicator that any practice would love to have at their front desk. Her listening skills are second to none and she never misses a detail. Every practice struggles with the same issues: phone messages that are occasionally inaccurate, failure to follow up with patients in a timely manner, or miscommunication between the front and back office. Mastering these intra-office details is one half of your communication success equation.

The other half of that equation is doctor-patient communication, which brings us back to Betty. In addition to using the intra oral camera very frequently, I still like to make drawings on the instrument tray paper to further explain what I'm doing. Betty asked if she could keep the drawing after our conversation was finished. It wasn't a masterpiece by any means, so don't think it will end up on eBay, but I can be certain that my artwork has earned a permanent place in her dental folder.

Ask yourself if your communication with your patients leaves them with something to take home. Perhaps they don't leave with something tangible, like my illustration for Betty, but your patients should leave your office with a proper image of their problem and a basic understanding of the solution. As I mentioned earlier, the intraoral camera is indispensable to show cracks, broken teeth, decay and calculus.

Give yourself a "communication checkup" by answering the following questions:
  1. Do you return patient calls promptly?
  2. Are you making follow-up calls to patients that have not scheduled their treatment?
  3. Do you give patients an opportunity to ask questions during their visit?
  4. Are you taking the time to educate your patients in ways they can understand?
  5. Do you employ staff members who can communicate well with patients?
  6. Are treatment plans well organized and reviewed with patients before they leave your office?
  7. Can your patients reach you after hours if there is an emergency?
  8. Are you communicating with patients via e-mail?
  9. Do you conduct a morning huddle with your staff?
  10. Do you have an office Web site?
Communicating well is not an expense, it is a requirement. Take the time for introspection and look for opportunities to improve your current modes of communication with staff and patients. If communication is not your strong suit, you might consider hiring someone like Betty.

Having a problem with your practice? Is something about dentistry making you mad? Drop me a line: tom@dentaltown.com.
Dentaltown Magazine
September 2025
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