Dos and don'ts for case acceptance: Keep all team members on the same page

Every practice has its own philosophy, guidelines, and range of services. Role-playing with scripts familiarizes all team members with the specifics that make the practice unique. Staff members also learn how to answer a patient's questions, confident that they are reflecting the practice's position accurately.

Create a dental-knowledgeable team. Only a doctor or hygienist performs clinical services, but everyone on the team should be well-informed about oral health and practice services. This not only makes their work more meaningful but also contributes significantly to patients' positive feelings about the practice ... and about recommended treatments.

Don't allow conflicting staff opinions to confuse patients. You recommend treatment to patients for good reasons. Share your thinking with team members at morning meetings. Encourage questions so that everyone will understand and, in effect, agree with your professional judgment. This will prevent patients from hearing conflicting opinions from staff -- which could lead to uncertainty and case rejection.