Editor's note: Sheri Doniger's column, Dental Diaries, appears regularly on the DrBicuspid.com advice and opinion page, Second Opinion.
Picture this: You are right in the middle of a complex preparation, and all of a sudden the theme from Star Wars blasts out of nowhere. You are fairly certain your dental assistant did not change the audio feed into the treatment room, nor did your business manager install a new movie channel with surround sound.
After a few moments, a sense of enlightenment occurs: It's the patient's cell phone.
The procedure comes to a grinding halt (no pun intended). The patient fumbles in his pockets to find the offending device, finally retrieves it, and checks the caller ID. He gives the universal finger signal of "wait one minute" to you and, yes, answers the call. Amid gauze squares and cotton rolls, he manages to mumble, "I'm in the dental chair, can I call you back?" Of course, between the attempt at a dry field and the effective anesthetic, the person on the other end cannot understand what the patient said, so he tries to repeat it. Frustration mounts. Finally the call ends, the patient (sometimes) says he is sorry, and you are allowed to continue on with the procedure.
I don't get it. Why do patients do this while we are attempting to provide oral healthcare? We take great pride in not disturbing the patient/doctor appointment time. My business manager does not bother us with incoming phone calls or messages during treatment. There are elaborate light systems available to notify the office team of incoming patients, phone calls, or emergencies. So why do patients feel the need to chat with their friends and family, to carry on the business of their day, during dentistry?
Some patients are truly embarrassed -- they forgot to turn the phone off. Some have an important call coming from the office. Some are expecting confirmation of a lunch date or manicure. So don't get me wrong. I am a mother. My cell phone is on 24/7 (albeit on silent in at any medical appointment or business meeting). I am available at a moment's notice for my father, my children, or my husband (please note the priority -- my husband rarely calls). I understand the need to have your phone available if there is an emergency involving a loved one. But to take a call just to chat? I seriously don't understand.
I have seen several medical offices with signs posted "Please turn off your cell phones because it affects the specialized equipment in our office." Maybe we should come up with a snazzy sign: "Please leave cell phone with our business manager who will inform you if you have an emergency. We don't want to hear about your (lunch date) (legal criminal client) (travel plans), etc."
Yes, this is the time of instant communication. You can't walk down the street without seeing someone texting. Our patients are also texting in the chair. They don't need to answer the phone and talk, they either punch in the response without looking or (my favorite) with both of their hands up, blocking the operatory light and impeding progress of the restorative or preventive visit. And this is not a random situation. The Chicago Dental Society recently published the findings of a survey they conducted on this same issue. Again, where do we fall on the importance scale if patients feel the need to text during treatment? What's next -- Skyping from the dental chair?
I read a great article in Wired magazine a few months back (August 2009), "The New Rules: A scientific approach to 21st century predicaments." It said that texting is OK in the company of others, but if it is annoying to others around you (such as in a public place), then don't do it.
With the new technology and the need for instant contact, we may have to find a way to accept this behavior and work it to our advantage. Maybe texting a patient post-treatment to assess their status will become the new follow-up phone call. As long as they sign that HIPAA form stating they will accept all forms of communication, we may as well embrace it. But in the short run, a kind reminder to leave the cell phone on silent or in your briefcase/purse/appropriate pocket would be grand. After all, next time the interruption may not come at an opportune time.
Yes, it is a brave new world of technology. We may have to come up with new rules to guarantee the performance of dental treatment in peace and help our patients to be more considerate of our professional time.
Sheri Doniger, D.D.S., practices clinical dentistry in Lincolnwood, IL. She has served as an educator in several dental and dental hygiene programs, has been a consultant for a major dental benefit company, and has written for several dental publications. Most recently, she was the editor of Woman Dentist Journal and Woman Dentist eJournal. You can reach her at [email protected].
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