Chapters 1, 3-6, 8
When patients pay out of pocket in full...
allows patients to instruct their provider to refrain from sharing information about their treatment with their health plan
Maslow's Hierarchy of Needs
(level 1) Physiological Needs (level 2) Safety and Security (level 3) Relationships, Love and Affection (level 4) Self Esteem (level 5) Self Actualization
What people look for when searching for a dental office
*1.Investigation stage* •Looks name of dental practice, insurance coverage, advertisements, and reviews *2.Initial contact stage* •Observes how long it takes to answer the phone, telephone voice, questions answered with ease, patients name used correctly, and if their needs are identified and met *3.Confirmation of initial impression stage* •looks at office location, looks at appearance inside and outside of office, reception area, greeting, and time spent waiting. *4.Final decision stage* •The first visit, looks at communication skills, attitude, and professionalism
Classifying Organizational Conflict
1. Interorganizational (between 2 or more groups) 2.Intraorganizational (among the same group) •Intrapersonal •Interpersonal •Intragroup •Intergroup
Elements of the communication process
1.Sender 2.Message 3.Medium or channel •Chosen by the sender 4.Receiver 5.Feedback •Reaction by the receiver of the message
Education of an administrative assistant...
Applicants should acquire dental assisting and business skills through a training program.
CDT
Current Dental Terminology -HIPAA also states that all codes used to report treatment must be standardized.
Organizational Communication Channels
Formal downward v •(Policies, vision, goals, changes in rules and procedures, job designs, and performance appraisals) Upward ^ •(Feedback, requests for assistance, problem solving, and conflict resolution) Horizontal <-> •(Goal setting, defining of goals and roles, improving methods of maintaining working relations, gathering and processing of information, and sharing of day-to-day information) Informal •(Rumors, gossip, accurate information, inaccurate information, and sharing and helping)
Occupational Safety and Health Administration (OSHA)
Government agency within the U.S. Department of Labor
The HITECH Act
Health Information Technology for Economic and Clinical Health Widens the scope of privacy and security protections available under HIPAA, increases the potential legal liability for noncompliance, and provides for more enforcement
interpersonal communication
Interpersonal communication takes place when the sender and the receiver exchange information in real time. (communication can either be interpersonal or written) Examples: •patient <-> dental team •dental team <-> dental team -can be directional, organizational, professional, informational, personal •professional <->professional
Humanistic theory in the office
Learning about humanistic theory can be helpful in the office so we can better understand our patients' needs
NPI
National Provider Identifier Replaces the Social Security number, the Individual Tax ID number, and other identifiers
Patient's Rights
Patients want and demand to be treated in a professional manner. The California Dental Association has published a Patient's Bill of Rights. Examples of patient's rights •The right to schedule an appointment with your dentist in a timely manner •The right to see the dentist every time you receive dental treatment •The right to ask your dentist to explain all treatment options, regardless of coverage or cost
Health Insurance Portability and Accountability Act of 1996 (HIPAA)
Portability Accountability
PHI
Protected Health Information Gives patients rights to: •Access to medical records •Notice of privacy practices •Limits on use of personal medical information •Prohibition on marketing •Confidential communication •Means of filing formal complaints
Roger's Fully Functioning Person
Rogers believed that working toward the ideal self is a two-step process: -The first step is to improve the real self, -The second step is to modify the concept of the ideal self.
American Dental Association Principles of Ethics and Code of Professional Conduct
Section 1 - Principle: Patient Autonomy ("Self-Governance") •The dentist has a duty to respect the patient's rights to self-determination and confidentiality. Section 2 - Principle: Non-Maleficence ("Do No Harm") •The dentist has a duty to refrain from harming the patient. Section 3 - Principle: Beneficence ("Do Good") •The dentist has a duty to promote the patient's welfare. Section 4 - Principle: Justice ("Fairness") •The dentist has a duty to treat people fairly. Section 5 - Principle: Veracity ("Truthfulness") •The dentist has a duty to communicate truthfully.
Providing Outstanding Customer Service
Team strategies •Be available •Have a unique image •Show appreciation •Personalize •Listen •Set goals •Understand value Personal strategies •Acknowledge patients on arrival. •Answer calls within three rings, and greet with a smile. •Use the patient's name at least once each conversation. •Explain to patients what will happen next. •Identify verbal and nonverbal signals. •Listen actively. •Always honor confidentiality. •Always do what you say you will. •Thank patients on departure.
Difference between the Security Rule and the Privacy Rule?
The Security Rule addresses only PHI that is shared electronically, Privacy Rule covers PHI provided in oral, written, and electronic forms.)
dental practice procedural manual
The objective is to provide a reference for all team members. It provides each team member with specific details on practice goals, personnel procedures, business office procedures, and clinical procedures. Will talk about... •Mission Statement •Goals and objectives •Business office and clinical area procedures •General instructions •HIPAA Procedures •Personnel procedures
Staff meetings are usually held
in the medical office before or after patient care hours. AKA dental team huddle •What is a dental team huddle? (It is a short meeting at the beginning of the day to prepare dental healthcare team members for the day.) •What takes place during a dental team huddle? (Clinical charts are reviewed, and potentially difficult situations are identified.)
Who is in the Dental healthcare team?
•Administrative Dental Assistant -Office manager(oversees office) -Business manager -Receptionist -Insurance biller -Records manager(patient files) -Data processor(transfers from patient file to computer) -Bookkeeper(tracks incoming and outgoing money) -Appointment scheduler
Answering telephone
•Answer the telephone within *three rings*. •Identify the dental practice by name. •Identify yourself by name. •Speak clearly and convey a smile. •Use appropriate terminology. •Give the caller your full attention. •Use good listening skills. •Do not place the caller on hold. •Speak directly into the receiver. •Thank the caller. •Hang up after the caller does.
Educational requirements for Dental Assistant
•Chairside -Help dentist during patient treatment (e.g., pass instruments) -Perform intraoral duties assigned under the dentist's direct or indirect supervision -Perform adjunct duties •Expanded (extended) function -Complete duties as outlined by the state Dental Practice Act -Receive licensure or certification if required by state •Circulating (roving) -Perform varied duties (e.g., assist dentists, hygienists, or assistants; take dental radiographs) -Most likely be responsible for sterilization and infection control procedures?
Organizational Conflicts
•Constructive -Can be constructive when the conflict allows the dental team to grow, finding new solutions to problems and creating new ideas that would not have occurred otherwise. •Destructive -Can be destructive when there is mistrust among dental team and high stress among everyone. No solutions are being found, and the negativity affects everyone, including the patient
Active scripts
•Developing an active script creates a positive image and prevents misunderstanding. Scripting helps the staff to obtain answers to many questions by asking them in a logical, concise, and well-organized sequence. •What is important to do before a script is used? (Practice it until it becomes natural and normal.)
Responsibilities of the sender
•Formulate a message •Select the proper type of medium •Use an appropriate transfer method (interpersonal/written) •Understand the receiver and watch out for possible barriers • Listen to feedback (reaction of receiver) to ensure message was received and understood
Placing outgoing calls
•Gather all necessary documents. •Plan the call so that you will not be interrupted and provide privacy, if needed. •On a multi-line system, choose an open line before lifting the receiver. •Before dialing, check for a dial tone. •Dial the number correctly. •Know your party's extension. •Once connected, identify yourself and the practice and briefly state why you are calling. •At the close, *summarize the call*. •Verify the call has ended before hanging up.
Educational requirements for Dentist
•General requirements: -Complete 4 years undergraduate study -2 to 4 years postgraduate for specialty -Pass written and practical exams -DDS Doctor of Dental Surgery -or DMD Doctor of Dental Medicine •Role -Head of the dental healthcare team
Conflict Handling Styles
•Integrating (High concern for self and others/*collaborative*) •Obliging (Low concern for self and high concern for others/*accomodating*) •Dominating (High concern for self and low concern for others/*competing*) •Avoiding (Low concern for self and others/*suppression*) •Compromising (Intermediate in concern for self and others/*give and take*)
Legal Standards in the Dental Practice
•Licensure -Identifies those who meet minimum requirements and are qualified to practice •Registration -Form of licensure designed to protect the public •Certification -Condition of licensure in some states. Granted by the Dental Assisting National Board (DANB)
Responsibilities of the reciever
•Listen •Indicate an appropriate medium •Initiate feedback
Creating a Positive image
•Making a good first impression when the patient first learns about the dental practice up until the first appointment is important. •After the first appointment, creating a positive image can be maintained by... -Communicate the practice's vision and mission. -Give all patients a standard financial policy. -Clarify insurance information before providing treatment. -Tell patients about their treatments and keep them informed. -Keep patients informed of infection control or standard precautions. -Interpret patients' body language. -Treat patients as unique individuals.
Problem Solving
•Noncompliance •Complaints •Angry patients -Separate the person from the issue. Becoming personally involved and reacting negatively make you the loser and give control to the angry patient.
Organizational Communication types
•Personal •Organizational
Educational requirements for Dental Hygienist
•Requirements -Complete 2- to 4-year post-high school program -Pass written and practical exams •Role -Provide oral hygiene instruction and oral prophylaxis -Complete other duties as assigned -Administer local anesthesia , Apply pit and fissure sealant -Processing and evaluating rad -And performing all duties assigned to a dental assistant
Barriers to communication
•Semantics (change in meaning of word) •Jargon (specialized words and sayings specific to certain professions, such as PPE) •Credibility •Preconceived ideas •Emotions •Stereotyping •Noise •Conflicting interpretation
mediums of communication
•Verbal communication -spoken -written •Nonverbal communication -touch or proximity -facial expressions -body language -tone of voice
Organizational Communication Barriers
•Work overload •Filtering by level •Timing •Lack of trust and openness •Inappropriate span of control •Change •Rank and status •Electronic noise What is so bad about the existence of organizational barriers to communication? •These barriers create an undesirable environment for members of the dental healthcare team and the patients they serve. Stress resulting from poor communication is easily perceived by patients.
