The ideal dental assistant
by Priya D. Kothari, DMD
originally published in Dental Economics,
November 2004
Reprinted by permission
The dental assistant plays a critical
role as a link between the patient and the dentist before, during, and
after treatment. The person in this position is a principal in the
successful delivery of treatment. What makes an ideal dental assistant?
How are strengths and weaknesses assessed? How do you identify gaps in
his or her performance? Finally, what actions can be taken to close those gaps?
Anticipation is a key factor for a dental assistant.
The ability of the dental assistant to anticipate the needs of the dentist
in any procedure—and to act promptly on them—will determine whether an office
will be able to increase its speed in treating patients without
compromising the quality of care. After all, efficiency is very important
in the practice of dentistry. Since dentistry is obviously a
customer-oriented business, it behooves all practice members to work as a
team. This will result in patients receiving high quality services with an
efficiency that allows an increase in overall productivity. The
quality of service the dental assistant provides—no matter what the
patient load per day—makes the difference between a mediocre practice
and an outstanding one.
Since dental assistants' various responsibilities are paramount in the success of the office, it is vital to have employees who
consider themselves to be career professionals. They must be willing to increase their knowledge through
continuing education, challenging opportunities, and involvement in
professional dental assisting organizations. Although responsibilities
will differ from practice to practice—and even within the practice—the
functions of a
dental assistant can be grouped into five sections. These
sections are based on the flow of activities in the typical dental office.
1) Prior to patient arrival
2) When the patient arrives
3) When the doctor arrives and treatment begins
4) When the patient is ready to leave
5) Always—a part of professionalism, ethics, and teamwork
A checklist has been designed and is presented below that will help you assess the skills needed
to for the average dental assistant to transform himself or herself into an outstanding contributor
in any practice. This checklist can be adapted and modified to suit the
policies and practices of any office.
Mark "yes" (Y) in the box to the left of each statement under each of the
five categories if they are followed diligently and performed regularly by
the assistant.
Mark "no" (N) if they are not. Check the "yes" score after completing the
checklist and recommend actions for improvement at the end.
1. Prior to patient arrival
• Patient's chart is readily available and in treatment room with X-rays
mounted for review.
• Treatment room should be set up for procedure to be performed with
appropriate armamentarium. (Check what treatment is planned for each visit
by reviewing the patient's chart ahead of time.)
Standard requirement: Personal protective equipment (PPE), high volume
evacuator (HVE), air/water syringe, basic instruments, high/slow-speed
handpieces, and burs.
Procedures: Amalgam/composite restorations, fixed and removable
prosthetics, root canal therapy, extractions, child prophies, scaling and
root-planing, and impressions.
• Ensure that personal appearance and treatment room appearance are presentable
and clean! Follow OSHA guidelines. Keep in mind that a health service is
being provided, and in order for the informed consumer to "buy" the
service, it is imperative to have cleanliness, neatness, and office
organization, and for the patient to perceive this. 2. When the patient arrives
• Inform patient and front desk if doctor is running behind schedule.
Invite patient into the operatory and make him or her comfortable. Confirm
that patient chart/X-rays correspond to the patient in the chair. Verify the
date of the patient's last visit, and note any changes in insurance
status.
• Update patient's medical history, take blood pressure if needed, and
review whether any premedication is required.
• If this is a new patient, take appropriate radiographs (e.g., FMX,
Panorex, four BWs, two PAs), as allowed by state law.
• If this is an emergency, ask patient for location of discomfort. Then,
take necessary X-rays as allowed by state law.
• If the procedure requires simple alginate impressions, have them ready
before the doctor arrives. 3. When the doctor arrives
• Use discretion! Discuss in private if there is anything you wish to
bring to the doctor's attention regarding the patient or treatment, prior
to beginning treatment.
• Use nonverbal communication with doctor in presence of patient (e.g.,
use eye or hand communication, jot down notes to each other).
• Anticipate next move in each procedure, and try to prepare for it.
• Pay attention to priority tasks — check with doctor (e.g., ask when to
pour impressions).
• Keep doctor informed to ensure that work in the operatory runs smoothly
and efficiently.
• Clean up and set up treatment rooms as required to maximize usage and
accommodate patients.
4. When the patient is ready to leave
• Help patient to look presentable—wipe face, offer a rinse, hand him or
her a mirror.
• Ensure that patient has after-hours office number and post-operative
instructions if there are questions or concerns regarding treatment.
• Mark down codes for services provided on the "router" and verify with
doctor.
• Check what work is planned for the next visit and make note of it in
chart and on the router.
• Verify doctor has documented treatment in patient chart.
• Break down room per standard procedure. (Follow OSHA Infection Control
Guidelines.)
5. Always — Professionalism, ethics, and teamwork • Out of courtesy and ethics, respect patient confidentiality.
Disrespecting it is a violation of a patient's privacy rights under HIPAA.
Do not leave patient chart open on counter, easily available for other
patients to read. Avoid gossiping with other personnel regarding the
patient's health.
• Respect provider confidentiality. Do not criticize another service
provider in the presence of a patient, even if the patient is a friend,
colleague or a fellow employee.
• Obtain doctor's permission before changing his or her schedule or
phoning patients directly regarding medical or treatment issues.
• Show up on time during scheduled office hours. Contact office
immediately in case of delays. Cultivate network and teamwork to provide
backup support.
• Discuss concerns openly with your doctor. Recognize where you need help
... and ask for it!
When you have completed the checklist, check the total points by counting
the "Yes" responses and refer to the chart above to determine what steps
should be taken to improve an assistant's performance. If the score is a
perfect 25, then the office has an ideal dental assistant who can probably
perform his or her duties blindfolded!
Above all, take initiative, anticipate, and follow up. Keep your doctor
informed. Be frank about what you can and cannot do. Spring no surprises.
Ask if you have questions or need clarification. Follow professional
ethics. You are now on your way to becoming an outstanding dental
assistant. Remember, this is a team effort and you are a major player in
providing superior quality service. The doctor cannot do it without you!
This article would not be complete without a word to the dentist. The
dentist as the head of the dental team must take an active role in
cultivating the ideal dental assistant. Without the involvement and
encouragement of the dentist, the practice will never have an ideal dental
assistant. Continuing education and membership in the American Dental
Assistants Association should always be part of an assistant's benefit package.
Remember to treat your dental assistants as you would want to be treated.
Dr. Priya Kothari graduated from the Boston University School of Dental
Medicine in 1997 and then completed an AEGD residency at the University of
Pennsylvania. Since then, she has been practicing general dentistry and has developed
a keen interest in improving office productivity and efficiency. She
currently practices in King of Prussia, Penn. She can be reached by e-mail
at priyadmd@yahoo.com.
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