Adopting New Ways of Doing Dental Business

Background

The COVID-19 pandemic introduced new challenges into the practice of dentistry. Previously dental practices were dealing with issues involving job security, infection control protocols, adverse financial situations, and others. Currently it’s difficult to recruit, train, and retain quality staff, with many workers choosing not to return or being displaced from work because of fear, school closures, or family care issues, among others. Finding good administrative support for the dental office has proved especially problematic. Faced with all these challenges, dental professionals have turned to technology and incorporated it into the dental practice in new ways.

Technologic Applications

Texting

Although pre-pandemic few dentists used the texting feature of phone service software systems regularly, today patients are often texted through these secure portals, and this practice expedites communication. In addition, the number of missed calls is reduced and patients who wait until the last minute to schedule appointments can be accommodated.

Texting software has also allowed practices to use the parking lot as a waiting room. Patients can be texted when it’s time for them to come in, text messaging can be used to offer new payment options, and team members can contact patients from anywhere in the office. All of this improves communication and helps to keep appointments on time.

Working from Home

When dental offices were required to limit appointments to emergencies or to close completely, many dentists found creative ways to offer services and continue communicating with patients. The front desk team members could be given laptops and phones, and, using a voice-over-internet protocol system, they could accomplish most of their functions remotely. Having a remote login service or a cloud-based dental operating system allows team members to be productive even outside of the dental facility’s 4 walls. It’s likely that dental offices, among other businesses, will continue to use remote administrative workers even after the pandemic.

Having fewer team members on site might continue as a practice pattern. This would mean that less space would need to be set aside for administrative duties. Instead it could be used for clinical space, which is more productive. It may also be possible to create a centralized call center for dental practices. These measures save money and can be more efficient. This may have positive effects on problems managing staffing shortages, having lower reimbursement schedules, and meeting higher overhead demands.

Using Digital Forms

Fewer individuals were allowed inside dental practices during the pandemic, and rules were set concerning social distancing, screening protocols, and risk of exposure issues. Most patients were required to come alone. Using software systems that included the ability to complete digital consent forms, health history updates, and treatment plans over phones or a sanitized office iPad allowed quick uploads of documentation and didn’t require printing or scanning. People could also wait in their cars outside and complete the check-in process. It’s likely that digital forms will persist beyond the pandemic.

Teledentistry

Teledentistry allows dentists to conduct postoperative evaluations, patient consultations, and treatment plan reviews as well as address questions while keeping everyone safe. Physical interaction will never be replaced entirely in dental care, but teledentistry will help reduce the number of in-office visits for discussions and not treatment delivery. During the pandemic, the cost of changing over a room between patients was about $50 to $75 per patient appointment, depending on the extent of the protocols required. For visits that don’t involve clinical production, including postoperative follow-up and consultations, this cost increases overhead and puts additional stress on the team. Teledentistry permits patient management from a location of the patient’s choosing, keeping overhead lower and allowing for greater patient satisfaction.

Consumers are increasingly comfortable with teledentistry, and the new CDT code updates for 2021 reflect this. Easing into teledentistry can be done by introducing online scheduling and digital communication platforms.

Clinical Significance.

Because the majority of dental practices operate at a local level, it’s easy to experiment with innovative technology and adaptations in administrative duties and adopt the things that move the practice of dentistry forward. Currently, dental practice management software service companies are serving as industry leaders in providing texting, for example, and improving communication with patients. As innovations continue to be made and adopted, the dental practice industry will see many benefits sparked by the pandemic that will help to navigate the future.