Developing clear and concise office policies now will save time, money and aggravation in the future. This chapter outlines some basic office policies and procedures you may want to implement. This chapter is by no means exhaustive, and you may wish to consult an attorney to discuss your own personal office policies and procedures.

Employee Welcome

The first section of your employee policy manual may include a welcome to the new employee, a description of the employee policy manual, and a mission statement for your practice. This chapter provides sample text for each of these topics, and more.

A “welcome breakfast,” a tour of the office, an invitation to lunch, and words of welcome from each staff member are just some ideas to help your new employee feel like a part of the team.

FIGURE 2.1

Manual Introduction and Description

A brief introduction of the employee policy manual is a good place to state the manual’s purpose, scope and limitations.

FIGURE 2.2

Practice History and Description

Providing a brief history or overview of your dental practice in the employee policy manual can help your employees feel more like a part of your team — even if they weren’t there from the very beginning.

Practice histories come in various styles and lengths. Yours can be as general or as personal as you would like it to be. The most important aspect is to highlight the key events and accomplishments of your practice in clear, simple language. You may even consider posting this history on your practice website.

Here is a sample practice history:

FIGURE 2.3

Mission Statement

A mission statement is a “thumbnail sketch” of your practice. It directs team members toward the same philosophy, vision and purpose for the practice. In writing one for your practice, think about the following questions:

• What are the primary goals of your practice?

• What about your practice is different from other practices in the area?

• What aspect of your practice makes you most proud?

As with practice histories, mission statements can be brief and to the point, or longer and more detailed. Below is a sample mission statement:

FIGURE 2.4

Diversity

The diversity of the American population continues to increase. Chances are that your patients and your employees are also more culturally diverse. Your dental office environment should embrace the commitment to honor diversity, for cross-cultural communication is more important now than ever.

SAMPLE POLICY #1

DIVERSITY

This practice values cultural diversity and other differences. It fosters an environment in which our dental team can work together to achieve organizational goals. We also recognize each team member’s unique developmental needs and provide opportunities that maximize each employee’s capabilities. This practice does not tolerate discrimination, and employment and promotional decisions will not be based on race, sex, sexual orientation, age, religion or other protected characteristics.

Nondiscrimination/Equal Opportunity Employment

Discrimination is against the law. It is every staff member’s responsibility to maintain a fair and tolerant work environment, and to comply with the appropriate local, state, and federal laws.

SAMPLE POLICY #2

NONDISCRIMINATION/EQUAL OPPORTUNITY EMPLOYMENT

This practice prohibits discrimination against patients, employees, and employment applicants on the bases of race, color, national origin, age, disability, sex, gender identity, religion, political beliefs, marital status, familial or parental status, sexual orientation, military or veteran status, genetic information, or any other characteristic protected under local, state, or federal law.

This practice is an equal opportunity employer in all its activities, including, but not limited to, recruitment, hiring, compensation, promotion, and termination. We provide equal employment opportunities to all employees and applicants for employment. We comply with local, state and federal laws that govern nondiscrimination. Not adhering to nondiscrimination policies may result in discipline up to and including termination.

Employees with Disabilities

You may wish to include a policy regarding employees with disabilities and reasonable accommodation. More detailed information on the Americans with Disabilities Act, including what you can and cannot ask in interviews, as well as examples of reasonable accommodation, is presented later in this chapter.

SAMPLE POLICY #3

EMPLOYEES WITH DISABILITIES

This practice prohibits discrimination against employees with disabilities in all its activities, including, but not limited to, recruitment, hiring, compensation, promotion, and termination. We comply with the Americans with Disabilities Act (or its state or local equivalent) and will attempt to accommodate reasonable accommodation requests. Reasonable accommodation is defined by the Americans with Disabilities Act to include “modifications or adjustments to a job application process, work environment or the manner in which a job is performed that enable a qualified individual with a disability to be considered for or able to perform the job.” If you feel you have experienced discrimination, would like to request a reasonable accommodation, or have questions regarding the Americans with Disability Act, contact the office manager.

Acknowledgement of Receipt

It is important to document that each employee has had the opportunity to read and ask questions about the employee policy manual. After providing a copy of the manual to each employee, have them sign and return an acknowledgement of receipt to you. Keep the signed form in the employee’s file. (See Figure 2.5).

After providing a copy of the manual to each employee, have them sign and return an acknowledgement of receipt to you. Keep the signed form in the employee’s file.

FIGURE 2.5 SAMPLE ACKNOWLEDGEMENT OF RECEIPT

Office Schedule

An office schedule gives every employee an overview of the hours of the practice, whether the team member is full-time or part-time. It also helps eliminate misunderstanding about scheduling, reducing late attendance and overtime. Be sure that employees are aware that they must adhere to the schedule, even when there are no patients in the office. Many software programs assist with office scheduling and can be helpful when developing your policy.

SAMPLE POLICY #4

OFFICE SCHEDULE

All office staff members must be in the office during their designated working hours with the exceptions of breaks and lunch. These hours may differ for full-time and part-time employees, and can be confirmed by consulting the master schedule or by contacting the office manager. The dentist schedules patients during the following times, although staff members are expected to be present in the office even when no patients are scheduled:

Monday	10:00 a.m.	to	6:30 p.m.
Tuesday	9:00 a.m.	to	5:30 p.m.
Wednesday	7:00 a.m.	to	3:30 p.m.
Thursday	7:00 a.m.	to	3:30 p.m.

Office Appearance

For obvious reasons, the cleanliness of the dental office common areas comes second to that of the operatory. However, spaces such as the waiting room and areas of the business office that are visible to patients are often the patient’s first impression of a dental practice, and it is important to make that impression a positive one. Developing a policy that instills a sense of ownership in your staff can be an effective way to encourage employees to take pride in their surroundings and keep the office neat and orderly.

SAMPLE POLICY #5

OFFICE APPEARANCE

All employees have a responsibility to care for the contents and furnishings of the office. Great care and expense have been taken to create a comfortable atmosphere for both patients and staff. The positive contributions of all staff members make a pleasant work environment for everyone. Abuse or neglect of the office or its contents will not be tolerated. Each employee will be responsible for the cleanliness of his or her work area. Feel free to contact the office manager or the dentist with suggestions to improve our office.

Employee Rest Area

The employee rest area or break room should be a space where employees are free to relax, have lunch, or attend to personal business during their free time. It should be out of sight of patients or other members of the public. Employee rest areas are also ideal for holding morning huddles, meetings and continuing education classes. Like the office, keeping the rest area clean, including the refrigerator and the microwave if you have them, is the responsibility of every staff member.

SAMPLE POLICY #6

EMPLOYEE REST AREA

The employee rest area is a space where employees can spend their free time, such as lunch and breaks. Keeping the employee rest area clean is the responsibility of each staff member. Please remember:

Creating and Updating an Employee Policy Manual: Policies for Your Practice

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Chapter 2: Office Policies

Chapter 2. Office Policies Learning Objectives