Читать книгу The Veterinary Dental Patient: A Multidisciplinary Approach - Группа авторов - Страница 61

The receptionist is the first and last person the client sees in the practice (Figure 4.1). They must be friendly and confident, and must provide the client with accurate information. They demonstrate their interest in the client and pet through body language and words. A receptionist who projects a positive attitude regarding dentistry and home care is essential for success. The acceptance of dentistry within a practice can be greatly affected if the receptionist isn't fully on board.

This interaction may begin with a telephone conversation. All practices have phone shoppers who are seeking the best deal on dental care. It is very important that the receptionist be trained on the how to handle such calls (Bellows 1999). When asked how much the practice charges for a dental procedure, the answer must be, “It depends upon the degree of oral disease present.” The receptionist should avoid quoting prices over the phone. It is best to explain that it is difficult to determine the true extent of oral disease until each tooth has been examined under general anesthesia and radiographs have been evaluated, after which a treatment plan can be formulated and accurate fees calculated. A script that can be used for phone shoppers would be something like: “We are unable to give you an accurate estimate for a dental treatment over the phone as the cost depends upon the degree of treatment necessary to give your pet the very best care possible. It is essential that we exam your pet to give you a more accurate idea of the cost.”

It is very important to remember that an oral examination and dental cleaning is rarely a routine procedure. The receptionist should be able to discuss the basic safety of anesthesia and address any concerns the pet owner may have about the procedure. It is advisable for the receptionist to understand the complications and limitations of nonanesthetic dental (NAD) procedures. They should emphasize that NADs do not allow for cleaning below the gumline, where disease can lead to destruction of the supporting tissues and bone, posing a risk of injury to both the pet and the individual performing the procedure. Complete oral exams and dental radiographs are not possible without general anesthesia (See more in Chapter 8 Section 8.12).

In many veterinary practices, the receptionist is responsible for scheduling appointments and procedures. Give them guidance on how to efficiently work with your schedule. If a patient has had a conscious oral examination, the anticipated level of disease should be recorded. This level will help the receptionist know the correct amount of time to allot for a future procedure.

Figure 4.1 The first impression when a client enters the clinic: North Downs Specialist Referrals reception desk.

Source: Rachel Perry.

The receptionist should be encouraged to watch a procedure from start to finish, in order that they understand the importance of proper dental care. Each step should be explained as you go. An option might be to perform the procedure on the receptionist's own pet and let them see the effect on its overall health. This will allow them to speak from personal experience as to the benefits of a comprehensive dental procedure.

The receptionist is the bridge between the client and the rest of the veterinary team. They will often be the person who schedules a procedure, and likely the person who meets and receives the patient on the day. They should collect contact information from the client, provide them with an informed consent form and get their signature, reassure the client that their pet will be well cared for, and inform the client that the veterinarian will contact them once the oral exam and radiographs are complete with an updated treatment plan. If the client is not readily available by phone during the day, the receptionist should schedule a time for them to contact the practice for an update, and communicate this information to the dental team for proper scheduling.

The receptionists should maintain a clean and pleasing waiting room; however, the current trend is to move the patient and client to an examination room as soon as possible. While the client waits, the receptionist should offer them reading material or videos covering the value of good oral home care options, the safety of anesthesia, periodontal and other common oral diseases, and – if appropriate – dental care for exotic pets.

The receptionist can be also responsible for putting together estimates and collecting dental fees. This can be a positive experience for the client, and they may thank the team for an exceptional experience – or it can be a negative experience, if the client feels they have been overcharged or not kept informed of the cost of treatment. A positive outcome can be ensured by discussing financial concerns early on and revisiting the status of the case frequently. Ideally, the veterinarian or nurse will discuss the findings and review the dental radiographs and (hopefully) photographs with the client before billing them out. A positive, well‐informed, and educated receptionist can reassure the client over costs and explain any additional items should the client question them at discharge.

The receptionist is also responsible for ensuring that all referral paperwork is complete and gets sent to the specialist in a timely manner. It is helpful to teach them how to send digital dental X‐rays and dental charts.

Many practices are moving to online scheduling for appointments and procedures. The receptionist must be versed in the use of such systems, as well as any text messaging systems: calling or texting clients to remind them of their next appointment is also their responsibility.