1. Patients' needs are our top priority. You must leave your personal issues and opinions outside of the office. Patients visit our office to improve their health and eliminate pain. An atmosphere of warmth, cheerfulness and caring must be conveyed. Indifference to patients' problems will not contribute to this atmosphere.

Remember patients' names and use them often when talking with the patients. Refer to the patient as "Mr.," "Mrs.,” "Miss," or "Ms.," unless the patient invites you to use their first name. Do not give patients nicknames or refer to them as "Hon," "Darlin," or other pet names.

2. Your statements to patients must be in line with the practice policy and the dentist’s image. When talking to patients regarding their progress, be reassuring and tell them they have the very best dentist and are in good hands. Tell them to follow the dentist’s instructions and that the dentist will do everything possible to make the patient comfortable, answer his questions, etc. Non-treating personnel should never make personal recommendations or a diagnosis concerning patients' problems, causes or treatments. Rather, tell the patient to be sure to discuss the situation with the dentist. If necessary, walk the patient to the front desk and help them make an appointment for a consultation with the dentist.

3. Relay both positive and negative comments to the dentist. This enables him to communicate better with patients, answer questions and avoid misunderstandings. Feel free to relay positive comments expressed by our patients at staff meetings.

4. It is vital that you have an understanding of the dental profession. We encourage you to learn all you can about dental care and its scientific approach to the restoration and maintenance of the human body.

Kevin Tighe, Cambridge Dental Consultants, Senior Consultant, got bitten hard by the business and marketing bug during long summer days working at his dad's Madison Avenue ad agency. After joining Cambridge as a seminarist in the mid-1990s, Kevin went on to become Cambridge’s senior consultant and eventually CEO. Cambridge Dental Consultants is a full-service dental practice management company offering customized dental office manuals. Frustrated? High overhead? Schedule a chat with Kevin at .