Newsletter | Using Protocols to Empower Your Team

January 22, 2019by Lisa Philp

The level of success in your practice is directly related to the protocols you set in place with your team.

Putting a protocol in place will give your team a clear view of how the practice should be run and a detailed system for each team member in the office.

A recent article from the Association of Canadian Faculties of Dentistry (ACFD) has provided new dentists with a framework that identifies 5 areas of competence to integrate into their practice. For the established dentist, this framework reiterates what they’ve known is essential for best practices and improved patient outcomes.

When your team understands their role, it sets everyone in the practice up for success. A written protocol will define how: [Kesner 2016]

  • The team communicates with patients about necessary treatments
  • Each clinical procedure is performed
  • Patients are scheduled
  • The treatment room should be maintained
  • New patients are processed
  • Phones and emails should be answered
  • Financial arrangements are performed

In simple terms, an efficient protocol, based on the 5 competencies, leads to a productive team which can then lead to a highly profitable practice. [Kesner 2016]

The 5 essential competencies:

Patient-Centred Care The Competence Framework
Communication and Collaboration
Practice and Information Management
Health Promotion


Adapted from ACFD

The importance of an effective Patient Communication & Compliance Program

Successful practices know the value of implementing a protocol program that specifically defines the role and responsibilities of each team member. Your team can be more productive when they understand every member’s role and how they maximize productivity when they support each other. When your team members feel supported, they are free to fully engage with the client to identify any “Communication Gaps” that exists between them to ensure all areas of care have been communicated.  Closing the “Communication Gap” is important as it leads directly to better health outcomes.

P&G’s Patient Communication & Compliance Program builds a better practice

Using the PatientCommunication & Compliance Program(CCP) in your practice is a formula for success. Having a detailed protocol to follow allows your RDHs to effectively increase practice productivity and close the “Communication Gap” by creating an open-line of communication between the RDH and the client.

By actively engaging the patient in the process with the proven “Show Me, Involve Me, Recommend My Plan” formula ensures consistency of care across your hygiene team, drives predictable client outcomes, and increases the value at each visit.  P&G has created three hygiene PCC programs for different patient types (general adults, kids, and orthodontics) and these have been designed to educate the client and maximize RDH productivity.

The financial benefits of solving communication challenges

When you empower your employees to work as a team, the end result is success.  Your team knows what is expected of them and it makes them better employees.[Kesner 2016]Clients feel valued, involved, and engaged in their care.  How does the P&G Patient Communication & Compliance Program define success?  By helping you build a better practice through empowering every member of your team.

For more information on the “Show Me, Involve Me and Recommend My Plan” please contact us, or your local P&G rep for more information on the documents available to support you.

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Lisa Philp