Dear Patients,
Thank you for choosing our office for your dental care. We are pleased to have you as a patient; however, today you arrived 15 minutes late for your appointment. I greeted you with a smile and a genuine interest in your dental health.
When I asked you to fill out a health history update, my request was met with a nasty comment. "If I knew I had to fill out this $%^& thing, I would have cancelled this $%^& appointment!"
When I looked at the health history form, I was shocked that you wrote "too personal for you to know," "same," and "none of your business." I think asking about your personal health is necessary to treat you safely. When I enquired about a pre-existing condition I was aware of, your response was, "Good." When I asked when you saw your doctor last, your answer was, "You don't need to know when I went to the doctor last." As a matter of fact, Dear Patients, I do need to know! Your health history and when you visited your medical doctor last is my business. Dear Patients, I care not just about your teeth but about you as a whole. This background information helps me get a clearer picture of your health.
Since you "completed" your health history with me, let's take a look at your teeth. Hmmmm, just what I suspected, plaque, calculus, and when I tried to remove it, your gums bled profusely. I remember showing you brushing and flossing techniques. Your response was, "I don't have time to brush my teeth more than once a day. Just clean my teeth!" Dear Patients, I don't always have time to use the ladies' room, but I always make sure I do!
Now that we have your teeth cleaned, it is time to take your X-rays. "Wait and see if the doctor thinks I need them" is what you tell me. Dear Patients, the doctor is waiting for me to have these X-rays ready for the examination. It is my professional responsibility to decide whether or not you need X-rays.
Your visit with us is nearing its end and the doctor has walked in to do your examination. My, how your demeanor has changed now that the doctor has entered the room! Was my lipstick smudged? Did you not like the color of my uniform?
You carried your negative attitude to the front desk when the receptionist told you the charges for the day. Your response was, "These charges are altogether too high! I am finding another dentist!" If I recall correctly, your fees from the dentist were higher than my charges for your cleaning. Perhaps I should pass your suggestion of raising the operative fees on to the dentist. I am quite sure he will appreciate your concern.
Dear Patients, thank you so much for your visit with us today. I did enjoy our time together when you weren't answering your cell phone. I must say good-bye to you, for I have many patients who need my attention and professionalism. However, before I do, I am going to make that necessary bathroom visit.
Respectfully, Your Professional Dental Hygienist
Susan P. Burzynski, RDH, BS, is president of the Buffalo Dental Hygienists Association. She practices in the dental office of Dr. James Hoddick in Tonawanda, N.Y. In May 2006, Susan will earn a master's degree in general education. In her spare time, she studies American Sign Language. She may be reached atSue Burzynski.
