Communication in Dental Teams

Communication Between Dentists and Technologists

• Many dental prosthesis failures stem from communication breakdowns within the dental team.
• Lower quality appliances result from poor communication; these cost more than usual.
• Ineffective team communication negatively impacts team members' psychological well-being.
• Dentists and technicians spend money on continuing education, but little effort is directed toward formal courses in improving team communication.

Basic Communication Principles

• Medium: Communication is the successful transmission of a message from sender to receiver using an appropriate mode.
• Barriers: Environment, education, personal preferences, social prejudices, and genetics affect how individuals communicate.
• Feedback: Senders need feedback to gauge the receiver's understanding; receivers should notify senders of message clarity.

Barriers to Communication

• Personal factors: Pride, intimidation, insecurities, fears, and personal ambitions hinder effective communication.
• Environmental factors: Tone of voice, appearance, and undesirable surroundings contribute to poor communication.
• Communication style: Poor listening skills and the inability to ask questions are significant obstacles to effective communication.

Planning for Effective Communication

• Technician soliciting new accounts: Prioritize accounts near the laboratory; seek dentists with compatible techniques and philosophies. Evaluate technicians' credentials and avoid "problem payers." Assess if dentists want quality or merely discounted prices. Ask why dentists are changing labs. Look for cooperative dentists who give feedback.
• Dentist searching for a laboratory: Location is a significant factor, especially for remakes. Visiting the lab, examining facilities, and meeting the technician are crucial. Reasonable fees should match the quality of the product.
• Agreements: Define services to be performed; laboratories can specialize fully or in a particular area. Subcontracting has advantages (full service) and disadvantages (increased communication risks). The dentist must know which services the lab does vs. other labs. Discuss philosophies, techniques, materials, prices, due dates, turn-around time, rush cases, and policies for remakes.
• Ethical and Legal Obligations: Dentists are ultimately responsible for the quality and quantity of patient care. Every team member must support the decisions made for patient care.
• Credit and Payment policies: Agree on payment and credit policies before work begins.
• Notify on materials and techniques: Dentists should be notified in advance of any new materials or techniques.

Developing Relationships

• Visiting policies: Technicians should invite dentists to their lab, creating an opportunity for dentists to see the lab's operation. Dentists should similarly invite laboratory personnel for visits.
• Treatment planning: Technician involvement in treatment planning minimizes complex case problems.
• Prescriptions: Laboratories furnish the dentist with prescription forms (completed & signed by the dentist). The prescription should be the only way the lab communicates with the dentists regarding the case.
• Terminology: Use common terminology for the procedures. All team members should have identical charts.
• Tooth Shade: Laboratories should have the same shade guides that the dentist uses.
• Feedback: Effective feedback systems allow issues to be resolved before becoming costly. Laboratories frequently use phone calls, but critique cards are also a helpful tool. Constructive, in-person meetings (vs. one-way written communications) are best.
• Third-party communication: A dental assistant can act as a mediator to clarify technical communications between dentists and technologists.
• Evaluation: Evaluating performance, quality of service, remake percentages, and dentist/technician reports is crucial after a suitable period of working together to identify any communication breakdowns.