Operating rooms and surgeons are well known for their strict use of protocols and checklists—tools designed to ensure that no important detail is missed and that every task is completed safely and confidently. In dentistry, we must adopt the same level of commitment to these systems to maintain high standards within our practices and in the care we provide to our patients.
Repetition of effective steps, followed in the same sequence, consistently leads to predictable, successful outcomes. That is the foundation of any good protocol or checklist. However, these tools lose their value when they become diluted over time. It’s common for a protocol to be introduced, only to be seldom reviewed afterward. Another challenge arises when team members begin making personal modifications. Before long, the “protocol” in use bears little resemblance to the original intent. To compound this, new hires may be trained using these altered versions—without ever seeing the written protocol itself.
So why invest time in building protocols if they may be ignored or altered? Because consistency in your expected standards is essential, affecting every team member and every patient interaction. You simply cannot be everywhere at once or oversee each step of every process. Protocols provide the structure that ensures your practice operates the way you envision.
I highly recommend not only creating clear protocols and checklists but also reviewing them in detail at least once a month. Many teams believe they are following a protocol precisely, unaware that they have gradually removed or changed steps. With this in mind, here are some key areas where detailed protocols/checklists should be developed:
• Scheduling appointments from phone calls—especially new patient calls.
Every patient interaction should be consistent, warm, and appreciative. New patients need to feel welcomed, listened to, and valued. Information gathering should be thorough and consistent, helping build their confidence from the very first conversation. (I am happy to provide a complimentary sample “conversation” for new patient calls if you’d like.) The same principles apply to existing patients—always recognize and appreciate them.
• Patient arrival procedures.
Checklists should extend beyond any former COVID prescreening. Mask or no mask, a warm greeting—audible even through tone of voice—is essential. Confirm patient information, update details, and ensure they feel acknowledged from the moment they walk in.
• Chairside preparation protocols.
These guidelines should clearly outline what must be completed before the dentist enters the room. This includes assisting with the patient’s belongings, updating medical/dental history, taking necessary radiographs, and preparing for clinical procedures.
• Dentist/Hygienist handovers, treatment planning, and treatment acceptance.
These are critical areas where detailed protocols are essential. Without them, diagnosed treatment can easily be forgotten or inadequately communicated. Scheduling diagnosed treatment also deserves its own structured checklist.
• Patient retention.
Retention involves multiple systems and should be supported by several protocols, including pre-appointing low-risk patients, establishing a reliable hygiene recall system, organizing treatment planning within your software, and managing ongoing patient communication.
By establishing and consistently reviewing these protocols and checklists, you ensure clear, consistent follow-through across your team—and prevent unintentional shortcuts from creeping in. Involving your team in creating and refining these documents helps with understanding, buy-in, and successful implementation. Most importantly, review them with the responsible team members monthly, and encourage the use of protocols during the actual performance of each task—not just as a document to initial.
Protocols and checklists exist to keep everyone aligned, consistent, and confident. They help guarantee a higher level of comfort and safety for both our teams and our patients.
