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It seems that more and more general practitioners are getting ready to or are at least thinking about adding implant dentistry to their list of in-house services. If you’re among them, there’s plenty to consider—including getting team members on board and on the same page.

To help you come up with your implant action plan, we recently spoke with Joy Millis (shoutforjoy.com), CSP, an expert in the business of implant dentistry who lectures on treatment acceptance, getting paid and recovering lost patients. Here she outlines what it takes from each staff member individually and as part of the team to make implant dentistry a viable part of your practice.

DPR: If dentists want to incorporate dental implants into their practice, what different roles should team members, such as the front desk, the dental assistant, and hygienists, have in the process?

Millis: Every member of the team influences a patient’s decision to receive care and helps patients make the right decision. One of the primary roles is the role of influence.

Hygienists help maintain the health of the implant after it’s been placed and restored. They also instruct the patient about caring for implants. Implants are not teeth and need to be cared for differently as far as how they’re cleaned. Hygienists influence recall patients to consider implant dentistry, a service the patients may not have known was available in the practice.

Receptionists are responsible for making sure there’s no misunderstanding about financial arrangements, while influencing patients to see the value of implant dentistry. They also schedule patients and make sure they don’t leave without an appointment. The nature of care for an implant is more complex, so you can’t casually hope a patient returns. Continuing care is critical. If they don’t return they’re at much higher risk.

Dental assistants re-enforce what is going on at every appointment. They make sure questions are answered. Patients typically don’t ask the doctor questions, but they will ask staff members. Clinical assistants must know exactly what is going on throughout treatment so that no questions are left unanswered. That’s a critical role. Dental assistants have a tremendous influence on a patient’s decision to receive care when the patient asks, “What should I do?”

DPR: What aspects of care should every team member be involved with?

Millis: The first thing is marketing. Do they believe implants are worth it? Team members’ opinions about the value of care are key to determining if the patient will proceed with recommended care. Marketing is anything we do that moves the potential patient to receive care. Team members should be marketing experts.

Communication. When patients ask what an implant is, what are they told? When they ask if it’s expensive, how do team members respond? Their response helps determine if the patient goes forward and receives the care.

Service. Patients who are implant candidates have higher expectations than patients coming in to get their teeth cleaned. If they’re coming into your practice and spending $30,000 to $50,000 for their dentistry, they expect to get their money’s worth. Good service is not good enough. There needs to be exceptional service, beyond the patient’s expectations. The entire team needs to pay attention to detail.

Coordinating care. Whether it’s the financial or clinical aspects of care, everyone is involved. Make sure you have complete dental and medical records on the patient and a method that insures that everything gets done.

Risk management. What happens if the patient needs care and does not receive care? How do you tell patients about the risk of not proceeding with recommended care? What do we say, what do we not say? What documentation is important? What contracts or consent do we need, whether it’s consent for surgery or consent for prosthetics or any changes in treatment that might occur? What happens if the patient does not return after treatment has begun? Every member of the team should be on the same page with the answers to these questions; the message needs to be consistent.

Want more? For advice from Millis on overcoming the challenges that come with incorporating implant dentistry into your practice, click here.