Are You Safe to Launch?

 

 

The most pressing question I receive from dentists these days is: “How can I help my team and patients feel safe when we re-start our practice?” That question makes sense given the fact that we have never done this before. Never before in our collective memory have we shut down dentistry as we know it. Never before have we all had to re-launch our practices with dramatic changes to how we keep people safe.

The CDC, the ADA, OSHA and other government organizations will set guidelines and standards. We often chafe at rules and regulations, but in times like this it would be nice if there was one solid expert we could count on to make sure we get this right. In times like this that is not possible.

There is not one right answer. There is no 100% guarantee of safety. In times like this it takes courage to rely on our values. It takes courage to trust our own judgment and make decisions on behalf of those who depend on us for care and support. That’s called leadership, and it takes courage.

I’d like to suggest a few simple steps to make it easier.

1. 1. Do your homework. Ignore the rumors and search out sources who have genuine expertise in infectious disease. Go beyond the headlines. You know how to read research, what to look for in the studies, how to question assumptions. You know a lot about disease control, and you have a lot to learn about this disease. Look for the experts, information, and perspectives that can move your practice from wherever you have been, to where you need to be next. And know that there will be more to learn.
   2. Check in with yourself. When you have gathered as much information as is reasonable at this time, imagine that you are going to see one of your loved ones in your office some afternoon soon. Ask yourself what you would want to have in place to encourage them to come in for care. What would you want to be assured of if you were having dental treatment? Consider various types of procedures and how you would want infection control managed for each procedure if you and/or your loved one needed that treatment.
   3. Engage your team. Invite your team into a conversation about what they know, what they think they know, and what they want to know. Avoid the temptation to go too quickly to dumping information on them or challenging what you see as misconceptions. Allow for concerns and fears to see the light of day. Share your process and your learning and be open to new learning. Ask them to identify what it would take for them to encourage a loved one to come into your office for dentistry.Say what you know now and acknowledge things may change. Let everyone know what you have done so far and make plans to add systems and equipment as available. If a team member cannot feel safe enough to come to work, he or she should feel free to stay home. The last thing your practice needs as you start back is a fearful employee. Allow time for some sense of normalcy to return. Ultimately it is the responsibility of every person who works in dentistry to decide what they need to practice with confidence.
   4. Do your shopping. Determine what supplies and equipment you will need to provide the level of care you have identified for yourself and your loved ones. Acquire what is affordable and available to you now. Place orders for supplies not currently available.
   5. Identify opportunities to influence. Where are the opportunities to convey both information and reassurance to your patients? Who are the people on your team who are most capable of hearing and understanding concerns without being drawn into fear and drama? Whatever their job description, put them to work communicating who you are and what is important to you as a practice. Your patients will come with frustration and fear — and with relief and anticipation. They will be anxious to move forward, but they will probably not have had all the information available to them that you have. Say what you know now and be transparent about what you don’t know. Share the questions you asked yourself. Think of every message you put out there, by email, text, phone, social media, and in person as an opportunity to convey how much you care for your patients, your commitment to their safety, and your diligence and discipline in providing the best care possible for them. No communication is purely administrative or purely clinical. Avoid engaging in conspiracy theories, politics, and rumors. Affirm your reliance on facts. Be honest, positive, and care-full.
   6. Plan your schedule. What procedures can you do safely with the equipment and materials on hand? How much time will you need for each procedure including prep and clean up? How much time will you need to respond appropriately to patient concerns? Offer procedures you feel confident you can do safely and delay others until you have more information or equipment. Be prepared to sacrifice some efficiency for greater effectiveness. Build a sense of confidence for your team and your patients with agility and responsiveness. What if you started your first week back in practice with an expectation that you would be 5% more efficient every day? Create a container to allow yourself, your team, and your patients time and space to establish themselves in the coming new reality

Are these the six easy steps to health, wealth and happiness in the era of Covid 19? No. These are uncertain times. It would probably be easier to open in six months or a year or two when there is more clarity, but that is not feasible for most of us. We will go back to work.

If there is one thing we have learned about this particular crisis, it is that things will change. Trust that you can build each week on what you have learned. It is in times of uncertainty that leadership is most challenging — and most important. Do your homework. Put yourself in another’s shoes. Ask the hard questions. Take action. Influence with humility and integrity. Focus on effectiveness. That’s what leaders do. And they do it even when it’s hard.

You’ve got this.