CHAPTER  2 TECHNICIAN ADMINISTRATION AND RESPONSIBILITIES The efficient operation of a dental clinic depends upon  its  administration  and  its  personnel.  In  this chapter  we  discuss  some  of  the  administrative responsibilities that a basic dental assistant is expected to perform. Such duties include: Performing as a dental receptionist Performing as a dental assistant in a clerical assignment Answering the telephone Receiving patients entering the dental clinic Preparing  and  maintaining  files  and  dental treatment records Assisting   patients   in   completing   dental treatment forms Maintaining  central  dental  appointment  desk operations Maintaining dental recall Maintaining the call list system Other duties could involve the use of a computer to enter patient and dental information to update records or  to  generate  required  dental  reports  and correspondence and to keep track of dental supplies and equipment for your command. To  perform  the  above  duties,  you  must  develop good communication skills. You will be required to receive, record, and relay information to others. You should be able to express yourself clearly and listen effectively. PATIENT  MANAGEMENT As a health care provider, you will be assisting patients  coming  into  the  dental  clinic  for  treatment. The most important aspect of dental care that your patients  receive  is  quality  dental  care.  You  must always   ask   yourself   the   following   questions concerning the care you give: Was the care competent? Was the care effective? Was it of the highest quality? Remember, as a member of the Navy and the dental health team, your commitment to professional excellence should always be your primary goal. PATIENT CONTACT POINT Patient contact is when two people interact, one requesting  a  service  and  the  other  providing  the service. Three factors are involved at this contact point: The  patient The health care provider The physical spaces in the dental clinic The Patient The most important concern is the patient. The receptionist is the first person in the dental clinic to come in contact with the patient. First impressions are lasting impressions and affect our attitude. They also affect the patient’s attitude. If the first impression is favorable, there is a good chance that the patient’s attitude will be positive. No two patients are the same. Each patient is cared for individually. Most of your patients have been treated at dental clinics before and will exhibit normal behavior. They are on time for the appointments   and   are   cooperative   during   each treatment. On the other hand, there are patients who look  at  a  visit  to  the  dentist  as  an  unpleasant experience. This behavior or attitude may have come from various factors that include: Previous dental care received Current situations in life outside the dental clinic Anxieties, stress, tension, conflicts Fear of pain Being dental phobic (an overwhelming feeling of panic and terror) The dental officer and you, as the assistant, must always  be  aware  of  the  patient’s  responses.  Be 2-1