Telephone  Courtesy Other   than   face-to-face   conversation,   the telephone is the most frequent means of personal communication. In fact, it is one of the most important pieces of equipment in the clinic. All elements of desired human relations already covered apply to telephone  conversation;  however,  since  the  person  to whom you speak on the telephone cannot see you, this can lead to certain difficulties. Here are some general principles  to  remember  that  will  be  helpful  in overcoming or preventing these difficulties: When you speak on the telephone, you are representing the dental treatment facility (DTF). The opinion the patient has of the entire medical facility may often depend on this first telephone contact. Use a sincere, pleasant, easy-to-understand voice. Since the person on the other end cannot see you smile, put a smile in your voice. Develop this  habit  to  the  point  that  you  do  it unconsciously. Answer promptly. A good rule is try to answer by the third ring. Be clear, concise, and accurate. Double check all specific information given or taken on the telephone. If you make the call, plan what you will say ahead of time. The other person’s time is also  valuable. State your name, rank, and duty station, such as: “Naval  Dental  Clinic,  Pensacola,  DT3  Frost, May I help you?” Know the local policies. Most  clinics  have certain limitations as to the information that can be given over the telephone. Be sure you know the  policies  and  have  all  the  necessary information  at  your  finger  tips,  especially information about appointments. Never diagnose on the telephone. Diagnosis is not your function. The patient, however, does not know your qualifications; if the information required by the caller is out of your area of responsibility,  contact  the  proper  authority  or  set up  an  appropriate  appointment  in  accordance with local policies. Never prescribe on the telephone (e.g., just take four aspirins and come to sick call). Obtain accurate information if the dentist is busy, and decide  whether  the  nature  of  the  call  is administrative or professional. Record calls. If the telephone message is for someone who is not available at the time, or if it requires   information   that   needs   further investigation, be certain that the information is accurately recorded. A convenient form (SF 63, Memorandum  of  Call)  is  available  for  this purpose. TREATMENT ELIGIBILITY Who is authorized dental care? If a person in civilian  clothes  came  to  your  clinic  requesting treatment, what would you do? How would you decide the patient’s eligibility for treatment? The easiest way is to look at the person’s identification card. It will tell you whether the person is active duty, guard, reserve, family member, retired, or civilian, and if the card has expired.  All  of  these  categories  of  patients  are authorized some type of treatment. To decide a patient’s treatment eligibility, you must verify the eligibility  through  the  Defense  Enrollment  Eligibility Reporting System (DEERS) and know the types of dental care available and priority care authorized. Verification of the Defense Enrollment Eligibility Reporting System (DEERS) DEERS  is  a  computer-based  enrollment  and eligibility    verification    system. It   assists   with elimination of waste, fraud, and abuse by unauthorized personnel seeking health care. Normally the reception desk is responsible for DEERS  verification. Some  clinics  have  online computer terminals. Other clinics communicate with the  main  computer  by  telephone.  The  DEERS verification  process  is  outlined  in  OPNAVINST 1750.2. Types of Dental Care There are several types of dental care including routine,  emergency,  and  elective. The person’s eligibility will determine the type of treatment that can be provided. ROUTINE  DENTAL  CARE.—This  treatment includes all the medical, surgical, and restorative treatment of oral disease, injuries, and deficiencies that come  within  the  field  of  dentistry  as  commonly 2-3