CDA Essentials 2016 • Volume 3 • Issue 6

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CDA at Work
that your team is unhappy or unsupportive, they may
doubt you as the authority on oral care. Not addressing
inter-team issues can potentially take the focus away
from the needs of the patients. On the other hand,
addressing inter-team issues and reviewing the team
core values on a regular basis will catch issues before
they can affect the patient.
A positive culture is a key part of patient-centred care.
How can we reflect a positive
organizational culture in the
dental office?
With a small investment of time, you and your team can
define your organizational culture, which in turn will be
noticed by your patients.
1. Discuss: Reflect on what you
want your practice and your team
to convey to patients. How do you
want them to feel when they’re
in your care? What values do you
want to have shine through?
Once you’ve established your values, have an
open discussion with your team to establish ways
those values can be put into action in your practice.
Dedicate a staff meeting during a quiet time in the
office or outside of office hours. Are there ways
to improve teamwork or workflow? Do your team
members feel they can talk to you and to each
other? Does your team reflect your values
to your patients? An open discussion with your
team can help illustrate any gaps or areas in need
of improvement. Once those factors are
determined, write them down and refer to them
when needed. You can also revisit this discussion
in team meetings to stay on track and reinforce
the systems that work for your practice.
2. Act: Now that you’ve
discussed and articulated
what you want your
organizational culture to be,
decide how to put those
values into action. Are there
ways your practice can better convey your culture?
What ways can you and your team behave to
showcase your values to patients? Every interaction,
from the front door all the way to the operatory,
should reflect a positive culture and the good
work of your team. For example, think about how
your values are reflected in the way your patients
are greeted, how information is conveyed to team
members, and how fees are discussed with patients.
As the team leader, consider occasional team-
building or social activities to reinforce comfort
and teamwork.
3. Reassess: Now that you’ve
articulated your values and
applied them in your daily life
at the practice, occasionally
reassess and communicate with your team on a
regular basis to determine if anything needs to be
revised. Talk with your patients to see if your culture
resonates with them as well. Ask them if they
like a new process you’ve implemented or if they
received enough information to make an informed
decision. The manner in which you get feedback,
such as face-to-face conversations, surveys, or
otherwise should also reflect your culture. Patients
will notice the practice’s positive culture by the way
you and your team provide exceptional care.
Organizational culture does not change overnight. It
takes time and effort to build a culture-centric practice.
However, the effort you put into communicating with
your team regularly to review goals and values will
reflect positively with your patients and be well worth
the time invested. a