Keeping in Touch
Follow-up care is essential for your patients' sense of well-being

Clifford Williams, DMD, FACD, maintains a private practice in Rockefeller Center, New York City, with an emphasis in restorative and esthetic dentistry. He is a member of the American Academy of Restorative Dentistry, The American Academy of Cosmetic Dentistry, The American College of Dentistry, and The New York Academy of Dentistry. Dr. Williams lectures and is a consultant to several dental and laboratory companies. He can be reached at 212-757-7070 or CW13AK@aol.com.

Advances in computer technology have enabled most of us in the dental profession to remain conveniently connected to a valuable network of services. Nevertheless, many patients are experiencing increased feelings of isolation from their healthcare providers. As dentists, we need to be extremely concerned with this disconnection dilemma and take steps to remedy its infiltration.

Our resources today allow us to capitalize on recent technological innovations to assure our patients that we still are very much connected and committed to providing the best quality healthcare. With the touch of a button, we as professionals now have the ability to avail ourselves almost immediately to increasingly detailed reports on practically every area of treatment rendered.

However, while we are gaining much needed access to the outside world, many of our patients are feeling more and more frustrated and isolated from their individual healthcare providers. We should consider the area of patient follow-up care to be a crucial one. Patients want to feel that you still are monitoring their treatment even though you have referred them to a specialist.

Case scenarios

Imagine this case scenario: Kaitlin Jones, the daughter of one of your best referring patients, needs four wisdom teeth extracted. You make the referral to a highly competent oral surgeon in your area. The procedure is completed and all apparently went well. Unbeknownst to you, 48 hours after the surgery, Kaitlin develops an infection and dry socket. The pain is quite severe and it becomes necessary to treat her with pain medication and antibiotics, and the wound needs to be packed.

The normal protocol of sending a follow-up report is obsolete. Many times, even the best of secretaries cannot get around to typing this procedure report at the end of the day. There is a one- to two-day mail delivery service. We still have to account for another day or two in the dreaded incoming mail bin at our office. It is highly conceivable then that a follow-up call to Ms. Jones will not take place until one week after the surgical procedure is performed. Follow-up folly!

Now, for a moment, imagine another scenario: You have referred Kaitlin to an oral surgeon. The procedure is competed and all went well. To the patient’s astonishment and delight, you call that evening to check on her progress. Now that is impressive, but more important than that is making the connection with your patient!

Three ways to keep in touch

There are three ways we can make an immediate connection with our referring network of specialists: telephone, fax, or via e-mail. This new way of using e-mail not only allows communication between the dentists and specialists, but also allows us to attach other critical information with our follow-up reports—patient medical history updates, digital photography, computerized digital X-rays, and other text files. This can produce a new level of information about a specific patient for the purpose of increasing communication and total quality care. E-mail and the Internet, with its ability to store and forward pertinent information, will redefine the relationship among the doctors, and among doctors and patients.

Follow-up care does not stop at our office. It follows the patient through all phases and disciplines in dentistry. Follow-up folly or follow-up fantasia—the choice is yours! We now have many increased opportunities for interaction and cooperation among primary healthcare providers and specialists via the computer. We have an obligation to put this valuable tool to good use for the benefit of our patients.

Staying connected is a challenge in any relationship, but with sincere concern and communication we can achieve success. Indeed, it is sometimes difficult to shed feelings of separation and isolation from lack of concern. Many people today long for the touch and contact of another hand, to know that someone else is reaching out, someone who truly cares and values them. Together, let’s reach out and keep in touch.