Years ago in Vancouver, I made my first visit for a hygiene appointment to what would become my long-time dental practice home. One of the reasons I became so loyal to that practice was because of the experience I had that day.

I was told from the beginning that this first hygiene visit would be longer than subsequent ones and it didn't take long to understand why. The hygienist was more than thorough in her clinical approach, going tooth-by-tooth, examining closing, pointing out issues (and potential issues), and asking questions along the way.

Beyond that, she really took the time to engage with me. She explained why she enjoyed working in this practice. She talked to me about their philosophy of patient care, and what I could expect from them in future visits. She asked me about my dental health goals and listened carefully to my responses. She told me about how accomplished the dentist there was and how she had seen him do incredible things for patients who had similar concerns. I was already impressed with this practice, but after that visit I knew for sure I was in the right place. My decision to go ahead with the treatment I was considering was based in large part because of the validation and encouragement I got from her.

The point here—aside from the fact that I had a great dental hygienist—was that this practice gave her the time to make that first visit special. Many practices understand the importance of having an extended time reserved for a new patient exam with the doctor. I suggest applying that same philosophy to the first hygiene visit. In some cases, that could mean reserving an extra half-hour for complete charting and consultation. If that is unnecessary, then at the very least, build in an extra 10 minutes for the hygienist and patient to establish their relationship in the right way.

Give the hygienist time to reinforce the practice message, time to learn about the patient in a relaxed way, time to talk about the practice and the doctor in ways the doctor can't do their own. In the long run it's a modest investment of time; however, I can tell you from my own patient experience, the return can pay off for years afterward.

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