Editorial
C D A J O U R N A L , V O L 4 9 , Nº 11
Why My Staff Loves CDA Kerry K. Carney, DDS, CDE
T
he other day, I walked in to ask if there was anything the front desk staff members needed of me. There was a whirlwind of activity in the intake area. The office manager was trying to help a new patient register and her assistant was on the phone with another patient. The new patient preferred a health history questionnaire in Spanish. Because we do not keep much in the way of paper records anymore, my office manager did not have a hard copy at hand. She sat down at her computer and within two minutes she had logged on and signed in to the cda.org website, navigated to Practice Support and located and printed a Spanish version of our health history questionnaire. As the hardcopy was printing, she turned to me and said with a satisfied smile, “I love CDA.” I have related this sentiment to CDA staff members and they were overjoyed. During this pandemic, the Practice Support staff has taken an increased number of calls. The calls are not always pleasant or full of praise. There are the callers who complain that they sent in their CDA dues and are now getting a notice that their license has expired. (They confused the dental board with their professional organization.) The Practice Support staff has received calls that demanded to know why CDA closed down their offices. (They misunderstood and thought that CDA was the source of governmental directives regarding shelter-at-home and concomitant business restrictions). Agitated callers wanted to know why CDA decreed that their assistants, hygienists and dentists have to wear
When friends and family were panicking and fearful, my staff could rely on the information provided by CDA to become ambassadors of good science.
specific personal protective equipment and respirators that require annual fit tests. (They confused CDA with OSHA.) There have been callers whose feelings of anger and loss of control were so heated and misdirected that they threatened to sue CDA over the fact that they have to get vaccinated or comply with regular, frequent COVID-19 testing. (They conflate the state executive’s duties and directives with CDA’s Practice Support information and COVID-19 education.) These examples spring from the uncertainties of these times, but over the years, Practice Support has received calls about all sorts of issues that are out of their control. Members have called requesting documentation that would excuse them from jury duty. The Practice Support staff has been asked to give legal advice about specific aspects of practice sales. Frequently, the staff has been commanded to “force” dental benefit companies to increase their reimbursement levels. Even when they explain that forcing third parties to treat dentists better is beyond their scope, the callers still insist they should do something about the low reimbursements they are receiving. Members request legal, tax and financial advice about the advantages of incorporating or the purchase or sale of
real estate. The staff has even been asked to produce copies of a member’s fictitious name permit. These wide ranging and misdirected questions should be interpreted as a compliment. Our members think of their professional organization first when they need answers, any kind of answers. Practice Support has been helping California dentists in service to their patients since 2009. They provide consultative advice and guidance. They are experts in managing dental practices. As my staff can testify, Practice Support provides excellent materials to help our practices run smoothly. During this pandemic, the most frequently requested resources have been COVID-19-related regulatory compliance materials: ■ FAQs regarding State Public Health Orders on Required Vaccination or Testing of Health Care Workers ■ Religious Accommodation Request Form — COVID-19 Vaccination ■ COVID-19 Mandatory Policy Instructions for Employers and Sample Mandatory Vaccination Policy ■ Vaccine Confidence Toolkit ■ State Reopening Guide My staff found the “Back to Work” video extremely helpful. When friends and family were panicking and fearful, N OVEMBER 2 0 2 1
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