The HAPPY Records Appointment

As orthodontic assistants, I’m sure we’ve all come to know that look of apprehension and even sometimes fear on the faces of our young (and some not-so-young!) patients beginning orthodontic treatment. And you can either let that feeling of dread and anxiety settle over you, not knowing how they’ll react to each procedure, or you can use your happy, upbeat attitude to influence the appointment. This may sound simple, but it takes a conscious decision to be, act, and say things that put a positive spin on everything that you’re doing.

A happy and positive attitude conveys to your patient that you are confident and knowledgeable in what you’re doing, and that they will enjoy it, too. Many dental professionals fail to realize that their attitude and body language can affect the way their patients think and feel toward them, the office, and even the procedure about to be performed on them. If you are uptight or speak too monotonously, many patients will assume that you are not happy they are in your chair, and that you’d rather be anywhere else but there. Usually, that’s the furthest thing from the truth! Even if you’re having a bad day, you must make your best effort to display to the patient professional and friendly body language. Here are a few tips and tricks I have come to use over the years:

X-rays of Doom

This is something I sometimes joke about with my younger to tween patients when I put the lead apron on them and am preparing to take a panoramic and cephalometric x-ray. I first joke about the apron now making them weigh about 10 pounds heavier, or call it something funny like “The X-ray Coat of Doom,” which usually gets a laugh out of them. Then when I let the temple rests on the pano machine come to their head, I like to laugh and tell them that they’re like little robotic arms.

I find that if you can make x-rays fun instead of serious, the procedure goes faster and is easier. Most patients won’t mind having a few x-rays taken on them if you explain what you’re doing ahead of time, especially if you tell them what you need them to do and how fast they’ll get through it.

Impressions: No Gagging Matter

I’ll let you in on an invaluable secret: If your office doesn’t have flavors to add to your alginate, buy some! Flavors make the ordeal of getting impressions done so much more enjoyable—usually for both of you!

I always start out by telling the patient that we get to make some cool copies of their teeth, just as if they stepped out into the snow or some mud with their boots on. I refer to the materials as “kind of like Play-Doh, only with a really tasty flavor in it,” and make a big deal out of letting them know they are the ones who get to pick the different ones they want. I free them to mix any flavors together or tell them that bubblegum is my favorite (because it is). If you personalize the experience, the patient knows that you’re not just saying all this, but you’ve actually done it.

I always explain to them how it will feel, where it will squish around (I always say “teeth and gums”), and I try not to mention the word “throat” at all, unless parents are in the room and they inform me of the child’s gag reflex. Then I always offer numbing spray, if they’d like it, to make the roof of their mouth go to sleep for a few minutes. When I tell them it has a tropical banana flavor, it usually seals the deal. If nothing is mentioned about their apprehension or gag reflex, I go right on telling them how cool it will feel in their mouth, and try to really hype up enthusiasm for it.

I believe this is a great tool you have at your disposal that can help impressions go smoothly and without incident. Try to talk to your patient while you’re doing things, not only to distract them, but to show an interest in what you’re doing and that you care for them. Key things are to laugh, smile, encourage them, praise them when they’ve done a great job, and use exciting words like “awesome,” “cool,” and “fun.” Tell them ahead of time that you think they’ll like it—not that some patients have trouble with taking impressions. If good is expected from them, usually patients will rise to the challenge.

The 411

Always remember that information can be your biggest asset. Try to keep a fresh perspective on everything, no matter how many times you’ve done it. Even though we as professionals could do something blindfolded, you have to remember that most patients have never had orthodontic work done on them, and they won’t have the slightest idea of what you’re doing or why. Everything is new and possibly scary to them, so information is key.

I believe there is a difference between just talking to fill space and talking about something you are knowledgeable and passionate about, and most patients can tell the difference. Sharing stories or experiences about a particular procedure can help patients realize they’re not alone and that you’re not just doing this to “torture” them, as I’m sure some orthodontic patients feel. Telling them how spacers will make their teeth sore and what to expect at their next appointment is a great way to inform and empathize at the same time. You want to make your patient feel comfortable in your office, and sometimes anticipating their questions or having something they can take home with them that explains the next step can help immensely. In this case, information is power.

As orthodontic assistants, we have a great responsibility and honor placed on us: We get to represent the orthodontist and the practice we work for with our smiles, our attitudes, and the way we present information to our patients. You and your enthusiasm for your job can make the difference between a stressful or successful records appointment. Let’s aim for success!

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Allison J. Filkins has worked as an orthodontic assistant for the past 3 years for Stephen Andrews, DDS, in Colorado Springs, Colo. She is the author of The Amazings, a young adult novel, and has been sharing her enthusiasm with patients in the dental field for nearly a decade. She can be reached at