knowledge management
The Call That Went Badly
A bad phone call is the one failure in a practice that the patient reports to somebody else's front desk. If you do hear about it, the usual fix is a conversation in the hallway, which reaches one person and nobody else. This post is about taking the call to the written page: whether the page was right, silent or wrong, and what it should say afterward.
October 5, 2026 · 7 min read
What Your New Front Desk Hire Cannot Even Ask About
The workarounds and exceptions and small decisions that never became procedure are the hardest part of a dental practice for a new hire to learn, because they cannot ask about what they do not know exists.
August 24, 2026 · 7 min read
Who Is Your Security Official? A HIPAA Requirement You Have Probably Already Met
Ask who calls the IT company and you get an answer right away. Ask who the practice's security official is and the room goes quiet. The practice is not missing a role. It is missing a sentence.
August 17, 2026 · 6 min read
What to Do When the Person Who Knows Everything Leaves
The list of everything only one person knows gets long fast, and almost none of it is written down. Some of it, though, is already required to be on paper. Start there, then work outward to the payer specifics, the workarounds, and the reasons behind the rules.
August 10, 2026 · 6 min read
Writing SOPs Your Dental Team Will Actually Use
Most practices are told they need SOPs and handed a template. The template is not the problem. Your office already writes and maintains required written procedures and keeps them current, which means the capability is there. What the operational procedures are missing is an owner, a review rhythm, and a place people can reach during a busy morning.
August 3, 2026 · 6 min read
10 Questions Every Dental Front Desk Answers Daily (and Where the Answers Should Live)
Different patients, same ten questions — insurance, cost, scheduling, records, and the one your own team keeps asking: "Where do we keep that?" Here's what a documented answer looks like for each, and why the fix isn't hiring someone who already knows everything.
June 24, 2026 · 5 min read