September/October 2009

September/October 2009IT'S HERE –Find everything you need to know inour guide to the ADAA 2009 AnnualSession in tropical Hawaii.How a professional 12association membershipcan work for you Dental care for the 16hearing–impaired ADAA's latest 40demographics survey Creating a multicultural 38friendly practice

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FEATURES Air Force/ADAA 46 Patient Perceptions:The Dental Staff’s Influence on Patient Satisfaction by MSgt Timothy J. Sheffield Making the right impressions with patients. 10 Army/ADAA American 8 Hawaii DENTAC Conducts Humanitarian Dental Dental Assistants Missions to Remote Locations Association by First Sergeant Mark E. Eavey Providing much dental care during humanitarian missions in the85th Annual Session South Pacific. Guide Association Business 40 Demographics For the Decade compiled by Doug McDonough The fascinating results of ADAA's latest survey. hawaii cover story October 1–3, 2 009 21 A complete guide to the Annual Session and the wonders of tropical Honolulu.2 President’s Address 8 Amendments & ByLaws Clinical3 List of Sponsors4 Conference Schedule 2110 Education 16 Treating the Special Needs Patient with a Sensory5 Session Event Descriptions Disability: Hearing Impairment6 Officer & Trustee Candidates 14 Conference-Related Services by Janet Jaccarino, CDA, RDH, MA7 Conference Rules 15 Conference Support How to communicate dental care to hearing impaired patients. 16 Honolulu Highlights Practice Matters 38 Managing Cultural Differences in the Dental Office by Betty Ladley Finkbeiner, CDA-Emeritus, BS, MS How understanding cultural differences can improve patient relations. Professional Development 12 Networking Within Your Professional Association by Natalie Kaweckyj, CDA, RDARF, CDPMA, COA, COMSA, MADAA How to use your membership to its fullest potential. 16 DEPARTMENTS 2 Editor's Desk 51 Legislative Update 4 President’s Page 48 Advertiser Index American Association of Dental Editors

Editor’s Desk Michi TrotaText to come The Dental Assistant (lSSN-1088-3886) is published bimonthly (every other September/October 2009 Volume 78, No. 5 month). Subscriptions for members are $10 as part of dues. Nonmember subscriptions: $20 in the U.S.; $30 in Canada/Mexico; $75 other foreign.ADAA President Stephen E. Spadaro Single copy price is $10. Allow 6-8 weeks for subscription entry and change of address. Publisher is the American Dental Assistants Association,Executive Director Lawrence H. Sepin 35 East Wacker Drive, Suite 1730, Chicago, IL 60601-2211. Periodicals postage paid at Chicago, IL, and additional mailing offices. POSTMASTER:Editor and Send address changes to The Dental Assistant, 35 East Wacker Drive, SuiteCommunications Director Douglas McDonough 1730, Chicago, IL 60601-2211. 312-541-1550 x203 Copyright 2009 by the American Dental Assistants Association. Reproduction inEditorial Director Anna Nelson, CDA, RDA, MA whole or in part without permission is prohibited. The information and opinions expressed or implied in The Dental Assistant are strictly those of the authors andManaging Editor Michi Trota do not necessarily represent the opinion, position, or official policies of the 312-541-1550 x209 American Dental Assistants Association (ADAA). Authors of published materials are solely responsible for their accuracy.Advertising Sales Manager Robert E. Palmer Note: The ADAA cannot honor claims for missed copies of The Dental Assistant 312-541-1550 x212 unless they are made within 90 days of the cover date. For example, requests for missed copies of the January/February issue must be made prior to May 31.Director of Education Jennifer K. Blake, CDA, EFDA, FADAA& Professional Relations Senior Information Nancy RodriguezSystems Analyst To obtain a copy of our Writer's Submission Guidelines or the Editorial Calendar, The Dental Assistant please go to ADAA's website www.dentalassistant.org 35 East Wacker Drive, Suite 17302 The Dental Assistant September/October 2009 Chicago, IL 60601-2211 *General inquiries 312-541-1550 x 200 fax 312-541-1496 • e-mail [email protected] Website ✇ www.dentalassistnt.org ADAA Mission Statement To advance the careers of dental assistants and to promote the dental assisting profession in matters of education, legislation, credentialing and professional activities which enhance the delivery of quality dental health care to the public.

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President’s PageStephen E. Spadaro ADAA President, 2008–2009 Article subheadThanks for a Wonderful Year!President Stephen E. Spadara bids a fond farewell as his tenure comes to a closeWhen I became President of the ADAA last year, I had courses, have introduced a vastly improved web site, a newmany goals. But the primary goal that I talked about and Logo, a resigned Journal, newly–inaugurated newslettersdreamed about was the goal of building membership. Not for dental business managers and the 24/7 weekly E–just in small, periodic increments, but in large, remarkable newsletter. I am proud to have seen these developmentsnumbers to impact the future and the destiny not only of “on my watch.”our association, but of the dental assisting profession. With staff leadership we have honored the budget,As the year wore on we were busy with the usual tried– while more than difficult economic climates have threat-and–true efforts including raffles, discounts, premiums ened the world of non–profits. We have protected ourand one–on–one sales efforts at booths throughout the reserves in order to build for tomorrow. I’m definitelynation in state, regional and national meetings. pleased and proud of the results we’re looking at after myThe numbers didn’t grow and the realization was clear term of office, and I hope now to leave as my legacy thethat these efforts, while necessary to supporting the im- birth of a new era of membership growth for ADAA withage of the ADAA, were not the efforts that would propel E–Membership.ADAA to a position of quantifiable numbers. We need I couldn’t have done this without the support of a dedi-a bigger share of dental assistants through out America cated Board of Trustees, staff and sincere, devoted volun-that will give us the benefits of recognition and influence teers from one end of the nation to another. As I traveledin the world of dentistry. throughout the US and visited with so many of you, I couldThe ADAA Vision Committee came up with the an- never cease to appreciate your enthusiasm for the work thatswer of how to build membership impressively and rap- was necessary to keep our association alive and for your un-idly and that was E–Membership. A concept that I have stinting belief in the profession you have chosen.grasped and appreciated and spoken about as I traveled Again, thank you for what has been a wonderful year.the nation visiting our many state components. I feel that May God bless you and continue to bless the AmericanE–Membership will bring us the numbers and recogni- Dental Assistants Association.tion we need to become and remain a growing force inthe dental world, and I hope that you will join me in mak-ing that world a reality.Looking back on the year, I am happy to note thatwe have produced many new and updated educational4 The Dental Assistant September/October 2009

President’s Page Angela M. Swatts ADAA President, 2009–2010 Article subheadLooking Towards the Future Incoming President Angela M. Swattsconsiders the challenges that lie aheadI am extremely honored to be serving as the President of online, new classifications of dental assistants, fierce legisla-the American Dental Assistants Association. It is with great tive issues regarding dental assisting duties, and the fast pacedappreciation that I thank the Presidents that have come be- development of product and equipment technologyfore me, as they have paved the way for this great Associa- After 20 years of membership, I myself still enjoy attend-tion. They were the leaders who had the foresight and deter- ing my local, state and national meetings for education, fel-mination to bring the ADAA and dental assisting forward lowship and networking. However, there is another genera-85 years to where it is today. If not for them and the passion tion who views thing differently. We must be proactive andand drive of their peers, I would not have the privilege of ad- connect with all these dental assistants that are currently notdressing the dedicated professionals we are today. being provided for. We are the best of the best when it comesAs I begin my term as your President, my challenge to to the profession of dental assisting.you is to keep an open mind as we explore the profession of So, I ask you, how can we be better? How can we providedental assisting and our commitment to the ADAA. for those of us who still like the personal interaction and areOur times are changing and changing fast. I see it all the foundation of what we stand for, all the while meet thearound us with the expanded use of the internet, Facebook, needs of the future generations that will carry this Associa-Twitter and online education. We now learn and commu- tion into another 85 years?nicate in a different manner than we did 85 years ago when Our goals remain the same as they have always been: edu-Juliet Southard founded the ADAA. In fact, we learn and cation, membership, legislation and mandatory credential-communicate differently that we did just five years ago. ing. My challenge is to determine the best way we can applyAs an association are we ready for this? Are we prepared these principals in today’s ever–changing environment.to meet the needs of all dental assistants, in all capacities? We can not be left behind. As your President, I am com-We cannot simply tread water and expect to adequately mitted to lead the ADAA on this quest of adapting to ameet the needs of our profession. changing generation of membership needs, in order to guar-I implore you to think outside the box. Look beyond antee our place as the one and only association dedicated toyour comfort zone for ways to reach out to dental assistants the profession of, and advancement of dental assisting, PAST,throughout the United States and perhaps even throughout PRESENT and FUTURE!the world. While there is nothing wrong with the way ourfounders did things, we are facing different obstacles thanour predecessors, such as competitive continuing education 5September/October 2009 The Dental Assistant

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U.S. ArmyFirst Sergeant Mark E. Eavey Hawaii DENTAC conducts to Remote LocationsSoldiers from the USA Dental Activity provide dental treatment and education to citizens of remote locations while on humanitarian missions.awaii is one of the most sought after assignments in the level was much higher in this area. The team noticed a big dif-Army Dental Corps. Known as paradise, Hawaii has ference in how the children reacted to them as they preferred toyear around sunny weather, world renowned beaches, stand back and observe from a distance. The opportunity to treatand lots of outdoor and water activities. While these are all great all these people was an experience SPC Thibeault will never forgetreasons to come to Hawaii, our dental professionals find a lot of re- and she is very thankful to have been a part of Balikatan 2009.warding opportunities taking care of soldiers, sailors, and airmen SPC Hornstra assisted in over 250 tooth extractions for eightalong with going on humanitarian missions to many remote loca- Medical Civic Action Programs (MEDCAPs). She also providedtions. Aboutonceamonth,ateamofoneortwodentistsanddental oral hygiene instructions to over 500 Filipinos while providing eachassistants go on humanitarian missions to treat patients and educate dental patient a toothbrush and toothpaste. Her team traveled tothe local population on the importance of dental hygiene. many locations in the Philippines to include the islands of BasilanOver the last year, we have sent several dental teams to the Ba- and Mindanao. SPC Hornstra also had the privilege of workinglikatan in the Philippines. Balikatan in Filipino means “Shoulder with Philippine Army dentists and dental assistants. In addition,to Shoulder” and that is the goal the soldiers strived to fulfill on many local dentists and dental students volunteered their time.their missions. SPC Christel Hornstra, SPC Shannon Thibeault, In most sites, the team was set up in elementary school class-SPC Carrie Miles, PFC Denise Childs, and PFC Latasha Peter- rooms in very high temperatures without suction or running wa-son have all had rewarding experiences on various missions. SPC ter. They worked under headlamp light and utilized a translatorThibeault completed seven missions and assisted with the treat- for communication with the patients. They traveled by helicopter,ment of approximately 3,500 patients in a two week period, aver- CASA airplane, US Marine Mark V, and vehicle convoys to reachaging 250 patients per day. the patients to be treated. It was a very gratifying and rewardingShe began her mission in Sorsogon. The villagers were very experience to work alongside the Army Forces of the Philippines,weary the first couple of days. For some of them, it was the first to help their local villagers and build trust.time they ever saw an American. The villagers soon became com- SPC Miles’ first mission to the Philippines was amazing. Shefortable with the team and as word got around, more and more traveled as a group with other medical staff consisting of a pedia-people came dressed up in their finest clothes to be treated. The trician, radiologist, family practitioner, veterinarian, ophthalmolo-dental tent quickly became the center of attention. They had a gist, and the dentist. Everyone brought their own assistant to sharewonderful group of volunteers who traveled many miles each day in the workload. They worked together for two weeks and went toto help translate for the team. nine different sites. Every day was a challenge but very rewarding.The second leg of the journey involved flying to Masabate in The dental team treated an average of 300 children and adults ev-Chinooks. They then switched places with Team 1. The security ery day. Each site was held at a school and they would use stu- ➤8 The Dental Assistant September/October 2009

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dent chairs for patients to sit in. The teachers Adults and children wait for dental treat- PFC Childs (left) and a localtable was used to set–up instruments. Treat- ment in a Filipino village.ment capabilities were very limited with the dentist (right).primary treatment being extraction of dam-aged teeth because the option to restore the A U.S. soldier greets some of the village children.tooth was not available. They did not haveelectricity and there was little overhead help provide medical, dental, and veterinary while educating young children on how tolight, so they were using “natural light” from care, everyone became excited and gra- take better care of their teeth. An added bo-the sun shining into the classroom. ciously greeted them with smiling faces. nus for all of these soldiers is their increased knowledge of the dental field while building The dental team consisted of American The mission consisted of traveling to confidence in their abilities. ❖Army and Philippine Army Dentists. The five separate locations to provide care at thepeople would come and stand in line for school houses in the area. The combined First Sergeant Mark E. Eavey is the Se-hours to be seen. While most of the patients dental force consisted of four dentists, five nior Dental NCO of the Pacific Regional Den-needed more than just an extraction, they dental assistants, and interpreters who were tal Command and the First Sergeant of thewere limited to the amount of work they readily available to help with communicat- USA Dental Activity Hawaii. He is a Certifiedcould do on each person. They also gave ing with the patients. Overall, the team pro- Dental Assistant and has a Bachelors Degree inout toothbrushes, toothpaste and floss to vided dental care to approximately 300 citi- Business Administration and Education. He isall who came in for treatment and showed zens daily. At the end of the day, there were currently working towards his Masters Degreethem how to use it. Humanitarian missions a lot of smiling faces. in Education. 1SG Eavey has held a variety ofsuch as this helped to reach out to the com- positions in his career, most notably as the Firstmunity, interact with the Philippine Army After returning from their missions in Sergeant of the Bavaria Dental Activity andand learn the different techniques most remote locations of the world, these dental the Chief Enlisted Instructor of the Dental As-commonly used/needed to treat patients. assistants have all volunteered to help pro- sistant Course at Sheppard AFB, TX. vide dental care on future missions. Their PFC Peterson’s first mission to the Phil- personal reward is knowing that they helpedippines was very exciting. She completed people that did not have access to dental careseven missions with a total of approximately10,000 patients. She worked with the Filipi-no Air Force dentist, a local dentist and hadtheir own body guards, (Filipino Air Forcesoldiers). All the sites had a lot of local citi-zens who wanted to help unload boxes, seatpatients, and help with sterilization. Theteam extracted teeth from many patientsboth young and old. Many of the patientstraveled great distances to receive treatmentthat had been long overdue. It was satisfying to help and see thesmiles on the people’s faces. The team feltlike they made a difference in their patientslives even if it was just an extraction. Severalof the team members realize how lucky theyare to have health care facilities near by andhow easily care is accessed. While the Phil-ippines mission was very exhausting, it wasfun and well worth the effort. PFC Childs went on a mission to Pali-wan where they were amazed to be greetedby a band playing to welcome them. Thecitizens of Tay Tay didn’t quite know whatto expect but they welcomed the team withopen arms. Once word spread to the citi-zens of Tay Tay that the team was there to10 The Dental Assistant September/October 2009

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Professional DevelopmentNatalie Kaweckyj, CDA, RDARF, CDPMA, COA, COMSA, MADAA Networking Within YourProfessional Association Making your membership work for yout’s been said that there is most likely a professional associa- fession, industry, or interest.tion for almost everything you do — work–related and in Our profession of dental assisting is more than a job — it isyour free time. Every industry, profession, or trade often a community and a culture, but most importantly a career forhas at least one professional association representing its mem- many. Individuals affiliated with dentistry tend to have a passionbership to varying degrees. These associations perform various about the field and often “talk shop” with one another. Our pro-roles for their memberships, such as providing publicity to the fession serves society by sharing knowledge among membersmedia, maintaining professional and ethical standards, and es- and creating incentives to combine new information and ex-tablishing a vision for the fu- periences. The inner work-“ture of the profession or in- ings of our association alsodustry, just to name a few. Professional associations can be one helps our members to buildProfessional associations networks, find opportuni-typically provide informa- of the best ways to get on the inside ties, recruit leadership andtion about a profession to track and to obtain leads for opportu- organize around the issueseducate the public in general that affect the organizationand the media in particular, and profession as a whole.and through this effort, it nities that sometimes never make it to In a world without changesupports the growth and or innovation, professionshealth of the profession. the outside world of an association.” would not be so neces-However, most of an as- sary. But in a world wheresociation’s work is likely to be in direct support of its members, change and innovation are ever more intense, every occupationthose who are currently practicing professionals or those who needs more of the institutions and culture of the longstandingare aspiring to be in the future such as students. Associations traditional professions such as law or medicine.offer services that are designed to set and maintain standards Professional associations can be one of the best ways to getfor professionals and to assist members in strengthening their on the inside track and to obtain leads for opportunities thatcareers. By definition, therefore, your association can be a key sometimes never make it to the outside world of an association.source of help in finding your next job or other exciting oppor- People who have a common bond and interest are more likelytunity. The bottom line is that professional associations are a to be interested in assisting you, which is where the value andgreat resource for networking with members of your own pro- power professional associations come into play. ➤12 The Dental Assistant September/October 2009

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Every profession has leaders and fol- looking for a new job or want to stand out son has any ideas, suggestions, or put you inlowers. In a formal sense, the elected of- in your current position, few things are as contact with someone “in the know”.ficers of a professional association are the important as making and maintaining pro-leaders of that profession and the general fessional contacts. Some people are put off Don't network withoutmembership are thought of as the follow- by the term networking, but it’s simply a a common interest.ers. Because a profession is primarily about matter of exchanging dialogue with peopleknowledge, the true leaders of a profession — either face–to–face or by some other Within the ADAA, many of us networkare the thought leaders: the individuals form of technology. at local and state meetings with colleagueswho blend the thinking of the profession's from within our own states. We gather atmembers and convey directions for the fu- There are two steps to successful net- these meetings to learn about new tech-ture. Leadership means both talking and working: finding people with whom to min- niques and products, and possible employ-listening, both vision and agreement, and gle and then using that time efficiently and ment opportunities; but for many of us itfollowing through with action. A leader productively to your advantage. It’s obvious is an opportunity for social interaction andbuilds a network of relationships within that those already in your chosen profession to catch up with each other’s busy lives.the profession and communicates the will have the best, latest and most relevantthemes that are emerging in the thinking information for you and are often eager to At Annual Conference, networking isof the profession as a whole, guiding not interact. Because one’s work often defines taken to a higher level with interaction withonly the profession, but the association to oneself in the eyes of others in today's den- members from all over the world exchang-its goals. tal world, members of the ADAA are usu- ing information on what is happening ally quite enthusiastic networkers. Nothing legislatively in their areas and discussing In a knowledge–demanding world of affirms their own career choice better than issues relevant to the dentistry. Network-continual innovation and change, every someone else also choosing it, and they will ing occurs between not only membersprofessional must be a leader — typically go a long way in guiding you through to and nonmembers alike, but among variousnot a generally well–liked idea by those success or reaching your goals. Proper net- individuals who are in some way affiliatedwho like to follow. The skills that the leader working etiquette includes asking if the per- with dentistry.utilizes in building a significant collectionof opinion around emerging issues are thesame skills that every ADAA professionalneeds to have and we all do — some of usjust have not tapped into that energy. In the past, the leadership–averse couldhide out in the background. But as institu-tions are turned inside out by technology,globalization, and rising public and profes-sional expectations of every sort, the safehavens are quickly disappearing forcingmany of us outside our comfort zones. Ev-ery professional's job is now the front linesand the skills of leadership must becomecentral to everyone's conception of them-selves as a professional.Enter networking According to the Merriam–Webster Professional associations can be one of the best ways to get on the inside track andCollegiate Dictionary, the definition of to obtain leads for opportunities that sometimes never make it to the outside worldnetworking is “the exchange of informa- of an association.tion or services among individuals, groups,or institutions.” Specifically, the term refersto exchanges which help you, as a memberobtain information. Networking is a vitalfacet of any successful career and many ofus do it without realizing it. Whether you’re14 The Dental Assistant September/October 2009

Such events regionally and nationally of your professional association as you can, get the best start in a profession and en-are unparalleled networking opportunities you increase your exposure in the group courage them to be active as members andbecause you have exposure to leaders in and show a lot of people in your field “what a platform of information exchange for theyour profession from a all over. These lead- you’ve got.” You build rapport and mutual seasoned members.ers provide information about what others respect. ADAA fosters awareness of, in-around your state or province, country, or terest in and respect for our profession by Through membership in your profes-the world are doing in your field, bring you providing a variety of services and tools for sional association, you gain access to indi-trend updates, and new tool introductions its members. It is a stepping stone for the viduals with “value–added” qualificationsas well as the latest information specific to dental assisting student as they begin their in dental assisting that can be an incredibleour field. One of the greatest bonuses of studies, a lifeline for the recent graduate to source of advice, links and references. Net-such conferences is that they are very sat-isfying opportunities for getting together (Continued on page 54)with other professionals who care aboutdental assisting as much as you do. SCIENCE IN PRACTICENetworking, Technology Long-Lasting Protection.and the ADAA Long After the Appointment. In-Office Prophy Plus At-Home Treatment We are in the midst of the Technology REMINERALIZESAge with the way we communicate withour students, peers, patients and our fami- RELIEVES PREVENTSlies and friends changes almost every day. HYPERSENSITIVITY CARIESA decade ago, “texting”, “Twitter”, “YouTube”, “Facebook”, “LinkedIn” and “blog- Calcium Phosphate Fluorideging” were not discussed in the classroom,employee break room, teacher’s lounge or NUPRO® NUSolutions™ products combine the preventive benefits of fluoride with the calciumboardroom — today they are everywhere phosphate technology of NovaMin®. NUPRO NUSolutions in-office Prophy Paste, and the newand often the method of choice for com- 5,000 ppm Take-Home Remin Toothpaste offer comprehensive protection that extends beyond themunication. We all use new technology appointment. For in-office prophy plus at-home treatment, give your patients the protection ofin our classrooms, dental practices andpersonal lives. While these new forms NUPRO NUSolutions.of communication open vast worlds andnetworks, it is important to understand Calcium Release in Prophy Pastes1 NUPRO® NUSolutions™ Prophy NUPRO® NUSolutions™ 5,000 ppmhow these forms work to avoid potential Paste with NovaMin® Prescription Toothpaste withproblems. Maintaining professionalism is Calcium 200 400 600 • Immediate relief of sensitivity NovaMin®always essential. Release • Occludes tubules • Remineralizes teeth, relieves ppm • Removes stains ADAA has a Facebook group allowing • 3x the calcium release of sensitivity and prevents cariesthe exchange of ideas and discussion on 0 • Higher remineralization of whitetopics important to dental assisting for all prophy paste with ACPwho are interested. It is a convenient way spots & root lesions comparedof reaching out to the younger generation NUPRO® NUSolutions™ Prophy Paste to leading brands2of dental assistants through posts on the with NovaMin® with ACP • Can be used in place ofdiscussion wall. Members of the newly regular toothpaste –formed Information Technology com- 1 In-Vitro Testing of Prophy Pastes - Feb. 2009 refreshing mint flavormittee are tweeting about things on Twit- 2 In-Vitro Testing versus topical remin creme & 5000 ppm (1.1% NaF)ter, another networking platform used bymany dental professionals worldwide. prescription toothpasteMaking the Best Use of Your ®Membership in the ADAA.By involving yourself in as many aspects | 1301 Smile Way | York, PA 17404 | www.professional.dentsply.com/nusolutions | 800.989.8826 COM15-0509-1.3 152009 September/October The Dental Assistant

ClinicalJanet Jaccarino, CDA, RDH, MATreating the Special NeedsPatient with a Sensory Disability:Exploring alternate methods of communicating with patientsearing impairment is often referred to as the invisible • D escribe the causes and types of hearing loss before anddisability because there may be no visual clues that the after birth;person has any impairment.1 When we consider hear- • Explain factors that contribute to lack of speech;ing loss as a disability we tend to think mostly of the older adult.In fact one in five persons 65 years and over has some hearing loss • List the signs of hearing impairment;with the numbers increasing with age. However, of the 21 million • Describe the personal and dental implications for care;Americans who are hearing impaired 400,000 lost their hearing • Explain various methods of communication specific forbefore the age of 19 years, with 5 percent of those 18–44 yearshaving some deficiency. Persons with hearing impairment are as hearing impairment;individual as the cause and manifestation of their disability. Loss • L ist guidelines for dental management; • Describe oral clinical findings; andof function can be total or partial, affect one or both ears, and of- • Explain strategies to improve oral self care.ten impacts speech, language development and even motor activ-ity; communication is often a major challenge.2, 3 As stated in Causes and Types of Hearing Lossprevious articles, Title III of the 1992 Americans with DisabilitiesAct (AwDA) requires medical and dental offices to be made free The auditory system is delicate and complicated and can beof barriers to effective communication. Removing barriers may affected by injury, disease or simply the aging process. Loss caninclude use of sign language interpreters, telecommunications de- be the result of damage to one or several parts of the outer, middlevices (TTY and TDD) and print materials.4 Dental professionals or inner ear, as well as the sensory pathways from the ear to thenot only need to be aware of these requirements but know how to brain.5 Deaf is a term used to refer to people with all degrees ofsuccessfully interact with these individuals in order to provide a hearing loss defined by the quietest sound a person can hear (Seerelaxed successful visit as well. Table 1, pg. ##).1, 2 Congenital deafness caused before birth may be the result of genetic defects, prenatal infections in the mother After reading this article the reader should be able to: such as rubella, influenza and congenital syphilis, incompatible• Define deafness; mother/child blood type and certain drugs such as thalidomide,• Discuss the effects of different degrees of hearing loss; streptomycin and neomycin. The more common causes of ➤16 The Dental Assistant September/October 2009

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deafness after birth are infectious diseases Patient Factors • Strained facial expression duringincluding mumps, measles, chicken pox, in- A problem with hearing, even a mild dis- conversation.fluenza and even the common cold. Othercauses are trauma to the head or any part of ability has been shown to have an impact on • Turns head to one side.the ear, and the toxic effects of drugs such as a person’s capacity to function socially. They • Gives unexpected answers unrelatedantibiotics and aspirin. may feel lonely, remote, or left out and have difficulty paying attention. Older people to the question or does one thing Age of onset of deafness can affect the with hearing loss may be misunderstood as when told to do another.development of speech and language. There being cognitively impaired. Feelings of iso- • Asks you to repeat what was said.is evidence that normal language patterns are lation and depression often result.7, 8 Some • U nusual speech tone, inaccuratelymaintained when deafness occurs after the may actually try to hide their disability be- pronounces words.age of five years.3, 5 It is important to note cause they are self–conscious and may ne- • Wears a hearing aid.that hearing loss can be the result of noise lev- glect to mention it during the health historyels. The length of exposure time and amount interview. Lack of hearing is often accom- Those who learned to speak at an early ageof noise determine the effects on hearing. panied by lack of speech. If the person can- before the disability occurred may have diffi-Sounds greater than 80dB (decibels) such as not hear the sound of their own voice they culty pronouncing medical or dental terms.3shop tools, a subway train and loud rock music do not have the ability to learn to speak byare considered a danger to the hearing mecha- imitating sounds, therefore their voice may A hearing aid is a device that shapes andnism. Some sounds can even produce pain like sound unpleasant and they may not be easi- amplifies sound waves. Regulated by the USa jet engine and fire arms.2 Millions of people ly understood. A person may simply choose Food and Drug Administration, new tech-listen to MP3 portable music players on a daily not to speak because they are shy about the nology has allowed for more advanced andbasis at noise levels that are near the danger sound of their voice. You should be able to esthetic devices. A cochlear implant is a smallzone. Especially vulnerable are young people. recognize hearing impairment if the patient electronic device consisting of an externalIn one study it was reported that 66 percent exhibits the following signs: portion behind the ear surgically attachedof those who use this type of device on a daily to a second part under the skin. It does notbasis experienced ringing in the ears, a warning • Ignores or fails to respond to attempts restore normal hearing but gives a represen-sign that the music is played too loud.6 at conversation. tation of sound through a microphone and speech processor via signals sent directly to the auditory nerve of the brain. Cochlear ➤ Degrees of Hearing Loss1, 2Effects of degree of loss Quietest Sound Heard Example of Sound Range In Decibels (dB) Lowest — HighestMild — difficulty following con- 25–30 dB library whisperversation in a noisy room. 40–69 dB medium rainfall, conversation,Moderate — difficulty following 70–94 dBconversation without a hearing aid. vacuum cleanerSevere — may need to use lip– >95 dB busy traffic, alarm clockreading, and use sign languageeven when wearing a hearing aid. shop tools, subway trainProfound — alternative methodsof communication such as lip–reading and sign language.Table 118 The Dental Assistant September/October 2009

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implants offer help to those who are pro-foundly deaf or severely hard of hearing.5Communication1, 2, 3, 5, 9, 10 As described in Table 1 hearing loss may Brush Teeth – indexrange from mild to profound. Some deaf in- finger across mouth usingdividuals are able to talk while others cannot a side–to–side horizontalor choose not to. Note that people who wear motion.a hearing aid may still have difficulty hearing.How do you communicate with the patientwho is hearing impaired? Signing, lip read-ing, writing are all different. Individuals withhearing disabilities usually have a preferredmethod of communication therefore it is al-ways best to ask first. Often all that is neces-sary is paper and pencil and don’t forget toinclude a clip-board so the patient has some-thing to lean on when writing.Lip–reading or Speech Reading Lip–reading or speech reading is a tal- Hurt/Pain – extend the index fingers of both hands. Bring the fingers to-ent that requires practice and is developed ward each other twice using a jabbing movement. A variation of this sign is toover time. Spoken words are recognized by do a twisting movement as you bring the tips of the index fingers toward eachwatching the lips, face and gestures. Avoid other. The right hand twists one way, the left hand twists the other way.standing in front of a light source or windowwhich makes it difficult for the person to see Figure 1 (©2006, www. Lifeprint.com. Adapted by permission.)your face. Face the person directly main-taining eye contact, and keep hands and Finger Spelling it is best to avoid using family or friends toother objects away from your mouth. Don’t (American Manual Alphabet) interpret because the person may feel self-walk around the room or turn your back conscious discussing oral disease or habits.when speaking. If you look away the person Finger spelling is the manual reproduc- To find an interpreter and information onmight assume the conversation is over. Lip– tion of English using the hands and fingers fees, call the local speech and hearing clinicreading is often difficult to use because the and is often combined with sign language. in your community or check the telephonemajority of English speech sounds are not directory. A directory of certified interpret-entirely visible or easily recognizable. This Interpreters ers who are trained and passed a series ofmethod should not be relied upon for ex- Interpreters translate from spoken lan- tests is available through:tended, complex discussions.American Sign Language (ASL) guage to ASL and vice versa and may be a Registry of Interpreters for the Deaf, Inc. better choice for communication involving 8719 Colesville Road, Suite 310 ASL is a visual, gestural language which a difficult and complicated consultation. Silver Spring, MD 20910-3919has its own vocabulary, grammar and syn- The AwDA requires the use of interpreter (301) 608-0050 voice/TDDtax and is recognized as a language different services for patients who require them. Talkfrom English. Hand movements, body pos- directly to the deaf person not the interpret- (Continued on page 44)tures, and facial expression serve as words of er. For effective and full communicationthe language. Classes are widely available atcommunity colleges, universities and eventhe internet. One particularly useful inter-net site is Lifeprint. The site, available athttp://www.lifeprint.com, offers lessonswhich include common phrases, a library,an online store and many other resources.20 The Dental Assistant September/October 2009

American Dental Assistants Association85th Annual Session Guide hawaii October 1–3, 20092 President’s Address 8 Amendments & ByLaws3 List of Sponsors 10 Education4 Conference Schedule 14 Conference-Related Services5 Session Event Descriptions 15 Conference Support6 Officer & Trustee Candidates 16 Honolulu Highlights7 Conference Rules

President’s Address Aloha! All Dental Assistants to the 85th Annual ADAA Session ALOHA… your island welcome to Hawaii. Everyone knows that Aloha means welcome, and a host of other things as well. In our case, it means welcome to Honolulu and the 85th Annual Con- ference of the American Dental Assistants Association. You’ve come to Honolulu and to the ADAA Conference at a historic time in our organization’s life. We are poised on the brink of a decision that may forever change and enhance our organization and help us to move forward in the world of cyberspace, exploding technology and a bright future almost impossible for us to imagine. MAHALO… it means thank you in the Islands. We thank you for your time, your energy and your con- cern. You have come to one of the most beautiful spots in America, if not in the world, and yet you are willing to sit in a meeting room and debate the business and the future of your professional organization. That speaks well of your own professionalism and your devotion to the ADAA. ‘OHANA… Family. The ADAA is a family of professionals. Sometimes families disagree, sometimes they argue, but in the end, a good strong family like the ADAA is going to pull together for success. MALAHINI… in addition to being devoted ADAA professionals, we are all here as Malahinis—visitors— to Hawaii. And as visitors we are welcome to enjoy what Hawaii has to offer in terms of sun, surf, shopping and tours that you will never forget. Take this time in paradise to learn from the many courses offered for dental assistants at the convention center, to tour one of the world’s largest dental exhibits, to participate in the governance and the future of the ADAA and to meet old friends and enjoy the Gala and the silent auction and convention highlights until it’s time to say Aloha, an all purpose word which also means “Goodbye” and ”Peace be with you.” Stephen Spadaro ADAA President, 2008-20009

The American Dental Assistants Association Foundation thanks the following companies and organizationsfor thei generous contributions that have aided in the funding of education for ADAA’s Annual Session as well as formany other worthwhile educational activities throughout the year. ADAA Sponsors

Wednesday, September 29, 2009 World Marketplace Exhibition 8am - 5pm location Hawaii Convention Center U.S. Army Track 1801 Kalakaua Ave., Honolulu, HI 5:30pm - 7:30pm Waikiki Shell Hours: EV### Thursday, October 1 – Saturday, October 3 ADA Opening Session and Distinguished Speaker Series 7:30am – 3:30pm Thusrday, October 1, 2009 7:30am – 10:00am 5203 Plumeria, Ala Moana Hotel Obtaining Accurate Alginate Impressions 8am - 5pm 8am - 5pm 8:00am – 10:30am U.S. Army Track location U.S. Army Track locationADAA Annual Session Schedule 5309 Convention Center, 316A The Art of the Examination: How To Gain 8am – 10:30am 9am – 10am 6117 Convention Center, 303 ADAAF Silent Auction location Acceptance For Comprehensive Dentistry Adhesive Procedure Do's and Don'ts For 9:30am 8am - 5pm location the Dental Assistant Fellowship/Mastership location U.S. Army Track Convocation 8am – 10:30am 8am – 11am Milo 1 Vision Presentation location 10am – 1pm Pre–Session Board of Second House of Trustee Meeting 10am – 5pm location Delegates location ADAAF Silent Auction 8:30am – 4:30pm ADAAF Silent Auction location 11am – 12:30pm (Waikiki 11:30am – 2:00pm Reference Committees: Ballroom) 9am – 10am Salon 1 7214 Plumeria, Ala Moana Hotel New Delegate Orientation Kou Bylaws Salon 2 Tray Options For Bleaching, Sensitivity Budget Salon 3 and Caries Control: Custom, Boil & 11:30am – 2:00pm Resolutions Form, and Disposable Trays 5213 Plumeria, Ala Moana Hotel Obtaining Accurate Alginate Impressions 11:30am – 2:00pm 11:30am – 2:00pm 7316 Convention Center, 313AB 11:30am – 2:00pm 6116 Convention Center, 303 5114 Convention Center, 304 Forensic Odontology: Dental Assisting: Roundtable Learning The Tales That Teeth Tell Fighting Plaque With A Healthy Back: Musculoskeletal Wellness For the 11:30am – 2:00pm 6pm – 10pm EV### location Dental Assistant 6214 Plumeria, Ala Moana Hotel ADAA President's Gala On the Edge: Instrument Sharpening 11:30am – 2:00pm 5313 Convention Center, 303 1pm – 3pm Sunday, October 4, 2009 U.S. Air Force Session Kona Moku Ballroom The Power Of the Question: Taking Your Salon A 7:30am – 10:00am Patients From Denial To Action 1:30pm – 3pm 8206 Plumeria, Ala Moana Hotel 11:30am – 12:30pm Caucus Impressions and Provisionals: Caucus location location No Fuss—No Muss! 2pm – 4pm Kono Moku Ballroom 3pm – 5pm location 8:00am – 10:30am First House of Salon B & C Ballotting 8310 Convention Center, 318 Delegates 7:30pm - 9:30pm Body Art: Myths and Realities EV### Waikiki Shell Friday, October 2, 2009 ADA Evning Under the Stars 8am –10am Post–Session Board of Kaimuki 7:30am – 10:30am Trustees Meeting 6115 Convention Center, 303 Saturday, October 3, 2009 Dental Assisting: Roundtable Learning 7am – 8am Note that schedules are subject to change Army Workout without notice. Please go to www.ada.org/ 7:30am – 10:00am Oahu goto/session for updates. Delegate services: Hours will vary. Check 6204 Plumeria, Ala Moana Hotel 7:30am – 10:00am onsite for schedule. On the Edge: Instrument Sharpening 7204 Plumeria, Ala Moana Hotel Tray Options For Bleaching, Sensitivity 7:30am – 10:00am and Caries Control: Custom, Boil & 6301 Convention Center, 315A Inside The Consultants’ Files Form, and Disposable Trays Dress Code (Please note: NO jeans/shorts/T-shirts or flip flops) House of Delegates — “Business Attire” ADAA President’s Gala — “Elegant Resort Formal” Men: suits, slacks, collared shirt or knit shirt with Men: suit or slacks, sports jacket and button down shirt collar, sport jacket optional Women: cocktail dress, gown or dressy pants suit Women: collard blouse, slacks, shirts, dresses or suits

U.S. Army Track 8am – 5pm ADAAF Silent Auction runs concurrent- Thursday, Sept. 30 – Saturday, Oct. 3. ly with ADAA Covernance and other meetings at the Waikiki Beah Marriot Resort and Spa Hotel. BiddingAn estimated 50 to 60 soldiers and leaders from the United States hours will start Thursday, Oct 1, prior to the FirstDental Command will attend the Annual Session in Hawaii this House of Delegates.year. Besides a historical tour of the USS Arizona and Pearl Harbor,classes will be conducted on following topics: Duties of NCOICs vs. The Silent Action closes before the Second HouePractice Managers; Role of the Dental Assistant on the Battle Field in of Delegates—Saturday, Oct. 3. Don't forget toIraq/Afghanistan; Dental Assistants and Technology Update (Going come back and see what great items you've won—ap-Paperless); Recruitment and Retention—Army Today; Career Manage- proximately 1pm. Item pick-up immediately after Secondment—Maximize Human Capital; Mentorship—What Is a Mentor?; House.DANB Certification and Lab Technicians Certification (MaintainingCurrent Certifications); Proper Counseling Techniques—PE—Soldiers. Silent Auction Hours:The Lead Army Theme for 2009 is “Year of the NCO.” This session Thursday, Oct. 1 8:30am – 4:30pmis for US Army dental soldiers only. Friday, Oct. 2 10am – 5pmNew Delegate Orientation 9am – 10am, Thursday, Oct. 1 Saturday, Oct. 3 9am – 10am Session Event DescriptionsIf you are a new delegate, this orientation will explain what you canexpect in the House of Delegates, what goes on in a caucus, what U.S. Air Force Session 1pm – 3pm, Friday, Oct. 2you are voting on, the importance of being a delegate and more;there will be time to answer your questions. While we strongly The Air Force Dental Service will hold a two–hour special session onrecommend this for those who have not previously attended an Friday, Oct. 2, from 1–3 p.m. The Air Force Federal District TrusteeADAA Annual Session, this orientation is open to all delegates and and Air Force Dental Career Field Manager, Chief Master Sergeantall are invited to attend. Thomas Davis, will provide an overview of the Air Force Dental Service and give updates on key dental assisting initiatives. Atten-Caucus 11:30am–12:30pm,Thursday,Oct.1 dance is mandatory for all AF dental assistants in attendance at the annual meeting. Non–AF dental assistants interested in learningCaucuses disseminate information and issues of the Association. more about the Air Force Dental Service are welcome to attend theParticipation in a Caucus is mandated by your Trustee or State. session as well.Caucus meetings are for delegates and alternates only.First House of Delegates 2pm – 4pm, Thursday, Oct. 1Second House of Delegates 10am – 1pm, Friday, Oct. 2 Balloting 3pm – 5pm, Friday, Oct. 2The legislative and policy–making body of the Association is the Delegates elect officers and trustees according to ADAA’s ballotingHouse of Delegates. The House of Delegates shall transact all businessof the Association as stated in the Bylaws, and shall elect the general procedures as stated in the Bylaws. Credential cards and badges are required to ballot.officers. Open to ADAA members and invited guests only.Vision Presentation 8am – 10:30am, Friday, Oct. 2 Army Workout 7am – 8am, Saturday, Oct. 3This presentation is focused on the future of ADAA. We will discuss Join SGM Drumm for a military workout. Wage war on your body while burning calories along with the U.S. Army’s finest!the new membership initiative and the benefits it can bring to the OPEN TO ALL!Association. Open to ADAA members only. ADAA President's GalaJoin us in celebrating a successful conclusion to the 2009 ADAA Annual Session. Saturday, October 3, 2009 6pm - 10pm [location] Event [##] Tickets $$$$ Gala sponsored in part by a grant from [Colgate logo] ticket available for purchase on website NOT AVAILABLE FOR PURCHASE ONSITE

Natalie Kaweckyj CDA, Bonnie L. Marshall, CDA, tenth District RDARF, CDPMA, COA, EFDA, EDOFA, MADAA Trustee COMSA, MADAA, BA Secretary President–Elect2009–2010 Officer & Trustee Candidates Claudia Pohl, CDA, RDA, Linette A. Schmitt, CDA, Shari L. Becker, CDA, BVED, FADAA RDA, MADAA RDA, FADAA Vice President Seventh District twelfth District Trustee Trustee NOTE: FIFTH DISTRICT TRUSTEE OPEN Ballot Worksheet OF FICE NOMINEES TOTAL Votes VOTES VOTES CAST needed RECEIVED TO ELECT PRESIDENT–ELECT VICE PRESIDENT SECRETARY fifth DISTRICT TRUSTEE (OPEN) seventh DISTRICT TRUSTEE tenth DISTRICT TRUSTEE twelfth DISTRICT TRUSTEE CREDENTIALS REPORT Thursday Friday 1. Board of Trustees 2. Delegates Total Voting Members 1 & 2 3. Alternates TOTAL CREDENTIALED

2009 ADAA CONFERENCE RULESRULES ON ATTENDEES OFTHE ADAA ANNUAL CONFERENCE 11. The Board of Trustees shall have the authority to approve the min- Proposed 2009 ADAA Session Rules utes of the House of Delegates after receipt of the final report of 1. No individual shall take part in the proceedings of the Annual the committee to Review the Minutes of the House of Delegates. Conference (except in preliminary caucuses) until the individual has registered and secured an official conference badge. Badges 12. All electronic devices (i.e. cell phones, pagers, etc.) shall be si- must be visible at all business and educational functions. lenced during all ADAA House of Delegates proceedings. ADAA staff will keep phones and walkie-talkies on vibrate or low. 2. No person, group, or company may sell merchandise or materi- als unless duly registered with the ADAA as an exhibitor. 13. Roberts Rules of Order/Newly Revised (Current Edition) shall be the parliamentary authority.REGISTRATION 14. These Conference Rules shall remain in effect for all meetings, 1. Individuals attending business and educational sessions must including meetings at the next Annual Conference or special register prior to admittance. meetings of the House of Delegates, or until such a time the House of Delegates adopts new conference rules. 2. In addition, the Board of Trustees and all delegates and alter- nates must present the official conference badge in order to RULES ON DELEGATES receive official ribbons and voting cards for balloting and to at- tend House of Delegates sessions. 1. A credentialed alternate may take the place of a credentialed dele- gate during any business meeting, provided the change is recordedRULES ON CREDENTIALS SUBCOMMITTEE by the Chairman of the Credentials Subcommittee. This change must be verified by the District Trustee or the State President. 1. The Credential Subcommittee shall report at the beginning of each meeting of the House of Delegates the number of creden- 2. Any delegate wishing the floor shall approach the designated tialed delegates, alternates, and voting members of the Board microphone, wait to be recognized, address the Chair, and state of Trustees who are registered and shall make a supplementary their name and the name of their state association and district. report at each House of Delegates business session. a. When appropriate, the delegate should state whether theyRULES ON CONFERENCE MEETINGS are speaking in favor of or in opposition to a question. 1. The House of Delegates of the American Dental Assistants As- RULES ON MOTIONS IN RESOLUTION FORMAT sociation shall consist of: a. credentialed delegates elected by the state associations or The following rules pertain only to motions in “resolution” format that the membership of geographical areas with no state asso- have not been noticed in the delegate's handbook: ciations or (in their place) credentialed alternates; b. the credentialed voting members of the Board of Trustees; and 1. A resolution offered by an individual member, council, or dis- c. credentialed Federal District Section delegates trict shall be in writing. The individuals who made and seconded the resolution must sign it. Each individual signing the resolu- 2. Trustees shall be seated together with their credentialed del- tion shall be a voting member of the House of Delegates. egates in a reserved area. Officers shall be seated at the dais. a. Delegates must physically present their credentials prior to 2. Prior to presenting the resolution to the House of Delegates, the being granted a seat on the floor of the House of Delegates. Chair shall be given notice of the resolution. Once notice of the resolution has been made, it shall be submitted directly to the 3. One student delegate (without voting privilege) from each state Resolutions Reference Committee without debate. In accordance may be seated on the floor with their respective state delegation. with the ADAA Manual of Procedures, the Resolutions Reference Committee shall assure that the proposed resolution is in proper 4. All motions and amendments made from the floor shall be pre- format prior to transmission to the House of Delegates. sented in writing on an official form to the presiding officer. 3. The rules contained within this section pertain to all new reso- 5. Debate on any question shall be limited to two (2) minutes for lutions as well as motions for amending, substituting, or re- each speaker. The timekeeper shall indicate to each speaker a scinding existing resolutions referenced in the ADAA Manual thirty (30) second warning before expiration of time allowed. of Policies and Resolutions. No speaker shall speak more than once on the same question until all have spoken. 4. Once the resolution is in proper form it shall be presented to the House of Delegates for action. The Resolutions Reference 6. The right to speak may be granted to any individual who is not Committee shall report to the House of Delegates any recom- a member of the House of Delegates by the Chair or by a major- mendations regarding the resolution. ity vote of the House of Delegates. RULES ON NOMINATIONS AND ELECTIONS 7. Materials pertaining to elections shall be limited to credentials and position statements. 1. A voting member may nominate individuals who have not been nominated prior to March 31 of the election year from the floor 8. No recording (i.e. audio or video) of the business proceedings of of the House of Delegates. Candidates nominated from the floor the Annual Conference shall be permitted unless permission is must make written qualifications available to all delegates voting granted by the House of Delegates. for this position. The voting member must inform the House of Delegates of the candidates' qualifications and shall submit these 9. Minutes of the House of Delegates are the official and exclusive qualifications to the Secretary. All candidates shall make an oral record of the proceedings. Final minutes shall be made avail- statement to the Delegates and may distribute only information- able to ADAA members upon written request to ADAA Central al materials to the House of Delegates. Campaign material is not Office and payment of a service fee. allowed for distribution to the House of Delegates. 10. A committee to review the House of Delegates minutes shall be 2. No candidate for office shall serve as a teller or a member of the appointed by the President during the 1st House of Delegates. elections subcommittee. The committee shall function in accordance with the ADAA Manual of Procedures.

Proposed Amendments to ByLaws Article IV — Membership Section 1. Admission. Membership shall not be based upon race, color, religion, sex, national origin, or age. Section 2. Membership. There shall be two membership categories: Professional Membership and Limited Membership. A. Professional Member Category. Members in the Professional Membership Category shall have access to all member benefits and services provided by the Association. There shall be the following Professional Member Classifications: Active, Student, Hon- orary, International, Life, Special, Associate, and Federal Services. 1. Active. Active membership may be granted to any dental assistant who will support and promote the objectives of this Association. An active member shall have the privilege of voting, holding elective office and serving as chairman or mem- ber of a committee. Active members shall pay annual national and state dues as determined by the adopted budget of the Association and the designated state. 2. Student. Student membership may be granted to any student enrolled in a dental assisting program, or to a graduate of a dental assisting program enrolled full-time in either a program related to dentistry or in a college degree program, who will support and promote the objectives of this Association. A student member shall have the privilege of serving as a member of a committee. Student members shall pay annual dues as determined by the adopted budget of the Association. 3. International. International membership may be granted to a dental assistant residing in a country other than the Unit- ed States or its territories who will support and promote the objectives of this Association. International members shall pay annual national dues as determined by the adopted budget of the Association. International members shall not take part in any governance of the Association (local, state, or national level). An International member shall not have the right to vote, participate in any deliberations or attempt to influence new or existing ADAA policies. International members may form a committee (comprised of other international members only) to propose or make recommendations to the ADAA Board of Trustees for consideration. 4. Honorary. Honorary membership may be conferred upon an individual who has contributed substantially to the welfare of the dental assisting profession. To be elected an honorary member, the individual shall be approved through unanimous vote of the Board of Trustees and a two-thirds (2/3) vote of the House of Delegates. Honorary members shall pay no dues and shall have the privilege of serving as a member of a committee. 5. Life. a. Life Membership Categories. i. Life Membership shall be granted to an active member who has maintained continuous active membership, or who has maintained continuous active membership interrupted by student membership, for a period for twenty-five (25) years and who will support and promote the objectives of this Association. ii. Retired Life Membership shall be granted to any Life Member who has reached age of sixty-two (62) or until a disability prevents employment as a dental assistant. b. Privileges of Life Membership i. A Life Member shall receive a life membership card, be required to pay full dues, and shall have all privileges and ben- efits of active members. Proviso: This does not affect the members who have achieved life membership before October 23, 1979 and pay no dues or members who have achieved life membership before October 8, 1988 and pay fifty per-cent (50%) of active member dues. ii. A life member who has maintained continuous active membership interrupted by student membership, for a period of thirty-five (35) years shall pay National dues at a twenty-five (25%) reduction. iii. Retired life members shall receive a retired life membership card, shall pay no dues, shall maintain all the privileges of active membership, and receive the ADAA Journal at no additional charge. 6. Special. a. Eligibility. i. A special membership shall be granted to an active member who has reached retirement age as recognized by the Fed- eral Social Security Act 42 United States Code Annotated 402; and who has maintained continuous active membership, or continuous active membership interrupted by student membership, for a period of fifteen (15) years and who will support and promote the objectives of this Association, or ii. A Special membership shall be granted to a person totally and permanently disabled who has maintained continuous active membership, or who has maintained continuous active membership interrupted by student membership, for a period of ten (10) years and who will support and promote the objectives of this Association. b. Privileges. A special member shall pay yearly dues in the amount of one half (1/2) of the dues of active members and shall have all the privileges of active members. 7. Associate. a. Associate membership shall be limited only to individuals who have no other access to ADAA Professional membership, are employed in a dental-related industry and who support the goals and objectives of the ADAA Mission Statement.

b. Associate membership shall not take part in any governance of the Association (local, state, or national level). An As- Proposed Amendments to ByLaws sociate member shall not have the right to vote, participate in any deliberations or attempt to influence new or existing ADAA policies. Associate members may form a committee (comprised of other associate members only) to propose or make recommendations to the ADAA Board of Trustees for consideration. c. A ssociate members shall not be required to pay local or state dues, nor be eligible for any membership benefits other than those listed in these bylaws. d. Associate members shall receive the official publication of the American Dental Assistants Association, and ADAA membership pin, a certificate of ADAA membership and recognition as an ADAA Associate member. e. Associate membership dues shall be established by the ADAA Board of Trustees. 8. Federal Services Membership. a. Federal Services membership shall be granted to only those dental assistants who obtain membership through one of the United States Federal Services branches having a contractual relationship with the ADAA. b. A Federal Services member may be on active military duty or a civilian who is currently employed by a branch of the United States Federal Services as a dental assistant. c. Federal Services members may have the privilege of serving as a delegate to the ADAA House of Delegates, serving on the Board of Trustees as the elected Trustee of the Federal Services Membership Classification, and serving as members of councils. i. Federal Services members are eligible to serve as elected or appointed officers of this Association. d. Federal Services members shall not be required to pay State or Local dues. e. Federal Services members shall receive the official publication of the ADAA, “The Dental Assistant Journal.” B. Limited Member Category. There shall be the following Limited Member Classification: E-Member. 1. E–Membership may be granted to any individual who will support and promote the objectives of this Association. E–Members shall pay annual national dues as determined by the adopted budget of the Association. 2. E–Members shall not take part in any governance of the Association (local, state, or national level). An E–Member shall not have the privilege to vote, hold elective or appointed office, and/or serve on a council or committee. 3. E–Members shall not participate in any formal deliberations or attempt to influence new or existing ADAA policies during meetings of the Association, State Associations, and Local Organizations. 4. E–Members shall not be eligible for any Association awards or scholarships. 5. Privileges of E–Membership: a. E–Members shall have access to the Association Website with Association web privileges to be assigned by the ADAA Board of Trustees. b. E–Members may be offered access to limited professional services or benefits offered by the Association, not to include professional liability insurance. c. E–Members shall be entitled to access select electronic services and publications and receive select electronic correspondence offered by the Association via e–mail at no additional charge. E–members may elect to purchase subscriptions to the official publications offered in hard–copy by the Association. Section 3. Tripartite. A. A person applying for Professional Membership in the ADAA, a State Association, or a Local Organization shall be required to main- tain membership in the ADAA, the State Association (where one exists) and the Local Organization (where one exits), except for As- sociate Membership, International Membership, and Federal Services Membership. B. A person applying for membership through any Limited Membership Category (i.e.: E-Membership) shall not be entitled to membership in a State Association or a Local Organization of the ADAA.Article V — Dues Section 1. Payment. Dues Assessments. Dues for all membership classifications shall be recommended by the Board of Trustees, and shall be determined by the House of Delegates at the beginning of the fiscal year in which such dues are applicable, and paid directly to the ADAA Central Office by each member. Section 2. Payment. All deadline dates pertaining to payment of dues, late payment fees, and cancellation of membership shall be de- termined by the Board of Trustees. The liability insurance premium shall be set by the Board of Trustees. State dues, Local dues, and the liability insurance premium shall also be paid directly to Central Office by each Professional Member through the modular dues collection process. Section 3. Refunds. No dues shall be refunded to any member whose membership terminates for any reason. Section 4. Promotions. The Board of Trustees may authorize special membership promotions, which affect the dues structure. All promo- tions must specify an expiration date.

Highlights of Dental Assisting Education To review the extensive track available for dental assisting professionals, please check the ADA Preliminary program at www.ada.org or order your copy from ADAA at 312-541-1550 x200 or [email protected]. Thursday, October 1, 2009 5309 The Art of the Examination: How To Gain Acceptance For Comprehensive Dentistry 5203 Obtaining Accurate Alginate Impressions 8:00 – 10:30 am 7:30 – 10:00 Am Barry Polansky, dmd Sarah Conroy, dds, rdh Workshop ce hours: 2.5 Lecture CE hours: 2.5 Fee: $185 before 9/3 $205 After 9/3 Fee: None Location: Plumeria, Ala Moana Hotel Location: 316A This hands–on course will teach the latest information andADAA Education techniques for taking and producing excellent alginate im- This course will cover how to do a complete examination pressions. Patient preparation, tray selection and modifi- with an emphasis on the \"soft skills\" necessary to have your cation, mixing, loading, seating, removal, inspection and patients accept comprehensive dentistry. infection control will be covered. Educational Objectives: Educational Objectives: ✦✦ Understand a sound philosophical approach to per- ✦✦ Implement techniques for taking and evaluating al- forming a comprehensive exam. ginate impressions. ✦✦ Understand the importance of sequencing treat- ✦✦ Evaluate the different types of alginate materials ment planning. and methods of mixing alginate. ✦✦ Utilize a predictable method of case presentation ✦✦ Implement proper storage and disinfection tech- through storytelling. niques of alginate impression. Dr. Polansky graduated from the University of Pennsylvania Dr. Conroy maintains a private practice in columbus, oh. She re- School Of Dental Medicine in 1973. At the present time Dr. Po- ceived her rdh and dds degrees from Ohio State University. lansky practices dentistry in Cherry Hill, n.j. He is the author She was instrumental in developing a dental hygiene program of The Art Of The Examination, and is visiting faculty at the at Columbus State Community College and served as clinical Pankey Institute. director. She lectures nationwide. 5114 Fighting Plaque With A Healthy Back: Also presented Thursday, 11:30 am – 2:00 pm Musculoskeletal Wellness For the Dental Assistant Code: 5213 Location: Plumeria, Ala Moana Hotel 11:30 am – 2:00 pm Bethany Valachi, pt, ms, ceas Lecture CE hours: 2.5 Fee: $15 before 9/3 $25 after 9/3 Location: 304 Dental assistants face some of the greatest ergonomic challenges on the team. In this interactive, research– based seminar, assistants will learn powerful strategies to prevent and manage occupational pain, including equip- ment, positioning and exercise. Educational Objectives: ✦✦ Recognize msds to which assistants are most prone and implement prevention.

✦✦ Identify how different stools and their adjustment prizes. Different information is covered in each course. impact spinal health. Educational Objectives: ✦✦ Target key muscles in a preventive exercise and ✦✦ Share ideas on patient care with other dental assistants. stretching program. ✦✦ Understand new products and techniques availableMs.Valachi, is a physical therapist, dental ergonomic consul- for their practice.tant and author of the book practice dentistry pain–free. She ✦✦ Recognize the value of dental assistants to qualityis ceo of Posturedontics, a company that provides research–based education, and is Instructor of Ergonomics at Oregon patient care.Health and Science University School of Dentistry. Ms. Blake is the Director of Education and Professional Relations5313 The Power Of the Question: Taking Your for the American Dental Assistants Association and an adaa Patients From Denial To Action Past President. She has been a dental assistant for 36 years.11:30 am – 2:00 pm Also presented Friday, 11:30 am – 2:00 pmMary Osborne, rdh Code: 6116 Location: 303Lecture CE hours: 2.5Fee: NoneLocation: 303 ADAA EducationQuestions asked with genuine interest are more powerful 6204 On the Edge: Instrument Sharpeningthan catchy scripts or pat phrases in helping your patientschoose health. You can help them break the bonds of fear, 7:30 – 10:00 amchange longheld assumptions about dental health, and Sarah Conroy, dds, rdhmove from denial to action. Workshop CE hours: 2.5Educational Objectives: Fee: $185 before 9/3 ✦✦ Help patients take ownership and responsibility for their health. $205 After 9/3 ✦✦ Ask questions which support learning and lead to Location: Plumeria, Ala Moana Hotel healthy choices. This hands–on workshop introduces both power and the ✦✦ Attract patients who make decisions based on qual- hand–held stone method of sharpening dental hygiene ity as well as price. instruments. Principles of both will be included with a quick easy approach to sharpening. This workshop in-Ms. Osborne is known internationally as a consultant, speaker cludes a lecture and hands–on instruction.and producer of newsletters and audio/video programs. Shespeaks from the experience of over forty years in dentistry. She Educational Objectives:is on the visiting faculty at the Pankey Institute and serves as aPankey Foundation advisor. ✦✦ Sharpen instruments quickly and easily.Friday, October 2, 2009 ✦✦ Utilize power and hand–held sharpening techniques for instruments.6115 Dental Assisting: Roundtable Learning ✦✦ Produce a sharp edge without changing the original7:30 – 10:30 am instrument design.Jen Blake, cda, efda, fadaa Dr. Conroy maintains a private practice in Columbus, Ohio.Workshop CE hours: 3.0 She received her rdh and dds degrees from Ohio State University. She was instrumental in developing a dental ➤Fee: $50 before 9/3 $70 after 9/3Location: 303Back by popular demand. Share with other dental assistantsin small group discussions. Have fun in this fast–pacedcourse filled with information, product samples and door

hygiene program at Columbus State Community College and Educational Objectives: served as Clinical Director. She lectures nationwide. ✦✦ Understand the many different adhesive systems and proper use. Also presented Friday, 11:30 am – 2:00 pm ✦✦ Better understand the importance of the hybrid layer. Code: 6214 ✦✦ Recognize and troubleshoot existing adhesive issues. Location: Plumeria, Ala Moana Hotel Ms. Wallace's chairside career has included general and cos- 6301 Inside The Consultants' Files metic dentistry. Ms. Wallace is an active member of the adaa and currently is Vice–chair of the adaa Foundation. She has 7:30 – 10:00 am been employed by Ultradent Products Inc., since 1996. Linda Miles & Saturday, October 3, 2009 Rhonda Savage, dds 7204 Tray Options For Bleaching, Sensitivity and Lecture CE hours: 2.5 Caries Control: Custom, Boil & Form, & Disposable Trays Fee: None 7:30 – 10:00 am Location: 316A Van Haywood, dmd Workshop CE hours: 2.5ADAA Education Linda Miles and Dr. Rhonda Savage Fee: $185 before 9/3 will give several practice case studies $205 After 9/3 outlining main management chal- Location: Plumeria, Ala Moana Hotel lenges, recommended solutions and Construct a custom bleaching tray on a properly trimmed positive outcomes. Both consultants cast. Other tray options such as boil and form and dispos- feel 95% of practice challenges can be able trays will be demonstrated for bleaching, in sensitivity resolved. Come and compare your is- treatment and caries control. Casts will be provided to use sues with ours. and take for a patient demonstration. Educational Objectives: Educational Objectives: ✦✦ Develop appropriate tray designs for bleaching, and make a patient demo cast. ✦✦ Know that their own management and team issues ✦✦ Design boil & form trays used with teenagers, chil- can be easily resolved. dren and in orthodontics. ✦✦ Design bleaching trays used for caries control, and ✦✦ Become a consultant to their own practice by moni- for sensitivity treatment. toring numbers that count. Dr. Haywood is a professor in the department of Oral Reha- bilitation, School Of Dentistry, Medical College Of Georgia and ✦✦ Understand what teamwork and improved systems can do for their own practice. Ms. Miles has consulted hundreds of dental practices in the past 30 years. She is most passionate regarding exceptional patient care and discovering the untapped potential that can be found by empowering the dentist and the entire dental team. Dr. Savage graduated from the University Of Washington, School Of Dentistry in 1989 with multiple honors. Dr. Savage was in private practice for 16 years, has authored many pub- lished peer–reviewed articles and has lectured internationally. She is currently the ceo of Linda Miles and Associates. 6117 Adhesive Procedure Do's and Don'ts For the Dental Assistant 8:00 – 10:30 am Victoria Wallace, cda, rda Lecture CE hours: 2.5 Fee: $15 before 9/3 $25 after 9/3 Location: 304 This course is full of information to help the clinical dental assistant better understand and perform the bonding pro- cess. Adhesive technology changes often and it is important for the dental assistant to stay on top of these changes.

Director Of Dental Continuing Education. He co–authored the ✦✦ Make provisionals for crown, bridge, inlay and onlay,first publication on nightguard vital bleaching and has published and porcelain veneers.100 articles on bleaching and a book. Dr. Glazer is an international author and clinician on the subjectsAlso presented Saturday, 11:30 am – 2:00 pm of new materials and forensic dentistry. He is the Deputy ChiefCode: 7214 Forensic Dental Consultant To the Office Of Chief Medical Ex-Location: Plumeria, Ala Moana Hotel aminer, New York City, N.Y., and has been named as one of the leading clinicians in continuing education by dentistry today.7316 Forensic Odontology:The Tales That Teeth Tell11:30 am – 2:00 pm 8310 Body Art: Myths and RealitiesHoward Glazer, ddsLecture CE hours: 2.5 8:00 – 10:30 amFee: None Pamela Wood, med, rdh, cdaLocation: 313A Lecture CE hours: 2.5 Fee: NoneThe presentation will discuss the role and responsibility Location: 318of the forensic dentist in both civil and criminal matters.Discussion will include the identification of remains, in- New trends in body art and body modification are constant- ADAA Educationterpreting bite marks, child and adult abuse, and mass di- ly emerging. We must be aware of the impact these practic-saster incidents. es have on oral health. Separate truth from fiction and learn how to provide accurate information to your patients.Educational Objectives: Educational Objectives: • Understand the role and responsibilities of the fo- rensic dentist. ✦✦ Learn how the history of body piercing and tattooing has influenced society. • Better comprehend the dentist’s response in mass disaster identification. ✦✦ Differentiate between myths and realities of body art and body modification. • Recognize bite marks and other signs of abuse. ✦✦ Identify how body art impacts oral health.Dr. Glazer is an international author and clinician on the subjectsof new materials and forensic dentistry. He is the Deputy Chief Ms. Wood is a professor in the Dental Health Department atForensic Dental Consultant To the Office Of Chief Medical Ex- the Community College of Rhode Island. In addition to beingaminer, New York City, N.Y., and has been named as one of the an educator, she is also a practicing hygienist with experienceleading clinicians in continuing education by dentistry today. in a variety of clinical settings.Sunday, October 4,, 2009 Note that schedules are subject to change without notice.8206 Impressions and Provisionals: No Fuss–No Muss! Please go to www.ada.org/goto/session for any updates. 7:30 – 10:00 am All courses unless otherwise indicated Howard Glazer, dds are held at: Workshop CE hours: 2.5 Fee: $185 before 9/3 The Hawaii Convention Center $205 After 9/3 1801 Kalakaua Avenue Location: Plumeria, Ala Moana Hotel Honolulu, HI 96815This course will familiarize attendees with the latest ad- www.hawaiiconvention.comvantages and techniques for proper impressions and pro-visionals. Techniques will be simple and easy to follow us- Ala Moana Hoteling state–of–the–art materials that require no mixing and 410A Atkinson Drare useful with various techniques. Honolulu, HI 96814 (808) 377-4151Educational Objectives: www.alamoanahotel.com ✦✦ Know the different types of impression materials. ✦✦ Take a good impression.

ADAA Official Headquarters Hotel WaikikiBeachMarriott Resort and Spa 2552 Kalakaua Ave Honolulu, HI 96815 (808) 922–6611Conference Services Special Assistance Transportation Public Transportation Should you require special assistance, Hertz Car Rental “The Bus” wheelchairs will be available for use ADA reservation code: CV02QD0019 Bus Routes 19 and 20 service within the Hawaii Convention Center Phone: (800) 654–2240 the Waikiki area at no charge. If you require a wheel- (Tollvfree U.S. and Canada only) Phone: (808) 848–5555 chair for use outside the Convention or (405) 749–4434 for route information Center, or a scooter, rentals are avail- Online: www.thebus.org able by contacting: Airport Shuttle Service Company: MC&A, Inc. ADAA Central Office: Scootaround Inc. Phone (877) 589–5589 Chicago, (877) 874–3785 Phone: (888) 411–7575 (Toll–free U.S. and Canada only) (Toll–free U.S. and Canada only) (Toll–free U.S. and Canada only) or (808) 589v5589 or (312) 541–1550 or (204) 982–0657 Online: Fax (204) 478–1172 www.activitysaleshawaii.com/ada2009 ADA Central Office: E-mail: [email protected] Hours: Monday–Friday Chicago, (800) 232–1423 Online: www.scootaround.com 8:00am – 5:00pm Hawaii Std. Time (Toll–free U.S. and Canada only) (48 hours in advance for reservations) or (312) 440–2388 Tour Information Shuttle Bus Schedule MC&A, Inc. Wednesday, September 30 Attn: American Dental Association 11:30am – 5:30pm Hawaii Convention Center/Official Hotels 615 Piikoi Street, 10th Floor Honolulu, HI 96814 4:30 – 8:30pm Official Hotels/Waikiki Shell Phone: (877) 589–5589 (Toll–free U.S. and Canada only) Thursday, October 1 or (808) 589–5589 6:00am – 4:00pm Hawaii Convention Center/Official Hotels Fax: (808) 589–5583 E-mail: [email protected] Friday, October 2 Hours: Monday–Friday 6:00am – 6:30pm Hawaii Convention Center/Official Hotels 12:30pm – 8:30pm Central Time 6:30pm – 10:30pm Official Hotels/Waikiki Shell (Evening Special Event) Saturday, October 3 6:00am – 4:00pm Hawaii Convention Center/Official Hotels Sunday, October 4 6:30am – 5:30pm Hawaii Convention Center/Official Hotels

Council on Annual Conference Wendy Whitehouse Natalie Kaweckyj, rdarf, cda, Conference SupportStephen E. Spadaro, Chair Greenfield, IN cdpma, coa, comsa, madaa, ba San Antonio, TX Joann B. WineingerAngela M. Swatts, Vice Chair Denton, TX 7th District Trustee Indianapolis, IN Linda K. Bilby Maureen Mosse, cda, rda, fadaa Sapulpa, OK 8th District TrusteeNominations Cheri Starnes Ronda V. Lane, BS, CDA, RDALana Wright, Chair Middleburg, FL 9th District Trustee Concord, CA Bettie Rogers bonnieL.Marshall,cda,efda,efoda,Candy Ryan Hodges, SC aas,madaa Indianapolis, IN 10th District Trustee Council on Governance Rosana Rodriguez, CDA, CDPMAMinutes Review 2008 Natalie Kaweckyj, Chair 11th District TrusteeSandra J. Rodier, Chair Minneapolis, MN Claudia G. Pohl, CDA, RDA, FADAA Sweetwater, NJ Ronda V. Lane, Vice Chair 12th District TrusteeLinette Schmitt Irving, TX SGM Exerline M. Drumm Brooklyn Park, MN Federal District TrusteeCathy Roberts (Consultant) Conference Rules Bloomington, IN Mary Harrison, Chair ADAA Central Office Staff Portland, OR Lawrence H. SepinCredentialsKristy Borquez, Chair ADAA Officers & Trustees 2007–08 Executive Director Granada Hills, CA Kimberly G. Bland, CDA, BS Douglas McDonoughCharlotte Ryman ADAA President Rochester, NY Stephen E. Spadaro Assistant Executive Director &Mary Kay Darr President-Elect Director of Marketing and Orlando, FL Angela M. Swatts, CDA, EFDA Communications Vice President Jennifer K. Blake, CDA, EFDA, FADAAElections & Balloting Shelley B. Douglas, CDA Director of Education & ProfessionalShari Becker, Chair Secretary Relations Concord, CA Cathy J. Roberts, CDA, EFDA, COA, Nancy Rodriguez Senior Information Systems Analyst &New Delegate Sub–Committee CDPMA, MADAA Manager, Meeting Services& District Tellers Immediate Past President Erek ArmentroutSusan D. Bentley-Camizzi, Chair Virginia M. Cairrao, CDA, FADAA Membership Development Manager Buffalo, NY 1st District Trustee Isabel GuillenShelley Douglas Susan D. Bentley-Camizzi, CDA Manager, Member Records Prairie Village, KS 2nd District Trustee Wilhemina R. Leeuw, CDA, BS Barbara Hickey, COA, CODA Education CoordinatorCouncil on Awards & Scholarships 3rd District Trustee Ada MarrellAngela M. Swatts, Chair Nanette Hill, CDA Accountant Indianapolis, IN 4th District Trustee Robert E. PalmerShelley Douglas, Vice Chair Susan M. Rexroat, EDDA, CDPMA, Advertising Sales Manager Prairie Village, KS Santos Robles CDA, MS Manager of Education,Members 5th District Trustee Information SupportCynthia D. Ramirez Lori D. Barnhart, CDA, RDA Michi Trota Kansas City, MO 6th District Trustee Managing Editor

Discover HawaiiOceanActivitiesand ToursAtlantis Submarine Dive more than 100 feet below the surface and experience the exotic underwater seascape.Star Sunset Dinner & Show Cruise Enjoy an evening of live entertainment and fine dining aboard the \"Star of Honolulu\"Makani First–Class Sailing Experience the thrill of the ocean in the comfort of a 65' high catamaran.Deep Sea Fishing Cast your lines off the tropical shores of Oahu, home to some of the biggest game fish in the world.Ocean Kayak Adventure Explore the Windward Coastline in this unique adventure for both first-time and seasoned paddlers.Surf School Hawaii Learn the fundamentals of surfing with surfing professional Hans Hedemann.Waikiki Ocean Fun & BBQ Cruise Choose from a variety of water activities and enjoy a freshly grilled BBQ luncheon while aboard the \"Starlet.\"Hawaiian Cultural & Lunch Cruise Discover Hawaii's diverse and rich history aboard the award-winning \"Star of Honolulu.\"LExcursionsBy andand by Air Arizona Memorial & City Tour Spend the day exploring the city of Honolulu and the Arizona Memorial Museum. Pali Makani Helecopter Tour Get a bird's eye view the best of Oahu in this exhilirating and unique tour. Honolulu's Hidden Treasures Explore Honolulu’s most interesting historic and natural sights in this guided tour. Sea Life Park Get up close and personal with over 1,000 species of marine animals at Sea Life Park Hawaii. Grand Circle Island with Kualoa Ranch & Dole Plantation Take an all–day tour circling Oahu, including a scenic tram ride into the Koolau Mountains and Dole Plantation. Tale of Two Palaces Tour some of the island’s historical palaces, a not–to–be–missed event. Valley of the Rainbows Adventure Take a guided tour of Lyon Arboretum, an exotic rainforest home to 5,000 species of plants. North Shore Adventure Journey to the Valley of Temples, Turtle Beach and observe native plantlife and wetland species*Visit www.ada.org/goto/session for complete list of tour descriptions and information. Tour registration can be done online,by mail or by fax. Advanced purchase is recommended. Deadline to pre-order tickets is Friday, September 18, 2009. Tour tick-ets, if still available, will be sold on–site at the Tour Sales Desk located at the Hawaii Convention Center.

Attend the 2009 Annual Session and Celebrate 150 years of the ADA Experience Aloha An Unforgettable Evening Under the Stars Friday, October 2 7:30 p.m. - 9:30 p.m. • Waikiki Shell Explore seven Polynesian cultures through hands-on activities for the whole family. Witness the music, the dances and the pageantry of the islands as over 100 talented performers bring the magic of Polynesia to life in a stunning stage spectacular. Purchase your ticket today through the Annual Session registration system and Experience Aloha! Shuttle service provided from all ADA official hotels. This year’s series has been Wednesday, September 30 Featuringunderwritten in part by the ADA Opening General Session and Distinguished Speaker Series 5:30 p.m. - 7:30 p.m. • Waikiki Shell Sidney Poitier Foundation through a grant from Johnson & Johnson. Be a part of this dazzling journey through the history of dentistry! Celebrate the achievements of your colleagues, past and present, and get a glimpse of the future of this critical profession. Don’t miss the inspiring 2009 Distinguished Speaker Series featuring Sidney Poitier, the award-winning actor, writer, director and diplomat. Theater and lawn seating available on a first-come, first-served basis. Shuttle service provided from all ADA official hotels.

Practice MattersBetty Ladley Finkbeiner, CDA-Emeritus, BS, MS ManagingCultural Differences in the Dental OfficeMaintaining an open and accessible practice for all patients early 45 years ago in my original dental assisting posi- Tips on Facilitating Interaction tion I was exposed to my first cultural experience. I was in my early twenties, very naïve, and yet so proud to be Be non–judgmental. Do not make judgments based on anworking as a Certified Dental Assistant for Dr. Joseph S. Ellis, in individual’s values, culture, appearance, intelligence, atti-Grand Rapids, Mich. One day, Dr. Ellis told me that he had filled tudes, or other characteristics.the 2:30 pm opening with the Archbishop of the Antiochian Or-thodox Church, who was from the New York district. Being a Respect the other person’s time by being prompt. Hard as it mayMethodist I expected someone to walk into the office with a cleri- be, demonstrate patience with patients who do not understandcal collar and speak fluent English. Not so. He spoke broken Eng- the American value of time. In some countries the concept oflish and was dressed in more formal clerical attire which posed a “time is money” is not common. Once you become familiarproblem as I attempted to adjust the headrest to compensate for with a patient, try to make adjustments in the schedule so youhis head wear. can be productive if you have to wait for this patient. You may I was soon to receive a cultural education in how to work with even list an earlier time on their appointment card than you dopatients and others who do not wear the same clothing, speak the on your schedule to ensure they will arrive on time.same language, or have the same quality of dental care as Ameri-cans. During my ten years working with Dr. Ellis, I realized the im- Speak Standard English. Avoid using slang terms.portance of respect for others, that not all metal crowns were castgold, not all patients had the same values, and that not all patients If the office is located in a multi–cultural area, consider havingcelebrated the same holidays as I did. bilingual signs and business cards. This idea can extend into My career path has afforded me the opportunity to work with health questionnaires or other educational materials given tovarying ethnicities and to realize cultural differences. In my first patients.year of teaching at Washtenaw Community College in Ann Ar-bor, Mich., I was fortunate to have a student who spoke fluent A smile is a generally acceptable gesture in most cultures.Spanish. I found out how important being bilingual was in patientcommunication when she was called upon to interpret patient Several cultures are offended by people standing with handssymptoms during one of her first rotations at the University of in their pockets.Michigan School of Dentistry. The college classroom providesendless opportunities to understand the cultures that exist in Be aware of your gestures. Cultures vary with many gesturesthe dental practice. Today we must realize that we are looking at for instance:a world market in classrooms and dental offices as they becomevital multicultural units. • In China and Japan hugging and kissing when greeting The word culture comes from the Latin root colere (to inhabit, to are uncommon. • Persons from both China and Japan avoid prolonged di- rect eye contact. • In the Philippines, handshaking is common custom for both men and women. • Filipinos as well as the Taiwanese consider speaking in a loud voice ill–mannered and rude. • The Taiwanese are not a touch–oriented society and pub- lic displays of affection are rare. • In Taiwan the open hand is used to point. Box 138 The Dental Assistant September/October 2009

Cultural Comparisons is how the Eskimo language has six words for snow, whereas the English language has Aspect Mexico Canada/USA only one—snow. Family Family is the first priority. Family is usually second to work. Another factor in communication within Religion Children are celebrated and sheltered. Children often minimally parented; various cultures is silence. Here in the United Education Wife fulfills domestic role. States we are a talk society. For an American, Mobility is limited. are independent. silence can be uncomfortable. Silence is not Nationalism Wife often fulfills dual roles. usually considered appropriate in the Ameri- Long Roman Catholic tradition. Mobility quite common. can workplace. For instance, if an American Personal Fatalistic outlook. \"As God wills.\" is reprimanded in the workplace, he or she Sensitivity Memorization. Mixed religions. is allowed to respond verbally to show that Emphasis on theoretical. \"Master of own life\" outlook. the reprimand has been understood and to Etiquette Rigid, broad curriculum. explain how he or she will correct the situ- Appearance Very nationalistic. Analytical approach. ation or not make the mistake again. In the Proud of long history and traditions. Emphasis on the practical. Philippines, however, the worker more likely Status Reluctant to settle outside Mexico. Narrow, in–depth specialization. would say nothing and apologize with an ac- Aesthetics tion such as extending a favor to the one who Difficulty separating work and (U.S.)Very patriotic. has been offended.2 Ethics personal relationships. Proud of \"American way of life.\" Assumes everyone shares his/her Although Mexico is physically close toBox 23 Sensitive to differences of opinion. the United States, Mexico is a different coun- Fears loss of face, especially publicly. materialistic values. try than her northern neighbor. Mexico has Shuns confrontation. (Canada) Less than U.S. Often has a different history and thus different culture \"Old world\" formality. and ways of doing and looking at things. We Etiquette and manners seen as more \" World\" view. may assume things are the same “south of the border,” but they are not. Mexican beliefs, measure of breeding. Separates work from emotions/ expectations, ethics, etiquette, and social Dress and grooming are status symbols. personal relationships. conduct are so different as to be from a differ- Title and position more important ent world. Thus, when treating such patients, Sensitivity seen as weakness. you must be aware of the cultural differences than money in eyes of society. Tough business front. and seek to understand how you can explain Importance of aestheticism even at work. Has difficulty with subtlety. the method of practice in your office. Box 2 Truth tempered by need for diplomacy. (left) illustrates cultural attitudes of Mexico Truth is a relative concept. Formality often sacrificed for efficiency. compared to the United States and Canada. \"Let's get to the point\" approach. If your office has a significant number of Appearance secondary to performance. Spanish speaking patients, all efforts must be made to provide literature, health forms, and Money is main status measure and is other communication in both English and reward for achievement. Spanish. Spanish Terminology for the Dental Team is small book published by Mosby to No time for \"useless frills\". aid offices and schools with common phrases used with Spanish–speaking patients. Direct Yes/No answers given/expected. Truth seen as absolute value. ❖cultivate, or to honor). In general, it refers to communicate with the difference not only Works Citedhuman activity. Culture is a shared, learned, in generational changes but in cultural dif-symbolic system of values, beliefs and atti- ferences. Culture makes a great difference in Learn to Become Bilingual. Spanish Book oftudes that shapes and influences perception communication. We learn to speak and give Common Statements.and behavior—an abstract \"mental blueprint\". nonverbal cues based on our culture. There 1. David Hesselgrave, “Verbal and nonverbal Communi- are several issues that impact communica- cation,” http://home.snu.edu/~hculbert/verbal.htm. The dental professional’s work in the tion in the dental office. 2. David Hesselgrave, “Verbal and nonverbal communi-dental office is impacted by culture. People cation,” http://home.snu.edu/~hculbert/verbal.htm.growing up in one generation experience First is the use of non–equivalent words. 3. www.mexconnect.com/mex_/culxcomp.html.different situations in their formative years The findings of ethnoscience (the branchthan do people growing up in a different of anthropology concerned with the cul- (Continued on page 54)generation. Likewise, individuals grow- tural aspects of cognitive structure1) anding up in different cultures, with different comparative semantics indicate that it is alanguages, often attach meaning to verbal rare thing to find a word in one languagecommunication in vastly different ways. that is exactly equivalent to a word in anConsequently, we must be aware of how to unrelated language. A good example of this 392009 September/October The Dental Assistant

Association Business Demographics for the Decadecompiled by Doug McDonough e’re not rushing things too much, but it’s hard to be- Primary Responsibilities of lieve that there are only a few months left in this, the ADAA Dental Assistants first decade of the 21st Century. So it was time toupdate our demographics and find out anew what makes our 75% Clinicalmembers tick and as a result what drives the ADAA. The first happy result to report was that 2½ percent of all re- 15% Administrativespondents included notes with their surveys expressing the opin-ion, “You’re doing fine. Keep up the good work.” Leadership andstaff love to hear that and it encourages everyone to work towardthe continued satisfaction of the membership. Now down to the nitty gritty.Let’s Go To WorkSeventy–five percent of our members are involved principally 5% Educatorswith clinical work, but few of them are exclusive to clinical duties.They double in administrative areas such as : 5% Misc: Sales, Insurance, Laboratory technical• Staff supervision (37%); 25 50 • Scheduling (90%);• Assisting patients with financial arrangements (30%); and• Purchasing (61%)... lots of purchasing. (More about that 75subject later.)Fifteen percent report administration as their principal occu- Table 1pation and one-third of those are practice managers.Five percent are full–time educators and the balance are em- ADAA members practice in offices employing 1–3 full–timeployed in sales, insurance or lab tech work. clinical dental assistants. Twenty–four percent work in an officeSpecialty offices involved only 28 percent of our respondents with 3 assistants, and 19 percent with two assistants. Half of ourand of those, here’s where they work (Table 2): members’ offices include two part–time clinical assistants and one–fourth include three part–time clinicals.• 32% Orthodontics On average two of the assistants in each office are members of• 24% Oral and maxillofacial surgery• 23% Pediatrics the ADAA and have been for 16 years. Our respondents tell us that half of their offices include one• 21% Periodontics full-time administrative assistant; 22 percent report 2 full–time• 11% Endodontics administrative assistants. In addition, 17 percent employ two• 9% Prosthodontics part–time administrative assistants.40 The Dental Assistant September/October 2009

Of Those in Specialty Practices, The number of dentists working in report- These Are the Types ing offices is as follows:32% • 1 dentist: 63%Othodontics • 2 dentists: 28% • 3 dentists: 7%24% • 4 dentists: 5%Pediatrics • 5 dentists: 2% • 6 or more: 5%23%Oral & Maxillofacial Surgery 50 percent of the offices also employ one part–time dentist and 25 percent employ21% two part–timers. Two–thirds of our mem-Periodontics bers assist only one dentist and 20 percent assist two. The balance of those responding11% assist three or more dentists.Endodontics Surprisingly, 20 percent of our respon-9% dents are in offices that do not employProsthodontics full–time hygienists; 40 percent employ one full–time hygienist , 20 percent employ two0 10 20 30 40 hygienists and 11 percent employ three hy- gienists. Over half of the offices employ atTable 2 least one part–time hygienist. Purchasing Power So to sum up what we do at work: 75 per- cent of ADAA members work primarily inWhat dental assistants are buying: clinical activities, 15 percent in administrative✦✦ 73% Specialty supplies (including orthos, surgical, endo, etc.). activities and 5 percent as educators. They’ve✦✦ 80% All practice dental supplies (including cements, restor- been in the dental assisting profession for 22 years, with your current employer 13 years and atives/impression materials, chairside instruments, x–ray you work an average of 34 hours per week. supplies, etc, and clinical equipment under $500.✦✦ 44% Office supplies and equipment under $500. Seventy–five percent say that they have✦✦ 76% OSHA Compliance/Infection Control products in- some administrative activity in their day cluding disposables and PPE with the primary duties in that area being✦✦ 73% Lab products including gypsum, trays, etc. telephone, scheduling, reception and filing.✦✦ 72% Brushes✦✦ 61% Interproximal Seventy–five percent transmit insurance✦✦ 46% Cleaning Devices claims electronically. And that same num-✦✦ 53% Toothpaste ber—75 percent—are in offices that offer✦✦ 41% Clinical or office equipment over $500 including x–ray financial arrangement for patients needing equipment, computer hardware and software extensive treatment, almost always through an outside source.Table 3 TO MARKET When it comes to shopping, our members always say, “Yes, let’s go shopping,” and 61 percent of them shop and buy the products for the practice; of the 39 percent who don’t do the buying, 50 percent (!) tell us that it’s another dental assistant inthe office who does it (probably the other ADAA member). The other 50 percent say it’s the dentist and half of them recommend supplies to the dentist. Two–thirds of our member–buyers (that impressive 61 percent) report that they also 412009 September/October The Dental Assistant

select the supplier. Apparently ADAA mem- Number of Dental Assistantsbers like to shop and know what they want. Per Reporting Practice AverageGETTING PERSONALWe are pleased to note that 86 percent 3of our member respondents are graduatesof accredited dental assisting programs. Full–Time ClericalAll but 3 percent of these respondents at- 2tended schools accredited by the Ameri-can Dental Association: • 36% have attended college. Part–Time Clerical• 36% more have graduated from two– 2 year community college programs.• 5% earned a four–year degree. Full–Time Administrative• 3% havepursuedpostgraduatestudies.• 4% hold advanced degrees. 1• 56% have attended radiology courses. Part–Time Administrative• 52% have attended expanded func-tion courses.• 19% attendedspecialtypracticecourses. 1 2 3 4On the home front, 99 percent of our 0 100respondents are female and 80 percent aremarried; 37 percent have minor children at Table 4home and 92 percent are owners of the homethey live in. Not too many of them wait forthe bus because 99 percent own cars. The “mean age” (as many older as young- Clinical Assistants Reporter) is 45 and the average number of years asan ADAA member is 16. the Following Administrative DutiesWELCOME TO CYBERSPACE Ninety percent of our respondents have 90% Schedulingpersonal e–mail accounts and personal ac- 61% Purchasingcess to the Internet. Half use the Internet 37% Staff Supervisionfrequently, one-fourth use it occasionally 30% Assisting with financial arrangementsand one–fourth seldom use it. Only 40 percent use e–mail for commu-nications and 31 percent use it occasionally,20 percent seldom and 9 percent never. As previously noted, 75 percent transmitinsurance claims electronically. Eleven percent use ADAA’s web site forcontinuing education and 7 percent updatetheir membership files on line.ASSESSING ADAAWe were delighted to learn that we’vebeen doing a good job of keeping our mem-bers informed of association services in- 0 25 50 75 cluded in their dues such as publications,insurance, CE discounts, etc, since 90 per- Table542 The Dental Assistant September/October 2009

Use of E–mail for Communication cent or more report that they are getting the message about what we offer. Two–thirds40% use e–mail for communication frequently or more took note of the optional services such as the ADAA credit card, rental car dis-31% use e–mail for communication occasionally counts and other services.20% use e–mail for communication seldom As mentioned earlier, our loyal members9% use e–mail for communication not at all have been with us an average of 16 years, which in itself is a very positive assessment.. On the grass roots level, 96 percent of re- spondents say that their state or local ADAA component offers continuing education and 67 percent take advantage of it. Ninety–four percent report that their state or local component holds meetings and 39 percent attend state meeting while 45 percent attend local meetings. In addition, 58 percent utilize ADAA’s home study CE courses and 94 percent agree that they are competitively priced!0 15 25 35 45 GET BY WITH A LITTLE HELP FROM THE BOSSTable 6 When asked if “the boss” is enthusiastic WHAT’S ON THE COFFEE TABLE? about the assistant's ADAA membership, 86 percent agreed that he or she was enthusiasticOur members are readers. We asked what magazines they like to read and we or at least “somewhat” and that translated intohad many more titles than respondents. We’ve dispersed them into two cat- dollars and cents with 53 percent of employ-egories, dental or professional and strictly consumer. Here’s how it plays out: ers paying all or some of the ADAA dues. IN CONCLUSIONDental Magazine readership reported ... and the winner is: The members of ADAA are experienced, educated, versatile and loyal. We have seenTHE DENTAL ASSISTANT! Read by 52% of those responding! this in every demographic survey conduct-Other Publications Read by # of Respondents ed over the last 20 years, and the results thisCertified Press (DANB’s newsletter) 10 year and not very different. They are heav- 8RDH 6 ily clinical, remarkably administrative and 4Contemporary Dental Assisting 3 above all they are buyers of the material and 3JADA 2 services that keep the practice going on aCompendium OSAP day–to–day basis. They support their as-Dental Assisting Digest (PennWell on–line) sociation through participation, ongoingOne mention each: Access, California Dental Assistants publication, Dental membership and concern and they supportEconomics, Dentistry Today, Medical Assistant, New Hampshire Dental As- their personal development through con-sociation publication, Pennsylvania Dental Assistants Publication, Practice tinuing education and readership of theirManagement. professional journal (The Dental Assistant).CONSUMER MAGAZINES WITH MORE THAN TEN MENTIONS We thank them for participating in this survey anonymously and promptly and for…and the winner is People with 25% of those responding. taking the time out of their busy schedules of working, learning, running families andAdditional publications (percentage): Readers Digest (19%); Better Homes and taking part in their state and local ADAAGardens (15% ); Good Housekeeping (13%); Family Circle (12%); Taste of Home(12%); Health (11%); Time (11%); Redbook (10%). components to help us show our fellow pro- fessionals and the world of dentistry whoTable 7 we are and what we do. ❖ 432009 September/October The Dental Assistant

Hearing Impairment continued from page 20 Picture — make imaginary camera with lens Of Your — move palm forward toward patient TeethSit Here — sit two fingers of the right hand over Picture of your teethtwo fingers of the left hand. With palms facing upmove palms in small circlesFigure 2 — Reprinted with permission from the University of Washington. DECOD Program (Dental Education in Care of the Dis-abled). Module IX. Dental Management of patients with CNS and neurologic impairment (a series of 12 booklets). 2nd ed. Seattle:DECOD, School of Dentistry, University of Washington; 1998.Electronic Aids AT&T National Special Needs Center someone who is hard of hearing let the Telecommunications device for the deaf 2001 Route 46, Suite 310 phone ring longer than usual, speak clearly Parsippany, NJ 07054-1315 and be prepared to repeat when necessary.or TDD provides relay services with a three (800) 233-1222 voice or Today everyone has a personal computerway call to an operator who serves as the (800) 833-3232 TDD therefore e–mail may be the best alternative.communicator to the deaf person. When Hearing Dogs Scheduling and confirming appointmentspeople use this device to place a call, be These dogs are used by the profoundly should be done through e-mail or regularaware that there may be a delay or a series of deaf and offer greater independence and mail. If the patient is returning for an addi-electronic beeps, so wait a small amount of confidence. The dog is trained to alert the tional visit provide a written card.time before you hang up. A teletypewriter person to sounds such as the doorbell, tele-or TTY sends text messages by telephone phone or smoke alarm, leading the person Resources are available through the U.S.using a keyboard and visual display and/ to the sound source. Department of Justice Americans with Dis-or printer. Telephone amplifiers can be in- Traditional abilities Act Fact Sheets.9, 10 Before you in-stalled on phones and portable amplifiers If you are using a telephone to contact teract with the person make sure you havefor individual use are also available. For their attention. Wave your hand or use amore information contact: light touch on the arm or other visual or44 The Dental Assistant September/October 2009

tactile signals to gain the person’s attention. be helpful to demonstrate instruments and oral health; in spite of this there is a greater in-Face the person who you are addressing equipment. If the patient is wearing a hear- cidence of periodontal disease and missing orand speak in a clear, normal tone of voice. ing aid avoid touching it if it is turned on. untreated carious teeth in patients with disabil-Most importantly, if you do not understand Because of noise amplification and possible ities, possibly due to limited of access to dentalsomething that is said, ask the person to re- discomfort during care ask the patient to re- care. In addition there may be poor home carepeat it or to write it down. move or turn the hearing aid off when using due to lack of communication between patientDental Management power driven instruments. Make an effort to and caregiver.2,3,9 Developmental defects, for avoid the unpleasant sound created by shuf- example enamel dysplasia, may be present in Planinadvanceandalwaysaskthepatient fling the instruments against one another. the person who is congenitally deaf and thetheir preferred method of communication. Some deaf patients, especially children, patient may show signs of bruxism, especiallyTo summon the patient to the operatory go have trouble understanding the concept of in those with other disabilities. Some disabledout into the reception area rather than call- local anesthesia. Make sure the procedure is children have behavioral problems and par-ing out the patient’s name. Once the patient thoroughly explained and understood and ents or caregivers may use candy or sweets asis seated keep interruptions and background that anesthesia is complete before providing rewards.Nutritional assessment is part of anynoise such as outside traffic or the radio, to a care. Watch the patient’s facial expression to good prevention program and is critical whenminimum. Remove your facemask or wear a determine discomfort or other reactions. considering these facts.3 Demonstrate brush-clear face shield to facilitate lip–reading. Ask It may be useful to create several common ing and flossing as you would with any otherthe patient if a gentle tap on the hand or arm dental phrases written on index cards to use patient, in a step–by–step manner on theis an appropriate way to gain their attention. during the appointment.2, 3, 5 patient’s own teeth while they are watching.Explain each procedure to the patient and Oral Factors, Self Care Disclosing agents are useful to identify areasbe prepared to repeat or rephrase sentences and Prevention of plaque biofilm and pictures and diagramsthe person does not understand. Allow for are helpful to explain the disease process. Theextra time for the patient to respond. It may Impaired hearing has no direct effects on (Continued on page 54)This year, US dental Find out atpractices will spend over www.darbydental.com$6.3 MillionMany of them will overpay. Will you? Dental Supply, LLC Order from Darby and save more! 452009 September/October The Dental Assistant

FUe.Sa.tAurire FToitrlcee MSgt Timothy J. Sheffield The Dental Staff’s Influence on Patient Satisfaction How dental staff can earn patient trust and loyalty n today’s health care industry, it is often very difficult to deter- mine if a patient is satisfied with the care that they are receiving without conducting customer satisfaction surveys. In fact, a patient often attaches value, not on the care itself, but on the behav- ior of the treatment team delivering that care. The level of personal interaction that the dental staff has with patients can influence the patient’s perception of the overall quality of care they receive. Arm- ing dental staff members with the appropriate skills to meet the unique interpersonal needs of our patients can counter undesirable treatment experiences that are frequently disruptive to the dental team and distressing to other patients. Writing in the Journal of Medical Marketing, Caruana and Fenech define the patient’s perception of value “as the consumers’ overall as- sessment of the utility of the product, based on perceptions of what is received and what is given.” When dental personnel are equipped with a clear understanding of their customer’s definition of perceived value, the dental professionals can adapt their personal approach to meet the needs of the patient’s service expectations. After all, “the patient does not have the technical knowledge to assess the quality of the service and hence relies more on other cues” to assess the rela- tive value of the treatment received (Salgaonkar and Mekoth, 2004). Therefore, it is imperitive that the treatment team understands that their patient is a vulnerable consumer, who may not be able to deter- mine the product of value he or she received, and must trust in the treatment team to fill this void with positive interactions. Identifying the causative factors that result in negative patient Friendly Greetings by Asst Amn Hana J. Lamontagne & experiences can often lead to favorable outcomes when em- ➤ Patient SrA Michael D. Gray.46 The Dental Assistant September/October 2009

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ployees recognize what our patient’s value. kindness combined with an attentiveness to loyalty: A study among dental patients. Journal ofC. S. Lauer, writing in Modern Healthcare, the small details that welcomes and comforts Medical Marketing, 5(3), 245-255.explains that “too many people in healthcare patients is providing intangible services that 2. Salgaonkar, P. B., and Mekoth, N. (2004). Pa-have forgotten what their mission should be: patients will remember the most when they tient as a source of recommendation and its influ-It's not only to help patients get well, but also exit the dental office. Patients’ perceptions of ence on another patient’s loyalty to the physician:to make them feel valued.” The treatment the treatment they receive are merely their in- An exploratory empirical study. Journal of Con-team can accomplish this by simply integrat- terpretations of the kind gestures that result sumer Satisfaction, Dissatisfaction and Complaininging subtle changes into their interpersonal in their overall positive treatment experience Behavior, 17, 16-26.communications with patients, directly ben- which they will share with their friends, fam- 3. Lauer, C. S. (2008). Work on the little things.efiting their well–being. ily, and colleagues. From a financial stand- Modern Healthcare, 38(41), 25. point, research supports that improving pa- By going beyond their position descrip- tient satisfaction makes good business sense Master Sergeant Timothy J. Sheffield istions and attaching importance to accom- as well, knowing that “dissatisfied customers the Dental Support Flight Chief, 96th Dentalplishing the small things, the dental staff don’t come back and when they go to the Squadron, Eglin AFB, Fla. He has served asearns the respect of the patient and most competitor they take their friends with them” an Air Force dental assistant for 20 years andimportantly their loyalty. Some examples (Salgaonkar and Mekoth, 2004). oversees all administrative functions for a clinicof this would be the receptionist offering an delivering care to 8,400 patients each year. Heimmediate smile and addressing the patient Since dental assistants spend significantly also advises the commander on the staffing,by name when he or she enters the waiting more time with each patient than the rest of training, and career development of 58 ancillaryarea, or the hygienist and the assistant who the treatment team, it would only be fitting to personnel. In addition to his Associate of Appliedactively listen after asking a question instead add that these individuals possess the great- Science degree in Dental Assisting, Sergeantof interrupting the patient or immediately est opportunity to influence patients’ percep- Sheffield graduated Magna Cum Laude with arushing off without making eye contact. Ac- tions of the quality of care that they receive. Bachelor of Science degree in Health Care Man-knowledging and understanding the patient’s agement from Southern Illinois University.inconvenience when treatment delays occur ❖is an additional example of showing consid-eration for our patients’ valuable time. References 1. Caruana, A., and Fenech, N. (2005). The ef- The treatment team that delivers acts of fect of perceived value and overall satisfaction onSrA Marvela N. Robbins Reception Desk greeting patients with a MSgt (Ret) John S. Henry waiting for his dentalwelcoming smile. appointment.48 The Dental Assistant September/October 2009