The SMILE Protocol for Seamless Visits

One of the most crucial steps in delivering exceptional patient care is a smooth and effective handoff. Guiding patients through their visit, introducing them to the rest of the team, and communicating essential details about their care help patients feel valued, build rapport, and even reduce billing errors. Done well, a strong handoff can significantly increase patient satisfaction and improve case acceptance rates. To make this process seamless, we recommend implementing a structured approach, like the SMILE Protocol. This ensures that every team member knows their role in the handoff, creating a consistent and positive experience for each patient.

The SMILE Protocol: Key Steps for Effective Patient Handoffs

Let’s break down the SMILE protocol, with specific roles for the clinical team and the front desk team, ensuring your handoffs are memorable and effective:

S – Sunny Introduction

Make sure the transition is warm and welcoming. Introduce the patient to the next team member with a friendly, personal touch.

• Clinical Team: "Caitlin, this is Brittany, who will help you with your next steps today."

• Front Desk Team: "Hi Caitlin, it's great to see you! How did everything go back there?"

M – Mention Positive Feedback

Highlight something positive about the patient’s visit or their experience. This builds trust and reassures them about the quality of care they’re receiving.

• Clinical Team: "Caitlin did great today! We completed [procedure name in layman’s terms], and she’s all set for the next step in her Healthy Smile Plan. She mentioned how much she appreciates the care we take with her comfort."

I – Interests and Rapport

Engage the patient by mentioning a personal detail that shows the team values them as individuals, not just patients.

• Clinical Team: "We were chatting about [patient’s personal detail], and Caitlin shared that she's really looking forward to [specific detail]."

L – Lay Out Next Steps

Clearly communicate the next steps in the patient's treatment plan, in terms they’ll understand.

• Clinical Team: "Caitlin’s next visit will be for [next procedure in layman’s terms], which is an important part of keeping her smile healthy."

• Front Desk Team: "I’ll help you get that scheduled today and review any details with you."

E – Explain Financial Options

To ease any potential concerns about payment, introduce the financial discussion in a positive and helpful manner.

• Clinical Team: "I mentioned that you’d go over the finances with her today and help her choose the best option for her budget."

• Front Desk Team: "Yes, Caitlin, we'll review your options together to find what works best for you."

Why the SMILE Protocol Matters

Implementing a handoff process like SMILE helps maintain a strong, cohesive team approach. When team members communicate effectively, it boosts patient trust, reduces confusion, and ensures no key details are overlooked. By following a structured protocol, each team member can confidently handle handoffs in a way that is both professional and personal, leading to higher patient satisfaction and better practice outcomes.

Whether you’re establishing a new protocol or refreshing an existing one, consider using the SMILE approach to elevate your team’s handoffs and create a seamless, comfortable experience for every patient.