In a recent Practice Plan Bodcast, Jenna Ellis, Head Ceramicist at Go Digital Dental, spoke about the importance of quality working relationships between dentist and lab in ensuring good patient outcomes.
When we talk about dentistry, it’s easy to focus on the person in the surgery. The dentist is the person the patient sees, trusts and remembers. However, behind every well-fitting crown or natural-looking restoration is another professional whose work is just as important: the dental technician.
Although technology has transformed modern dentistry, successful outcomes still come down to something fundamental to all human (and animal) relationships: good communication.
Nobody thinks about their teeth… Until they do
As Jenna pointed out, most patients have never really thought about the colour or shape of their teeth… until they need a crown, veneer or smile makeover. At that point they start analysing every detail. “They’ll spend hours looking in the mirror, talking to friends and getting opinions,” she explained.
This is understandable as treatment requires a patient to make an investment so naturally, they will want the best possible result. The challenge is that what patients think they want and what can realistically be achieved don’t always coincide.
Social media can also present a challenge. Patients may arrive with screenshots of celebrity smiles, highly filtered photos or increasingly, AI-generated images showing their ideal outcome. While these images can be useful as conversation starters, they don’t always take into account the patient’s physiology, the types of materials needed or any clinical limitations.
It’s at this point that the relationship between dentist and technician becomes crucial. A dentist understands the patient’s aspirations, while a technician understands what’s technically possible. The best results happen when the two come together to have an early, open and honest conversation about what can be achieved.
Why shade taking is more complicated than it looks
According to Jenna, if there’s one area where communication really matters, it’s shade taking. Many people assume matching a crown simply means selecting an A3 or A2 from a shade guide. In reality, that represents a tiny part of the picture.
Technicians need to know about translucency, surface texture, staining, characterisation and how light interacts with the surrounding teeth. Two teeth can be the same shade on paper and still look completely different in the mouth. This is why photos, notes and observations are so valuable.
In Jenna’s opinion, the more information, the better. However, that does not mean overwhelming the laboratory with random details. Rather it’s about providing useful context that helps the technician understand exactly what the dentist and the patient are trying to achieve.
This is because, as every patient is unique, every smile is different and so every restoration is bespoke. This also means every case comes with its own challenges.
The art of managing expectations
One of the stories Jenna shared involved a patient who had no interest in natural looking teeth but wanted what she described as ‘the whitest teeth possible’. Rather than make assumptions, Jenna picked up the phone and spoke to the dentist direct. Together they made sure everyone was aligned on what the patient wanted and what the final result would look like. In the end, the patient got the smile she wanted and was delighted with the outcome.
In this case the lesson was about communication rather than really bright teeth. Expectations had been discussed, understood and documented before treatment progressed which meant nobody was surprised or disappointed. The outcome was good because everybody was working from the same script.
Digital dentistry aids collaboration
One of the biggest advantages of today’s digital workflows is how easy it has become to share information. Scans, images and screenshots can be sent between the dentist and the lab in seconds. Which means questions can be answered almost immediately and potential problems identified before a restoration is manufactured.
As Jenna pointed out, laboratories and practices can now work together in ways that simply weren’t possible in the past. Many of their clients communicate through group chats that include dentists, nurses, technicians and administrative staff. This means everyone is aware of what’s happening and ensures information doesn’t get lost along the way. Most importantly, it creates a sense that everyone is working as part of the same team.
When things go wrong
No matter how experienced a team is, there will be occasions when things don’t go according to plan. A scan might not capture a margin clearly or a patient may not bite together correctly during scanning. Sometimes a restoration might need adjustment. What counts is how those challenges are handled.
The strongest practice-laboratory relationships are built on trust rather than blame. They create an environment where people can ask questions, solve problems together and learn from the occasional setback. As Jenna says, we’re all human.
A restoration is something created specifically for one individual patient. To achieve that level of customisation requires a partnership and teamwork.
The question that gladdens the heart of every technician
When asked to describe her ideal client, Jenna’s answer was simple. Her ideal client is someone who asks: “What can I do to help you?”
This small question says a great deal. It recognises that restorative dentistry is a partnership rather than separate disciplines working in silos. It requires a shared effort to achieve the best possible outcome for the patient.
When dentists and laboratories understand each other’s challenges, communicate openly and genuinely work together, everybody benefits. And most importantly of all, the patient walks away smiling.