We have developed two employee documents over the years. We have a Standard Operating Procedures guide that covers behavior, in addition to our employee policy manual that explains payroll, sick leave, etc. Many of the points in the Standard Operating Procedures guide may seem obvious, but there is an advantage to having them in writing, and to having a point-by-point discussion about them with a new employee.

Standard Operating Procedures

In our office, we always want to present a professional atmosphere, with careful attention to patient care and courtesy to others. The essence of a professional attitude is recognizing that we exist for the patient’s welfare. All decisions are based on this concept, including our hours, scheduling, vacations, and behavior. Every act can be rationalized in such a way to show that it helps the patient’s treatment or comfort.

Attitude Agreements:

R-E-S-P-E-C-T is how Diana Ross and the Supremes put it. Some offices get bogged down with squabbles among the members. Usually these are a result of one person not understanding another’s viewpoint, or not being in accord on the goals of the office. With this in mind, each of us should:

• Promise to listen without regard to your own point of view.
• Promise to act with respect and dignity.
• Promise to show appreciation and interest in each other.
• Promise not to gossip.
• Promise to be enthusiastic and energetic at work.

Work Schedule:

The work period start at 8AM and 1:30 PM. Please be completely ready to interact with patients by those times. Please do any personal hygiene, phone calls, hanging up of your coat, etc. before these times. If you live a distance or have car pools to deal with before work, you may have to allow some leeway to make it on time when traffic is bad.

Stay until the end of the workday, even if things are slow. There are always jobs that need to be done in every department.

Patient care sometimes puts us behind schedule. You will occasionally have to stay after regular hours since the doctor may not be left alone with a patient.

Please schedule personal medical and dental appointments for yourself or your dependents during hours other than when patients are scheduled in the office. Whether or not patients are in the office, if such appointments must be made during the employee’s normal workday, the time off is considered paid sick leave time (if eligible) or unpaid time off (if not eligible for the paid sick leave benefit).

We may ask you to change your work schedule when circumstances require it (doctor is ill, attending a course or meeting, on vacation, etc.).

We cannot accept frequent absences or tardiness. Use sick leave (if eligible) only for bonafide illness. Report to the Drs. if you have been exposed to or contracted a communicable disease.

On election day, please go to the polls before or after your working hours if at all possible. The office will adhere to the State Election Code as required.

Dress code:

Wear clean clothing, shoe, and socks when in the office. Please do not wear open toed shoes, sneakers or canvas sport shoes, or sweats. We want you to appear professional. Your appearance tells patients how you feel about them. If you dress well, it tells the patients and parents that you respect them.

Some don’ts: No blue jeans, tight leggings, shorts, stretch pants, halter tops, mini-skirts. Wear nylons or nylon socks. The dress code is in force whenever you come to work whether or not patients are expected.In the clinic, assistants and doctors must wear a protective long-sleeved jacket and wear new gloves for each patient. Wear eye protection when there is a risk of foreign material in the eye. In the lab, wear long protective coats, wear protective gloves when working on patient models, and wear eye protection.

Job Performance:

We expect you to perform the duties in your job description adequately and properly and to follow all personnel and government-required policies and procedures. Regulated employee policies are posted in the hallway in the SB clinic office and in hall closet at CC office.Nurture a positive rapport with each of the other office staff members and the doctors.

Please avoid any behavior that obstructs or hinders another employee from completing assigned duties (such as chit-chatting in front of a parent who is waiting to be helped, or the Dr. and RDA talking about personal things while working with a patient).

Please conduct yourself safely and be considerate of the safety of your co-workers and the patients. Please follow office safety protocol at all times. See the OSHA handbook for a full explanation of safety protocol. In SB it is in the lab. In NB it is in the lab bookshelf. At CC it is in the hall closet.

We will not tolerate theft or dishonesty. There is no acceptable reason to falsify time cards, employment application, or office records.If you are hired for a licensed position, keep your license current and supply the doctor with proof of valid license. The practice will not be held responsible for an employee becoming delinquent in the number of units needed and thereby losing a required license.

Please do not bring personal problems to work.

Please do not conduct personal business during working hours. However, we recognize that there are times when it becomes necessary for one to be available by phone to their children, their children’s helpers, a real estate agent, or lawyer. Please inform the doctor when such things are necessary.

You may not use or be under the influence of alcohol or illegal drugs during the work day. Let the Drs. know if you must use medication that impairs job performance.

The very best personal hygiene is very important to us.

OSHA Requirements:

We conform to OSHA requirements of the State of California and the Federal government. You will receive training in these requirements. Each employee should do what it takes to comply with OSHA regulations that apply to the orthodontic office. Please refer any inquiries by OSHA compliance investigators to our OSHA Coordinator.

Use of Office Facilities and Equipment:

Please discuss with the doctor before using office equipment for personal use.

You may make limited use of office telephones for local calls for personal matters during lunch. We prefer that you avoid incoming personal calls, other than emergencies.

If you have any keys to the office, the key is numbered and assigned to you. Please report any lost keys, and return your key if you are leaving our office.

You may not smoke in the office.

Do not consume alcohol during the workday.

Do not eat in any patient areas. OSHA does not permit food in the sterilizing room. Be sensitive about eating anywhere else in the offices. Food makes a mess and leaves an odor. Gum chewing is not acceptable in the office.

Keep work areas clean and equipment in good working order at all times. Please report malfunctioning equipment promptly. Each clinic will have a staff person in charge of the equipment.

We do not expect you to solicit for any commercial or charitable causes during work time or in work areas.

Personnel:

Notify the payroll officer of a change of name, address, telephone number, number of dependents, work status (part-time, full-time) as soon as possible after a change has taken place. Such notification is your legal responsibility.

You are required to complete a W-4 and an I-9 form prior to commencing employment.

You may not complete a time card or enter time worked for another employee.

Payroll checks will be given only to the person whose name appears on the check.

Report all accidents or injuries to the doctor immediately.

Confidentiality:

All matters relating to the office, staff members, or to the patients are confidential. Never discuss such matters outside the office or within hearing distance of any patient. Materials relating to patient care (charts, schedules showing patient names, etc.) should never be left in areas where other patients might see them.

The corporation restricts release of any information about a patient (name, address, age, sex, nature of the orthodontic problem, general condition, etc.) to members of the public or press, other professionals, pharmacies, families, friends, etc. without the patient’s written authorization. Requests from insurance companies for clinical information or medical histories must always be accompanied by a signed release from the patient or the patient’s guardian.

All subpoenas that require the photocopying of the patient chart should be reviewed by one of the Drs. before the chart is produced.

Apply discretion when using the telephone. It is important not to leave messages containing patient information on answering machines or with other parties. It is appropriate to leave a message requesting that the patient call "Susie in the doctor’s office" and a number to call.

Divulging any information to anyone outside the office is grounds for immediate dismissal since all information is confidential.

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