RADAR Communication: Close the Loop, Build Connection, and Earn Trust in Your Dental Practice
Most dental practice stress isn’t caused by dentistry—it’s caused by open communication loops.
A patient was told, “We’ll call you.”
A team member said, “I’ll handle it.”
A lab case was “probably sent.”
An insurance pre-auth was “in progress.”
Then the day gets busy, details get fuzzy, and follow-through becomes optional. That’s where frustration—and mistrust—starts.
I created the RADAR acronym to help teams remember how to close communication loops simply and consistently. Because in a dental practice, closed loops protect the schedule, the patient experience, and the team’s sanity.
If it’s not on RADAR, it’s not real—and it won’t get done.
Why this works: communication → connection → trust
Good communication does two things at the same time:
It creates clarity (people know what’s happening and what to expect).
It shows care (people feel respected, included, and not “left hanging”).
Clarity + care builds connection. Connection builds trust.
Patients trust you when you keep them informed and deliver on your commitments. Teams trust each other when ownership is clear, deadlines are set, and updates are delivered without chasing.
RADAR: the 5-step closed-loop framework
Use RADAR anytime a task, handoff, request, or promise is made.
R — Responsible person
One owner. One name. Not “we.” Not “someone.”
“Jamie owns this.”
“Dr. Patel is responsible.”
“I’ll take it.”
A — Action to be taken
Specific, observable next step.
“Call the patient with two scheduling options.”
“Send the lab RX with shade photo attached.”
“Submit pre-auth with the required attachments.”
D — Due date
Time-bound follow-through is the difference between intention and execution.
“Done by today at 2:00.”
“Before the end of the day.”
“By Thursday at noon.”
A — Accountability check
How will you track it and verify it’s complete?
PMS tasks
A shared tracker
A single Teams/Slack channel
A huddle board
(Sticky notes are not a system.)
R — Report back
This is the loop closure. Who gets the update, where, and when?
“Update me in the #huddle channel by 3:00.”
“Add a note in the chart and tag the provider.”
“Confirm in tomorrow’s huddle.”
Bottom line: If you skip Accountability + Report Back, the loop usually stays open—even with good intentions.
Use RADAR in real dental scenarios
1) Front desk: unscheduled treatment follow-up
Open loop: “We should follow up with her about the crown.”
RADAR version:
R: Jamie owns the follow-up
A: Call/text patient with two crown appointment options + financing link
D: Done by tomorrow at 11:00am
A: Track in unscheduled treatment list + add task in PMS
R: Report back in huddle: scheduled/declined/needs another touch
Script (simple and effective):
“Good Morning, Mrs. Smith. Our team is ready to take care of you and schedule your crown. We have two opportunities for you, Tuesday at 2:30 or Thursday at 9:00. What would work best for you?”
Why it builds trust: patients feel remembered, not ignored—and the schedule fills more predictably.
2) Clinical handoff: assistant to doctor (or hyg to doctor)
Open loop: “Keep an eye on #11—it’s been sensitive.”
RADAR version:
R: Samantha owns #11 follow-up documentation
A: Record symptoms (cold/chewing), test results, take PA if indicated, flag doctor
D: Completed before the patient leaves the chair
A: Checklist: note complete + doctor notified in chart
R: Report back verbally before dismissal
Micro-handoff script:
“Dr. Lee, closing the loop: #11 cold sensitivity x2 weeks; PA taken; percussion negative; note is in the chart.”
Why it builds trust: the patient sees a coordinated team—not fragmented side conversations.
3) Insurance: pre-authorization submission + status check
Open loop: “I think we sent the pre-auth… we’re waiting.”
RADAR version:
R: Taylor owns pre-auth submission and follow-up
A: Submit pre-auth with narrative + images + perio charting (if needed) and confirm receipt
D: Submit by 4:00 today; status check in two weeks
A: Log submission date + reference # in tracking sheet
R: Report back to doctor/coordinator: submitted + reference # + expected turnaround
Patient-facing trust builder:
“We submitted everything to your insurance today, and we’ll update you by the end of the month, even if we’re still waiting—so you’re never in the dark.”
Why it builds trust: clinical teams stop guessing, and patients stop wondering if anything is happening.
4) Patient experience: service recovery after a complaint
Open loop: “She was upset. Hopefully she cools off.”
That’s a trust leak. Patients remember what you do when things go wrong.
RADAR version:
R: Office manager owns service recovery
A: Call patient, apologize, clarify, offer solution, document
D: Call within 2 hours (same day)
A: Track in a simple “Patient Recovery” log + confirm documentation
R: Report back to team: outcome + next steps + confirm patient is satisfied
Service recovery script:
“Thank you for letting a team member know your frustrations. I’m sorry for your experience today and want to understand what happened and make it right. Here’s what I can do…”
Why it builds trust: you replace uncertainty with ownership and care.
How to make RADAR stick (without adding meetings)
Put RADAR in two predictable places
Morning huddle: identify open loops and assign RADAR on the spot
End-of-day wrap (3 minutes): what closed, what’s still open, what needs escalation
Use these 5 prompts until it becomes automatic
Who owns it?
What’s the next action?
Done by when?
Where are we tracking it?
Who are you reporting back to?
Choose one reporting home
Pick one place for updates (PMS tasks, tracker, Teams/Slack). Consistency matters more than the tool.
The takeaway
A busy office will always have a lot happening. The difference between chaos and calm isn’t “work harder”—it’s closing loops reliably.
RADAR turns talk into follow-through. It reduces dropped balls, protects the patient experience, and strengthens team trust because everyone knows what’s real, what’s owned, and what’s done.
If it’s not on RADAR, it’s not real—and it won’t get done.
We will be discussing RADAR at our study club on Feb 27th. Join us to learn how to implement better communication tools in your practice.
February Dental Practice Manager Study Club — Closing the Communication Loop (RADAR Method)
With Courage and Encouragement,
Monica Watson