Enhancing Communication in Orthodontic Practices

In orthodontics, few things impact success more than how we communicate, both with our teams and our patients. On a recent episode of the Hey Docs! Podcast, Jill Allen sat down with Amy Cromwell, communication consultant for Communicate Excellence, a division of Jill Allen & Associates, to talk about what great communication really looks like in a modern orthodontic practice.

With more than 30 years of experience, Amy has helped hundreds of teams strengthen how they connect, coach, and collaborate. Her take? Communication isn’t a soft skill; it’s a leadership skill.

Bridging the Generational Gap

From landlines to DMs, the way we communicate has changed dramatically, and so have the people doing the communicating. Jill and Amy discussed how orthodontic teams today often span four generations, each with its own style and comfort level when it comes to technology and feedback.

Amy’s advice: meet people where they are. A one-size-fits-all approach doesn’t work anymore. The more we understand how our team members and patients prefer to engage, the better we can connect, train, and deliver consistent five-star experiences.

Technology Meets Training

Technology has completely reshaped communication inside orthodontic offices. Jill and Amy talked about how tools like Voice over IP (VoIP) systems have become game changers, allowing teams to listen back to calls, learn from real interactions, and strengthen skills over time.

Amy emphasized that recorded calls shouldn’t be used for “gotcha” moments. They’re coaching opportunities. When teams know these tools exist to help them grow, not catch mistakes, it builds trust and encourages open, honest communication.

Balancing Efficiency and Humanity

Efficiency matters, but so does empathy. Amy reminded listeners that while automation and AI can streamline the day, patients still crave the human side of care. The sweet spot lies in pairing modern tools with authentic connection.

Modules and training for scheduling coordinators and treatment coordinators can help ensure everyone’s saying the same thing, the same way, creating a branded, consistent communication style that feels both polished and personal.

Training That Sticks

Through Communicate Excellence, Jill Allen & Associates offers hands-on workshops, full-day onsite trainings, and modular learning options designed to make great communication second nature. These programs give teams the chance to step out of the daily whirlwind and look at their patient journey through fresh eyes.

When your entire team speaks with one voice, your brand’s voice, it doesn’t just improve communication. It transforms the entire patient experience.

The Takeaway

As Amy put it, “Communication is a dance.” The best practices don’t just learn the steps; they keep evolving with the rhythm.

Whether it’s using AI for first impressions or practicing better person-to-person conversations, the goal is the same: clear, compassionate communication that builds trust and loyalty.

If you’re ready to level up your team’s communication game, reach out to the Communicate Excellence team at Jill Allen & Associates. Together, we’ll help your practice communicate with confidence, consistency, and heart.