It’s not easy to smile through this COVID-19 pandemic, but for El Dorado dentist Dr. Kristi M. Elia and her staff, smiles are their business. Even though the coronavirus shut the doors on their business for two months, Elia and crew are back at it.
While their smiles are hidden behind masks, Elia said everyone is thrilled to be back at work.
“We are all very happy to be back at work. Our patients are thrilled as well. We have been very busy, had very few cancellations, and patients are waiting on a call for an appointment,” Elia said. “We had about 45 patients per day over the eight-week period that were cancelled. Do the math, that’s over 1,000 appointments we have to get rescheduled. Our biggest challenge is getting these appointments rescheduled. I want to thank our patients for being so understanding, flexible, and abiding by the guidelines. We are getting them rescheduled. I want to thank my staff. They have been great. Some have had to make arrangements for childcare until daycare reopened. They have done everything they can to be at work, be efficient and get our patients scheduled and taken care of.”
Elia’s office was closed from March 18 to May 19.
The staff spent the week prior to reopening getting the office ready for the new protocol. Personal protective equipment, disinfectants, forehead thermometers and other necessary items were in short supply. The American Dental Association offered a tool kit and a check list to help dentists prepare for reopening.
“These were very beneficial,” said Elia. “I spent numerous hours researching information, attending webinars, and keeping up with the daily changes in guidelines from ADH (Arkansas Department of Health), CDC (United States Centers for Disease Control) and dental organizations. Our staff met, talked through new guidelines and got the office ready for patients. We were comfortable, prepared and ready for our May 19 opening.”
Elia practices the normal precautions with temperature checks and health questions for patients before they’re allowed into the building.
“It is impossible to social distance and do dentistry,” she said. “We can help keep our patients separated. Our patients are screened when making appointments, screened over the phone and upon arrival, and temperature taken before seated. Our waiting room chairs are limited and spaced. Most patients and caregivers wait in their cars until we are ready for them. We have one patient per provider in the chair at a time. Our patients all wear masks in and out of our office. Patients wash their hands and hand sanitize upon exiting. A pre-op disinfecting mouth rinse is given to each patient. We are trying to be as safe as possible.”
The health and safety of both patients and staff is a priority now, Elia said. But there were other issues when the office doors were closed. Elia, who has had a practice in El Dorado for 19 years, has a staff of nine, all of whom were out of work.
“Due to this invisible enemy, in one day, I saw my dental office shut down, my children’s schools shut down, my daughter’s cheer try outs canceled, her school trip to Washington D.C. canceled and our spring break plans canceled. This was getting more and more real,” Elia said.
“It was devastating for me and my employees to close the doors. There were so many firsts and so many unknowns. For my patients, I worried about their dental health. I feared many may lose jobs and insurance. For my employees, I worried about them financially. For my practice, I prayed it could withstand this kind of hit. I have a loyalty to my employees and my patients. I have worked so hard for this business to benefit our community. The unknowns were the most devastating parts for sure. For small businesses, this kind of situation can destroy you. What takes so long to build, can be demolished in a short period of time.
“My faith and trust in the Lord calmed my emotions. My professional counsel from my CPA and banker helped ease the fear. I worked closely with my CPA, Amy Stewart, from ECG (Evers, Cox and Gober). She kept me informed of any and all financial help available for my business. As the PPP loan became available, Scott Fife, from Southern Bancorp was a superhero in getting that PPP loan into my hands quickly. Alan Meadows, from First Financial Bank did the same for my husband.”
Despite being closed for two months, Elia said she was able to keep her staff intact.
“With the PPP loan, I was able to keep all of my employees and no one had to file unemployment,” she said. “The business basically had no income for two months. My payroll is my biggest expense. I’m very grateful for the PPP to help with that. With some minor adjustments like suspending my business mortgage for three months, I was able to coast a little easier financially. My utilities, dental supplies, and dental lab bill were significantly down due to not being open.
“I kept my employees updated on a regular basis but ensured them I would do everything I could to make sure they didn’t have to go without a paycheck and would still have a job.”
Elia said she was able to see emergencies during the closure. Her practice has a 24-7 answering service.
“Memree Hightower, my Registered Dental Assistant, was by my side assisting throughout this time. We saw about 25 emergencies over this two month period,” she said. “I was able to call in prescriptions, do a few extractions, fillings, and refer some to our endodontist for root canal therapy during this time. I don’t feel any patient was left in pain over this period.”
Elia and her staff were used to disinfecting operatories and instruments between patients. With the COVID-19 being airborne and invisible, she said they’re now cleaning operatories with a dawn water mixture to decrease the number of germs prior to disinfecting.
“The biggest adjustment in our office protocol is wearing the N95 masks all day,” she said. “We put the mask on when we get to work, and do not take it off until we break for lunch or the end of the day. Throughout the day, we change our layering masks, face shields, lab coats, and gloves in between patients. Our N95 masks and loupes (protective eyewear) are worn all day.
“Due to the layering of our PPE, we keep the temperature on 65 degrees to be able to breathe. As the public is finding out, it is very uncomfortable and hot wearing a mask. This is nothing new for dental professionals; however, the N95 has been a big adjustment. Just like anything, you get used to it after a while.”
As a patient of Dr. Elia, visiting the dentist isn’t much different since the COVID-19 pandemic, especially once they’re inside the building. The staff has to go through several extra steps, but most are done before the patient makes it to the chair.
As for the smile under Elia’s mask, the patients don’t have to see it to know it’s there.
“I am grateful to be back at work,” she said. “Dentistry is among the highest risk in contracting and passing the virus. I will follow the guidelines set before me from the ADA, ASDA (American Student Dental Association), ASBDE (Arkansas State Board of Dental Examiners), ADH, and CDC. I will make sure my staff and patients do as well while in a work setting. I choose to not live in fear, but to carry on with my responsibilities in a responsible manner.
“I choose to put my trust In the Lord, use my best judgement, and carry on with life. I do pray protection over us all.”