The Fairchild Air Force Base dental clinic successfully transformed itself over the past year, overcoming numerous challenges through teamwork, innovation, and a focus on patient care.
“When I first arrived, our primary dental care rate was only 37%, while the Air Force standard is 65%. Our processes were inefficient, and we were only answering about a third of our calls,” said Maj. Elissa Mann, dental flight commander, 92nd Combat Medical Readiness Squadron.
Mann’s first priority was to stabilize operations and rethink how the team worked together. By adjusting medical staff schedules to ensure someone was always available for exams, she freed up assistant staff to focus on front-desk work. This simple change increased efficiency, improved patient flow, and reduced missed calls.
“The key was making sure our staff was focused on the right areas,” she said. “One adjustment led to a cascade of improvements.”
Small changes had a significant impact. A technician noticed that the front-desk printer was causing a bottleneck. Moving the printer freed up space and an unused fax line, which helped speed up referral processing. This change reduced administrative delays and improved primary care rates.
Another change was the shift to a six-week rolling visit schedule. Patients no longer had to call back on the 15th of each month, allowing for consistent visits or referrals, ensuring continuity of care.
The results have been impressive. Despite losing a contract dentist, the clinic still managed to add over 1,400 appointments in the past year. Primary care rates increased from 37% to 63%, with only 69 patients failing to meet Air Force standards.
Now, nearly all patients receive both an exam and a cleaning during a single visit, exceeding the Department of Defense’s 80% target.
“Unless there are special circumstances, both services can be provided simultaneously,” Mann said. “That’s a huge win for patient satisfaction.”
Mann praised her team’s commitment to innovation and embracing new ideas. “They always go with the flow,” she said. “No one ever says, ‘That won’t work.’ They’re eager to try it, and their solutions are often better than I expected.”
The clinic also offers unique training opportunities for Air Force personnel, including training with a portable X-ray system during the Survival, Evasion, Resistance, and Escape (SERE) training camp.
The clinic’s collaborative work extends beyond dental care and includes oral health briefings, new recruit orientation, and coordinated physical exams at the recruit center.
To boost morale, the clinic has implemented team-building activities. Weekly “Coffee with the Commander” events recognize individual contributions, while fun competitions like Mario Kart tournaments and foam pool swordfights add to the lighthearted, competitive atmosphere.
Mann’s leadership philosophy is inspired by an agricultural analogy. “Farmers don’t plant crops—they create the conditions for them to grow,” she explains.
“For me, leadership is about removing obstacles and creating the conditions for my team to thrive. When they succeed, the mission succeeds.”
After a year of rapid transformation, Mann hopes to give back to her team by focusing on career development and stability at the clinic.
“I’ve always inspired them, and they’ve risen to the challenge,” she says. “Now, I want to create opportunities for them to grow, just as they help the clinic grow.”