Ashley Byrne highlights some common issues that crop up in communication between dentists and technicians, and why a ‘call me’ lab ticket can cause more confusion than clarity.
We’ve all seen it. The dreaded lab ticket with those two little words: ‘Call me.’
No details, no prescription, no hint of what’s needed, just a vague message that sends a ripple of frustration through the lab. It’s become the universal signal for ‘something’s gone wrong’ or perhaps ‘I haven’t quite decided yet’.
But as every technician knows, a ‘call me’ request is rarely simple. It means stopping work, picking up the phone, waiting for a dentist who’s in surgery, then playing a round of voicemail ping-pong before getting an answer that could have been sorted in two sentences by email.
Why we still struggle to communicate
Dentists are busier than ever. Back-to-back patients, staffing challenges, admin, compliance – it’s no wonder that returning lab calls slips down the priority list. But from the lab’s side, a lack of communication can stop production dead in its tracks.
We can’t make assumptions or fill in the blanks; we’re bound by the prescription, by law. Every adjustment, every material choice, every shade tweak needs to be clear and documented. That’s not just good practice – it’s a legal necessity. A written prescription is required by the MHRA, and while a Whatsapp message can help clarify details, it can’t replace the official instruction.
Traditionally, the solution has been simple: chase the dentist. Ring the practice, leave a message, try again later. But in 2025, with the technology available to us, that approach feels more like firefighting than communication.
Meeting people where they are
Modern communication means thinking beyond the phone. Some prefer email threads that can be traced and archived. Others rely on Whatsapp for speed and photo sharing. For some, practice management systems provide secure messaging between clinic and lab.
But the real trick is finding out what works best for each practice. Sometimes the right person to speak to isn’t the dentist at all. It could be the nurse who books appointments, the practice manager who oversees logistics, or the treatment coordinator who handles the patient’s journey.
At the start of every new working relationship, it’s worth asking:
- Who should we contact for what?
- What’s the best communication method – phone, email, Whatsapp, or something else?
- Who covers messages when someone’s on holiday?
Once you’ve agreed the process, document it. Having a clear, traceable system not only saves time but protects everyone when things go wrong.
When technology makes things harder
Ironically, as communication tools have evolved, so have the barriers. Many large dental companies have developed their own closed communication systems, often tied to their scanners, implant platforms, or CAD/CAM workflows.
In theory, these systems are designed to streamline case management. In practice, for labs, they’ve made life far more complicated.
We’re now expected to use multiple platforms, one for intraoral scans, another for implant cases, another for aligners, another for digital dentures. Each one has its own logins, file types, messaging systems, and update quirks. Instead of simplifying communication, it’s fragmented it.
For a busy lab working with dozens of clinics, each loyal to different systems, this patchwork of software has turned what should be simple collaboration into digital chaos. We’ve become software managers as much as technicians, juggling updates, passwords, and proprietary portals just to keep cases moving.
The way forward
We need to find a middle ground between old-fashioned phone chasing and the overcomplicated digital maze. Communication should be consistent, efficient, and accessible, regardless of which scanner or implant system is being used.
That starts with mutual understanding. Dentists can help by clarifying how and when they prefer to be contacted, and by ensuring written prescriptions are complete and compliant. Labs can help by modernising their communication habits, using clear channels, and keeping records of every interaction.
If both sides commit to structured, respectful, and traceable communication, we can finally replace the ‘call me’ lab ticket with something far more powerful: collaboration.
Because at the end of the day, great communication doesn’t just make our jobs easier, it makes our work better, safer, and more predictable for the people who matter most: our patients.
Catch up with previous columns from The Lab Expert:
- Pressure beneath the surface: protecting mental health in the lab
- Skilled worker visa shutdown: a devastating blow to UK dental labs
- Pricing strategies for dental labs – what are you worth?
- What will a dental laboratory look like in 2030?
- Is full automation a dream or a threat?
