Your team is diagnosing patients. They just don't call it that.

Your assistant sees the dark spot on the bitewing before the doctor walks in. The patient asks 'is that bad?', and the kindest-sounding answer is the wrong one: 'yeah, that's a cavity, but it's small.' Only the doctor says cavity, crack, gum disease, abscess or root canal.

It matters for more than liability. A patient who heard 'cavity' from an assistant hears the doctor as a second opinion, and if the doctor sees something different, someone on your team was wrong in front of them.

The skilled version describes without deciding: 'That darker area is something the doctor will look at closely.' Your team can explain what a picture shows, what the exam is for and what happens next. The conclusion goes to the person who owns it.

In TrainingDen a diagnosis from a team member fails the rep outright, however warm the rest of it was, and the doctor sees it on the dashboard with the exact words used. It's one of the fastest habits to fix once someone can see it written down.