Patient questions: Dental front office staff should never try to wing these. They should only handle questions they know the answers to without diagnosing or giving out medical advice. If the front office does not know an answer or it is beyond their scope of responsibility, they should simply say something to the effect of, "Mr. Jones, that's something I'll have to check with the doctor about (or hygienist, etc.). I will get back to you by the end of the day or first thing tomorrow with the information." Over time the front office will know that some questions cannot be answered over the phone, and they will need to inform some patients they need to come into the office.
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