Mona Shum

More Than a Profession: A Lifetime of Caring, One Smile at a Time

Since becoming a Registered Dental Hygienist in 1990, I have dedicated more than 36 years of my life to a profession that has given me so much more than a career. It has given me the privilege of meeting thousands of people, building lifelong relationships, sharing in their joys and sorrows, mentoring the next generation of dental hygienists, and making a difference in people's lives in ways that go far beyond oral health.

For me, being a dental hygienist has never been just about cleaning teeth, completing appointments, or watching the clock. It has always been about the person sitting in my chair. Every patient has a story, and I believe that everyone deserves to feel heard, respected, comfortable, and cared for.

Throughout my career, I have always tried to go above and beyond what is expected. I have stayed late to accommodate patients, worked Saturdays to fill in when the office needed me, and rearranged my personal time because I understand that life does not always go according to schedule. I know that taking time off work, arranging transportation, finding childcare, or travelling long distances for an appointment can be challenging. I never want a patient to feel that they are just another appointment on my schedule.

Two particular experiences have stayed with me and remind me why I chose this profession.

One winter evening, during a terrible snowstorm, I had a 6:00 p.m. appointment. I waited until 6:45 p.m., but my patient had not arrived. The front desk administrative team contacted the patient to offer an opportunity to reschedule. Having waited, I eventually closed my operatory, changed out of my uniform, and prepared to go home.

Just as I was about to leave the building, my patient walked through the door. He immediately apologized and explained that he had been stuck on a bus for more than an hour and a half because of the weather. I could see how genuinely sorry he was.

Without hesitation, I told him it was okay, went back into the office, changed back into work mode, and took care of him.

Another time, I was already sitting in my car, enjoying a well-deserved moment after a long workday, when I learned that my patient had arrived an hour and a half late. She explained that she had taken two bus transfers to get to her appointment, but unfortunately, one of the buses had broken down.

I could have easily driven home. My day was over, and I had already left the office. Instead, I turned my car around, drove back, and saw her.

Why? Because I understood that she had made every effort to get there. I knew how much it meant to her to keep her appointment, and I did not want her to feel that her circumstances had let her down.

These moments may seem small to some, but to me, they represent the heart of what patient care means. Sometimes compassion means giving someone a little more of your time, even when nobody is asking you to.

My commitment to caring for patients also extends beyond the dental chair. Over the years, I have made a conscious effort to learn and grow so that I can better serve people with different needs. I took courses in sign language because I wanted to communicate with patients who are deaf or non-speaking. I did not want a communication barrier to prevent someone from feeling understood or receiving the care they deserved. I wanted them to know that they mattered, that I was willing to make the effort, and that they were welcome in my chair.

I also believe strongly in giving back to my profession. I have had the pleasure of mentoring dental hygiene students and newly graduated hygienists. I remember what it felt like to be new, to have questions, and to want reassurance. I try to share not only my clinical knowledge and experience but also the importance of patience, empathy, professionalism, and treating every patient with kindness. Technical skills can be taught, but I believe genuine compassion is what makes an exceptional healthcare professional. If I can help even one new hygienist develop confidence and discover the joy of caring for others, I feel that I have made a meaningful contribution to my profession.

Perhaps one of the greatest rewards of my 36 years has been the relationships I have built with my patients. Some have been with me for decades. Over time, the relationship becomes much more than a healthcare provider and patient. I have celebrated engagements and weddings, welcomed new babies into the world through their parents' stories, shared in family milestones, and offered comfort during difficult times. I have attended patients' weddings and, sadly, funerals. I have shared in their laughter, tears, celebrations, and losses. These connections have touched my heart in ways that are difficult to put into words.

There is something incredibly special about watching families grow, seeing children become adults, and continuing to care for multiple generations of the same family. Some patients walk into my operatory and it feels like catching up with an old friend. They tell me about their children, grandchildren, vacations, challenges, and accomplishments. I have been privileged to witness so many chapters of their lives.

After all these years, I still believe that a smile is about much more than beautiful teeth. It represents confidence, dignity, connection, and happiness. Sometimes the most important thing I can give a patient is not a clinical treatment but a listening ear, a reassuring word, a little flexibility, or simply the feeling that someone genuinely cares.

Looking back, I am proud of the hygienist I have become, but even more grateful for the people who have allowed me to be part of their lives. My patients have taught me patience, resilience, gratitude, and the importance of human connection. They have enriched my life just as much as I hope I have enriched theirs.

If I could offer one piece of advice to the next generation of dental hygienists, it would be this: Never forget that there is a person attached to every set of teeth. See the person, not just the patient. Be willing to go the extra mile. Listen without judgment. Show compassion, especially when circumstances are difficult. And remember that the smallest act of kindness can leave the biggest impression.

I entered this profession in 1990 thinking I was choosing a career. What I did not realize was that I was choosing a lifetime of connections, friendships, lessons, and opportunities to make a difference.

Thirty-six years later, I would make that same choice all over again.

Because at the end of the day, I don't measure my career by how many patients I have seen or how many hours I have worked. I measure it by the trust I have earned, the lives I have touched, the young professionals I have encouraged, and the smiles that I have helped make a little brighter.

I may have started my career caring for people's smiles, but it is the people who have left the biggest smile in my heart.