2/19: First Impressions Flashcards
What kind of questions should be used when communicating with a patient?
Open-ended; especially early on
What kind of listening should be used when communicating with patients?
Focused, Active listening
What is the most important tool in dentistry?
Communication
What do we need to do for a patient?
Motivate
Teach/show a patient the VALUE of dentistry
What are benefits of a good patient-dentist relationship?
- more likely to follow recommendations
- more likely to pay bills on time
- more likely to refer others to your practice
- reduce anxiety- both patients and yours
- less likely to sue
What are outcomes of good communication?
Build trust
Reduce anxiety
There is no….Well I thought you weregoing to do……and you do something different.
Inform before you perform
Pave your way with words…..dentures
Increase patient satisfaction = Increase your satisfaction
68-70% of medical litigation cases cited __________ as the primary cause
Communication - patients feel like they aren’t being heard
What should we do to communicate effectively with patients?
- Assess body language
- same level body
- face to face
- eye contact
- face them while speaking - Make interactions easy
- sentences and questions short
- one topic at a time
- clear terms - Show proper respect
- accomodate their requests
- offer choices
- maintain their dignity - have patience
- move at their own pace
- positive communication is not rushed - Monitor mechanics
- speak clear and slow and loud
- enunciate
- simple language - Provide simple written instructions
- easy to follow list of basic concepts - Give ample time to respond
- time to respond or ask questions: makes them feel valued in the management of their care
What are the three types of delivery?
How words are spoken
- tone, quality, pitch
- emphasis, volume, pause
- inflection
Emotion
- perception fo compassion and empathy
Body language
- stance, posture, gesture
- use of space
What is nonverbal perception?
Facial/emotional
- eye contact
- smile
What is the difference between fake “social” vs genuine “duchenne” smiles?
Genuine involves the eye muscles
What are unconscious personal habits of vocal/hearing?
Uh
You know
Right? Ok?
Clearing throat
Monotone
What are unconscious personal habits of facial/emotional?
Eyebrows
fiddling with glasses, hair, beard, earrings
What are unconscious personal habits in our body language?
Spinning the pen/pencil
Foot tapping
Fingernails tapping
Rocking
Hand gestures
What do i do with my hands while speaking?
- folded
- behind back
- akimbo: hands on hips and elbows turned out
- fig leaf: hands in front of midsection
What are nonverbal things we should do when speaking to a patient?
- appropriate space
arms length
dentist get close and invade personal space - eye contact
- eye level
- smile
What are roadblocks to good listening?
- office distractions
- multi tasking (reviewing chart in front of the patient, staff interruptions)
What are verbal’s that promote conversation?
- Open-ended questions
- Use Mr. Mrs. or Ms.
unless they ask you to
do otherwise - Don’t rush
- Give the patient a
chance to talk
What are verbal’s that inhibit conversation?
- Rushing to diagnose-let
the patient be a part in
the decision making. - Asking closed-ended
questions
What are negative dentist attitudes?
- Arrogance
- Sarcasm
- High pressure marketing-
most patients can tell when this is happening. - These attitudes will get you nowhere
How can you be accommodating as a dentist?
- Make sure the patient is
comfortable - Be flexible to ensure
patient acceptance - Some practice management
consults say do all Crown
and Bridge and high
production cases in the
morning and keep
afternoons easier and for
emergencies
How should you ensure that you know a patient’s feelings toward dental care?
- Always ask about previous
dental experiences - What they liked, what
they didn’t - How can you make this
visit comfortable for
them? - Never criticize another
dentist work…might be a
friend or relative of the patient
What are initial contact questions?
- how long since last dental visit?
- what kind of past treatment? How was it?
- do you have any concerns about receiving dental treatment (opens the door for patient to talk freely)
When you have to communicate with faculty, how should you approach it?
- away from the patient
- remember they are a person NOT a time unit
- think about how you say/present things
