2/19: First Impressions

Question 1

What kind of questions should be used when communicating with a patient?

Answer 1

Open-ended; especially early on

Question 2

What kind of listening should be used when communicating with patients?

Answer 2

Focused, Active listening

Question 3

What is the most important tool in dentistry?

Answer 3

Communication

Question 4

What do we need to do for a patient?

Answer 4

Motivate
Teach/show a patient the VALUE of dentistry

Question 5

What are benefits of a good patient-dentist relationship?

Answer 5

• 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

Question 6

What are outcomes of good communication?

Answer 6

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

Question 7

68-70% of medical litigation cases cited __________ as the primary cause

Answer 7

Communication - patients feel like they aren’t being heard

Question 8

What should we do to communicate effectively with patients?

Answer 8

1. Assess body language
   - same level body
   - face to face
   - eye contact
   - face them while speaking
2. Make interactions easy
   - sentences and questions short
   - one topic at a time
   - clear terms
3. Show proper respect
   - accomodate their requests
   - offer choices
   - maintain their dignity
4. have patience
   - move at their own pace
   - positive communication is not rushed
5. Monitor mechanics
   - speak clear and slow and loud
   - enunciate
   - simple language
6. Provide simple written instructions
   - easy to follow list of basic concepts
7. Give ample time to respond
   - time to respond or ask questions: makes them feel valued in the management of their care

Question 9

What are the three types of delivery?

Answer 9

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

Question 10

What is nonverbal perception?

Answer 10

Facial/emotional
- eye contact
- smile

Question 11

What is the difference between fake “social” vs genuine “duchenne” smiles?

Answer 11

Genuine involves the eye muscles

Question 12

What are unconscious personal habits of vocal/hearing?

Answer 12

Uh
You know
Right? Ok?
Clearing throat
Monotone

Question 13

What are unconscious personal habits of facial/emotional?

Answer 13

Eyebrows
fiddling with glasses, hair, beard, earrings

Question 14

What are unconscious personal habits in our body language?

Answer 14

Spinning the pen/pencil
Foot tapping
Fingernails tapping
Rocking
Hand gestures

Question 15

What do i do with my hands while speaking?

Answer 15

• folded
• behind back
• akimbo: hands on hips and elbows turned out
• fig leaf: hands in front of midsection

Question 16

What are nonverbal things we should do when speaking to a patient?

Answer 16

• appropriate space
  arms length
  dentist get close and invade personal space
• eye contact
• eye level
• smile

Question 17

What are roadblocks to good listening?

Answer 17

• office distractions
• multi tasking (reviewing chart in front of the patient, staff interruptions)

Question 18

What are verbal’s that promote conversation?

Answer 18

• 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

Question 19

What are verbal’s that inhibit conversation?

Answer 19

• Rushing to diagnose-let
  the patient be a part in
  the decision making.
• Asking closed-ended
  questions

Question 20

What are negative dentist attitudes?

Answer 20

• Arrogance
• Sarcasm
• High pressure marketing-
  most patients can tell when this is happening.
• These attitudes will get you nowhere

Question 21

How can you be accommodating as a dentist?

Answer 21

• 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

Question 22

How should you ensure that you know a patient’s feelings toward dental care?

Answer 22

• 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

Question 23

What are initial contact questions?

Answer 23

• 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)

Question 24

When you have to communicate with faculty, how should you approach it?

Answer 24

• away from the patient
• remember they are a person NOT a time unit
• think about how you say/present things

Question 25

What are reasons for dental anxiety?

Answer 25

1. Embrassment
   - My teeth can’t be
   saved
   - Scared of the
   “lecture”
   - Being judged
2. Parents
   - bad experience in younger kids
   - influence kids
   - kids follow by example

Question 26

What are physiological signs of anxiety?

Answer 26

1. Perspiration
   - forehead
   - hands
   - palms
   - upper lip
   - under arms
2. Cardiovascular
   - blood pressure
   - heart rate
3. Respirations
   - rate and depth

Question 27

What are ways to reduce anxiety?

Answer 27

• Explain procedures before
  starting
• Give specific info during
  procedures
• Give reassurance
• Give the pt some control-raise hand
• Provide distraction
• Build trust
• Show personal warmth
• Stress-Reduction Protocol