Communication 4

Question 1

Language barriers due to?

Answer 1

Children
Age
Disabilities
Non-native english speakers

= none/little language, confused speech, foreign language, accent/dialect, slang, deafness, jargon, complex sentences, giving offence through over-familiarity

Question 2

What is culture?

Answer 2

Integrated pattern of learned beliefs and behaviours that can be shared among groups and include thoughts, styles of communicating, ways of interacting, views of roles and relationships, values, practices and customs
Explains how we explain and value the world

Question 3

What is cultural competence?

Answer 3

Acknowledgement of the importance of culture in people’s lives
Respect
Minimisation of any negative consequences of cultural differences

Question 4

Cultural competence and oral health care?

Answer 4

Culture is fundamental to the development and management of disease in the population

• Disease is a process - illness is what the pt experiences
• Culture influences beliefs about the cause of disease, how illness is altered, what tx is appropriate, how tx should be provided, who should provide tx

Not taking culture into account = signif miscommunication = under/non-utilisation of care, poor compliance, increased oral health disparities, poor QoL, poor tx and health outcomes

Question 5

The conundrum - the individual impacts?

Answer 5

People have different variations on cultural themes
Individs are unique, each have own interpretation
Do not stereotype them
Treat pts as individs - maintain constant awareness of the potential impact of culture

Question 6

How to develop your cultural competence?

Answer 6

Open attitude
Self awareness
Other awareness
Cultural knowledge
Cross-cultural skills - style switching of communication

Question 7

How to achieve effective communication skills?

Answer 7

Eliciting, understanding and responding to the
patient’s perspective
• Information gathering
• Explanation and planning
• Building the relationship

Question 8

How does cultural belief impact oral health care?

Answer 8

Interpretation of symptoms
Beliefs about causation
Attitudes towards illness and disease
Use of and beliefs about efficacy of complementary or alternative sources of healthcare
Gender and age expectations about roles and relationships
Role of dentist and social interactions related to power and ways of showing respect
Psychosocial issues

Question 9

Questions you should ask yourself when working with the elderly?

Answer 9

• Are there special physical problems related to ageing
  in this person?
• Have hearing loss or neurological problems comprised
  this person’s ability to communicate?
• Are there limitations to the clinical management and treatment of this person?
• Are relatives or friends assisting this person? Do they need to be involved?

Question 10

How to deal with difficult pts?

Answer 10

1. Avoid downplaying the seriousness of the pts complaint. Do not interrupt them.
2. Express empathy. Let them know you are concerned about their feelings.
3. Pts need to hear that you are on their side and are willing to solve their problem.
4. Do not go on the defensive.
5. Take control of the situation. Once you have heard the patient’s side of the story, take the appropriate action to
   resolve the problem.
6. Ask the patient what they want. You may be surprised to find that the patient’s solution to the problem is both fair
   and simple.
7. Once you have established a plan of action, sell it. Explain
   to your patient how the plan will solve the problem.
8. Ensure that the plan has been carried out and the results are acceptable to your patient – follow-up to ensure your patient is happy with the way you have handled the
   problem.

(1. Do not interrupt pt complaint
2. Express empathy
3. Pt aware that you’re willing to sort out their problem
4. Do not get defensive
5. Take control - once heard pt make plan to resolve problem
6. Ask the pt what they want
7. Explain to pt how your plan will solve the problem
8. Ensure plan has been carried out, pt pleased and follow up)

Question 11

What skills should a dentist have?

Answer 11

1. Confident: The dentist’s confidence gives me confidence.
2. Empathetic: The dentist tries to understand what I am experiencing, and communicates that understanding to me.
3. Humane: The dentist is caring, compassionate and kind.
4. Personal: The dentist is interested in me, interacts with me, and remembers me as an individual.
5. Frank: The dentist tells me what I need to know in plain language and in a forthright manner.
6. Respectful: The dentist takes my input seriously and works with me.
7. Thorough: The dentist is conscientious and persistent.