Dentist-Patient communication

Question 1

Which gdc standard is to communicate effectively w patients ?

Answer 1

2

Question 2

What is intersubjectivity?

Answer 2

•Striving to understand others
•Being understood

Question 3

What is impact

Answer 3

Extent to which a message brings about change in thoughts, feelings or behaviour

Question 4

What does maguire 1989 say constitutes good communication

Answer 4

Interviewers who are..

Were warm and sympathetic
•Were easy to talk to
•Introduced themselves
•Appeared self-confident
•Listened to the patients and responded to their verbal cues
•Asked questions that were easily understood and were precise
•Did not repeat themselves

Question 5

4 reasons why good communication is important

Answer 5

•To make an accurate, comprehensive diagnosis

•Detect emotional distress in patients and respond appropriately

•Increase patient satisfaction with care provided

•To increase compliance with advice and instructions

Question 6

What puts patient at ease at BEGINNING of consultation?

Answer 6

•A comfortable setting
•Being greeted my name and a handshake
•Being shown where to sit
•The interviewers introducing themselves and explaining the procedure
•An easy first question
•The interviewer appearing interested in their remarks

Question 7

What % of all social interactions are made from non-verbal communication

Answer 7

65%

Question 8

Examples of non verbal communication

Answer 8

Level/ Position
Proximity
Posture
Eye contact
Non-verbal reinforcers of speech
•tone, pitch, speed, ’ahs’, ‘uhms’

Question 9

How are hands and arms used in non verbal communication

Answer 9

•Facilitate the transmission of messages from one person to another
•Self-directed gestures – often a sign of tension e.g. ring twisting, hand-wringing

Question 10

How are legs and feet used in non verbal communication

Answer 10

•Movements tend to display signs of unease
•Social leakages – individual subconsciously displays evidence of tension or nervousness

Question 11

How many separate 6facial movements were identified by Ekman, Freisen 1982

Answer 11

46

Question 12

The 3 things that are acc said in verbal communication

Answer 12

Questioning
Listening
Explaining

Question 13

2 types of questions

Answer 13

Open
Closed

Question 14

Advantages of open questions

Answer 14

•More relevant information can be obtained in a given time
•The patient feels more involved in the interview
•The patient can express all the concerns and anxieties about their problem

Question 15

Disadvantages of open questions

Answer 15

•Interview may take longer, difficult to control
•Some of the interview may not be relevant

Question 16

Disadvantages of closed questions

Answer 16

The information obtained is restricted to the questions asked

The interview is controlled by the interviewer

The interviewee has little opportunity to express their concerns and feelings.

Question 17

3 probing questions

Answer 17

Clarify; What do you mean by that?

Justify; What makes you think that?

Check accuracy; You definitely took three tablets a day?

Question 18

Tips for listening to patients

Answer 18

•Allow patients to talk without interruption
•Effective listening means concentrating on what the patient says and trying to understand their feelings as they speak
•Be alert to verbal and non-verbal cues
•To demonstrate your attention, use appropriate body language and facilitate comments
•Allow pauses and silences

Question 19

What can u say to get a patient to talk more

Answer 19

•“Please go on and tell me more”
•“Yes, I understand – please continue”

Question 20

Non verbal ways to get ur patient to talk more

Answer 20

Appropriate posture – e.g. lean slightly forward towards the patient, maintain eye contact and nod at appropriate times

Question 21

What is signposting

Answer 21

Structuring the consultation into easily understandable sections that are communicated to the patient

Question 22

Main functions of explanations

Answer 22

•Provide information
•Simplify complexities
•Correct mistaken beliefs
•Give advice
•Aid patient compliance
•Highlight the important elements of any procedure
•Offer reassurance and reduce uncertainty
•Justify one’s actions and recommendations
•Increase patient satisfaction
•Ensure patient understanding

Question 23

Tips for explaining info to patients

Answer 23

•Be realistic in the objectives you set
•Advice and instructions should be given early in the session, the most important information should be given first
•Use short words and sentences
•Avoid jargon
•Give information in a structured way – in a set of ‘chunks’
•Use visual aids, leaflets, posters
•Check that your patient understands your message and allow them to ask for clarification
•Be friendly, not officious – sufficient to establish rapport

Question 24

Generally, how many pieces of info can patients retain at any one time

Answer 24

7

Question 25

When should u give the most important info?

Answer 25

First

Question 26

Why May u use illustrations, i.e :

•Audiovisual aids
•Diagrams
•Drawings
•Pictures

Answer 26

Useful for explaining complex procedures
Extremely useful in dentistry to explain procedures e.g. root canal treatment, crowns, bridges

Question 27

Should we use demonstrations?

Answer 27

Absolutely yes

Patients should be allowed to attempt the procedure as soon as possible after the demonstration.

I hear and I forget.
I see and I remember.
I do and I understand.

Question 28

Bertakis 1977 found that asking patients to repeat in their own words increases their info retention by?

Answer 28

30%

Question 29

What did Ley 1988 say patient recall is in by?

Answer 29

signposting, summarising, repetition, clarity and use of diagrams

Question 30

How to end an interview

Answer 30

•Summarise what the patient has told you
•Ask them to check the accuracy of what you have said
•Ask them to repeat in their own words what advice or information they have been given
•Enquire if they would like to add anything
•End by thanking the patient.

Question 31

What should u say in your introduction

Answer 31

Call your patient from the waiting room
Say who you are
Escort your patient onto the clinic
Show your patient where to sit
Position yourself in front of your patient
Explain what you are going to do today
Say who your tutor is

Small talk

Question 32

How to take a history

Answer 32

‘Because I haven’t seen you before I need to ask you some questions and have a look at your teeth and gums. This will help me and my tutor to put together a plan for your treatment’
Can I start by asking you……

Question 33

What should u ask in a social history

Answer 33

Occupation
Smoking status
Alcohol intake

! Non-judgemental approach

Question 34

How to end an appointment

Answer 34

Summarise what you have done

Does the patient have any questions?

Escort the patient to the reception area to make arrangements for another appointment