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Patient Care II > Exam 2: First Impressions > Flashcards

Exam 2: First Impressions Flashcards

1
Q

What type of questions should you ask a patient?

A

open-ended questions

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2
Q

What type of listening should you do with a patient?

A

focused active listening

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3
Q

What is the most important tool in dentistry?

A

communication

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4
Q

What do dentists treat?

A

patients!

not teeth

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5
Q

Is providing info enough to change a patient’s behavior?

A

NO!
- need to motivate the patient
- teach/show them the value of dentistry

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6
Q

What are the benefits of a good relationship with the patient?

A

more likely to…
- follow our recommendations
- pay bills on time
- refer others to your practice
- reduce axiety
- not sue you

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7
Q

What are the outcomes of good communication?

A
  • Build trust
  • Reduce anxiety
  • There is no….Well I thought you were going to do……and you do something different.
  • Inform before you perform
  • Pave your way with words… dentures
  • Increase patient satisfaction; Increase your satisfaction
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8
Q

What percent of medical litigation cases cited communication as the primary cause?

A

68-70%

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9
Q

What are the ways to communicate effectively with patients?

A
  1. assess your body language
  2. make your interactions easy
  3. show them respect
  4. have patience
  5. monitor your mechanics
  6. provide simple written instructions
  7. give ample time for questions/responses
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10
Q

What are different non-verbal ways we communicate?

A
  • delivery of words, emotions, and body language
  • facial features (smiling)
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11
Q

What are some unconscious personal habits?

A
  • Vocal / hearing (Uh, You know, Right? OK?, Clearing throat, Monotone)
  • Facial (eyebrows, fiddling)
  • spinning pen
  • tapping
  • hand gestures
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12
Q

What should you do with your hands while speaking?

A
  • folded
  • behind back
  • akimbo (hands on hips
  • fig leaf (place hands in front of midsection)
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13
Q

What are verbals that promote conversation?

A

 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

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14
Q

What are verbals that inhibit conversation?

A

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

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15
Q

What are some negative dentist attitudes?

A
  • arrogance
  • sarcasm
  • high pressure marketing
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16
Q

How can you be accommodating towards the patient?

A

 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

17
Q

How can you know the patient’s feelings towards dental care?

A

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

18
Q

What are some initial contact questions?

A
  • How long since your last dental visit?
  • What kind of past treatment? How was it?
  • Do you have any concerns about receiving dental treatment?
19
Q

How should you communicate with faculty about the patient?

A
  • Usually away from the patient
  • Remember, they are a person NOT a time unit
  • Think about how you say/present things….just last week a D4 told me the patient was a mess….no…..it is a complicated treatment.
20
Q

What are some reasons for dental anxiety?

A
  • embarrassment (teeth can’t be saved)
  • parents
  • bad experience when young
  • being judged or lectured
21
Q

What are the physiological signs of dental anxiety?

A
  • perspiration (forehead, hands, palms, lip, underarms)
  • high BP and heart rate
  • respirations
22
Q

What are some ways to reduce anxiety?

A

 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

Patient Care II (10 decks)

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