Exam 2: First Impressions Flashcards
What type of questions should you ask a patient?
open-ended questions
What type of listening should you do with a patient?
focused active listening
What is the most important tool in dentistry?
communication
What do dentists treat?
patients!
not teeth
Is providing info enough to change a patient’s behavior?
NO!
- need to motivate the patient
- teach/show them the value of dentistry
What are the benefits of a good relationship with the patient?
more likely to…
- follow our recommendations
- pay bills on time
- refer others to your practice
- reduce axiety
- not sue you
What are the outcomes of good communication?
- 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
What percent of medical litigation cases cited communication as the primary cause?
68-70%
What are the ways to communicate effectively with patients?
- assess your body language
- make your interactions easy
- show them respect
- have patience
- monitor your mechanics
- provide simple written instructions
- give ample time for questions/responses
What are different non-verbal ways we communicate?
- delivery of words, emotions, and body language
- facial features (smiling)
What are some unconscious personal habits?
- Vocal / hearing (Uh, You know, Right? OK?, Clearing throat, Monotone)
- Facial (eyebrows, fiddling)
- spinning pen
- tapping
- hand gestures
What should you do with your hands while speaking?
- folded
- behind back
- akimbo (hands on hips
- fig leaf (place hands in front of midsection)
What are verbals 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 verbals that inhibit conversation?
Rushing to diagnose-let the patient be a part in the decision making.
Asking closed-ended questions
What are some negative dentist attitudes?
- arrogance
- sarcasm
- high pressure marketing
How can you be accommodating towards the patient?
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 can you know the patient’s feelings towards 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 some initial contact questions?
- How long since your last dental visit?
- What kind of past treatment? How was it?
- Do you have any concerns about receiving dental treatment?
How should you communicate with faculty about the patient?
- 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.
What are some reasons for dental anxiety?
- embarrassment (teeth can’t be saved)
- parents
- bad experience when young
- being judged or lectured
What are the physiological signs of dental anxiety?
- perspiration (forehead, hands, palms, lip, underarms)
- high BP and heart rate
- respirations
What are some ways to reduce anxiety?
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
