First Impressions and Patient Communication Flashcards
communication skills needed for patient centered care include:
eliciting the patients agenda with open-ended questions, not interrupting the patient and engaging in focused active listening
what is the most important tool in dentistry
communication
you treat ____ not teeth
patients
teeth do not walk into your office ___
patients do
what else do you need to do besides inform the patient
-motivate the patient
-need to teach/show patient the value of dentistry
what are the benefits of having a good relationship with your patient
-more likely to follow recommendations
-more likely to pay bills on time
-more likely to refer others to you
- reduces anxiety both the patients and yours
-less likely to sue
what percentage of medical litigation cases cited communication as the primary cause
68-70%
inform before you ___
perform
what should your body language be with a patient for effective communication
have your body at the same level as theirs. make eye contact. always face them when speaking
how can you make interactions easier for patients for effective communication
keep your sentences and questions short, stay on one topic at a time and explain difficult concepts in clear terms
how can you show a patient proper respect for effective communication
-accomodate their requests as much is safe and prudent
-rather than speaking in commands offer them choices
-strive to help maintain their dignity
how can you have patience with patients for effective communication
due to age, physical or cognitive abilities that may speak and move more slowly than you. give them time to move at their own pace.
-positive patient communication is not rushed
how do you monitor your mechanics for effective communication
speak clearly and slowly, louder than you usually do without yelling
-enunciate complex words carefully but use simple language as much as possible
how you do provide written instructions for effective communication
post-op instructions or treatment plans should be written in an easy to follow list of the basic concepts
how does delivery contribute to perception
-how words are spoken: vocal quality, tone and pitch. emphasis, volume, pause inflection
-emotion: perception of compassion and empathy
- body language: stance, posture, gesture, use of space
what is meant by facial/emotional nonverbal perception
-eye contact
-smile
what is another word for fake smile and genuine smile
fake: social
genuine: duchenne
what is the difference between fake and genuine smile
genuine involves the eye muscles
what are the unconscious personal habits
-vocal/hearing: clearing throat, monotone
-facial/emotional: eyebrows, fiddling
-spinning pen
-foot tapping
-fingernails tapping
-rocking
-hand gestures
what do you do with hands while speaking
-folded
-behind back
-akimbo
-fig leaf
what is akimbo
hands on hips and elbows turned out
what is fig leaf
place hands in front of your midsection
what is the appropriate space between you and patient
arms length
what are the roadblocks to good listening
-office distractions
-multi-tasking
-reviewing chart in front of patient
-staff interuptions
what are verbal’s that promote conversation
-open ended questions
- use Mr. and Mrs.
- dont rush
-give the patient a chance to talk
what are the verbal’s that inhibit conversation
-rushing to diagnose-let the patient be a part in the decision making
- asking closed ended questions
what are the negative dentist attitudes
- arrogance
-sarcasm - high pressure marketing- most patients know when this is happening
how can you be accomodating to the patient
- make sure the patient is comfortable
-be flexible to ensure patient acceptance - do all crown and bridge and high production cases in the morning and keep afternoons easier and for emergencies
how should you understand the patients feelings toward dental care
-always ask about previous experiences
- what they liked and didnt
- never criticize another dentists work
how should you communicate with faculty about a patient
- usually away from the patient
- they are a person not a time unit
- think about how you say/present things
what are reasons for dental anxiety
-choking
-afraid of swallowing instruments or other harmful substances
-gagging
-suction
-embarassment- my teeth cant be saved, scared of “lecture”, being judged
-parents- bad experiences in younger years, kids follow by example, influence kids
what are the 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
what are the physiological signs of stress
perspiration, cardiovascular, and respirations
where does perspiration occur
-forehead
-hands
- palms
- upper lip
-under arms
what measures cardiovascular physiological signs
BP and HR
what measures respiration phsyiological signs
rate and depth
what are some good ideas to reduce anxiety
- explain procedure before starting
-give specific info during procedures
-give reassurance
-give the patient some control- raise hand - provide distraction
-build trust
-show personal warmth - stress reduction protocol
