First Impressions and Patient Communication

Question 1

communication skills needed for patient centered care include:

Answer 1

eliciting the patients agenda with open-ended questions, not interrupting the patient and engaging in focused active listening

Question 2

what is the most important tool in dentistry

Answer 2

communication

Question 3

you treat ____ not teeth

Answer 3

patients

Question 4

teeth do not walk into your office ___

Answer 4

patients do

Question 5

what else do you need to do besides inform the patient

Answer 5

-motivate the patient
-need to teach/show patient the value of dentistry

Question 6

what are the benefits of having a good relationship with your patient

Answer 6

-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

Question 7

what percentage of medical litigation cases cited communication as the primary cause

Answer 7

68-70%

Question 8

inform before you ___

Answer 8

perform

Question 9

what should your body language be with a patient for effective communication

Answer 9

have your body at the same level as theirs. make eye contact. always face them when speaking

Question 10

how can you make interactions easier for patients for effective communication

Answer 10

keep your sentences and questions short, stay on one topic at a time and explain difficult concepts in clear terms

Question 11

how can you show a patient proper respect for effective communication

Answer 11

-accomodate their requests as much is safe and prudent
-rather than speaking in commands offer them choices
-strive to help maintain their dignity

Question 12

how can you have patience with patients for effective communication

Answer 12

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

Question 13

how do you monitor your mechanics for effective communication

Answer 13

speak clearly and slowly, louder than you usually do without yelling
-enunciate complex words carefully but use simple language as much as possible

Question 14

how you do provide written instructions for effective communication

Answer 14

post-op instructions or treatment plans should be written in an easy to follow list of the basic concepts

Question 15

how does delivery contribute to perception

Answer 15

-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

Question 16

what is meant by facial/emotional nonverbal perception

Answer 16

-eye contact
-smile

Question 17

what is another word for fake smile and genuine smile

Answer 17

fake: social
genuine: duchenne

Question 18

what is the difference between fake and genuine smile

Answer 18

genuine involves the eye muscles

Question 19

what are the unconscious personal habits

Answer 19

-vocal/hearing: clearing throat, monotone
-facial/emotional: eyebrows, fiddling
-spinning pen
-foot tapping
-fingernails tapping
-rocking
-hand gestures

Question 20

what do you do with hands while speaking

Answer 20

-folded
-behind back
-akimbo
-fig leaf

Question 21

what is akimbo

Answer 21

hands on hips and elbows turned out

Question 22

what is fig leaf

Answer 22

place hands in front of your midsection

Question 23

what is the appropriate space between you and patient

Answer 23

arms length

Question 24

what are the roadblocks to good listening

Answer 24

-office distractions
-multi-tasking
-reviewing chart in front of patient
-staff interuptions

Question 25

what are verbal’s that promote conversation

Answer 25

-open ended questions
- use Mr. and Mrs.
- dont rush
-give the patient a chance to talk

Question 26

what are the verbal’s that inhibit conversation

Answer 26

-rushing to diagnose-let the patient be a part in the decision making
- asking closed ended questions

Question 27

what are the negative dentist attitudes

Answer 27

• arrogance
  -sarcasm
• high pressure marketing- most patients know when this is happening

Question 28

how can you be accomodating to the patient

Answer 28

• 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

Question 29

how should you understand the patients feelings toward dental care

Answer 29

-always ask about previous experiences
- what they liked and didnt
- never criticize another dentists work

Question 30

how should you communicate with faculty about a patient

Answer 30

• usually away from the patient
• they are a person not a time unit
• think about how you say/present things

Question 31

what are reasons for dental anxiety

Answer 31

-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

Question 32

what are the initial contact questions

Answer 32

• how long since your last dental visit
  -what kind of past treatment? how was it
• do you have any concerns about receiving dental treatment

Question 33

what are the physiological signs of stress

Answer 33

perspiration, cardiovascular, and respirations

Question 34

where does perspiration occur

Answer 34

-forehead
-hands
- palms
- upper lip
-under arms

Question 35

what measures cardiovascular physiological signs

Answer 35

BP and HR

Question 36

what measures respiration phsyiological signs

Answer 36

rate and depth

Question 37

what are some good ideas to reduce anxiety

Answer 37

• 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