Module 1

Question 1

What might happen after a Dentist has diagnosed problem, completed procedure, and explained maintenance to patient?

Answer 1

Patient is distracted/doesn’t listen, doesn’t care or gives up after a day because its hard.

Question 2

What might be true about a patient’s understanding that us dentists might not pick up on?

Answer 2

The patient might want to understand but is nervous about treatment, or doesn’t want to admit they don’t understand what you are talking about.

They will often just pretend to be understandign

Question 3

What are 3 ways to get better patients?

Answer 3

Educate
Persuade
Coerce them into adherence

Question 4

What is the problem with these 3 strategies?

Answer 4

They don’t always work

Question 5

What is a reason why education doesn’t always work?

Answer 5

Education often revolves explaining things that WE as professionals know is important but honestly it is not relevant to a patient’s life from their perspective

Question 6

Can you give an example of this?

Answer 6

Telling teenagers that going to bed too late makes them less attentive at school late in the day doesn’t make them want to go to bed early.

If you told them they would become instantly more attractive or rich it would be tapping into things they care about….and they would do it.

Question 7

What is the problem with persuasion?

Answer 7

Because patients constantly have persuasion techniques thrust upon them by people they don’t trust, its not a good idea to be lumped in with that crowd.

Question 8

What is the problem with coercion?

Answer 8

Patients initially try but they once something negative happens, they will start avoiding the topic.

Question 9

So if education, persuasion, and coercion are not solid options, what is left?

Answer 9

Develop communication skills that help:

Patients listen better
Care more
Follow Through

Question 10

What are the Six steps to achieve this communication goal?

Answer 10

1. Get pt attention before talking
2. Ask them what they already know/understand/think
3. Listen to their answers
4. never talk for more than a couple of sentences at a time
5. Check their understanding
6. Ask them to personalize recommendations by giving an example of how they can do it.

Question 11

How do you get a patient’s attention?

Answer 11

1. Say their name
2. Make eye contact
3. Wait for them to tune in
4. Smile of look friendly/patient

Question 12

Before dispensing advice what should you always ask the patient?

Answer 12

Ask them what they already know/understand/think

e.g. What do you know about the effects of drinking a lot of juice has on your teeth

Question 13

What are some things dentists can do to make sure you are listening to your patients answers to your questions?

Answer 13

If possible, stop doing other things

Tune into them by orientating your body towards them

Listen to the details, not just vaguely tuning in

Question 14

When providing info, what do you want to make sure you do?

Answer 14

Always just give the main points….the headlines, don’t bore the patient with minutia

Question 15

After the headlines what do you do?

Answer 15

Make sure the patient understands by:

As them if they understand
Ask them to summarize back to you
Ask them if they have any questions

Question 16

To follow up what is a good way to drive the point home?

Answer 16

Ask patient to give an example of how they can personally do whatever it is that they need to.

e.g. How could you fit flossing into your daily schedule

Question 17

If a treatment is complicated, what is a good way to give personalized advice?

Answer 17

Ask the patient what obstacles exist that would prevent follow through?