Patient Communication Flashcards
Communication skills needed for
patient-centered care include (3)
eliciting the patient’s agenda with open-ended questions, especially early on; not interrupting the patient, and engaging in focused active listening.
Learning how to improve
communication skills will make
you a better dentist by enabling
you to
better understand your
patient’s needs
Need to try and minimize the
— to mutual understanding
barriers
You treat patients - not —
teeth
Teeth do not walk into your
office - patients do.
— is the most important
tool in dentistry
Communication
(2) is
not always taught in dental school.
Interpersonal skills and communication
Takes (2)
patience and practice
Often taught that simply providing
info is enough to change patient’s
behavior…. (3)
Not true Need to motivate patient Need to teach/show a patient the value of dentistry.
Benefits of a good relationship B. Ingersoll, Behavioral Aspects in Dentistry (5)
More likely to follow our recommendations More likely to pay bills on time More likely to refer others to your practice Reduces anxiety-both the patient’s and yours Less likely to sue
68-70% of medical
litigation cases cited
— as the
primary cause
communication
Patient’s feel like they
are not being heard
Outcomes of Good Communication (6)
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
- Assess your body language-
have your body at the same
level as theirs. If necessary, sit in a chair so that you can be
face to face and making eye contact. Always face them
while speaking.
- Make your interactions easier for them-
Keep your sentences and questions short,
stay on one topic at a time,
and explain difficult concepts in clear terms
- Show them the proper respect-
Accommodate their
requests as much as is safe and prudent. Rather than
speaking in commands, offer them choices. Strive to help
them maintain their dignity.
- Have patience-
Due to their age, physical or cognitive
difficulties, they may move and speak more slowly than you
do. Give them time to move at their own pace. Positive
patient communication is not rushed.
- Monitor your mechanics-
Speak clearly and slowly,
louder than you usually do, but without yelling.
Enunciate complex words carefully but use simple
language as much as possible.
- Provide simple written instructions when necessary-
(post-op instructions/ treatment plans) an easy-to-
follow list of the basic concepts.
- Give your patients ample time to respond or ask
questions-
This will help them feel like a valued partner
in the management of their care.
Perception (3)
What’s perceived, not necessarily what
transpired.
Talk at the patient’s level…..infections vs
periodontal abscess.
Organization is Key…remember how it looks to
the patient
Delivery (3)
how words are spoken
emotion
body language
How words are spoken (3)
Vocal quality, tone, and pitch
Emphasis, volume, pause
Inflection
Emotion (1)
Perception of compassion and empathy
Body language (2)
Stance, posture, gesture
Use of space
Facial / emotional (2)
Eye contact
Smile
Fake (“social”) smile vs. genuine (“Duchenne”)
Genuine involves the — muscles
— not as good distinguishing the two
eye
Men
Unconscious Personal Habits
Vocal / hearing: (5)
Uh You know Right? OK? Clearing throat Monotone
Unconscious Personal Habits
Facial / emotional (2)
Eyebrows
Fiddling w/ (Glasses, Hair, Beard, Earrings)
Unconscious Personal Habits (5)
Spinning the pen / pencil Foot tapping Fingernails-tapping Rocking Hand gestures
What do I do w/ my hands
while speaking? (4)
Folded
Behind back
Akimbo-hands on hips and elbows turned out
Fig leaf-place hands in front of your midsection
Nonverbal (4)
appropriate space (Arm’s length, Remember-dentist get close and invade personal space)
eye contact
eye level
Smile!
Roadblocks to Good Listening (4)
Office distractions
Multi-tasking
Reviewing chart in front of the patient.
Staff interruptions
Verbal’s that Promote
Conversation (4)
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
Verbal’s That Inhibit
Conversation (2)
Rushing to diagnose-let the patient be a part in the decision making. Asking closed-ended questions
Negative
Dentist
Attitudes (4)
Arrogance Sarcasm High pressure marketing- most patients can tell when this is happening. These attitudes will get you nowhere
Be
accommodating (2)
Make sure the patient is
comfortable
Be flexible to ensure
patient acceptance
Know patient’s
feelings toward
dental care (4)
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
Sometimes you need to
communicate with faculty (3)
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
Why do people avoid
the dentist? (5)
Fear High cost (Lack insurance) Lack of providers in some areas Injection and feeling numb Afraid that they won’t get numb, and it will hurt.
Fear (3)
#1 reason
Unknown-what you might find
Known-patient already knows the
dental work they need.
Reasons for Dental
Anxiety (3)
sights
sounds smells
Choking (3)
Afraid of swallowing instruments or other harmful substance Gagging Suction
Embarrassment (3)
My teeth can’t be saved Scared of the “lecture” Being judged
Parents (3)
Bad experience in younger years Influence kids- I have heard parents tell their children, “Don’t worry, it won’t hurt” Kids will follow by example
Initial Contact Questions (3)
How long since your last dental visit
What kind of past treatment? How was it?
Do you have any concerns about receiving dental treatment?
• Opens the door for patient to talk freely
Physiological Signs
Perspiration (5)
Forehead, hands, palms, upper-lip, under-arms
Physiological Signs
Cardiovascular (2)
Blood pressure
heart rate
Physiological Signs
Respirations (1)
Rate and depth
skipped
Good ideas to reduce anxiety (8)
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
