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
