What are the 10key areas of dental communication
History taking
Explaining results
Explaining diagnosis and prognosis
Planning treatment
Discussing treatment options
Gaining consent
Behavioural change
Breaking bad news
Handling complaints
Raising concerns
What are the key principles to breaking bad news
Understandable
Personalised
Accurate
Complete
What are examples of bad news
Unexpected tooth loss
Treatment more complicated than expected
Disease more advanced than expected
Financial implications
Failed or poor prognosis
What is the spike framework
Setting
Perception
Invitation
Knowledge
Empathy
Summary and strategy
What should your setting for breaking bad news be
Quiet private setting
Appropriate information and results
Appropriate others/staff
Why is perception needed
Establish how much does the patient knows, and his or her perception about the situation
What is invitation
What kind of information is helpful to the patient and family
What does the patient want to know, giving them the power to make decisions
What is knowledge for
Using non-technical language
When appropriate, positive and basic information re the next steps
Diagnosis, treatment and prognosis
How can we handle complaints well
Listen carefully and do not interrupt
Acknowledge distress and apologize
Summarize understanding
Work together to agree next steps
What are visible signs of distress
Tearfulness, irritability after patient encounters
Withdrawal or avoidance of certain patients of procedures
Increased absenteeism or lateness
Deffensiveness
Difficulty concentrating
What are hidden signs of distress
Guilt or self-blame about clinical events
Reduced confidence, fear or terror
Physical symptoms eg. fatigue
What are key points of interprofessional communication
Document clearly and respectfully
Be mindful of tone in records and emails
Collaborate with openness and respect
Active listening, empathic framing and clarity
