lecture 1: first impression Flashcards

1
Q

communication skills needed for patient-centered care include eliciting the patient’s agenda with____________especially early on;
not interrupting the patient, and

A

open ended questions
not interrupting patient
engaging in focused active listening

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2
Q

most important tool in dentistry

A

communication

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3
Q

T/F
often taught that simply providing info is enough to change patient’s behavior

A

not true
need to motivate patient
need to teach/show patient VALUE of dentistry

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4
Q

benefits of a good relationship
(B. ingersoll, behavioral aspects in dentistry

A
  1. more likely to follow or recommendations
  2. more likely to pay bills on time
  3. more likely to refer others to your practice
  4. reduces anxiety both patients and yours
  5. less likely to sue
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5
Q

outcomes of good communication:

A

build trust
reduce anxiety
inform before you perform!
pave way with words
increase patient satisfaction=increase your satisfaction

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6
Q

68-70% of medical litigation cases cited what as the primary cause

A

communication

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7
Q

7 steps in communicating effectively with patients

A
  1. assess body language
  2. make your interactions easy for them
  3. show them proper respect
  4. have patience
  5. monitor your machanics
  6. provide simple written instructions
  7. give your patients ample time to respond and ask questions
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8
Q

what’s perceived, not necessarily whats transpired

A

perception

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9
Q

how words are spoken

A

delivery (perception)
vocal quality
tone
pitch
emphasis
volume
pause inflection

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10
Q

perception of compassion and empathy

A

emotion (perception)

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11
Q

stance, posture, gesture
use of space

A

body language (perception)

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12
Q

facial/emtional
eye contact and smile

A

nonverbal percetion

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13
Q

genuine involves the

A

eye muscles

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14
Q

vocal/hearing:

A

unconscious personal habits:
uh
you know
right? ok?
clearing throat
monotone

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15
Q

facial/emotional:

A

unconscious personal habits
eyebrows
fiddlings with glasses
hair
beard
earrings

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16
Q

examples of unconscious personal (body) habits

A

spinning the pen/pencial
foot tapping
fingernails-tapping
rocking
hand gestures!!

17
Q

what to do when hands when speaking?

A

folded
behind back
akimbo
fig leaf

18
Q

hands on hips and elbows turned out

19
Q

place hands in front of midsection

20
Q

nonverbal communication eamples:

A

appropriate space
eye contact
eye level
smile!

21
Q

appropriate space for nonverbal communication

A

arm’s length
remeber-dentist get in close and invade personal space

22
Q

roadblocks to good listening:

A

office distractions
multitasking (reviewing charts in front of patient or staff interruptions)

23
Q

verbals that promote conversation:

A

open-ended questions
use mr. mrs. ms. unless asked to do otherwise
dont rush
give pt chance to talk

24
Q

verbals that inhibit conversation:

A

rushing to diagnose (let patient be in part of decision making)
asking closed ended questions

25
negative dentist attitudes
arrogance sarcasm high pressure marketing
26
be accommodating:
make sure pt is comfortable be flexible to ensure pt acceptance
27
know patient's feelings towards dental care:
always ask about previous dental experiences (what they like and dont, how can make comfortable, never criticize anothers work)
28
initial contact questions
how long since last visit? what kind of past treatment and how was it? do you have any concerns about receiving dental treatment? opens doors for patients to talk freely.
29
sometimes you need to communicate with faculty: 1 2 3
usually away from patient remember they are a person not a time unit think about how you present things
30
reasons for dental anxiety:
embarrassmnet parents
31
physiological signs for dental anxiety 1 2 3
1. perspiration (sweat) 2. cardiovascular 3. respirations
32
forehead hands palms upperlip under arm
perspiration physiological sign for dental anxiety
33
blood pressure heart rate
cardiovasulcar physiological sign for dental anxiety
34
rate and depth
respirations of physiological sign for dental anxiety
35
good ideas to reduce anxiety:
explain procedures before starting give specific info during procedure give reassurance give pt sone control (raise hand) prodice distraction build trust show personal warmth stress-reduction protocol