Patient Communication Flashcards by sophie rosen

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.

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Learning how to improve
communication skills will make
you a better dentist by enabling
you to

better understand your

patient’s needs

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Need to try and minimize the

— to mutual understanding

barriers

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You treat patients - not —

teeth

Teeth do not walk into your
office - patients do.

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— is the most important

tool in dentistry

Communication

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(2) is

not always taught in dental school.

Interpersonal skills and communication

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Takes (2)

patience and practice

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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.

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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

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

communication
 Patient’s feel like they
are not being heard

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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

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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.

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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

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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.

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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.

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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.

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Provide simple written instructions when necessary-

(post-op instructions/ treatment plans) an easy-to-

follow list of the basic concepts.

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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.

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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

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Delivery (3)

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how words are spoken
emotion
body language

How words are spoken (3)

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Vocal quality, tone, and pitch
Emphasis, volume, pause
Inflection

Emotion (1)

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Perception of compassion and empathy

Body language (2)

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Stance, posture, gesture

Use of space

Facial / emotional (2)

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 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 ```

Patient Communication Flashcards

(48 cards)