Dos and Don'ts of Interacting with Dental Patients

The difference between a positive patient experience and a negative one often hinges on the attitude and approach of the dental professional.

A welcoming smile, a reassuring nod, and an empathetic demeanor can transform the dental office from a place of anxiety and fear into a space of trust and comfort. Conversely, shaming patients for their oral health issues or making negative comments can deteriorate the patient-dentist relationship and discourage them from seeking necessary care in the future.

As experts in dental consulting in Palm Beach, we recognize the power of successful interactions. Therefore, we’ll talk about the dos and don’ts of how to act and talk to your patients.

The Don'ts

1. Don't Make Them Feel Ashamed About Their Oral Health

When you comment on the state of your patient’s teeth and gums, you give them a reason to avoid visiting your office later on. As a result, their dental issues worsen, and you fail to retain a patient.

For example, someone who hasn't been to the dentist in years due to fear of judgment might finally make an appointment. If they're met with shaming comments about their crooked teeth or bleeding gums, they're likely to cancel follow-up appointments and continue neglecting their oral health.

Try to approach each patient with understanding and compassion. Focus on the positive steps they're taking by coming to see you and offer encouragement for their efforts to improve.

2. Don't Downplay Their Concerns

Brushing off a patient’s worries about their oral health or procedures can make them feel unheard and unimportant. This issue might lead to a breakdown in communication, with patients becoming less likely to share important health information or follow through with treatment plans.

Take the time to listen actively to your patients' concerns. Validate their feelings and provide clear, reassuring responses that address their worries in a straightforward way.

3. Don't Make Them Feel Scared

Dental anxiety is real, affecting around 36% of the US population, and it can be exacerbated by offhand comments about the seriousness of procedures or the use of intimidating language. Telling a patient that a procedure is going to be "extremely complicated" or "very painful" can increase their anxiety and fear, possibly leading them to avoid necessary treatments.

Use positive language to explain procedures and focus on the benefits and the relief they will bring. Offer detailed explanations only if the patient requests them, and always keep the tone reassuring.

4. Don't Use Technical Terms or Jargon

Using dental jargon can confuse patients and create a barrier between you and them. When patients don't understand what you're talking about, they might feel embarrassed to ask for clarification or make uninformed decisions about their treatment options.

Always speak in clear, simple language. If you must use technical terms, follow them with an easy-to-understand explanation. By doing this, you make sure patients feel included in the conversation about their care.

5. Don't Ignore Their Pain and Comments During Procedures

Finally, ignoring a patient's expressions of pain or discomfort during a procedure result in trauma and a deep-seated fear of dental visits.

For instance, if a patient signals that they are in pain and the dentist continues without addressing it, the person may feel helpless and scared, damaging their trust in dental professionals.

Try to establish a clear signal with patients for when they need a break or are experiencing discomfort. Always stop to adjust the treatment as necessary to manage their pain.

The Dos

1. Answer Their Questions Carefully

When patients feel their concerns are addressed thoroughly, they tend to feel more confident in their treatment plan and in your care as a dental professional.

For instance, a patient might be nervous about the details of a root canal, such as the need for sedation or the fear of missing their tooth. By explaining the steps involved and how you will take care of their discomfort, you can alleviate their anxiety and prepare them for the procedure.

2. Educate Them About Their Oral Health

As a dental professional, part of your job is to provide patients with clear, understandable information about their oral health status and how they can improve or maintain it.

You can use models, diagrams, or digital tools to help illustrate complex issues or procedures. Many pediatric dentists also use toys to show young patients how to brush and floss properly and encourage better habits.

3. Encourage Open Communication

Creating a space where patients feel comfortable talking about their worries and questions makes them more willing to share their concerns, follow your advice, and follow through with recommended treatments.  

You can be more communicative and encouraging by asking open-ended questions and showing genuine interest in their answers, such as:

• How have you been feeling about your oral health lately?
• Tell me more about your daily dental care routine
• What concerns do you have about the treatment we've discussed?
• How can I help make your visits more comfortable?
• Are there any questions you have about the procedures or preventive measures we've recommended?

4. Show Empathy and Understanding

Demonstrate empathy and understanding toward patients, particularly those who feel anxious or fearful about visiting your office. Recognizing and validating a patient's feelings, rather than dismissing them, can alleviate their anxiety.

For instance, a patient who is nervous about the discomfort they’ll feel during oral surgery can benefit from your assurance that you’ll use pain management techniques, such as local anesthesia or sedation, to make them feel relaxed.

You can also personalize the conversation by sharing stories of other patients who had similar fears but ended up having positive experiences. Finally, offering practical advice, such as bringing headphones to listen to music during the procedure, can help patients feel more in control and less focused on their fears.

5. Follow Up After Procedures

Following up with patients after procedures shows that you care about their well-being and are available to address any post-treatment concerns. A simple phone call or email to check on a patient's recovery can reinforce the care and attention provided during their visit.

Other steps you can take include:

• Scheduling a post-procedure appointment to assess healing and address any issues
• Providing a direct line for patients to contact if they experience unexpected symptoms or have questions
• Offering tips and advice for at-home care specific to their procedure
• Encouraging feedback on their experience to improve future care
• Sharing educational content related to their treatment for better understanding and management

Interested in Improving Your Practice with Dental Consulting in Palm Beach?

Contact Fortune Management South Florida and ask for coach Brian Houlahan for top-notch dental consulting services. Let us help you achieve success and transform your patient experiences. Reach out today!