Patient Communication Guide

What do your patients want? A dentist who appreciates their wants and circumstances and provides personal attention. To feel they are respected. To feel that they are an important part of their own treatment plan.

What do your patients want? To know what treatment options are available with the options explained thoroughly. To know about fees and services, but in a pertinent and time-sensitive manner. Want to be treated as individuals, not numbers.

The goal of effective communication is simple To strengthen the relationship between you and your patients. Leads to an increased value of your services. Leads to increased trust in your treatment recommendations. Leads to increased number of patients following through with treatment plans.

Why is good communication important? Increased Patient Satisfaction – There is a positive association between the care patient’s receive and their provider’s ability and willingness to communicate. Reduced Complaints - Open dialogue with patients results in better patient retention and a reduction in complaints to regulatory bodies. Improved Efficiency - Giving patients time to express their concerns doesn’t take any longer but can reduce the likelihood of late-arising concerns or missed opportunities to gather important data.

Opportunities to improve patient communication There are five key moments of interaction with your patients during their visit to your clinic.

The Initial contact When your patient comes in for an appointment, do you greet them personally? Do you take the time to explain the agenda for their visit that day? Do you know their first name? Do you know how long they’ve been your patient? Do you make eye contact? Do you feel rushed through a patient visit?

The initial contact The initial clinical encounter sets the tone for all other interactions throughout the visit. First impressions matter. Greet every patient with a friendly smile. Call patients by name. Introduce all staff members who will be providing care. Listen attentively to their concerns. Don’t use jargon. Ask permission to examine the patient. Take a leadership role, guide the patient through the appointment.

Research Support Dentists Said Patients Said Transparency, openness, communication, and experience build trust. Patients Said  Discussing procedures and knowing the dentist’s goals would increase confidence and trust, and lead to greater compliance with recommendations.

The initial contact - discussion How do you currently handle the initial contact with your patients? ________________________________________________________________________________________________________________________________________________________________________________________ Is there perhaps a better way?

The dental examination When performing an exam, do you explain what you’re looking for? Do you explain what the goals of the exam are? During the exam are you informative and conversational or lecturing and monotone? If your patient is nervous do you take the time to find the source of the discomfort?

The dental examination The dental examination is one of the most important and perhaps under-appreciated components of the dental visit. For most of us, this is a routine procedure, but for many patients it is perhaps the highlight of their visit and the only point at which they will have to interact directly with you. It is an opportunity to educate your patients

The dental examination Most patients have no idea what the dentist does or what the dentist is looking for during the dental exam. Explain what you are doing. Point out that you are checking things like gum condition, soft tissue, spacing and bite and so on. Explain what you are looking for and provide a summary at the end of the exam. Encourage questions to help the patient feel they are an active participant in the process.

Research Support Dentists Said Patients Said There is a noticeable lack of awareness about what constitutes health screening. Patients Said  Generally they recall the dentist performed a digital and visual inspection of their mouth, but few know why. Few understand what the dentist is doing during an oral exam or that the procedure is even occurring.

The dental examination Do you currently help your patients understand the exam process? ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Is there a way to do it better? What am I missing? __________________________________________________________________________________________________________________________________________

Discussing treatment options Do you discuss the ‘must do’ treatment first? Do you discuss the pros and cons of treatment options? Have you expressed, as the expert, your preferred treatment option and explained why it is your preference? Are you actively listening to the patient’s questions?

Discussing treatment options In order for your patients to feel like true partners in their oral health care, they must be fully informed of the treatment options available to them. Be thorough in your explanation of treatment options so the patient understands the pros and cons of each. This is an opportunity to demonstrate your clinical expertise and to build trust in your abilities and motivations

Discussing treatment options Use plain language to describe the recommended course of treatment. Lay out the options in a logical manner, from least to most complex. When possible provide simple written materials for the patient to take home. Avoid judging the patients treatment choice. Ensure you have been fully understood before beginning treatment. Record all consent decisions in the patient chart.

Research Support Dentists Said Significant increase in demand for elective cosmetic dentistry; worry that dentistry viewed as increasingly important but for cosmetic reasons. Patients Said  Cosmetic aspects of dentistry raise doubts about the value of dentistry and the motives of dentists.

Research Support Dentists Said Patient relationships are the most important, and the key to building trust. Patients Said Most indicated their main feedback from the dentist was negative; some feel they are being “scolded.”

Research Support Dentists Said Patients Said Patients have begun to see dentistry as a necessary part of their overall health care. Patients Said  Most accept their dentists’ diagnosis when it is more serious. However, they are very sceptical about the need for preventive care.

Discussing treatment options What methods do you use to discuss treatment options? ____________________________________________________________________________________________________________________________________________________________ What phrases can I use that will help engage my patient better?

Discussing fees and insurance Do you take the time to discuss treatment fees with your patients or do you delegate this to staff? Do you include fees in your discussion of treatment options? Do you understand your patient’s financial thresholds? Do you tend to avoid the discussion of fees all-together? Do you feel annoyed when patients bring up the topic of fees?

Discussing fees and insurance Let’s face it – discussing fees with our patients is rarely easy. But if we deal with the cost issue with honesty and openness, we can avoid misunderstandings and dissatisfaction after the fact. Many patients are embarrassed to ask about fees.

Discussing fees and insurance Discussing fees with patients is rarely easy Make sure the patient is aware of how their insurance plan works and what is and is not covered. Build trust with your patients by walking them through their fees point by point. Be transparent with your patients about your pricing. Do not avoid the topic, but be sensitive to the timing of the discussion.

Research Support Dentists Said Patients Said Patients do not understand the cost of dental care. Dentists said they are aware that patients often view them as financially motivated. Patients Said  Few say the dentist voluntarily advises about the cost of a procedure when recommending it. Many say they are embarrassed to ask the cost.

Discussing fees and insurance Who is the discussion of fees and insurance delegated to in your office? ____________________________________________________________________________________________________________________________________________________________ What kind of objections/questions are asked by patients and how can I best handle them?

Concluding the visit The last few minutes of the visit are as important as the first. Here is an opportunity to answer any final questions and/or clarify any misunderstandings. Confirm your patient’s treatment plan or follow-up. Look at your patient while taking to them and do not end the interaction while walking away from the patient. End the consultation with a reinforcing-type of physical contact. When appropriate, personally escort your patient to the reception area. At a minimum, use your patient’s name at the beginning and at the end of the interaction.

Concluding the visit How do you conclude your interactions with your patients? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Communication skills checklist You can work on improving your interpersonal skills by following these tips: Listen. Ask only relevant questions. Know your voice tone. Do not let your bad day reflect on your patients. Be polite. Do not appear rushed, even if you are.

Dealing with difficult people Learn to see each problem as an opportunity for improvement. Here are some tips for dealing with difficult patients: Avoid downplaying the seriousness of the patient’s complaint. Let the patient tell you their side of the story without interruption. Sometimes all they need is to be heard. Express empathy. Let patients know that you understand the problem and are concerned about their feelings.

Dealing with difficult people Patients need to hear that you are on their side and are willing to do whatever it takes to solve their problem. Do not go on the defensive. You are certain to lose the patient if you become confrontational. Take control of the situation. Once you have heard the patient’s side of the story, take the appropriate action to resolve the problem. Ask the patient what they want. You may be surprised to find that the patient’s solution to the problem is both fair and simple.

Dealing with difficult people Once you have established a plan of action, sell it. Explain to your patient how the plan will solve the problem. Ensure that the plan has been carried out and the results are acceptable to your patient – follow-up to ensure your patient is happy with the way you have handled the problem.

The power of apology If you have erred, say so. Mistakes happen to all of us. Defensiveness only escalates situations and makes resolution difficult. Section 26.1 of the Alberta Evidence Act outlines the effect of apologies on a person’s liability. An apology: Does not express or imply admission of fault or liability; Does not start the time limit for commencing an action under the Limitations Act; Does not void, impair or effect insurance coverage that is available; and Cannot be taken into account in determining fault or liability.

Adopting a team approach It is not enough to improve your own communication skills—you must engage the staff as well. Great teams are created!

Adopting a team approach Is your team all on the same page? In what areas can the team improve communication? What is the single most important thing your team can do to improve patient communications?

Measuring patient satisfaction It’s easy to carry out patient satisfaction surveys – it can be as simple as asking your patients to fill out a form. Most patients are happy to provide feedback – after all, their input allows you to improve the service you offer them.

Measuring patient satisfaction Monthly Newsletter to your patients Here is an opportunity to keep in touch with your patients. Share quick prevention tips, news about your clinic and even provide a quick “customer service” survey. Surveymonkey.com A free web based survey tool Surveygizmo.com Web based survey software 38