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upporting
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our
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ractice
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Volume2 Issue8
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Complicating this task is theknowledge that
nonverbal cuesplaya significant role inour in-
teractionswithpatients.According toLisaPhilp,
chief visionaryofficerofTransitionsGroupNorth
America, adental consultantandmanagement
company, communication is10%words,
30% toneof voiceand60%body language.
Sowhat sortofnonverbalbehaviourscanbe
helpful incommunicatingwithyourpatients?
Some insightscanbegainedby looking to the
resultsofhealthcommunications research.
Consider these3nonverbalbehavioursand
the impact theycanhaveonyourpractice:
❶➤
Eyecontactenhances trust.
One study
thatevaluated the influenceofnonverbal
behavioursbyoncologistsonpatients’
trust
1
found that consistenteyecontact led
to strongerpatient trust, particularly for
patientswitha lower level of education.
Another study found thatpatients
perceiveclinicianswhomadeeyecon-
tact tobemoreengagedand likeable.
2
❷➤
Put it inwriting topromotepa-
tientengagement.
Researchsuggests
thatpatientswhowritedown theirques-
tionsbefore theirmedical appointment
aremore likely to raise theirquestionsor
concernsduring theappointment.
3
It’s
astrategy thatcanalsobeused indental
practices topromotehealth literacy.
4
Practitionerswith important reminders
for theirpatients shouldput it inwriting.This
approachencouragespatients tobeactively
involved in theirhealthcare, andmaybe
particularlybeneficial forolderpatients,who re-
member less thanhalfof the information told to
thembyclinicians, according toanother study.
5
❸➤
Frontalbodypositionconveyscompe-
tence.
A frontal, forward-leaningbodyposition
reportedlyconveyscompetence to thepatient.
1
Another study found thatphysiciansaremore
positivelyperceivedwhen they sitdirectly
facing thepatientwith legsuncrossed.
6
Accord-
ing toPhilp, consultation roomsare increasingly
beingused indental practicesbecause they
allowadentist to sit face-to-face inaprivate
environment andcan increasecaseacceptance.
When thedentisthas something important to
convey in the treatment room, Philp stresses
the importanceofhaving,“thepatient sitting
up, at anequal level,withoutbarriersover the
dentist’sorpatient’seyesormouth.”
And finally, dentists shouldnever under-
estimate thepowerof a smile.“It’soneof our
strongest assetsand it’swhatdentistsworkon
everyday,”she says.“Weconveypositivitywhen
we’re smilingduringourpatient interactions.”
a
LisaPhilp is theChiefVisionaryOfficer ofTransitions
GroupNorthAmerica
PATIENTCOMMUNICATION
Say it without speaking
Every day, dentists face the difficult task of communicating complex information to
their patients and adjustinghow they convey that information according to thepatient’s
circumstances andneeds.The importanceof good communicationbetween thedentist
andpatient cannot beunderstated: it has an impact onpatient satisfaction, adherence to
treatment, andapatient’swillingness to return to thepractice.
References
1.HillenMA, deHaesHCJM, vanTienhovenG, BijkerN, vanLaarhovenHWM,VermeulenDMet al.All eyes
on thepatient: the influenceof oncologists’ nonverbal communicationonbreast cancerpatients’ trust.
BreastCancerResTreat.2015;153:161-71.
2 MontagueE, ChenP, Xu J, ChewningB, BarrettB.Nonverbal interpersonal interactions inclinical encoun-
tersandpatientperceptionsof empathy. JParticipatMed.2013Aug14; 5:e33.
3.RostKandFrankel R. The introductionof theolderpatient’sproblems in themedical visit. JAgeingHealth.
1993;5(3):387-401.
4.HorowitzAM,KleinmanDV.Creatingahealth literacy-basedpractice.JCalifDentAssoc.2012;40(4):331-40.
5.RostK, RoterD. Predictorsof recall ofmedication regimensand recommendations for lifestylechange in
elderlypatients.Geronologist.1987;27(4):510-15.
6.HarriganJ,OxmanT,RosenthanR.Rapportexpressed throughnonverbalbehaviour.JNonverbalBehav.
1985;9:95-110.
LisaPhilp
