14
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Volume1 Issue7
CDA
at
W
ork
Recent researchconductedbyCDA revealed that92%ofdentists
identifyeffectivecommunicationas themost important factor in
buildingpositive relationshipswithpatients.
Clear chairsidecommunication is vitally important and
isn’t difficult toperfect. Refiningandupdating this skill is
somethingeverydentist should take seriously. A few simple
adjustments topatient communicationcangoa longway
toenhance trust and reinforcevalue in thecareyou
provide.
•
Helpset the tonewithnewpatients.
It’s agood
idea for thedentist tobeavailableat the start of an
appointment towelcomenewpatients–even if just
briefly. Thiswelcominggestureconveys that youare
the leader in thepractice, and tells your patient that you
value themas anewpatient.
•
Listenand focusonyourpatient.
Listenattentively toyour patient’s concerns
andoral healthgoals. Payattention tobody languageandclarify if you senseany
unspokenconcerns.Make sureyouhave the informationyouneed tomake informed
recommendations.
•
Askquestions.
Patients aremore likely tooffer valuable informationwhenasked the
right questions. Tohelpearn their trust, askpatientshow they feel, if theywantmore
details, or if theyunderstand theoptions youhavepresented. A littleprobingcan
provide insights andhelpavoidmisunderstandings.
•
Use lay language.
Fewpatientsunderstanddental anatomy termsor theclinical names
of dental procedures. At the same time, somepatientsmaybeuncomfortableadmitting
that theydon’t understandwhat you’re saying. Clear chairsidecommunicationwill help
patientsunderstandyour diagnosis and the recommended treatment optionswhile
encouragingopen, trustingdialogue.
•
Explain the ‘what’and ‘why.’
Thedental examination is thebasis for your treatment
recommendations. Explainingwhat you’redoingduring theexam, andwhy, helps
patientsunderstandandvalueyour recommendations. Goodcommunicationduring
their appointment reinforces that youare focusedon their careandhelpspatients
understandwhy recommendedprocedures arenecessary.
•
Getcomfortablediscussing fees.
According toour research, 49%of dentists think it’s
not important topersonallyexplaincosts to their patients—in fact, itwas ratedasone
EarnTrust, Demonstrate Value
SIMPLESTEPSTO IMPROVE
PATIENTCOMMUNICATION
Dr.LarryLevin
Dr.Levinpractises in
Hamilton,Ontario, serves on
theCDABoardofDirectors
and chairsCDA’sTrustand
ValueWorkingGroup.
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Steps
92%
ofdentists
identifyeffective
communicationas themost
important factor inbuilding
positive relationships
withpatients.
