GAP Australasian-Dentist Issue 80 Jul-Aug 19

Category AustrÀlÀsiÀn Dentist 129 COMMUNICATION VIA VISUAL AIDS As dental professionals we sometimes forget how important it is to first communicate to our patients that they have an issue before they are ready to accept any treatment that we may suggest to them. As dental professionals we cannot rely on verbal explanation alone to persuade our patients that they have a dental issue, especially one that may be asymptomatic and one that they are not aware of. Àhe choice of the type of visual aid we use affects how our patients perceive the necessity and the urgency for treatment. EFFECTIVE VISUAL AIDS The intra-oral camera Àhe saying ‘Àeeing is believing’ holds true in our profession. We should aim to show our patients a photo of that massive fractured cusp, that ominous-looking carious lesion, the unattractive recession and the crack slithering down the tooth. Àven if our patient is aware that he or she has an issue, they will often underestimate the size, gravity and/or urgency of the problem until they’ve seen it first-hand. Hand drawings A nifty communication technique À learnt from observing a prominent endodontist in Melbourne is hand-drawn diagrams. Àt comes across as personalised and relevant to the patient. À implement this technique to explain the presence class carious lesion, the presence of a pulpal infection and the need for a crown. Àt’s simple yet so efficient. VISUAL AIDS TO AVOID Radiographs Àf we succumb to using radiographs as our visual aid, we risk confusing our patients as it often ends up being about teaching them how to read a radiograph rather than about the dental issue itself. We want to educate patients, not confuse them. Hence showing radiographs is a waste of time and it’s counterproductive. Pamphlets, brochures and mouth models Patients don’t perceive this as being relevant to them as the information is not individualised to the patient. Àt may also come across as robotic. COMMUNICATING THE TREATMENT PLAN We should use simple, plain language that the patient will understand. As soon as we’ve confused the patient, we’ve lost their sense of empowerment and therefore their ability to make a decision and accept any proposed treatment from us. We should present the treatment as a choice rather a statement because we want to make the patient feel empowered and that it’s their decision to make. COMMUNICATING RISKS AND COMPLICATIONS We should view treatment plans as a two- way business transaction that involves both parties accepting the terms and conditions. Àf a patient refuses to accept certain risks and complications of a treatment that we propose to them, we should not feel comfortable in performing that particular treatment on that particular patient. Àt is a good idea to leave a written trail of the discussed risks and complications. For example, listing them on the side of your drawn diagram and keeping a photocopy of that diagram as part of the patient’s record. For large or complicated treatment plans, it is a good idea to have something pre-typed in your own words and highlighting key points as you go over it verbally with the patient. COMMUNICATING COST WITH THE PATIENT One of the most common reasons of a broken appointment is that the patient doesn’t know the cost of the next appointment, even though they will rarely ask for the cost. Hence one of the most effective ways in reducing the likelihood of a no-show is by providing our patients with a written quote. Pricing is best discussed away from other patients so it’s best that we do it in the room rather than in the reception area. We should feel comfortable to discuss costs with the patient, just as we would expect any other profession to provide us with a quote for their services. CONCLUSION Àf our patient goes to another dentist to seek a second opinion, it is easy to blame the patient for their lack of understanding of dentistry. However we should view this as a failure on our part for not being effective enough in our communication to the patient. We should take it as an opportunity for self-reflection and improvement on our interpersonal skills. Àf we ever want to acquire feedback from patients, a useful tool is the Communication Assessment Àool (CAÀ). The key takeaways are: u Àhe use of visualisation tools as an adjunct to discuss diagnosis u Àhe choice of the type of visual aid we use affects how our patients perceive the need for treatment u Àhe importance of discussing the treatment plan in plain, simple words and presenting it to the patient as a choice u Àhe importance of feeling comfortable to discuss risks and complications, and treatment costs with patients u By Dr Rita Trakhtman Ào n tÀ The dentist-patient communication PART 2 of a 5 part series: Visual Aids, Treatment Plans, Risks and Complications, and Costs Dr Rita Trakhtman