Communication in dental practice. Behavioral medicine-appearances, physiognomic, suppression of negative emotions​

what is communication

the process of sending and receiving information among people

what are the different types of communication channels

face-to-face conversations ​

telephone calls​

text messages​

email ​

the Internet

what are the 3 main goals of doctor patient communication

creating a good interpersonal relationship ​

facilitating the exchange of information ​

including patients in decision-making

communication is a series of experiences of the...

5 senses

what are the different types of communication

non verbal

verbal

written

visualisation

what is verbal communication

sharing of information through speech

what are examples of written communication

letters

emails

books

magazines

what are examples of visualisation communication

graphs and charts

maps

logos

what are the different types of non verbal communication

kinesics

gestures

head movements and posture

eye contact and dilation

facial expression

haptics

vocalics

appearance

proxemics

why is good patient communication important

so that the patient has all the information required to make an informed decision and determine the best treatment plan

also encourages continued care and loyalty, and leads to greater job satisfaction

how can patient satisfaction be increased

be willing to communicate and empathise with patients

how can patient complaints be reduced

use open dialogue with patients which leads to better retention

what is the first law of patient care

patient satisfaction = perception - expectations

what are the 6 basic needs a patient has

friendliness

empathy

efficiency and punctuality

control over treatment plan

alternative treatment plans

information about fees

what are the fundamentals of patient relations

the patient is not an interruption to your work, they are your work

small talk will comfort your patient

never argue with the patient

always talk money at an appropriate time

what are characteristics of the ideal dentist from the patient perspective

confident

empathetic

humane

personal

frank

respectful

thorough

what are the different touchpoint of patient communication

initial contact

dental examination

discussing treatment

discussing payment and insurance

concluding the visit

what are essential elements for effective patient clinician communication

fostering relationships

two way exchange of information

conveying empathy

engaging in decision making and care planning

managing uncertainty and complexity

what are the steps you can take to deal with difficult patient situations

let the patient speak without interruption

express empathy

do not get defensive

take control of the situation

ask the patient what they want

where does the fear of dentists arise from

indirect or direct negative experiences

what is a phobia

persistent, unrealistic and intense fear of a specific stimulus

this leads to complete avoidance of the perceived danger

what are the physical and mental symptoms dentophobia can lead to

crying, screaming, shaking and sweating

this can also lead to a panic attack

what can avoiding the dentist eventually lead to

worsening oral health

and more expensive treatments to fix this

what other aspects of the patients life can be affected due to poor oral health

difficulty finding a job

dating/ relationships

the patient can become withdrawn, depressed or agoraphobic

what are the 4 different groups of anxious patient based on their source of fear identified by Milgram et al

anxious of specific dental stimuli

distrust of the dental personnel

generalised dental anxiety

anxious of catastrophe

how can anxious or phobic patients be identified

anxiety questionaries

objective measures

what are anxiety questionnaires

multiple/ single answer self reporting questionnaires

most commonly used are:

Corah's dental anxiety scale (CDAS)

Modified dental anxiety scale (MDAS)

spielberger state trait anxiety inventory

kleinknecht et al dental fear survey (DFS)

stouthard et al dental anxiety scale

what are the objective measures taken to asses dental anxiety

blood pressure

pulse rate

pulse oximetry

finger temperature

galvanic skin response

how can dental anxiety be managed

trust building between patient and doctor

behaviour management

psychotherapeutic management

hypnotherapy

pharmacological management

what is kinesics

body language

what are gestures

adaptors - touching behaviours and movements that indicate internal states

emblems - specific agreed on meaning

llustrators - depict the message they accompany

What are haptics in nonverbal communication?

The study of specific nonverbal behaviours involving touch.

What is proxemics?

study of personal space

4 zones of public space :

public

social

personal

intimate distance