(13) Patient Relations and the Dental Radiographer

Skills that promote good relationships between individuals are termed:

interpersonal skills

Are technical skills alone sufficient for providing optimal patient care?

no

The process by which information is exchanged between two or more persons

Communication

Verbal communication involves the use of ___________.

Language

Skilled use of language involves:

• word choice

• delivery

What type of tone should a radiographer use when speaking?

pleasant, soft, and relaxed

The dental radiographer can convey messages through nonverbal ways. What are some examples?

• posture

• body movement

• eye contact

• facial expression

Can nonverbal messages be substituted for verbal messages?

yes

What are important nonverbal cues that convey the attitude of the dental radiographer?

• posture  and body movement

• eye contact

• facial expressions

Are patients more likely to understand and remember information presented by an interested health professional more than by a professional whose nonverbal cues signal indifference?

yes

Should you maintain direct eye contact when speaking with your patient?

yes

What is the nonverbal cue that indicate a lot about a persons mood?

facial expressions

Interpersonal skills that are used to ease communication and develop a trusting relationship between the dental professional and the patient

Facilitation skills

What are facilitation skills used for?

• ease communication

• develop a trusting relationship

Relationship between the patient nd the dental professional

patient relations

First impressions are formed by:

• appearance

• hygiene

• greeting

What should the dental professional do before escorting the patient to the treatment area?

greet them

What should you address the patient by?

Their proper title (Miss, Mrs., Mr, Dr.) and last name.

If your uncertain about the correct pronunciation, who should you find out the correct pronunciation from?

the patient

An example of a proper greeting

Hello, Mrs. Davis. My name is Kate Miller, and I’m the dental assistant who will e working with you today. It’s a pleasure to meet you. If you’ll follow me to the patient treatment area, we can get started with today’s appointment

The way  a dental professional conducts himself or herself at the patient’s chairside

Chairside manners

What are good traits of chairside manners?

• relaxed

• confident

A position of the body, or manner of carrying oneself that is indicative of a mood

Attitude

Skills that promote a good relationship between individuals are termed facilitation skills

false

Technical skills alone are sufficient for providing optimal patient care

false

the excessive use of technical words may confuse the patient and result in miscommunication

true

The delivery of speech is important in verbal communication; the dental radiographer should speak in a pleasant, relaxed manner

true

Nonverbal behavior cannot be used to enhance communication

false

If verbal messages are consistent with nonverbal messages, the patient is likely to respond with apprehension and mistrust

false

Patients are more likely to understand a dental professional whose nonverbal cues signal indifference

false

Eye contact plays a powerful role in the development of interpersonal relationships

true

Listening involves only hearing

false

When listening to a patient, the dental radiographer can use facial expressions to convey appropriate emotional responses.

true

Interpersonal skills are skills that are used to make communication easier and develop a trusting relationship between the patient and the dental professional

false

When a patient trusts a dental professional, the patient is more likely to comply with the prescribed treatment and return for further treatment

true

In many offices, the dental auxiliary ii s the first person to meet and greet the patient

true

The appearance of the dental auxiliary is important

true

A patient should always be greeted by his or her first name

false

It is appropriate for the dental auxiliary to chew gum when working with patients

false

The dental auxiliary must develop a fast-paced, confident chairside manner

false

In most dental offices, the dental auxiliary is responsible for performing radiographic procedures

true

The attitude of the dental radiographer affects patient relations

true

The dental radiographer does not need to be courteous if a patient is uncooperative or difficult

false