Proper Dental Treatment Presentation to a Patient
Effective and clear communication between the dentist and a patient is still one of the most essential skills in today’s dental practice.
Even though technology continues to get more advanced almost quicker than we can keep up with, the chair-side conversation that occurs with the patient to go over their treatment options will always rank at the top no matter where technology takes us.
Building Rapport and Understanding the Patient’s Needs
Before any treatment options are presented to a patient, the dentist should inquire about the patient’s previous dental experiences, should they be a new patient in your office. Often a patient has reservations about dental treatment in general, whether that is because of a negative experience as a child, years of dental pain without proper treatment, or fear of the costs involved.
I’ve seen and witnessed dentists as well as treatment coordinators approach a patient with the facts of their situation, the treatment options available to them, and the costs involved before they have ever really inquired about the patient’s previous dental experiences or their overall concerns about moving forward with treatment. This step is essential in establishing trust and putting the patient at ease, which often results in the patient proceeding with treatment in your office altogether regardless of any possible reservations.
When patients feel truly heard and respected, they become more receptive to the treatment options they need, as well as the advanced options your office has the technology to provide.
The Diagnostic Explanation of the Recommended Treatment
Often a dentist can speak to a patient while trying to convey their dental needs in strictly dental terminology.
We must always remember that while it is important to convey the complete truth about a patient’s dental situation, that patient likely did not attend dental school and will not understand clinical terminology. The explanation of what their X-rays show or what pre-op testing steps were taken to arrive at the recommended treatment must be delivered in plain and understandable language. Using dental terminology alone will often overwhelm a patient and do nothing but confuse them.
Dentists too often speak to a patient as if they are speaking to a colleague. Through the use of visual aids such as intraoral photographs, digital scans, or diagrams, along with language that is easier to understand, the dentist can help put the patient at ease and increase the likelihood that the patient will proceed with treatment.
Presentation of Treatment Options
Dentists and/or treatment coordinators need to be sure to present all treatment options to a patient. Too often, an office will only present the “Cadillac” option, which may result in the patient being unable to afford treatment.
While we would love to provide the best and most modern dental treatment to every patient for every dental need that arises, sometimes patients must elect a more conservative option to address the issue at hand. Various factors influence their decision, and we need to acknowledge those factors and respond with empathy.
It is good practice to explain the procedure, benefits, longevity, possible outcomes, and costs involved. Ethical communication requires that dental personnel not omit lower-cost treatment options or exaggerate more extensive treatment as the only viable option. The dentist can certainly express their professional opinion on the best course of action and the reasoning behind it, but it is always best to present all options so the patient can make a fully informed decision.
Tone of Voice and Empathy
Patients are often experiencing anxiety or embarrassment about their dental condition. They know they need treatment, but may have delayed care due to financial concerns or discomfort with having someone examine their mouth.
It is always important to present treatment options with an empathetic tone and complete non-judgment of the patient’s situation. Maintaining eye contact, using reassuring language, and acknowledging the patient’s feelings will often result in acceptance of treatment.
More importantly, it helps build a level of trust that encourages the patient to return to the office for future care rather than seek treatment elsewhere.
About the Author
Laura Tucker, DAADOM
Laura is an accomplished dental industry professional with over 33 years of experience in practice management and leadership. As a Diplomate of the American Association of Dental Office Management, she is dedicated to advancing excellence in dental administration and team development.
Laura’s expertise spans operational efficiency, patient experience, and professional mentorship, making her a trusted resource and passionate advocate for growth within the dental community.
