How to Deal with Difficult Patients: A Guide for Dental Hygienists
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Are You dealing with difficult patients in your dental practice?
Every practice has them: difficult patients. They’re the ones who try your patience, push your team’s buttons, and elicit an inward groan when you see their names on the schedule. But dealing with difficult patients is part of the job in a dental office, and if you follow some simple steps, they don’t have to be a headache.
How can dental assistants deal with difficult patients?
When faced with patients who are unreasonable, aggressive, and demanding, dental assistants must draw upon their experience, empathy, and professional communication skills. Preparation is key.
What should a dentist do when a patient has dental anxiety?
Dental anxiety sends many patients and dentists alike to the psychotherapist’s office, explains Elaine Rodino, PhD, who notes that patients can be fearful for a variety of reasons. Fearful patients, she says, need to be understood by the dentist, who should ask questions such as: Why is the patient fearful?
Why do I have a bad attitude about going to the dentist?
For many people, just knowing they have a dental appointment that day is enough to put them in a bad mood. No one enjoys worrying about cavities or potentially going through a painful procedure. A negative attitude often stems from fear and feelings of loss of control associated with visiting the dentist.
How do you talk to a dentist patient?
How to Speak to Dental PatientsFocus on the Needs at Hand. After brief chitchat, it's vital to bridge your conversation into the needs at hand. ... Respect Them. There's nothing worse than being treated as if you have no idea what you're talking about. ... Add Value to Your Services.
What should you not say in a dental office?
Here is my top 10 list of things that should never be said to dental patients:“That is expensive.” ... Talking about another patient. ... “You should get insurance.” ... Discussing fees over the phone. ... Saying mean things. ... Displaying negative nonverbal communication. ... Having a negative attitude. ... Second-guessing the doctor.More items...•
How do dentists communicate with anxiety patients?
7 Ways You Can Help Your Patients Deal with Dental AnxietyProvide Ways to Assess Dental Fear. ... Offer Pre-Treatment Sessions Whenever Possible. ... Create Good Distractions. ... Develop Trust Through Good Communication. ... Assert Professionalism. ... Create a Professional Atmosphere. ... Wear the Right Uniforms.
How do you deal with uncooperative patients?
7 Tips for Handling Difficult PatientsDon't Get Defensive. ... Watch Your Body Language. ... Let Them Tell Their Story and Listen Quietly. ... Acknowledge the Situation. ... Set Boundaries. ... Administer Patient Satisfaction Surveys. ... Be Proactive.
What can you not do at the dentist?
Below are some foods to avoid before going to the dentist.Citrus. From a tall glass of grapefruit juice, orange juice or lemonade to a fresh ripe mandarin, citrus foods and beverages shouldn't go in your mouth before you visit your dentist. ... Beef Jerky. ... Popcorn. ... Protein Can Keep You Full.
Why do all dentist offices smell the same?
The gloves, antibacterial soaps, disinfectant wipes, super-hot sanitation ovens, and the mixture used to sanitize tools that can't be heat-sterilized are all standards in our practice, and all help create the unique dental office smell. However, pungent smells often go hand in hand with high levels of sanitation.
How do dentists calm patients?
7 Ways to Calm Dental Anxiety and Fear of the DentistPrepare to share your fears with your dentist. ... Plan ahead. ... Watch your food and water intake. ... Practice a deep breathing technique. ... Visit your dentist regularly, avoid skipping or prolonging appointments. ... Ask the doctor to explain the process with you beforehand.More items...•
What is the best method to manage patients with dental anxiety?
Putting anxious patients in control of the appointment, such as allowing them to dictate start and stop times, can help relax their mental state. Physical relaxation is part of the equation as well, with breathing techniques, pleasant aromas, and calming music all playing a role.
How is a dental phobic patient treated?
How to manage dental anxiety or phobiadeep breathing.meditation.distraction (such as listening to music or the use of devices)guided imagery.progressive muscle relaxation.agreeing with your dentist on a signal to stop during the treatment for a break (such as raising your left pointer finger or hand)More items...
How do you respond to a rude patient?
Here are tips that can help you get a positive response at the end of your interaction.Stay calm and maintain good body posture. ... Actively listen to the patient. ... Respond to the anger. ... Remain calm. ... Reframe the situation. ... Acknowledge their grievances. ... Set boundaries. ... Acknowledge their concerns.More items...•
How do you resolve conflict with difficult patients?
How To Resolve Conflict With Difficult PatientsEmphasizing Empathy And Identifying Primary Emotions. ... Pertinent Pointers For Your Response. ... A Positive Approach Is The Best Approach. ... How To Avoid Negative Language And Phrasing. ... Don't Take The Bait Of Confrontational Behaviors. ... When And How To Be Assertive.More items...
How did you handle a difficult patient?
4:1114:26DEALING WITH PATIENTS Interview Questions & Answers ... - YouTubeYouTubeStart of suggested clipEnd of suggested clipI would let them speak and i would listen carefully while showing empathy when appropriate. And iMoreI would let them speak and i would listen carefully while showing empathy when appropriate. And i would try and see things from the patient's perspective.
What to do when you have a dental patient who needs counterintuitive treatment?
When you’re dealing with dental patients who need counterintuitive treatments—for example, the preemptive removal of wisdom teeth—you may need to work hard to get them to understand a procedure’s importance. By explaining what might happen without the procedure, you may be able to ease the patient’s objections.
Why is it so hard to be a patient?
Some of the most common difficult patient scenarios include: A patient who has a general fear of dentists. A patient who refuses a recommended or necessary treatment. A patient who cancels or no-shows for an appointment.
How to get patients to return to your practice?
If you deal with difficult patients, you may be wondering how to get them to return to your practice. Return business is the best business because it costs much more to attract a new patient than it does to keep an existing one. Here are some pointers: 1 Use dental practice management software with online appointments and automatic reminders. Automation can help remind reluctant patients about their appointments and make them feel involved in their treatment. 2 Make follow-up and reminder phone calls. Sometimes a personal call can do more than anything else to convince a difficult patient to keep an appointment. 3 Build a personal connection with your patients. Make notes in your files to remind yourself of your patients’ kids’ names or what they do for a living. When you review your notes before an appointment, you’ll be able to reestablish that personal connection quickly. 4 Send birthday cards to your patients. A supply of birthday cards won’t cost you much and sending them to your patients can help remind them of what they loved about your practice. You already have your patients’ birthdays on file, so why not use that information in a way that benefits you and your patients? 5 When a patient fails to pre-book or misses an appointment, reach out to them. Sometimes a phone call or text from you is all they need to get back on track with their dental treatments.
How to remind reluctant patients about appointments?
Automation can help remind reluctant patients about their appointments and make them feel involved in their treatment. Make follow-up and reminder phone calls. Sometimes a personal call can do more than anything else to convince a difficult patient to keep an appointment. Build a personal connection with your patients.
What to do when a patient fails to pre-book?
When a patient fails to pre-book or misses an appointment, reach out to them. Sometimes a phone call or text from you is all they need to get back on track with their dental treatments. Persistence and kindness are the keys to retaining patients.
How to be honest with patients?
If a patient feels that you’re glossing over details or avoiding certain topics, it can destroy their trust instead of building it. It’s always best to be straightforward and matter-of-fact. Show empathy.
How to remind patients of their kids' names?
Build a personal connection with your patients. Make notes in your files to remind yourself of your patients’ kids’ names or what they do for a living. When you review your notes before an appointment, you’ll be able to reestablish that personal connection quickly. Send birthday cards to your patients.
PREPARE
Hopefully, you have been keeping track of your difficult patients past grievances.
PREVENT
Now that the patient has arrived in your office, it is time to prevent any meltdowns. Greet the patient with a warm welcome and let them know you are glad they are there.
PARTY
As soon as your difficult patient leaves, celebrate! You survived! And a quick celebration helps you and your team shake off the grumpiness your patient left with you.
Why is anxiety important for dental assistants?
Anxiety—about pain, esthetics, and costs—can heighten the emotional response and produce the “difficult” patient —the “1% of patients who cause 99% of the problems.”. When faced with patients who are unreasonable, aggressive, and demanding, dental assistants must draw upon their experience, empathy, and professional communication skills.
How to work with dominant personalities?
To work effectively with dominant personalities, says Jameson, respect their time, their logical perspective, and their fear of being taken advantage of. Be brief and to the point, keeping socializing to a minimum, and responding to their questions with to-the-point answers, emphasizing efficiency and savings.
What is the treatment for photophobic patients?
For photophobic patients, there are headlamps that generate a tiny beam of light, in addition to having them wear black sunglasses. Those who are tactile-sensitive are given oral sedation to relax them and nitrous oxide to make them more comfortable and amnesic.
What does Gupta say about smile?
Gupta says patients should be informed at the very outset what can and cannot be done to restore their smile and function. “I provide a clear explanation of what is and isn’t achievable. I assure the patient again and again that we will do our best, while reminding him or her of the achievable goals. The strategy I use in these cases is underpromising and overdelivering,” she says.
Is dentistry difficult?
Bruce Peltier, PhD, MBA, professor of psychology and ethics at the University of the Pacific School of Dentistry in San Francisco, contends that dentistry is difficult for all involved, and prefers to focus not on difficult patients but difficult situations. “Dentistry is a challenging profession, and the work can be difficult for dentists. It is also difficult for patients—many of whom are fearful—because it can be uncomfortable or painful, as well as expensive and time-consuming,” he explains. Some of the people dentists call “difficult,” he says, are not difficult in other areas of life—only when they go to the dentist. However, he does recognize that there are patients with issues—self-centered narcissists, impossible-to-please fanatics about esthetics, and those who view themselves as victims—who can send the dental team running for cover.
What to do if a patient's behaviour is compromising their dental health?
If you are concerned that a patient’s behaviour is compromising their dental health or jeopardising the chances of a positive treatment outcome, discuss this directly with them or, in the case of younger child patients, their parent if it is appropriate to do so. It may be that they are struggling to follow your advice or they have become disillusioned so be prepared to reassess your plan together to ensure it meets their best interests. If you believe their expectations are unrealistic, it would be better to address this sooner rather than later. But if removal is the only realistic option, you must:
How to deal with an aggressive person?
Dealing with an aggressive person takes care, judgement and self-control. Try to remain calm, listen to what the person is saying and ask open-ended questions. Reassure them and acknowledge their grievances. If someone is physically violent, leave the room and call for help. Training staff in conflict resolution and dealing with aggressive behaviour is advisable. NHS Protect offers online and in-house courses.
What is Leo Briggs' advice?
Leo Briggs offers some advice on how to manage challenging behaviour. Every orthodontist relishes a clinical challenge, but challenging behaviour by patients or their relatives can be time consuming to deal with and in extreme cases, even threatening. Examples include:
Can orthodontics test goodwill?
In every orthodontic practice there are a small number of patients or their relatives whose behaviour can test your reserves of goodwill. But while it might be tempting to tell these individuals that you will no longer provide treatment, doing so can make matters worse.
Types of difficulty
Problematic situations with patients in your practice can present from a range of feelings and emotions, which may be heightened in the moment.
Reasons for difficult behaviour
There are many reasons why difficult behaviour could occur in a dental practice.
Take a step back
Different reasons for patient upset require different approaches to diffuse the problem. For example, if the anger stems from them feeling frightened, then they may simply need a sympathetic ear, a glass of water and calm space to feel safe in.
Reporting
Document all complaints in your complaints folder and follow up according to your complaints procedure.
The effect on the practice
The key to resolving these situations is communication and being open, honest, empathetic and asking intelligent questions. The right level of training can help all members of staff to deal with such circumstances should they arise.
How we can help
Here at Agilio we can help you with online learning for the whole dental team, with our Ilearn CPD.
What is special needs dentistry?
♦ Special needs — Special-needs patients include any mental or physical condition that might pose a challenge when providing dental care. Dr. Harvey Levy is a dentist and a trainer for special needs patients.
How to reduce anxiety in a patient?
Proactively provide clear communication that reduces confusion and promotes understanding. Resist the temptation to use technical jargon that leaves patients baffled. Reduce/remove any causes of patient anxiety. These can include wait times, discomfort, confusion, frustration, and anticipation. Smile.
