The Dentist-Patient Relationship II
Dr. Teeth 24 March, 2008
(4) Comment 13. How can the dentist help the patient to relate more information or to talk about a certain issue in greater depth?
A communication technique called facilitation by reflection is helpful. One simply repeats the last word or phrase that was spoken in a questioning tone of voice. Thus when a patient says, “I am petrified of dentists,” the dentist responds,
“Petrified of dentists?” The patient usually elaborates. The goal is to go from generalization to the specific fear to the origin of the fear. The process is therapeutic and allows fears to be reduced or diminished as patients gain insight into their feelings.
14. How should one construct suggestions that help patients to alter their behavior or that influence the outcome of a command?
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The Dentist-Patient Relationship
Dr. Teeth 24 March, 2008
(2) Comment After you seat the patient, a 42-year-old woman, she turns to you and says glibly, “Doctor, I don’t like dentists.” How should you respond?
Tip: The patient presents with a gross generalization. Distortions and deletions of information need to be explored. Not liking you, the dentist, whom she has never met before, is not a clear representation of what she is trying to say. Start the interview with questioning surprise in your voice as you cause her to reflect by repeating her phrasing, “You don’t like dentists?,” with the expectation that she will elaborate. Probably she has had a bad experience, and by proceeding from the generalization to the specific, communication will advance. It is important to do active listening and to allow the patient who is somewhat belligerent to ventilate her thoughts and feelings. You thereby show that you are different perhaps from a previous dentist who may not have developed listening skills and left the patient with a negative view of all dentists. The goals are to enhance communication, to develop trust and rap port, and to start a new chapter in the patient’s dental experience.
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