Helping patients make a change
How do you help educate and empower patients to improve oral hygiene? Start by recognizing and respecting the unique circumstances that can not only impact patients’ oral health, but also their drive for change. When you understand their perspective, you can help guide them to a better path. Dentists and orthodontists both have a tendency to tell the patient to “brush better,” but this doesn’t convey
why the patient should care or
how they can overcome their specific challenges. Plus, it puts all the burden on the patient – which can be daunting and actually
discourage compliance. So how do you get patients to change? It starts with effective, open communication:
Provide a safe environment for the patient to share: For many patients, visits to the dentist’s office can cause anxiety – but there are ways to build trust and help them feel safe and comfortable during their appointments. Make sure that your entire team is on the same page in helping your patients feel welcome and supported every step of the way.
Practice active listening: The more patients feel heard, the more willing they’ll be to open up and share. Stay engaged in the conversation, pay attention, and
show that you’re listening with open body language, eye contact and verbal and nonverbal feedback. It’s important to note that patients don’t just communicate with words, but also with body language and tone. Watch for signs of anxiety like fidgeting or speaking rapidly, so you can help relieve or reassure them.
Use accessible, respectful language and tone: Patients don’t want to feel judged, patronized, or scolded for their habits. They want to know you’re there to work
with them for their health. Engage with patients as an equal partner by having a conversation rather than giving a lecture. Make sure to use language and vocabulary that the patient can understand and verify patient understanding when discussing complex concepts or treatments. Above all, don’t frighten patients. While there are consequences to poor oral health, going into long-term health effects can be especially scary for teens and might make them shy away from orthodontic treatment altogether. Approach these topics carefully, and lead with the positive – a healthy, beautiful smile.
Use open ended questions: Open-ended questions allow you to explore what the patient already knows and helps them reflect on the possibility for and value of change – before you even offer treatment options. Instead of lecturing, ask questions and invite collaboration: “Tell me more about how you take care of your teeth. If you could change one thing, what would it be?” The focus is on figuring out together what will work for the patient as an individual. Repeating or rephrasing can help you and your patient get on the same page. For example, “What I’m hearing is…,” “You’d like to… is that right?”, or “So what you’re experiencing is…” This both demonstrates that you’re listening and helps you get to the heart of the issue. From there, you can offer advice or recommendations from a collaborative, informed position that doesn’t feel judgmental or unsolicited.
Identify the patient’s readiness to change: Through the questions you ask, you can gauge where the patient is in terms of change. Some patients will be ready to follow your advice, while others may resist it or doubt their ability to change. Some may not recognize the value in modifying their habits at all. If you can find where they are on this spectrum, you can better address their situation.
Enable the patient to create their own goals: Rather than overwhelming your patients with a laundry list of behaviors to change, work
together with them to select one or two behaviors to focus on first. Help them set measurable, achievable goals between appointments – and make sure to celebrate small successes, even if the patient has trouble achieving them. And the more successes they have under their belt, the more confident they’ll be working toward additional goals.
Get them involved and active in their own care: Give your patients tools to help them review skills (such as how-to videos or pamphlets) and track their experience and progress (such as with intraoral photos, calendars or worksheets). This can help them pinpoint specific behaviors, actively
see change and motivate them to continue improving. Keep in mind that open communication takes practice – and it isn’t the same for every patient. Regardless of your mastery, taking a
CE course designed to help you develop and improve your communication skill could help improve patient acceptance, loyalty and confidence.