Dentaltown September 2016 - 89

hygiene feature when we probed. Because of the hemo, we're recommending laser therapy and irrigation today. Her periodontal probing remained within normal limits. On #3, under the amalgam, I noticed a little brown spot. Suzie says she notices that this tooth sometimes hurts and also gets a little food stuck in it now and then. We took an intraoral photo." (Photo is displayed largely in view of the doctor and patient.) Doctor: "Great. Suzie, do you mind if I take a look?" Suzie: "Of course not." (The doctor lays Suzie back and performs exam.) Doctor: "Emily, I see what you're saying-#3 has a little carious lesion." (The doctor sits Suzie up and gets to proper conversation position with mask and glasses off.) Doctor: "Well, Suzie, it looks like I'm going to have to give you a crown on #3. Do you want a crown or a filling? We could try a filling or a crown and see how it goes?" Suzie: "I'm not sure." Doctor: "Let's try a crown." I walk Suzie to the consulting room where our office coordinator waits. Me: "Hello! The doctor wants a crown for Suzie. I think she really needs it." Later, Suzie opts to wait and tells the front office it's really not hurting. Language killed this handoff. Dentists and hygienists routinely use jargon, but this insider language confuses patients and can make them feel as if they're out of the loop about their own health. Nobody outside of medical or dental is calling blood "hemo" or calling a cavity "a carious lesion." When talking with patients, speak in terms they'll understand, using their language. Next, using minimizing language can leave a patient unsure of what's really happening in the mouth. For example, avoid using terms such as "a little carious lesion," "some plaque," or "a few areas." Often we aren't talking about a little, few or some. We're minimizing what's happening to make the patient feel comfortable, but really we aren't telling her the true nature of her clinical condition. This leads to declined treatment plans and patients who remain unhealthy. In my experience, being specific, honest and direct works. Instead of saying, "I'm noticing a little bleeding" or "a few bleeding spots," we could instead say, "As we discussed, bleeding is a symptom of a bacterial infection. I'm noticing bleeding on every back tooth." This is specific, honest and direct. Another way to minimize the importance of a treatment plan is to ask the patient if she wants the treatment. I worked for a wonderful doctor who did this from time to time and I can assure you that the answer to, "Do you want a crown?" is invariably "No." Nobody wants a filling, crown or periodontal therapy. It's a need, not a want. Also, patients aren't clinicians; they depend on the dentist's expertise to understand what they need. Finally, speaking in a first-person tense should be avoided. For example, "I think you have a cavity" or, "I believe this is periodontal disease" should not be used. Take the "me" and "I" out of the situation. This isn't about me (the dentist or hygienist)-this is about you, the patient. This isn't about me wanting or having to give you a crown-this is about you needing a crown. Using the first person in a handoff, or clinical setting in general, sends the patient the wrong message. The patient handoff is a critical component in reaching our ultimate goal of giving patients healthy mouths. I hope these real-life examples of positioning, allocating sufficient time and using correct language help you and your office in your quest for compliant, healthy patients. If handoffs are new to you, start by just practicing through role-playing. Keep assessing the process and ultimately you'll grow your practice and keep happy, healthy patients. ■ FREE FACTS, circle 30 on card dentaltown.com \\ SEPTEMBER 2016 89 http://www.dentaltown.com

Table of Contents for the Digital Edition of Dentaltown September 2016