Communication Considerations and Tools for Success: Balancing the Art, Science, and Business of Dentistry
By Jeffrey C. Hoos, DMD, FAGD
As appeared in
Dental COLLABORATIONS
Delivery of successful restorations is dependent upon using effective communication strategies, tools, and technologies during the preoperative, operative, and laboratory fabrication stages. The balance of art, science, and business embodied by good communication produces the highest quality dentistry available. The following strategy represents a model that may he followed to provide effective team communication that results in quality patient care.
FIGURE 1. THE MODEL FOR SATISFIED PATIENTS. The ideal paradigm for communication in dentistry would resemble an equilateral triangle with the patient represented by the pinnacle and the dentist and laboratory specialists anchoring the corners. The specialists, staff, and technology would form two supporting triangles. All the elements of the triangles interact and flow together to support the most important part: the patient.
FIGURE 2. DESCRIBING THE BENEFITS OF TREATMENT. Taking the time to describe the benefits of possible treatment methods in personal terms is a more effective form of persuasion than merely describing available dental techniques and materials (Table). X-rays and models are necessary diagnostic and treatment-planning tools that can also assist in refining the patient's expectations.
FIGURE 3. THE "YES" ANSWER. When a patient asks a question, the answer is almost always "yes," followed by an explanation of the risks and consequences associated with the chosen method of treatment. This patient wanted a brighter smile, and asked whether a bleaching treatment was available for her front teeth. The answer was "Yes, but bleaching will not change the color of teeth that were previously restored with a bridge."
FIGURE 4. UTILIZING PROPER COMMUNICATION TOOLS. Visualization is a powerful means of refining information related to the patient's needs, desires, and expectations. Once a treatment method has been decided upon, imaging software (eg, DentaGraphics, Toronto, Ontario) may be utilized to more effectively convey information that is essential to the patient's understanding of the outcome of the procedure and decision to proceed with treatment.
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