Bedside manner has a lot to do with your success as a dentist, from patient relationships to the outcomes of their dental care. Whether you’re still in dental school or have been practicing dentistry for decades, bedside manner is more than just wearing a smile on your face and respectfully greeting patients when entering the room. Having a cold, condescending tone prevents patients from feeling comfortable about opening up to you about their concerns or sharing about what they’re experiencing. Unfortunately, this could compromise their care or could end up causing the patient to search for a friendlier practice. So, today on the blog, find out how dentists can improve their bedside manner.
First impressions mean everything
You’ve probably heard this saying a lot in life, but first impressions matter. Always kindly greet the patient by name, and ensure you pronounce their name correctly. Mind your manners by addressing the patient by their last name (Mr., Mrs., or Miss), unless they request otherwise. Also, be sure to greet others in the room as well. A handshake or high-five (or, in today’s world of COVID, a fist or elbow bump) can go a long way with adults and kids alike.
Take time to sit down and listen
You might be behind schedule, but the patient right in front of you is what matters at that moment. Frankly, they don’t need to know about your busy day. So, avoid using a rushed tone or quickly addressing the patient’s problem and then turning around to leave. Take time to sit down, listen to what your patient shares about their concern, and thoroughly answer their questions using terminology they can relate to or understand. You should sound professional but remember that most of your patients probably don’t have dental backgrounds, so they won’t understand medical jargon. Additionally, actively listen to your patients. Instead of fabricating your next response or sidelining some or all their concerns to address your agenda, listen to what they say, and provide solutions to their oral health problems.
Pay attention to your body language
Body language is just as important as spoken language. If you’re “listening” to your patient with your back turned toward them, or you’re gazing out the window, or worse, at the computer screen, it conveys to them that you’re not listening at all. If you’re genuinely listening and telling your patient that you sympathize with them, then you should be looking at them in the eye, face to face, with a comforting pose, and avoid body language that may convey distrust. We highly recommend sitting down when talking or listening to patients. Standing while your patient sits may make them feel like you’re rushing to conclude the appointment.
Value their time. It’s important too
Time is money. Your time is valuable, but so is your patient’s time. They don’t want to spend an exuberant amount of time at their appointment. Therefore, be respectful and don’t waste their time by making them wait past their scheduled appointment time, if possible. We understand that unexpected circumstances arise, and you may run late between appointments, and patients typically understand that as well. But don’t take advantage of that or make it a habit. Additionally, be sure to apologize and let them know you value their time. Most patients will understand if this happens on occasion.
Validate their concerns
Patients want their concerns to feel validated. Perhaps a patient is fearful of getting a filling, yet you do fillings every day; what’s the big deal? Another patient may be worried about their finances and whether they can afford a pricy treatment, yet you may not relate to their financial woes. But just because you don’t personally relate to their concerns doesn’t mean you can’t validate them. Validation may look like this, “I understand you’re fearful about your procedure today. We’ll walk you through each step so that you know what to expect. How does that sound?” Or “We don’t want you to have to choose between taking care of your teeth or keeping your bills paid. Would you like to speak with our office manager about our flexible payment options?” These are just a couple of examples, and there are many ways to convey these solutions. The idea is to confirm their concern, validate it, and provide an effective solution. And if you’re unsure of the best solution for their concern, simply ask, “what can we do to help?” You may not be able to fulfill their request to a “T,” but at least their suggestion or request will point you in the right direction.
As dental practice consultants, we know what goes on inside dental practices every day. We see you rushing, running behind schedule, and feeling chaotic from time to time. But patients matter most, and strong communication with them is key to providing the best care for your patients. Communication should include active listening, empathetic responses, positive body language, and validation, which helps foster trust between you and your patients.
Bryant Consultants is a family-owned consulting firm that can help dental practices reach their full potential and more! If you would like to learn more or schedule a complimentary one-hour consultation, please get in touch with Bryant Consultants by calling (877) 768-4799. We provide consultation, training, and coaching virtually or in person. To ensure that you receive the latest updates, please follow us on Facebook and Instagram.
