We can search through Dictionaries, the Internet, a Thesaurus, classical, modern or ancient, but to me communication is the first interaction by sight, sound, and perception between two people. This should make communication the most important part of our lives as practicing professionals or otherwise.

WHAT IS COMMUNICATION

I hope that the above is sufficient to describe what communication is. It is now essential that these faculties must be used to develop the relationship between Patient and Team in order to provide Dental Care.

WHY IS IT IMPORTANT?

The potential patient makes contact, hopefully for the purpose of seeking advice, treatment, care, and opinion. In order to do this, there has to be some way of attracting that person. How can the prospective be changed to an active patient. The Team must interact fully and productively to achieve this. Consider the Patient’s Journey at all its stages.

WHO IS INVOLVED. THE PATIENT & THE TEAM

The Patient, having made the decision to contact the practice through referral, advertising, IT and social media platforms, you need to be able to correspond correctly and efficiently through the required medium. The telephone particularly in an emergency would be a good choice. When person-to-person contact is made this event is important.

No, it is Critical

If the team is not together, following the Mission Statement of the practice, understanding each other, being respectful of each other, knowing what communication is, and in which way these disciplines need to be used at different times, then nothing is going to be achieved, to help the Patient through their Journey. Build the Team, look after each other, cherish the Team, let each other know what is happening. Now you can deal with the Patients needs confidently. Get to know each other

MESSAGING

What is the use of having poor directions given about where and how to get to the practice, or when arriving at that location there is no obvious signage, or welcoming environment? What emotions will the Patient have before even getting to Reception. Communication has been poor already. I find it particularly interesting now with the significant changes in the protocols regarding Covid-19, with patients having to understand these changes, that they are very appreciative of the communications necessary. This did not always apply in the past, where the Telephone Triage was not the norm, nor was it used either before or after appointments on a regular basis. One benefit from Covid-19. How important is the telephone? How important is relevant and clear communication.

HOW TO COMMUNICATE

Voice, Body Language, Eyes, Listening and Asking, Printed and Written Word.

There may be other ways, but if these ones are used clearly, sympathetically appropriately, respectfully, then it is reasonable that there will be understanding between those communicating, resulting in an appropriate response and a clear record (contemporaneous notes) of that interaction. Successful Communication.

LANGUAGE & BODY LANGUAGE & EYES

First contact is often non-verbal so it is important that your body language particularly your face is welcoming and engaging. How do you like to be greeted or spoken to? There is a difference between speaking with, and speaking to, somebody. The need to be careful that you are not appearing disinterested, speaking quickly or being aggressive in any way. People will often regard us as someone who will cause them pain and charge them for it. If at this stage, at Reception, what chance do you have of successfully providing appropriate dental care if your messages are poor, incomplete or incomprehensible. A potential patient is now lost.

When speaking with somebody, it is important that you are not speaking down to them either by tone of voice or physically, (except at times with the patient under treatment). Are you speaking slowly, clearly, empathetically, using your eyes and other body language to emphasise that you want to speak with them.

This last point is important for those wearing PPE. Eyes and body language. At chairside, communication must be maintained with voice, sign, eye or touch. This last way may not be appropriate in certain social or racial situations. A reassuring hand on the shoulder, or the nurse holding the patient’s hand are two ways, provided that the patient has been advised of these possibilities. Inappropriate contact must never happen.

THE INTERRUPTING PHONE

Greet the person you are about to speak with either directly or on the phone using their name and introduce yourself. It is not possible, nor correct nor wise to break off from a conversation with somebody in front of you to take a phone call. People on the phone understand that they may not get through, but with messaging you can make contact at a later time.

Where possible, do not interrupt an existing conversation between two people. If this is because of an emergency, then some form of body language must exist between members of the team to warn them of a problem.

WRITTEN & ELECTRONIC

The written or electronically transmitted way of communication require confirmation that the recipient has received your correspondence. By hand is the only sure way that the patient, potential or otherwise has received that communication. The issue of Informed Consent and agreement thereof is probably the most important communication that is made with the patient. Too often this a cause of conflict and emergencies.

INFORMATION

There is a necessity to exhibit information so that it is visible to those who come into the practice and it is wise to draw patients attention to these. The use of electronic recording of patient records by themselves or by one of the team need to be verified and signed off. GDPR issues, communication lapses. Further reasons for misunderstanding, conflict and stress.

LISTENING & ASKING

Listening in silence and with body language, encourage the patient to express themselves and to give a clear indication of their needs, worries, and what they want. A few carefully crafted, simply put questions will then clarify these issues (recorded with contemporaneous notes). The time for you to talk is when the proposed plan of care is ready to present to a patient who will listen in silence(hopefully) and then ask their questions. This is an acquired skill, which if all the Team can learn it, Communication will not be a problem. The result will be a satisfied Patient. Only the treatment to do now.

CONFLICT & EMERGENCIES

Emergencies and Conflict particularly at reception or in the waiting area take precedence and need to be dealt with in the appropriate way as explained in practice protocols. They need to be recorded clearly with the time, event, explanation and resolution. Poor explanations, agreements, records , contemporaneous notes, not recognising mistakes allied with poor personal attitude and expression will lead to conflict and emergencies This particular aspect needs a separate document. Failed communication

WHERE DOES COMMUNICATION HAPPEN AND WHAT ARE THE CONSEQUENCES

Communication between existing and potential patients with the Dental Team occur not only within the confines of the practice but also in the wider community through advertising, social media, and general social interaction.
The consequence of this is that all members of the team need to be aware of the potential to advertise what they do and how to make contact with the practice. This in effect, should lead to the opportunity to improve communication skills and find out those that we are poor at.

The three faculties of sight, sound and perception which we have, are those that we should be more aware of in ourselves with the consequence that we improve our communication skills and techniques.

Angus P Roche PositivePractice.ie

INSPIRED BY LIFE IN DENTISTRY JULY 2020

HIGHLY CONFIDENTIAL PRIVATE AND WITHOUT PREJUDICE