Principles -- Communicate effectively with patients
Principles -- Communicate effectively with patients
Patient expectations
To receive full, clear and accurate information that they can understand, before,
during and after treatment, so that they can make informed decisions in partnership
with the people providing their care.
A clear explanation of the treatment, possible outcomes and what they can expect.
To know how much their treatment will cost before it starts, and to be told about
any changes.
Communication that they can understand.
To know the names of those providing their care.
Standard
You must:
Communicate effectively with patients – listen to them, give them time to consider
information and take their individual views and communication needs into account.
Recognise and promote patients’ rights to and responsibilities for making decisions
about their health priorities and care.
Give patients the information they need, in a way they can understand, so that they
can make informed decisions.
You must communicate effectively with patients – listen to them, give them time
to consider information and take their individual views and communication needs
into account.
You must treat patients as individuals. You should take their specific communication
needs and preferences into account where possible and respect any cultural values
and differences.
You must be sufficiently fluent in written and spoken English to communicate effectively
with patients, their relatives, the dental team and other healthcare professionals.
You must give patients the information they need, in a way they can understand,
so that they can make informed decisions.
You should introduce yourself to patients and explain your role so that they know
how you will be involved in their care.
Other members of your team may have valuable knowledge about the patients’ backgrounds
or concerns so you should involve them (and the patients’ carers if relevant) in
discussion with patients where appropriate.
You should recognise patients’ communication difficulties and try to meet the patients’
particular communication needs by, for example:
not using professional jargon and acronyms;
using an interpreter for patients whose language is not known to the dentist;
suggesting that patients bring someone with them who can use sign language; and
providing an induction loop to help patients who wear hearing aids.
You should satisfy yourself that patients have understood the information you have
given them, for example by asking questions and summarizing the main points of your
discussion.
You should make sure that patients have enough information and enough time to ask
questions and make a decision.
You must give patients a written treatment plan, or plans, before their treatment
starts and you should retain a copy in their notes. You should also ask patients
to sign the treatment plan.
Whenever you provide a treatment plan you must include:
the proposed treatment;
a realistic indication of the cost
You should keep the treatment plan and estimated costs under review during treatment.
You must inform your patients immediately if the treatment plan changes and provide
them with an updated version in writing.
You must provide patients with clear information about your arrangements for emergency
care including the out of hours arrangements.
You should make sure patients have the details they need to allow them to contact
you by their preferred method.
You should provide patients with clear information about any referral arrangements
related to their treatment.
You must make sure that a simple price list is clearly displayed in your reception
or waiting area. This should include a list of basic items including a consultation,
a single-surface lining, an extraction, radiographs (bitewing or pan-oral) and treatment
provided by the hygienist. For items which may vary in cost, a ‘from - to’ price
range can be shown.
You must give clear information on prices in your practice literature - patients
should not have to ask for this information.
You should tell your patients whether treatment is guaranteed, under what circumstances
and for how long.
You should make clear any circumstances under which treatment is not guaranteed
(for example, a lack of care on their part which leads to recurring problems).
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