Patient feedback helps dentists to improve the doctor-patient relationship by examining
what works. When patients trust their physician, they are more likely to adhere
to treatment plans and follow advice. Effective listening and inquiry will help
you uncover patients' real needs and goals --- help to create the foundation for
a stronger long-term physician-patient relationship.
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Establish a sense of trust : This is a crucial first step in
any patient encounter. This calls for the dentist to be perceptive listeners and
careful observers of small details.
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Uncover patients' actual needs : The most critical skill in uncovering
the needs of a client or patient is the skill of inquiry. Central to good dialogue,
inquiry involves asking questions with a spirit of curiosity and with a goal of
trying to understand.
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Think dialogue, not monologue : Do not dominate the interaction,
patients dislike us when we do this. The days of patients accepting prescriptive
and paternalistic advice from their physician are nearing their end. Ask questions,
explore values and make a connection with every patient. Find out how their problems
affect their day-to-day lives.
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Don't force “the close” : You can't get patients to “sign on
the dotted line” before they are ready. If you push it too soon, you'll instill
a sense of mistrust and even anger.
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Always follow up : If you don't have time to follow up yourself,
have your staff call patients after their visits to ask how things are going, whether
they would like to make another appointment to see you. Patients appreciate the
concern.
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Happier, healthier patients : Developing strong patient relationships
with high levels of satisfaction is challenging, but it is a realistic goal. These
lessons can lead to a greater understanding of patients' needs and increased levels
of compliance. The trust that evolves will create a foundation we can build on for
years to come.
