We spend years obtaining our undergraduate education, followed by four fantastic years of dental school, potentially more years in residency homing in on a specialty skill set, and many more hours of continuing education to be able to provide patients with the highest standard of care. After an abundance of years and thousands of hours stuffing our noggin with clinical research and the latest advances in technology, many dentists find themselves ready to talk about all the information they have acquired. However, in an ironic twist, the number one thing I have learned in my years in practice is patients just want you to LISTEN.
In our current age of dentistry (and society) everyone feels pressure to “get it done quickly”. Driving on any of our Dallas interstates reflects this collective mentality very clearly. The emphasis on volume of patients and herding people through like cattle will surely be the downfall of many offices. When patients come to me from a previous provider, their woes typically involve that the dentist would not listen to their concerns or complaints. Our loupe magnification has us fixated on millimeters of tooth structure throughout the day, but we cannot forget these teeth are connected to a body. Taking the time to sit back and hear out your patient will be your greatest asset.
Patient autonomy is a key component of the ADA code of ethics. While arming patients with knowledge and helping them make an educated decision is a huge element of our responsibilities, listening and acknowledging their limitations is a key part in developing a treatment plan. Financial limitations and dental anxiety are common barriers that keep many individuals from accepting treatment. Pausing the mental hamster wheel of identifying decay and misaligned teeth can lend us time to get to know the patient, their history, and their priorities. This also aids in gaining patient trust and potentially calming the nervous patient.
Next time you speak with someone, see how long it takes before you are interrupted. Few people can endure two minutes of listening without interrupting. Oftentimes, they want to tell you similar experiences or feelings, or to disagree with you, or to change the subject. Many dentists think the way to impress patients is to talk, talk, talk about their thoughts and opinions. Instead, listen, ask questions based upon what the patient has said, and be attentive to the patient and what he or she says. Good listening skills translate to being open-minded, sensitive, empathetic, and able to concentrate without distractions or interruptions.