Patient Education and Communication: Fostering an Open, Judgement-Free Environment

By Dr. May Chan

As a dentist, one of the most important aspects of my job is properly educating patients and facilitating open communication. There is often a significant gap between what dental professionals know and understand, and what patients know about oral health. We dentists can sometimes live in our own little bubble of dental knowledge, forgetting that the intricacies of dentistry are not common knowledge to the general public.

Even within the dental profession, there are many different schools of thought and philosophies. Some dentists take an extremely conservative approach, only recommending treatment when absolutely necessary. Others are more gung-ho about recommending comprehensive treatment plans to rehabilitate the entire mouth. 

With so much variance between different practitioners, it’s no wonder patients can become confused and overwhelmed when getting conflicting advice and treatment recommendations.

This is precisely why proper patient education and facilitating open communication is vital.

Avoid Being Dismissive of “Dr Google”

We must strive to educate patients clearly and comprehensively, without resorting to off-putting jargon or arrogant posturing. Ultimately, my goal is to make sure patients never feel judged, dismissed or pigeonholed into a certain treatment. 

While I am cautious about my patients relying solely on “Dr. Google,” I refrain from disregarding their research efforts outright. Instead, it’s our responsibility to discern their understanding of a treatment before guiding them towards scientifically and medically sound options.

My philosophy is to inform patients about their specific condition, lay out all of the different treatment options, and explain the pros, cons, risks and costs associated with each option. 

Moreover, and this is central to my philosophy on Patient Education, I am very careful not to impose my own beliefs or values onto the patient. I see my role as an impartial educator – to empower the patient with information so they can make a truly informed decision that aligns with their goals, budget and values.

Heart of the Matter

I always strive to get to the root of what the patient wants to achieve, what their concerns are, and what any potential barriers may be. If their primary desire is simply to have a whiter, brighter smile, there are multiple ways to get there – from over-the-counter whitening products all the way up to veneers or crowns. As long as I explain all of the patient’s options, they can choose the path that makes the most sense for their situation.

Another common scenario is this: Patients removing their back teeth simply because they are hidden from sight, sometimes without considering other options. Dentists must improve communication to ensure patients understand the consequences of tooth loss and available alternatives, such as bridges or implants. This empowers patients to make informed decisions about their dental care, ultimately leading to better outcomes.

Seeing Is Believing: How Technology Helps

Technology significantly enhances patient education in our practice. We’ve long utilised digital photography to explain dental conditions visually. Every new patient undergoes photography to illustrate their dental situation. Additionally, we employ advanced scanners like intraoral scanners and Cone Beam Computed Tomography (CBCT) X-ray equipment, providing 3D scans to detect issues such as decay and occlusion. We’ve found that when patients can visually comprehend their dental issues and treatment plans, it greatly improves their understanding and engagement in their dental care.

The Internet is yet another valuable communication tool that warrants our appreciation. We’ve discovered the power of presenting our past treatment successes through an online “Gallery of Smiles” page. This simple yet effective approach has proven to be a significant draw for our business. As the adage goes, a picture speaks a thousand words. These visuals allow us to showcase our clinical expertise in ways that verbal communication often cannot adequately capture.

Rather than resorting to gimmicky smile simulation tactics, we prioritise letting our past work and customer testimonials speak for themselves. Our focus is on offering solutions to patients unhappy with their smiles, rather than upselling unnecessary treatments.

Welcome to Our Judgement-Free Zone

As far as Patient Education is concerned, I aim to create an open, judgment-free environment where patients feel empowered to make decisions aligning with their own desires and values. Effective patient education and communication is truly the heart of providing quality, patient-centred dental care. By bridging the knowledge gap, we can ensure patients receive the treatment that is right for them as an individual.