Patient Communication
This type of fear is based on a patient’s personal memories and prior unpleasant experiences with dental care.
Objective (learned) fears are from experiences; subjective = acquired. Answer: Objective (learned) fears.
Two-part structure of any message: the short label for the first part and the second part that gives context.
Statement proper and explanation.
Name two common causes of stress in the dental office listed in the material.
Examples: lack of staff, appointment overbooking, multiple simultaneous tasks, lack of good communication, perceived lack of advancement.
When speaking on the phone with a patient, what simple facial action is suggested because it “shows in your voice”?
Smile.
What is the primary goal of a dental practice marketing plan according to the material?
To create a positive image of the practice where patients receive quality treatment in a caring atmosphere (and to enroll new patients).
Name two nonverbal cues dental staff should observe to better interpret a patient’s emotional state.
facial expressions (grimacing), posture (rigid/leaning away), hand wringing, restless movements.
Define socialization in the context of workplace behavior and give one example of how it influences dental office interactions.
Socialization defined as the process by which society influences individuals; example: adopting clinic dress and communication norms.
Provide three lifestyle strategies recommended for reducing occupational stress.
Regular exercise, taking personal time, leaving work at end of day, eating properly, setting realistic expectations.
List four etiquette points to follow while handling telephone calls in a dental office.
Speak clearly and slowly; don’t chew gum/eat/drink; ask and use the caller’s name; allow caller to hang up first; speak directly into phone; avoid pens/pencils in mouth.
Give three examples of internal marketing strategies used to retain existing patients.
Examples: publish a practice newsletter, insert promotional materials into monthly statements, send thank-you gifts to referrals, send birthday/special occasion cards, sponsor events/giveaways.
List three ways staff can meet a patient’s psychological needs to reduce anxiety during a visit.
Examples: create a positive atmosphere, show sincerity, show respect, respect time, remain approachable, explain procedures clearly. (Any three valid items.)
Identify two significant psychologists mentioned in the material and one contribution of each to understanding human behavior.
Sigmund Freud — conscious/unconscious thoughts influence behavior; Erik Erikson — identity shaped by past and heritage
Explain why unresolved conflict tends to escalate and one structured method for resolving coworker conflict in the office.
Escalation occurs because issues fester and emotions build; structured method: facilitated dialogue or a mediated meeting using “I” statements, active listening, and agreed action items.
Outline the proper steps and phrasing to place a caller on hold while ensuring courtesy and consent.
Steps: Ask permission (“May I place you on hold for a moment?”), wait for response, if yes press hold, provide estimated wait or offer to call back; if no, offer alternatives. Phrase: “May I place you on hold for a moment while I check that for you?”
Explain how a practice should set and use a marketing budget (include recommended percentage range).
Use written goals and dates, determine budget, track results. Recommended marketing budget: between 3% and 5% of the previous year’s gross revenues.
Explain the difference between subjective (acquired) fears and objective (learned) fears and give one clinical example of each.
Subjective/acquired: developed from suggestions or attitudes of others (e.g., child hears parents say “dentists hurt” → fear). Objective/learned: from direct unpleasant experience (e.g., prior traumatic extraction).
Describe three behaviors that demonstrate effective teamwork in a dental office.
Behaviors: active listening, clear respectful feedback, sharing information promptly, supporting colleagues, taking responsibility, flexible task-sharing. (Any three.)
Describe how perceived lack of job advancement can contribute to workplace stress and propose two managerial actions to mitigate it.
Perceived lack of advancement reduces motivation; managerial actions: clarify career paths and offer development/training, create transparent promotion criteria.
What specific patient and case information should always be included when writing to an insurance carrier? List at least four items.
Patient identification (name, DOB or ID), case information (procedure codes or description), dates of service, radiographs (noting they are included), provider information, any prior authorization numbers, clinical notes relevant to claim.
List the typical uses of a fax machine in dental practice communications mentioned in the material.
Uses: placing orders with suppliers, relaying/receiving patient information, sending information to insurance companies, communicating with specialists.
A patient is dental-phobic and insists on avoiding local anesthetic despite needing a complex procedure. Outline a stepwise communication approach to obtaining informed consent while addressing the patient’s fear and maintaining ethical care.
acknowledge fear, validate feelings, explain procedure in simple terms, offer pain-control options and alternatives, discuss risks/benefits, invite questions, allow time, document consent; if refusal persists discuss referral/palliative options. (Look for stepwise, patient-centered approach.)
A colleague repeatedly misses deadlines for lab work, causing workflow disruption. Draft a professional, assertive script for a brief conversation to address the issue while preserving the working relationship.
Script should be assertive and nonaccusatory: e.g., “I’ve noticed the lab deadlines have been missed twice this month. I’m concerned because it delays patient care. Can we talk about what’s getting in the way and how I can help so we can meet the timeline?” (Accept responses and propose next steps.)
Compose a concise, professional message template (one paragraph) to leave for a patient who missed an appointment, requesting rescheduling and mentioning potential fees.
Template example: “Hello [Patient Name], this is [Your Name] from [Practice]. We missed you at your appointment on [date]. Please call us at [phone] to reschedule at your earliest convenience. Our policy may include a missed-appointment fee if not rescheduled; we’re happy to help find a convenient time. Thank you.” (Accept variations that are concise and professional.)
Design a measurable two-month marketing mini-campaign aimed at increasing recall appointments: include target audience, two tactics, budget estimate (as a percentage of last year’s gross revenue), and one metric to track success.