COMMUNICATION IS EVERYTHING – PART 2

Last week I discussed the importance of communication in any relationship; specifically, the healthcare provider/patient relationship. Trust is mutually built as this relationship develops over time.

“There’s not enough time in the day.” Have you ever used this excuse? I said it yesterday to someone. We all tend to waste a lot of time, or at least don’t use the time we have as effectively as we could. You would think that in our technology-filled world, time management would be easier. I think that some of this technology gets in the way by adding even more of a time commitment to things that reduce interpersonal communication.

Here’s an example. It’s time to buy a new car. There are many different car brands, and within those brands are many models. No matter what dealership you go to, they will gather a minute amount of information about you, or maybe none at all, but guaranteed, they have a car on their showroom floor that they tell you is the right car for you. They will spend a countless amount of time talking about the many new features that their brand has, and the options between different models. If the salesman worked for a different car company, or if you went to a different dealership, you would hear the same reasons why that brand is right for you. Their goal is to sell you a car.

Dental offices can be like that too. If the dentist spent all their time talking about the array of technological gadgets and how they were right for you, how would you feel? You would feel like you were trying to be “sold” something. Having said that, there are many great technological gadgets that improve the whole experience of patient care out there. There are also many ways to do most things, but technology is not the solution; it is simply a tool used in patient care.

Branding draws us in. You may have a preconceived notion that a particular make of car is what you “need”, or see a dental advertisement that attracts your attention, such as “invisible” braces. However, there are many different brands of cars and dental aligners that would satisfy your needs.

Whether it is a car or teeth, there are often gaps between the “seller” and the “buyer”. There is a gap between what we really need and what we think we need. There is another gap between what the dentist or salesman thinks we need, and what we think we need. And, more specifically, there is often a serious gap between the value most dentists have, and the value they feel they can discuss with patients. Sometimes we feel we don’t have the time to discuss these things, and other times we are afraid we will scare you away.

Dental care is such an important part of overall wellness. Remember, just because it doesn’t hurt does NOT necessarily mean everything is okay. Collaboration with a dental team who puts the patient’s best interests first is key to good dental care.

Dentists and dental team members need to communicate facts and truths. They need to convey expertise and enthusiasm. This goes back to the idea of time I have mentioned so often in the past. Dentists and dental teams need to spend time with patients, be involved with co-diagnosing issues with patients, not hard-selling with little information. This creates a caring environment where the patient can be involved in the process of choosing the level of care that is right for them.

Dr. St. Clair maintains a private dental practice in Rowley and Newburyport dedicated to health-centered family dentistry. If there are certain topics you would like to see written about or questions you have please email them to him at jpstclair@stclairdmd.com. You can view all previously written columns at www.jpeterstclairdentistry.com/blog.