Patient Management

CLIENT-CENTERED THERAPY

Dr. Rogers, humanistic psychologist

 It is the client, problems, experiences

Accepting the patient as a genuine person

Must be treated with

“Unconditional positive regard”

Patients know how they feel ,what they want, and
their priorities

The dentist and staff listen to the patient

Respect patients as human beings and not just as
numbers, case studies, or research projects

Caring attitude should be a requisite for all

healthcare providers
BARRIERS TO PATIENT COMMUNICATION

A. COMMON OBSTACLES
 1.Prejudging a Patient

The dentist may

hesitate to present an
extensive treatment
The patient is never
told about alternative
forms of treatment
 Person with a disability
Patient with a spouse

It is important to treat people with disabilities as with

any other patients
2. Hearing not Listening
✓Listen to a patient
with understanding

✓Listen to the meaning

of the words and the
feeling behind the
meaning

✓Continue the
dialogue until the
patient’s true feelings
are discerned
 3. Preoccupation

This often happens in an office that is

understaffed
Patients are recognize such preoccupation

The problem may not be realized, and the

patient’s concern may simply be ignored
Dentist may inadvertently become impatient with
a chatty young child or an older person who is slow
The dental professional must be willing to
evaluate his own behavior

The staff member must be willing to listen and

understand the patient’s problem before offering
a solution
B. RECOGNIZING NONVERBAL CUES
Provides feedback regarding the patient’s
true reactions

Care should be taken to not be misled by one

gesture
Nervousness
Defensiveness
Touching

Caring

Concern

Reassurance
Openness
Embarrassment
 IMPROVING VERBAL IMAGES

BE POSITIVE IN RESPONSES TO PATIENTS

IMPROVING VERBAL IMAGES
 THE PATIENT
Dentistry is first a healthcare profession

The Patient

Dental Professionals
 PATIENT RIGHTS

Document natural patients‘ rights

Care has become so impersonal

Confirmation of a patient’s inherent rights rather

than the result of a lack of consideration

Dental healthcare team cannot afford to neglect

patient rights
Take time to recognize the patient as a
person

Consider the list of rights as rights of the

patient
 Patient Rights
✓ Care, Evaluation

✓ Discrimination

✓ Informed

✓ Review

✓ Partner in care and decision making

✓ Refuse treatment, and be informed about

consequences
 Patient
✓ Rights
Expecting that all records kept Confidential

✓ Third-party Payment plans

✓ Referrals for consultation, for the patient’s safety

✓ Taught how to maintain good oral health for a

lifetime

✓ Receiving treatment, Expecting continuity of

treatment
 Patient Rights

✓ Charged a fair and equitable fee

✓ Treated by a staff of professionals

 MANAGING THE PATIENT’S
SPECIAL NEEDS

Make referrals for the patient’s safety

 RECOGNIZING ABUSE
i. The forensic dentist, a postmortem
case

ii. A dentist may treat victims of abuse

in the office
 Examine

Ask

Document

Report
Failure to report suspected abuse is a
misdemeanor
 DIFFICULT OR
CHALLENGING PATIENTS
Fear of treatment, wait for a time, ….

Communicate with patient, determine the

problem, resolve the issue
Choose a good time to discuss the
complaint

Listen

Convey empathy

About service of staff; listen, explain,

apologize

Do not become defensive

Thank the patient for expressing
feelings

Move on with treatment

Document the resolution, signature

 Monetary Policy

Inform before perform

A healthprofessional has an obligation
to allay fears and comfort patients