The following are important guidelines when dealing with patients.
- Patients’ needs are NUMBER ONE in importance! You must leave your personal problems and troubles outside the office. Patients come to the office to improve their oral health and to get out of pain. An atmosphere of warmth, cheerfulness, and caring must be conveyed. Indifference to patients’ problems will not contribute to the atmosphere.
- REMEMBER PATIENTS’ NAMES and use them often when talking with the patients. Refer to the patient as “Mr.,” “Mrs.,” “Miss.,” “Ms.,” or “Dr. ,” unless the patient invites you to call him/her by their first name. Do not give patients nicknames or refer to them as “Hun,” “Darlin,” “Sweetie,” or other pet names.
- Your communication with patients must be in keeping with the practice policy and the Doctor’s image. When talking to patients regarding their dental health and progress, be reassuring and tell them they have the very best dentist and they are in good hands.
- Relay both positive and negative comments to the Doctor. This enables him/her to communicate better with patients, answer questions and avoid misunderstandings.
- Encourage patients to follow the Doctor’s instructions and recommendations. Non-treating personnel should never make personal recommendations or a diagnosis concerning patients’ problems, causes and treatment.