The Health History

Interview and Communication Skills

by Jared I. Fine, DDS, MPH
Karen H. Kopriva, RDH, BS

One of the most critical issues confronting health care practitioners is the ability to effectively communicate with patients. Patient satisfaction with a dental practice is largely dependent on whether a positive relationship with the dental team is experienced, which is directly proportional to the quality of interpersonal interactions. One of the most common complaints raised by dental patients, however, is the practitioners inability to listen carefully, to give clear and understandable responses to questions, and to communicate effectively about the very issues that brought the patient to the practitioner in the first place. Ineffective communication skills are a barrier to empowering patients to achieve and maintain optimal health.

Patients value professional competence, interpersonal caring, and good care in the dental office. However, many people cannot easily differentiate mediocre from impeccable quality of care. Given the vulnerability of dental patients, a significant part of their care is how they experience the dental visit. Elements that build relationships, motivate behavior, and develop trust in the dental setting include:

• The dental provider caring for patients by attending and responding to their concerns and feelings.
• Patients knowing they can make a difference in their own health.
• Patients knowing that what they have accomplished, either great or small, contributes positively in some measure to the process of being healthy.
• Patients feeling they belong to the office, i.e., they are welcome and part of the practice.