Communication is the Key to Good Oral Health

Communication is Key

My staff and I are consistently involved in pursuing continued education and up-to-the minute training on all of the advanced technology that we use at our dental office.  We strive to make sure that we are practicing dentistry in a manner that represents best practices for the top-rated dental groups in the country.  But no matter how technically excellent each of us may be, if we don’t have a deep and trusting relationship with our patients and their families, we have nothing.  Because no matter how aesthetically pleasing, or technologically cutting edge a dental or medical practice may be, the main reason a patient chooses to make it their dental or medical home is much more personal. It is because they truly like, trust, and know, that their doctor and his staff care for them as unique individuals, and always have their best interests in mind. But it goes one important step further.

Effective communication – active listening and learning

No matter how well-trained, the most important skill that I believe any dental professional should possess is the art of truly listening and expressing themselves in a clear and compassionate manner to our patients.  Because at the end of the day, we are here to give you exactly what you want in terms of your dental health, and if we don’t ask the right questions, and listen intently to your response, no real connection is made.  And those connections are what build the long-term relationships that we are honored to share with so many of our patients and their families.  That’s why I spend the first thirty minutes of a new patient’s first visit in a private consultation room, asking questions about their dental history, expectations for care and objectives for their oral health now and in the future. At every step of the visit, the quality of the communication is what makes the appointment a positive one that builds upon the relationship we enjoy with our patients. 

Good communicators can be taught to be great communicators

That’s why one facet of our staff’s ongoing training is communication.  It might sound silly to train people to communicate. That’s just part of our daily activities. But in reality, how many of us really listen to our spouses, children, parents, or friends?  So often we are focused on what we want to say or do next that we don’t really listen to what they are telling us, or respond in a way that is helpful.  That’s why we bring in consultants, go to classes and read as much as we can to ensure that we are using excellent communication skills - always listening carefully to our patients, and taking the time to ensure that they understand what we are sharing with them. If our patients don’t understand why we are recommending certain procedures or treatment plans, and we don’t listen to their concerns, we will damage our relationship. That’s the last thing we would ever want to happen. So it is very important to all of us, that our patients feel comfortable telling us what’s going on with their oral health, and any other information that will help us provide the very best dental care. It’s a two-way street and we’re committed to keeping the green light on!

I recently had the honor of attending the 40th anniversary celebration for the Center for Creative Leadership in Greensboro, and met best-selling author and executive coach, Marshall Goldsmith.