Going to the dentist is nerve-wracking for many patients. Learning how to build patient rapport improves patient comfort and builds strong patient relationships. Here are some communication tips that positively resonate with patients.
What Is Rapport?
Rapport is defined as creating a “harmonious relationship”. What that means as a dental assistant, is positively connecting and engaging with your patients. This is achieved through active listening, empathy, and understanding.
As a dental assistant, you’re the first face patients see during their appointment. Even when you’re greeting a long-term patient, the impression you make sets the tone for the appointment. The more comfortable your patients are, the more likely they are to stay up to date with their oral healthcare.
The tips below will help you develop the trust, respect, and sense of safety required to build patient rapport.
#1 Always Introduce Yourself
Even if you remember the patient, and are sure they remember you, introduce yourself. Your introduction should include referring to your patient by their name. You may want to ask what a patient prefers to be called. For example, “Jonathan” may prefer “John” or “Johnny”. Also, consider if it’s appropriate to address some patients as “Mr.” or “Mrs.”. The levels of formality vary by patient and dental practice.
Look for opportunities to use your patient’s name throughout their appointment. This alone can ease anxiety, as it makes patients feel seen.
When calling patients to the treatment room, smile at the patients in the waiting room and say hello if you know their names.
#2 Use Open Body Language
Have you ever heard that body language says more than words? Studies find that 93% of communication is non-verbal. Of this, 55% is body language, 38% is your tone of voice, and 7% is your choice of words.
With this knowledge, you can actively use open body language that translates as warm and knowledgeable.
- Stand up straight and greet each patient with a smile.
- Maintain eye contact when your patient is speaking.
- Show signs of understanding and active listening, such as nodding.
- Walk and move throughout the appointment without rushing.
- Even if you’re running behind, keep your tone positive and joyful.
- Keep your shoulders relaxed and avoid crossing your arms.
- Sit down when talking to patients in the treatment chair.
#3 Encourage Communication
Even though the day is fast-paced, your patients should never feel rushed. Rushing makes patients feel there isn’t time to communicate their questions and concerns. Ask if patients have questions throughout their appointment and use the tips below.
- Ask at least one non-health-related question. Stick to generic topics such as work, kids, hobbies, activities, or things clients mentioned in previous appointments.
- Even if it’s a follow-up appointment, take a few minutes to check in regarding changes in their health and oral health.
- Clearly explain what to expect during their visit, explain procedures as you go, and advise what to expect next.
- When asking questions or sharing post-treatment instructions, use general language. For example, use “cavity” instead of “tooth decay”.
- Always ask if patients have questions and respond promptly to post-visit communication.
#4 Take Personal Follow-Up Notes
Don’t just take dental and health-related notes, take a few personal patient notes. Remembering personal details build patient rapport, but it’s difficult to remember little details about every patient.
Take personal notes that you can review before calling patients to the treatment room. Then follow up during your appointment. This provides you with talking points that can ease anxiety and make patients feel special.
The Importance of Soft Skills Are One of the Skills We Teach at AIDA
Even if you’re a naturally good listener and strong communicator, you must learn how to transform your soft skills for the healthcare industry. The importance of soft skills is something we teach during our 13 Week Hands-On Dental Assisting Training Program. We also provide time to practice building rapport in our live patient clinic.
Reach out to learn more about what makes AIDA’s dental assisting programs unique!