Section II. PATIENT RELATIONSHIP
3-3.
GENERAL
Most people are apprehensive at the thought of visiting the dentist. Many
individuals are fearful of the prospects of dental treatment. Personnel working in a dental
clinic must always be aware of these feelings. Much can be done to relieve fears and gain
the confidence of the patient before and during treatment. The dental specialist must make
every effort to make the patient as comfortable as possible. No two patients respond to
treatment in the same manner. Measures that may put one patient at ease may not work
on another patient. In general, however, a pleasant, dignified atmosphere and courteous,
considerate treatment will minimize the patient's apprehension. The patient's first contact
with clinic personnel is with a dental specialist working as a receptionist or dental assistant.
3-4.
RECEIVING THE PATIENT
a. Delayed Appointments. Having to wait beyond the appointed time is annoying
to most patients. In a busy dental practice, many delays cannot be foreseen, but every
effort must be made to keep them to a minimum. When it becomes apparent that a patient
cannot be seen at the appointed time, he must be courteously informed and the nature of
the delay briefly explained. In any discussion with patients, however, care must be taken
to mention nothing that may embarrass or betray the confidence of another patient. The
patient who must wait may be displeased, but he will appreciate the consideration shown
when informed of the delay.
b. Treatment Room Preparation. Before a patient is escorted into the treatment
room, all evidence of treatment on the previous patient must be removed. The room must
be put in order. The dental chair and its components must be disinfected. Instruments
must be cleaned and placed in sterilizers. Materials and instruments not requiring
sterilization must be put away. Towels, bracket table covers, and headrest covers must be
changed. The next patient's dental health record, x-rays, study casts, or other pertinent
materials must be set out for the dental officer. The chair must be lowered and the bracket
table pushed back to facilitate seating of the patient. The height and inclination of the back
of the chair and the headrest must be set for the average person. If these preparations are
carried out, they will create a feeling of security in the patient when he enters the clean,
orderly room.
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