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Essentials of Dental Radiography
for Dental Assistants and Hygienists
NINTH EDITION
CHAPTER
12
Patient Relations and
Education
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Objectives
• Define key words.
• Value the need for patient cooperation in
producing quality radiographs.
• List the aspects of patient relations that
help to gain confidence and cooperation.
• Explain how appearance and first
impression affect patient relations.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Objectives
• Identify five areas where the
radiographer’s positive attitude will foster
patient confidence.
• State examples of interpersonal skills that
are used to communicate effectively.
• Explain the relationship between verbal
and nonverbal communication.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Objectives
• Give an example of a negative-sounding
word that should be avoided when
explaining the radiographic procedure.
• Explain the communication method
show-tell-do and give three examples of
when this method would be effective.
• State the two reasons patient education in
radiography is valuable.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Objectives
• Respond to a patient’s concern regarding
unnecessary exposure to x-rays.
• Describe two methods by which the
patient can be educated to appreciate the
value of dental radiographs.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Key Words
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Appearance
Attitude
Chairside manner
Communication
Empathy
Frequently asked questions (FAQs)
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Key Words
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•
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Interpersonal skills
Nonverbal communication
Patient education
Patient relations
Show-tell-do
Verbal communication
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Introduction
• Effective communication is essential to
producing quality radiographic images.
• The radiographic procedure requires that
the patient understand and cooperate with
the process.
• The radiographer must be able to
communicate specific directions to ensure
success of the procedure.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Patient Relations
• Appearance
• Attitude
• Interpersonal skills
– Empathy
– Chairside manner
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Communication
• Honesty
• Verbal communication
• Nonverbal communication
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Box 12-1 Guidelines for Effective Communication
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Box 12-2 Guidelines for Communicating with Children
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Box 12-3 Guidelines for Communicating with the Elderly
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Box 12-4 Guidelines for
Communicating with People of
Different Cultures
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Patient Education
• Value of patient education
• Necessity for patient education
• Methods of patient education
– Oral presentation
– Printed literature
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Figure 12-1 Patient education The dental radiographer
educates the patient on the value of radiographs.
Figure 12-1 Patient education The dental radiographer educates the patient on the value of radiographs.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Figure 12-2 Incorporating digital radiographic images in patient education.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Figure 12-3 Handheld viewer-enlarger is a helpful adjunct to patient education.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Table 12-1 Web Site Resources for Patient Education
Materials
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Frequently Asked Questions
• What are the benefits of dental x-rays?
• How often should x-rays be taken?
• Can I refuse dental x-rays and still be
treated?
• What kind of radiographs does my dentist
usually recommend?
• My dentist has prescribed a panoramic
radiograph. What is that?
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Frequently Asked Questions
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Why do I need both types of radiographs?
How is x-ray exposure measured?
What effects can x-rays have on the body?
How do dental x-rays compare to other
sources of radiation?
• Why do you use a lead apron?
• Why does the radiographer leave the room
when x-ray exposures are taken?
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Frequently Asked Questions
• If I am pregnant or think I may be
pregnant, should dental x-ray exams be
postponed?
• If I have had radiation therapy for cancer
of the head or neck, should I avoid dental
x-rays?
• Can dental x-rays cause skin cancer?
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Frequently Asked Questions
• What special precautions will you take to
minimize the amount of radiation I
receive?
• Who owns my dental radiographs?
• Should I have my previous radiographs
sent to my new dentist?
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Review: Chapter Summary
• Effective communication is the key to
producing quality radiographs.
• The radiographer must be a skilled
communicator.
• Patient relations affect the confidence
level of the patient and help the
radiographer gain trust
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Review: Chapter Summary
• Honesty in verbal and nonverbal
communication develops trust. Nonverbal
is often stronger than verbal
communication.
• Show-tell-do is an effective method
especially when barriers to communication
exist such as a language or cultural
difference, a sensory impairment, or a
cognitive impairment.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Review: Chapter Summary
• Patient education is valuable in securing
acceptance of treatment and in addressing
concerns about the safety of the
radiographic procedures.
• The entire dental team must be able to
provide the patient with complete
explanations regarding the need for
radiographs.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Recall: Study Questions
• General
• Chapter Review
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Reflect: Case Study
• A new patient to your practice has just
been examined by the dentist, who has
prescribed a set of vertical bitewings and a
panoramic radiograph. You escort the
patient to the x-ray room to prepare to
expose the radiographs. At this time, the
patient is having second thoughts about
consenting to the radiographic surveys.
She begins to question you about the
procedure.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Reflect: Case Study
• Respond to the questions listed below.
Write out your answers. Together with a
partner, role play this scenario.
1.“Why do I need x-rays?”
2.“Why do I have to have bitewings and a
panoramic x-ray?”
3.“How often should I have x-rays taken?
4.“Are you going to take the x-rays, or will
the dentist take them?”
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Reflect: Case Study
• Respond to the questions listed below.
Write out your answers. Together with a
partner, role play this scenario.
1.“I’m a little nervous about having this
done.” “How long will it take?”
2.“What will you do to protect me from
excessive exposure?”
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.
Relate: Laboratory Application
• Proceed to Chapter 12, Laboratory
Application, to complete this activity.
Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition
Evelyn M. Thomson • Orlen N. Johnson
Copyright ©2012 by Pearson Education, Inc.
All rights reserved.