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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 • • • • • • 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 • • • • • • 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 • • • • 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.