Learn what triggers patient distress in your practice

Learning time: ~ 45 minutes

In Module 2, psychologist Denisa Moravcik Debrecka explains both common and less common triggers present in the dental environment, the communication pitfalls that can lead to the patient feeling more anxious or ashamed and ways to improve in both areas.

What you'll learn in Module 2:

• The underlying triggers behind patient distress.
• Try it out – practise mindful communication.
• Three communication techniques you can use to support an anxious patient.
• Discover the latest research on validation in addressing dental anxiety and fear.
• Reflect on some unexpected triggers you have experienced in your practice.

Key Takeaways

1. The waiting room is a difficult place for an anxious patient
   Anxiety often begins before the patient even reaches the dental chair. Sitting in the waiting room is particularly challenging because they are anticipating discomfort and pain. 
2. Sounds, tastes and smells create strong associations in our minds
   They can bring back emotions from our past. For patients with medical or dental trauma from childhood, clinical smells and sounds can trigger an automatic stress response: The smell of antiseptic and the sounds of drilling are common sensory triggers. 
3. Communication can build or break trust
   Certain communication styles can worsen the patient’s shame or anxiety, even if the dental professional has the best of intentions. Mindful communication is key to creating a supportive environment.
4. Avoid unintentional invalidation
   Downplaying the patient’s fears will often be perceived as dismissal and can damage their sense of trust. Phrases like “Don’t worry, it is just a standard procedure” may be intended to reassure but can leave the patient feeling unheard, especially if they’ve just shared that they are worried.
5. Well-intended comments can be perceived as judgmental
   Oral hygiene is a sensitive subject that can easily trigger shame. Focus on future improvements, not past mistakes. Instead of pointing out what the patient has done wrong, highlight the steps they can take moving forward and how these steps will benefit them.
6. Be aware of your non-verbal communication
   Patients are highly sensitive to body language, especially when anxious. If you appear flustered, impatient, annoyed, or disengaged, it can make them feel unsafe.