June 2009 | Modern Hygienist
career: Ultimate recall

Will scolding work?

Before you use it on patients, consider how it
makes you feel.

by Eileen Morrissey, RDH

Photo: Mike Kemp/Getty Images

A chimney sweep visited my house for overdue routine service maintenance. I caught up on some work while the gentleman performed his inspection. It wasn’t long before he got right in my face and asked, “You don’t like your house too much, do you?”

I just looked at him. He was obviously on a scolding roll, so I let him run with it. He asked me how long it had been since my chimney had been swept. I admitted I was overdue, but had been told that every two years was adequate since I burn hardwoods. He said it had obviously been more than two years, and that I was lucky I didn’t burn my house down.

There was not much that I could say in my defense, and I do feel awful about the fact that I had put my life (allegedly) and my daughter’s in such tremendous risk.

Am I like that?
As he went about his business, I contemplated what he had said to me, and the manner in which he’d said it. I thought about the number of times patients had complained to me about how a particular hygienist made them feel; i.e., scolding them for not having flossed their teeth enough. I think you see the analogy here.

I will never schedule maintenance service with that chimney sweep again. Yes, I may be guilty as charged, but did he really have to talk to me as if I were 5 years old? The good news is that it inspired me to renew my commitment to deliver a positive message to my patients who may not have perfect homecare habits. Maybe they have stayed away longer than they should, or maybe they don’t floss often enough. Yet, for every negative we find, I stand firm that we can deliver something positive in return.

See the bright side
Look at it this way: The patient that only flosses a few times a week is light years ahead of the one who chooses not to floss at all. Don’t these patients deserve accolades rather than scolding?

The patient who stayed away from your dental office for far too long is sitting in front of you—right here, right now. I am glad he is back, and I want him to come back again. I stand a far better chance of achieving that by letting him know that I am so glad he is here and that I can help him get back on the road to optimal oral health. In a totally non-judgmental fashion, I’m glad to tell the patient exactly what I recommend for him. We then end the appointment with a simple, “Let’s get you back on a regular maintenance schedule for the future...”

When I handle recare visits in this manner, what I see in that patient’s eyes and demeanor is appreciation for my understanding of the many ways life may have gotten in the way of his coming back. I see a willingness to move forward, onward and upward. It’s all about today being the first day of the rest of our lives.  

Eileen Morrissey, RDH, is a contributing editor for Modern Hygienist.