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Modern Hygienist |September 2009
Patients |Kids First
Addressing the different needs of young patients and their parents
The way to a child’s heart is through his or her parents. Letting the parents know what is expected of them from the very beginning is important when treating their child. They may know something about your practice from visiting the office Web site, but you can make sure they know all your best points by providing them with supplemental reading material such as a list of the top 10 things they should know about your practice. It is difficult to change a first impression, so establishing mutual respect with parents early on is important to make sure the relationship gets off to a great start. First Impressions Our reception rooms are no longer referred to as waiting areas, and patients enter our offices expecting to be seen on time for their appointment. It’s easy to make a great first impression by simply anticipating their arrival and being ready with a warm, friendly greeting. Smiling can diffuse tension a parent may be feeling when visiting your office for the first time. Taking the time to get to know your new patients by asking a few questions can help them know they are important to your practice right away. While it’s fine to provide a friendly greeting and to get to know new patients in the reception area, a warm safe environment is needed for later discussions of future treatment.
When reviewing a child’s medical history with the parent, take the opportunity to share something about the doctor, the staff and what makes your office special. The person who interviews the parent and child should show enthusiasm when talking about his or her role in the practice. Take a moment to introduce them to other staff members and give them a tour through your facility. You can use the tour to highlight some of your practice’s best features. Whether it’s a digital x-ray system, a computer in your treatment rooms, or a paperless office workflow, your patients and parents should get to see what makes you proud of your office. Patients come to trust a dental practice because of their association with not only the doctor but also their relationship with the staff. Assigning the same staff member to be with a patient throughout a visit can bring consistency and harmony to the appointment. This also will ensure the patient and parents know who to talk with to make sure all their needs are met and questions are answered. Elementary Terms As a rule of thumb, try to encourage children to become independent when they go from the reception room to the treatment room. Use elementary terms while explaining the treatment to them. When young patients have an understanding about what you will be doing, they will be more relaxed. Recently I had the pleasure of treating a 3-year-old with tartar on her lower centrals. To explain the procedure, I told her I had to remove the crunchy cookies off her teeth. She was quick to correct me by saying they were not cookies but donuts, and I had to laugh. Patience and rewards Taking the time to thoroughly explain the procedures beforehand may prevent anxiety during treatment, but a visit to the dentist can still be tough for some children. Try to encourage the child to do the work, but don’t force things. If a child is only able to do half of the work planned for that visit, offer some praise for what he or she finished, give the child a prize and talk with the parents to reschedule the remainder of the treatment. If a young patient had a really tough time doing all of the dental treatment, it is a really nice touch to send a dazzle card to remind your patient of the great job he or she did while in your office. Giving the parent extra information and making sure the child is relaxed meets everyone’s needs. Doing this will help both parent and child feel comfortable, and in no time they will consider your office theirs.
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