For most people, a visit to the dentist will instill fear or even outright terror. Fears of pain, traumatic past experiences, or even odors and noises of the dental clinic will sometimes put patients on edge. Good oral hygiene is important; dentists know this reality, but without communication, anxious patients will not cross the threshold of the clinic.

The good news is that communication is a strong ally in reducing patient anxiety. By clear speaking, being sympathetic, and calming patients, dental teams are able to provide trust and make patients feel safe. 

The article talks about simple but effective communication strategies dentists can use to treat anxious patients and lead them through treatment.

Understanding Dental Anxiety

Prior to discussing communication skills, it is essential to understand why patients are afraid to go to the dentist. Some of the reasons being:

• Fear of pain – Everyone fears they will experience a lot of pain during the process.
• Lack of control – Being confined in a dental chair makes people vulnerable, especially when patients have difficulty expressing themselves.
• Past bad experience – A painful or rushed visit in the past can leave behind some trauma.
• Embarrassment – Some patients are embarrassed about how their teeth look.
• Sensory stimuli – Drilling, antiseptic odours, or even strong light can be distressing.

Knowing this enables dental staff to treat anxious patients with understanding and patience.

Strategy 1: Build Trust at the First Contact

Concern might arise even before the patient enters. Telephone or online introductions might set the tone for their stay. The front office and receptionists play an important role.

• Warm greetings – A warm smile or a warm voice makes a good impression.
• Clear communication – While scheduling appointments, explain the process, duration of visit, and what they can expect.

• Patients with questions – Encourage patients to ask anything, no matter how minor. This ensures them that what they are asking is important.

If trust begins at the front desk, patients arrive for their appointments less anxious.

Strategy 2: Practice Active Listening

Anxious patients need to be heard. Active listening shows you care and helps in building trust. This involves:

• Eye contact.
• Nodding or responding briefly with a few words like “I understand.”
• Paraphrasing the patient’s words to repeat back what was said.

For example, if the patient says, “I’m most fearful of the drill,” the dentist can say, “I know you’re fearful of the drill. Let’s talk about what we can do to help you feel less tense.”

This validation, as simple as it is, can go a long way to dissipate fear.

Strategy 3: Describe Each Step in advance

Lack of information is what frightens people in the first place. Patients don’t know what is being done to them or how long they will have to endure it. This Arlington dentist explains, “Talking about each part of a procedure beforehand removes the unknown and gives the patient a sense of control.”

Example

Prior to administering an injection, tell them: “You are going to feel a stinging prick, and then it will numb the area. Then you will not feel pain.”

As they brush, reassure: “You may hear a little scratching, but that’s just us removing buildup. Don’t worry, it doesn’t hurt.”

Step-by-step communication makes the patient relax and feel like they’re in capable hands.

Strategy 4: Use Non-Verbal Communication

Words are effective, but body language says a reassuring thing too. Dental practitioners should:

• Smile warmly.
• Establish gentle eye contact.
• Speak in a gentle tone of voice.
• Move slowly and avoid sudden movements.

Even a reassuring touch, such as a reassuring hand on the shoulder before starting, will be reassuring. Patients are open to non-verbal communication, and calming attitudes from the dentists enable them to reflect that calming atmosphere.

Strategy 5: Set “Stop Signals”

One of the things that anxiety patients are most afraid of is becoming trapped in the chair. To give them an outlet to say they are ready to take a break takes away from them the sense of losing control.

One strategy is to establish a hand signal—a raised hand, for example—to end treatment. Patients are made to feel that they are the bosses and can leave anytime they feel uneasy. Being in charge reduces anxiety levels tremendously, though they may never actually use the signal.

Strategy 6: Be Empathic and Compassionate

Empathy involves going the extra mile in the patient’s shoes. Never deny their fears. Validate them. Some of the sentences you can use include:

“It’s completely normal to feel nervous.”

“Many patients feel the same way, and we’ll go at a pace you’re comfortable with.”

“You’re doing really well, and we’ll take it step by step.”

These small reassurances can make patients feel respected and understood.

Strategy 7: Provide Distractions

Sometimes, reducing anxiety is about shifting focus. Distractions can be a helpful tool during procedures. Options include:

• Soft background music.
• TV screens or ceiling monitors showing calming videos.
• Offering headphones to listen to audio or podcasts.
• Chatting with the patient

These distractions are never a replacement for effective communication but complement it by soothing the mind of the patient. 

Strategy 8: Encourage Questions and Feedback

Ask patients to ask questions prior, during, and post-treatment. Use open-ended questioning such as:

“How do you feel about this procedure?”

“Are there any questions or issues you want to discuss before we start?”

“Is there something we can do to make you feel more at ease?”

Positive reinforcement lets patients know that they are important to you, another brick in the foundation of trust that lasts a lifetime.

Strategy 9: Offer Post-Treatment Support

Conversation alone isn’t sufficient when the treatment is over. Calling anxious patients puts the issue of trust to bed and shows that you care.

• Leave detailed aftercare instructions in plain language.

• Call or text in the daytime to follow up on how things are going.

• Encourage them to call the office in case of fear or anxiety.

This kind of follow-up can convert an anxious first-time patient to a frequent, long-term patient.

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