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Dr. Vidhya Sampath

Many steps exist on the ladder to great patient care, but they are worth taking

The quest for superlative patient care starts with the tried and true statement, ““People don’t care how much you know until they know how much you care.”

Many years ago, I met Mr. Jones (name changed to protect privacy) - 83 years young. Mr. Jones may be considered by some as a skeptical retiree and an opinionated critic. When my assistant called him by his first name in the waiting room to take him down the hall for X-rays, he firmly but politely corrected her and replied, “Mister Jones.” He questioned her concerning the X-rays, her skills and also made some assertive remarks regarding his perceived opinion of dentistry, dental care, dentists and above all, young dentists.

When we finally got Mr. Jones hygiene treatment -- which I performed myself, as my hygienist was busy -- his body language spoke volumes about his discomfort in the dental chair. I persevered. When his appointment ended and Mr. Jones was preparing to leave, he said to me, “In my entire life I feel that I have received total and unreserved care from only two people. My mother was the first one. You are the other.”

At that moment, I could not disguise my joy and asked him if I could hug him for not only coming in for his appointment and getting his recommended treatment completed, but also for giving me an undeniably sterling compliment.

What does it take to turn a skeptic into a perfect patient? What will change the general population’s perception of dentistry? How do we, as dental and oral health care providers, make dental appointments less dreadful and more welcoming? The answers lie in our quest for superlative patient care.

Patient Care is defined by Dorland, 28th Edition, as “the services rendered by members of the health profession and non-professionals under their supervision for the benefit of the patient.”

Here are some basic principles of great patient care.

  • Teamwork: Every member of the dental team is a dental health care provider. Patient care starts with the receptionist who welcomes the patient warmly. It continues with the assistants making the patients feel comfortable during X-rays/diagnostic tests, and, the dental care providers (dentists, specialists and hygienists), rendering treatment in a non-judgmental, caring, compassionate and gentle way.
  • Respecting the patient: Successful outcome of treatment rendered is measured in terms of patient satisfaction and improvement of health. So, it is imperative to listen carefully to their chief complaint and listen to what they perceive as achievable, measurable and successful. Your patient is part of your team and treating them as the most valuable player on the team is appropriate.
  • Informing and educating the patient: It is important to make sure that there is full transparency when discussing a diagnosis and the related treatment plan, as well as discussing short-term and long-term implications of immediate treatment and subsequent follow-ups. The patient is an integral part of the discussion regarding their diagnosis and treatment plan, as it is about their oral and dental health. Hence, it is very pertinent to encourage patients to take ownership of their diagnosis, treatment plan and continuing care.
  • Customizing and individualizing the treatment plan according to chief complaint and patient concerns for success: Take the time to educate and answer all questions the patient may have. Patients should not feel hurried through the appointment. This also gives the time for providers to develop the much-desired rapport with the patient, and, establish the provider-patient relationship based on mutual trust.
  • Using technology wisely and to educate: X-rays, intraoral pictures and scans can be used to educate and inform patients, and as necessary diagnostic tools. A prime example is educating a patient regarding periodontal disease. Periodontal disease is not always symptomatic, and, most patients may be unaware that they suffer from this condition. Using simple and honest language, and, the patient’s own X-rays and diagnostic periodontal charting, patients can be educated regarding this silent disease with harmful oral and systemic co-morbidities if left untreated.
  • Availability. Access to care is pertinent to great patient care. Many dental offices take the approach of long hours and multiple providers in order to provide access of care to patients. Patients desire providers who are available to answer patient questions, provide same day emergency treatment and who have appointments available for follow-up care.


Provide clear verbal and written instructions to patients when referring them to specialists.

  • Involving family and friends: While following HIPAA rules and regulations, listen to patients when they want to involve their family and friends in their decision regarding their treatment plan. In cases of minors and medically-incapacitated patients, it is legally important for guardians to be present during all important decisions regarding the patient’s treatment plan.
  • Providing a clean and safe treatment environment: All personnel involved in providing health care should undergo routine OSHA and basic life-support training. Patients should feel that they are receiving care by able-providers in a safe and clean place, which respects medical treatment guidelines.

While great patient care is all of the above, there are many additional factors that go towards making patient care outstanding and peerless. Kindness, compassion and humanity can make a provider and the team stand miles apart from their peers.

Patients seeking dental care are often anxious. They are anxious about the diagnosis and the cost. They may have social anxiety or even other emotional and personal challenges. Providers who make the time to understand their patients and treat patients as they would like to be treated are most often able to provide best patient care. Inspire patients to take their health seriously.

While health care is serious business, taking the time to have personable conversations with patients is important. Conversations should steer clear of religion, politics or controversial subjects. The patient who feels like they were distracted from the anxiety of their dental appointment will become a returning patient. When taking care of children and teenagers, it is important to inspire them to take charge of their dental and oral health. This will sow the seed for success when they are adults, with busy lives and demanding careers.

Patients need to feel that we are grateful to be placed in a position where we can use our skills to provide such an amazing service. Patients who feel that they can relate to the staff and the providers will usually become returning patients.

And last but never the least, I have personally found that taking myself too seriously can be fodder for my unhealthy ego. A healthy sense of humor is an essential tool to leading a healthy, sane and meaningful life. And patients appreciate the jocularity which can be a great stress breaker.

When I first started my career as a very young dentist, Mrs. Doe was one of my oral surgery patients. She was a 96 years young lady who had multiple medical complications. Her daughter-in-law, who brought her in, looked more nervous than she did. After I sat her in the chair, I leaned in and with an extremely confident smile, said, “Don’t worry, ma'am. I have done many of these extractions before. You will be alright."

Even as her daughter-in-law heaved a sigh of relief at my seeming confidence, Mrs. Doe caught my hand and with a very playful smile, said, “You may have taken out many teeth but this is the only upper right canine that I have. Treat it with dignity.”