Handling Patient Expectations
“ The most important time is the time we dedicate to patients .”
Isabella Rocchietta | UK Honorary Senior Research Associate , department of Periodontology , UCL Eastman Dental Institute , London Private Practice London . www . ID2courses . com
Interview conducted by Marjan Gilani
Giving bad news isn ’ t easy . Getting bad news is even harder . How can clinicians ease understanding and support patients when the risks of complication are high ?
“ When we take the time to educate patients , they are much more compliant .”
Dr . Rocchietta , patients love a miracle . What do you do when you know that the results patients expect cannot be achieved ?
Dr . Rocchietta : I never promise perfection , even though I know the results could be close to perfect . Perfection and 100 % success don ’ t exist in medicine , by definition . Instead , I try to under promise and over deliver . For example , when a case demands high esthetics , I ’ d rather say that we will strive to achieve “ natural harmony ” than “ perfect results .”
We need to evaluate the initial conditions , make sure that the diagnosis has been performed thoroughly , and subsequently inform the patient about all the risks and possibilities . A common mistake in clinics is that patients come in with a missing or fractured tooth , and we start the therapy by focusing only on that problem , without looking at the surrounding issues . Obviously , this is even more important when we treat a referred , failed case .
We should always stay humble , understand all the risks of the procedure we perform , and explain to the patient why the situation could have a less favorable outcome . Patients get tired of all the treatment processes , and the financial stakes are high . Patients should get all of this information , including the risks , several days before surgery in a written consent form . This way they have time to consider and understand the procedure and tend to have more realistic expectations .
Does this mean you talk about technical complications ? How do you help patients , who are not medical professionals , understand ?
Patients are different . Some have full trust and do not want to hear any explanation , and some search for cases online and watch YouTube videos be-
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22 GEISTLICH NEWS 1-2022