is built , even if something doesn ' t go as planned , the patient understands , and it will be okay .
Do you remember the last time you dealt with a complication caused by miscommunication ?
A few months ago , I had to perform a vertical augmentation GBR in a very large defect . The patient flew back to his home city and continued the therapy with the referral dentist who did not follow our post-op guidelines – maybe he had not read our email . The patient got a fixed resin retained restoration that was too tall and impacted the soft tissue , opening it up . He had to come back to our office . We reopened the case , removed the membrane , saved what could be saved and redid the GBR . Not so pleasant .
Can a communication protocol reduce the risks of complications ?
For sure . I think the most important measure to avoid complications is communication between the team members . All teams members should be on the same page , including what the patient has been told so stress levels stay under control .
“ The most important measure to avoid complications is communication between the team members .”
All team members should be on the same page , so stress levels stay under control .
How should communication be implemented in the real world ?
By training , checklists , regular staff meetings , … and spending all the time necessary to talk to the team , to reassure and encourage them .
Rather than the surgeons , for patients it ' s almost more important that the receptionists and nurses are kind and attentive . Patients accept that surgeons are less talkative and have less time , but they open up , chit-chat , cry and tell their stories to the nurses . If patients feel we are a safe and experienced team , they trust and listen more than if they find the team disorganized and stressed .
And we don ’ t just see a patient half an hour before the operation . We see them when they go to the hygienist , for checkups , assessments and reevaluations . We have a lot of opportunities to communicate with them at various stages , to build our relationship and bring them to where we hope they will arrive in their therapy . The team should know how important this relationship is .
Are patient-clinician relationships easier today ?
Yes . A decade ago , there was almost no communication between patients and clinicians . The doctor was the key healthcare provider – the one who dictated the rules patients had to follow . The accessibility of medical information has made a massive difference . Anyone can find out about a procedure and better understand our therapies .
Photo : Isabella Rocchietta
24 GEISTLICH NEWS 1-2022