PM-6 - Using a Team Approach to Manage Difficult Patients

Wednesday, April 27, 2022

2:30 PM – 4:00 PM PST

Location: 221

CE: 1.5

Speaker(s)

Nadine Bondhus, LDA

Director of Patient Experience
Park Dental and The Dental Specialists
Roseville, Minnesota

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Session Host(s)

Ki Hong Park, DMD, MS

Resident
University of Minnesota School of Dentistry
MINNEAPOLIS, Minnesota

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Participants will gain knowledge on concrete ways to engage the entire team in improving the patient experience particularly with patients who present with distress, pain, anxiety and/or previous traumatic dental experiences. The content describes the specific behaviors required for exceptional communication with patients. The behaviors are evidence-based and follow the flow of the appointment beginning with scheduling, through clinical treatment and post operative care. Examples include building skills to make the connection and engage patients, ways to listen carefully, tools on how to deescalate difficult situations and specific tactics for explaining things in a way that is easily understood.

Learning Objectives:

Explain best practice behaviors that can improve both the team and patient experience
Identify previous patient experiences that cause the most difficulty and/or distress for our patients
Recognize opportunities to show compassion during patient interactions