Patient Management PDF

Patient Management Dr.Ali Barakat BDS, MSc, Clin Cert. Restorative and Esthetic Dentistry  Outline 1. Improving verbal image 2. Patients rights 3. Managing patients special needs 4. Recognizing abuse 5. Difficult or challenging patients 1. Improving...

Patient Management Dr.Ali Barakat BDS, MSc, Clin Cert. Restorative and Esthetic Dentistry  Outline 1. Improving verbal image 2. Patients rights 3. Managing patients special needs 4. Recognizing abuse 5. Difficult or challenging patients 1. Improving verbal image: A health professional has the obligation to allay fears and comfort patients. The most obvious way of accomplishing these tasks is to create a good image in the patient’s mind. In a dental office, eliminate the use of words or phrases that attract negative thoughts. 1. Improving verbal image: A great deal is expected of the patient: following directions, keeping appointments, and paying the fee promptly. In return, dental professionals must take time to recognize the patient as a person and realize that the patient has special needs and inherent rights. 2. Patients rights As society becomes increasingly concerned with individual rights, members of the dental healthcare team cannot afford to neglect patient rights. Take time to recognize the patient as a person, and consider the list of rights as rights of the patient rather than threats to the profession of dentistry. 2. Patients rights Being treated with adequate, appropriate, and compassionate care at all times and under all circumstances Being treated without discrimination on the basis of race, religion, color, national origin, gender, age, disability, marital status, or source of payment. Being informed about all aspects of treatment. 2. Patients rights Being informed of appointment and fee schedules Being able to review their financial and clinical records Obtaining a thorough evaluation of their needs Expecting that all records pertinent to their dental care will be kept confidential 2. Patients rights Being treated as a partner in care and decision making related to treatment planning Receiving current information about treatment and being assured of quality treatment Being able to refuse treatment to the extent provided by law and being informed of the medical and dental consequences of that refusal 2. Patients rights Being informed if the dentist participates in different third-party payment plans Requesting and expecting appropriate referrals for consultation Being taught how to maintain good oral health for a lifetime Receiving treatment that will prevent future dental or oral disease 2. Patients rights Expecting continuity of treatment Being charged a fair and equitable fee Having appointment schedules and times maintained Being treated by a staff of professionals who maintain their own good health and hygiene 2. Patients rights Being respected for requesting a second opinion Being respected as a human being who has feelings and needs 3. Managing patients with special needs Many patients with special needs enter a dental practice. A patient who is physically or psychologically disabled or challenged, an older adult, a child, a single parent, or a homeless person may visit the office for various types of treatment. 3. Managing patients with special needs Perhaps the biggest problem a dentist faces when treating a challenged patient is when the patient cannot mentally or physically cooperate. Although there are some dental treatments that can be done with the patient in a wheelchair, the law allows a dentist to make referrals for the patient’s safety. 4.Recognizing abuse Abuse is evident in many forms in today’s society, and the most common forms are child abuse and adult abuse. Dentists are faced with abuse in two ways The forensic dentist may be presented with a postmortem case of a victim who has bite marks or tooth marks present on his or her body. A dentist may treat victims of abuse in the office. Abused children or adults may show overall signs of neglect, abnormal fears or neuroses, or evidence of extra-oral or intraoral anomalies, such as bite marks, scars, lacerations, fractured teeth, burns, and bruises of varying colors on exposed areas of the body. 4.Recognizing abuse The dentist has an obligation to examine the patient thoroughly, ask reasonable questions about existing conditions, and document the injuries on the dental record. Reports of suspected abuse should be made to the county social services office. In most states, failure to report suspected abuse is a misdemeanor. 5.Difficult or challenging patients It is likely that during the work week you may encounter a patient who is difficult to manage and presents a challenging situation. This may occur because of fear of treatment, having to wait for a time in the reception room, or for some other reason. In any event, it is important that you communicate with this patient and determine the problem and seek to resolve the issue so care can continue. 5.Difficult or challenging patients The following are suggestions for managing a difficult patient: If possible, choose a good time to discuss the complaint. Listen attentively to the patient and don’t interrupt Convey empathy. If the issue is a complaint about service or staff, listen, whether right or wrong, and explain how you will deal with the problem and seek to apologize so treatment can move along. 5.Difficult or challenging patients The following are suggestions for managing a difficult patient: Do not become defensive. If this happens, it is likely you will lose the patient. Acknowledge the patient’s feelings and ask how you can help and what he or she needs to enable you to resolve the problem. Thank the patient for expressing his or her feelings. Move on with treatment as soon as resolution is completed. 5.Difficult or challenging patients The following are suggestions for managing a difficult patient: Document the resolution to the problem and repeat to the patient the agreement. When involving a financial agreement, have the patient sign the documentation. Always create a monetary policy for the office and be certain the patient is aware of the fees in the beginning. The old adage, “Inform before you perform,” is a good rule to follow. Follow through with the agreed-on plan, and when changes must be made, be certain to inform the patient. References Practice Management for the Dental Team by Betty Ladley Finkbeiner, Charles Allan Finkbeiner, 9th Edition, 2020. Chapter 3: pp; 40-56