Meeting Your Patients’ E

Ethics and
Professionalism in
Dentistry

Ghada Yaakoub 202001340

Presented to: Dr. Ahmad Tarabay
 Patient

Dental team

Clinical Non-clinical Unrealistic

expectations expectations Expectations

Meeting non-clinical expectations: to meet the non-clinical expectations of a

patient,the following points must be met:
 1- The first call with the patient: the receptionist must welcome the patient in good
manners, explain all available treatments, fees, set an appointment suitable for the patient
and manage his primary concern.
Example: if the patient is in pain, prescribe over the counter medication to alleviate the pain
prior to treatment.
2- Patients’ arrival: appropriate welcoming and escorting to the waiting room must be
performed, and the patient must be informed of any possible waiting time in case of
unexpected complication with the previous patient.
Proper dental and history taking while the patient is in the waiting room.

Meeting clinical expectations:

1- Make sure that necessary information is accessible “transparency”: the dental team
must continue to provide the patient with all information during the treatment, the patient
must not be put in the dark.Lack of information will cause the patient to develop anxiety
and unrealistic expectations.
For example, following a composite restoration, the patient is informed about possible post-
operative sensitivity, nature of this sensitivity, how long it is supposed to last and when to
contact the dentist again.
Also, the patient might attend the clinic having incorrect information from the internet or
others’ experiences, the dentist must correct such information.
Example,if the patient expects to restore a badly constructed tooth with composite
restoration because his sibling had the same scenario,the dentist must acknowledge the
patient that his case is different and minimal restoration is not applicable in his case.
2- Use terminology that is understood by the patient and avoid any overwhelming medical
terms.
3- Stay open for any inquiries: the dentist must listen and allow the patient to ask any
questions regarding the treatment and avoid any abrupt shift in treatment without prior
notice.
4- Allow constant feedback: in order to avoid any issue to become a complaint, the whole
dental team must be open for any feedback whether positive (to make these actions
consistent) or negative (to correct any misbehavior)
5- Include the patient in the treatment plan: after diagnosis, the available treatments must
be discussed with the patient, and get his approval before initiating.
6- Place the patient’s interest before your own: this means that the overall well-being of the
patient must be the primary concern of the dental team, even if this means less income or
prolonged time of treatment.
7- Confidentiality: the patient must feel safe and assured that all data will remain
confidential, this builds trust between the patient and the dental team.
8- The dental team must be qualified, show care, concern and compassion.
References:
-Large, A. Managing patient expectations. BDJ Team 7, 31 (2020).
https://doi.org/10.1038/s41407-020-0431-9
- Lateef F. (2011). Patient expectations and the paradigm shift of care in emergency medicine.
Journal of emergencies, trauma, and shock, 4(2), 163–167. https://doi.org/10.4103/0974-
2700.82199

Thank you for your time.