The Gentle Doctor

Most of us know that being a gentle doctor is one of the key characteristics that most patient look for when  searching for a dentist.

When learning what constitutes being a gentle practitioner, the question is not so much how to be a gentle doctor, but rather how to be perceived as a gentle doctor.

The difference is that although you may think you are light-handed and gentle and caring by your standards, unless your patients feel the same way you will not be considered "gentle".

In our business, being perceived as "gentle" is extremely important because it is what people want. Not only do you want to be known as gentle, but you want people to talk about it.

As in any business, anything you do to improve the quality of your service must be advertised. If you think you are a gentle doctor, you have to advertise this. I am not saying you should simply write in your Yellow Pages ad that you are gentle. Instead, show your patients how much you care about their comfort. Remember, this may only mean making some small changes, but these details are all that count.

This is how:

• The first visit is your best chance to make your patient perceive you as a gentle doctor. Once their first impression of you is established, it is very hard to change it.
   
• It starts with your staff, from the time they check in the patient.
   
• They need to make sure that they don't bump things into your patients or even themselves (bumping the x-ray tube to a patient's head, bumping their head to a dental light, etc).
   
• Patients feel comfortable if they see that you are in control and calm. If you or your staff  rush around and slam the door or throw the mirror on the tray, you are sending a message to your patient that you are in a hurry and you are NOT in control. You cannot be gentle when you are in a rush.
   
• Even if you have no choice but to rush, showing it to your patient has absolutely no benefit.

1. Warn the patient before moving the dental chair.
2. Ask them if their head and neck are comfortable before you start the exam.
3. During the exam, when you are in the vicinity of the mouth, EVERY MOVE must be in slow motion.
4. Patients should be warned about anything that may be a surprise to them:
   " I am going to blow some air here, you may feel it a little."
   " I am going to start the exam; the mirror might be a little cold."
   " I am going to gently tap on your tooth, it may be sensitive."
   " I am going to numb you now and it may pinch a little."
   " I am putting some numbing gel on your gum, it might not taste very good, but it helps with the anesthesia later."
5. Avoid words like shot, needle, hurt, pain or anything similar that may scare your patient, regardless if you are working on a 300-pound athlete!
6. Instead use words like: discomfort, pinch, sensitive, anesthesia, numbing, etc.

When you enter your instrument into the mouth, you must be extremely careful not to hit anything on your way. Many of us are so focused on the tooth we are working on, that when we take the mirror in and out we keep hitting other teeth. This may not seem like a big deal and it probably isn't, but it makes a substantial difference when a patient is judging whether or not you have a light and gentle touch.

The same rule applies to your staff, and it begins with taking x-rays. It is all about anticipation. If they have to go too far toward the back of the patient's mouth, they need to tell the patient. Or if they know the edge of the film or sensor shield is going to bother the patient, they have to let them know BEFORE it happens.

• While you work, stop frequently and ask your patients if they are doing OK. Even before you start tell them something similar to this: “I am going to start now, please let me know if you are uncomfortable or if you need a break at anytime" At the first sign of any discomfort stop and talk to them. All these stops may seem annoying to you but on average they take a maximum of fifteen to thirty seconds for each patient. It is worth it considering the lasting impression you are leaving on these patients.
   
• It does not matter if you think the tooth is numb, if your patient says it still hurts you have to take their word for it, even if you feel they are exaggerating.  To be honest with you, I don't remember the last time I had a patient who continued to feel pain while I was working on him/her, whether it was a root canal or an impacted third molar. If they say they feel something I stop, give them more anesthesia, wait for it to work and only then I continue, no matter how behind I might be.
  
  The point is, I respond to them if they say they feel something, even if I have given them more than what I consider enough. Besides, if you control the situation correctly from the beginning, you prevent most of these "hypersensitivities" before they start. People's threshold for pain decreases when they are nervous. If you follow the above recommendations, they perceive you as a gentle dentist and they will be less sensitive.
   
• Tell them things like, "Don't worry, we'll give you as much anesthesia as you need..." or, "We make sure you are completely numb before we start." Do not use sentences like,  "It's all in your head!”
   
• Put a little Vaseline on your patients lips before starting; it prevents chapped lips and again provides some extra comfort. I know I am getting into detail here, but this is where you can separate yourself from other dentists, as well as create a different experience for your patients.
   
• All these may seem like a waste of time to some of you, but if you really count the time all of them do not take more than three to five extra minutes a day, and they have a significant effect on a patient’s perception of you.

Deal with your patients as if they are all extremely hypersensitive. Remember the last time you had such a patient; I'm sure you were very careful with your every move. Be the same way towards everyone.

Congratulations, you are now a gentle doctor!