Just a quick one. I was thinking about how the dental team is taught and loves to follow process. However, the system doesn't allow for behavioural flexibility.
Systems are put into process for the team by principals or team leaders. You can't create a process for kindness.
Sometimes it may be prudent to think, how did the patient feel after the phone call? You want to help them to feel positive. Perhaps if a patient says 'I need to think about it', a response such as 'Sure, Mr. X, I understand it is a big decision. Let me know if there is anything I can help you with.' shows kindness and understanding. Perhaps this is one of the fundamental things a patient needs to feel- to be understood. If they edge away slightly- back down, don't push them.
Although many systems are set up, especially for covid,- kindness always has a place.
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