It is no secret that dental nurses are vital to the everyday running of the practice. However, we’re also essential when it comes to patient care and comfort. It can be all too easy to think that the only ones who build a good rapport with patients are those who make and complete the appointments – the dentists, hygienists, and receptionists – but the patients also look to dental nurses for support and to help them remain calm. It’s important that you understand your role and responsibility to be able to help them effectively.
Being a supportive dental nurse
Every dental nurse's job description will cover the role of assisting the dentists and hygienists in a clinic, but your role of support extends beyond them to encompass the patients that you see each day. It is vital that all dental nurses put in extra effort to help those attending the practice. Patients are putting their care in the hands of you and your colleagues, and many of them will feel nervous, anxious, and even scared of attending - especially post-pandemic; patients may have developed more problems due to restricted dental care during the lockdowns. While the clinicians will take the lead in soothing patient worries, you can also do your part to give them a little extra confidence and someone to lean on - you may be surprised at how much of a difference it can make, and how much patients look to dental nurses for comfort. Here are some ideas for how to help.
- Provide light conversation, from the moment you first meet and throughout the appointment, especially if the dentist is busy with notes or checking X-rays while the patient waits. Your voice can help them to relax and feel more at ease, rather than worrying over their diagnosis, and casual conversation can be a welcome distraction.
- If you feel comfortable doing so, try to offer physical support during treatment, such as placing a hand on their shoulder or offering to hold their hand if you are able. Again, light conversation can be a good distraction at treatment points where they may be more anxious or scared than usual.
- Be their advocate - look out for signs of distress or potential problems and raise them with the clinician and/or patient as appropriate. While the clinician will also be looking out for any signs, it is helpful to have a second pair of eyes monitoring the patient.
Building rapport with patients
Aside from offering chair-side support, it’s also beneficial to work on building a relationship with the patients in the same way the clinician does. There are a few ways to do this, and you’ll find employing them will not only help patients to build their trust in you and the team – it will also help you to build confidence in your abilities as a dental nurse.
- Remember their anecdotes and their likes and dislikes, and take note of their preferences and personal plans. Retaining knowledge of patients that is separate from their dental records can help to provide material for conversation at other points, but also shows the patient that you are providing personal care and that they matter as a person - which is important these days, when some patients feel dentists are only after their money. By adding this personal touch, you can make yourself – and, by extension, the practice – more approachable and friendly to those who would otherwise be afraid. It increases their confidence and trust in you, and gives you a way of going above and beyond in your role.
- Be friendly - a smile, a comment or a pleasantry all go a long way towards helping patients to relax when they come in. Don’t leave it just up to the clinician - it takes the whole team to show compassion and care to patients, and to help them feel that they are being welcomed into the practice by an approachable team.
- Listen to them, and remember that they also listen to you! I’ve had many patients remember details such as my wedding, the births of my son and daughter, and my university degree, and they often ask me later on about events I’ve mentioned to see how things went. It’s great if you can return this and ask them about the big things in their life, because it builds on the relationship that the patient has already started with you.
Get involved
The final way to be there for patients is to share in the care that they are given. Within your scope of practice, dental nurses can provide interactions such as basic oral health advice and post-op instructions. With the right training and qualifications, you can also become more involved in their direct care. For example:
- Discuss with the clinician you’re working with how you can get involved, so you can confidently and correctly provide post-op instructions and oral health advice with their support. You may be surprised at how many clinicians will appreciate and welcome you stepping more into a supporting role – not to mention the patients, who will respect you for what you can do.
- Take qualifications and complete CPD to improve your oral health knowledge, allowing you to provide accurate and up-to-date advice to patients.
- Upskill with further qualifications, such as radiography so that you can be involved in taking X-Rays, fluoride application, or impression-taking, all of which can enable you to take a more hands-on approach.
To summarise
Becoming involved with patient care and going above and beyond in building that rapport can not only improve your patients' trust, comfort, and confidence in the practice, but can also have a positive impact on the dental team as you work together - and on your own career and experiences.
If you’re interested in upskilling in any of the above-mentioned areas, check out the courses on offer at Dental Nurse Network here.
By Natasha Garthwaite BSc, RDN.