‘Several factors may lead a patient to have unrealistic expectations’: Angela Love explains how patient expectations can be successfully managed.
Patients and dentists may sometimes have different expectations as to the outcome, as well as non-clinical aspects of their treatment.
Such issues can include the emotional impact of the experience, or whether or not they feel cared about and cared for by the dental team.
Why might patients’ expectations not be met?
There are several factors which may lead a patient to have unrealistic expectations when receiving dental treatment:
- Lack of information – patients may not have been appropriately informed about what to expect. They could have unrealistic expectations about things like waiting times, treatment availability or complications of treatment
- Too much information – patients might attend their dentist with a preconception of how they will be treated. This might be because they have based their expectations on the experiences of friends or relatives whose situations may have been different
- Time pressures – it is challenging to manage appointment times. Spending sufficient time talking to a patient to check they fully understand the issues involved in their care, the potential complications of their treatment, or alternative treatment options is still a vitally important step, so do ensure time is additionally made for this
- Anxiety – if a patient is anxious when they see a dentist, this can compound the factors above and make misunderstandings more likely.
How to manage patients’ expectations
Clear and concise communication is vital in ensuring that patients and their representatives know what to expect before, during and after an appointment and their expectations are managed accordingly.
It’s also important to avoid jargon, dental terminology, or abbreviations as this may be confusing to patients.
First impressions count. So look at any publicity or information material that is provided. Make sure it is up to date, relevant and does not set you up to fail.
Look at the aspirations that are set and think if you can meet them for every single patient who attends.
Consider the timelines indicated. If the service you provide includes any mention of the time it will take to achieve the outcome, no amount of small print will take away from the expectation that care will be completed by that date.
Also, ensure that information is easily accessible and that all team members are up to date with the latest requirements and know what to say to patients.
It’s important that all team members are consistent with their messaging. If you’re speaking to a patient, keep notes of the conversation. It is important these are consistently recorded in the same place so everyone who needs to access them knows how to do so.
If sending out the information another way – whether it’s email, an instant messaging service or letter – you need to be aware of the requirement to keep any information about a patient confidential. So check you have permission from the patient to use that method of communication and keep your records up to date.
Remember, it is a GDC requirement (Standards 2.3.8) to update any treatment plans (and associated costs) in writing as well as verbally.
Managing situations effectively
When updating the time treatment is likely to take, it can be helpful not only to make a note in the records but also update the patient in writing.
Additionally, it is important that patients know they will be listened to if they express dissatisfaction. Developing a non-confrontational way for patients to discuss concerns or leave feedback can allow you to address any issues early and hopefully avoid escalation to a complaint.
This might also help you to make any changes that can improve patient confidence in the care you provide.
Providing patients with opportunities for them to discuss their care also lets you reassure them, manage their expectations, build trust, and may help to prevent a formal complaint.
Remember that complaints are not always made directly to the dental practice. Patients may choose to involve other organisations such as the Dental Complaints Service or the NHS.
It may also be helpful to have a zero-tolerance policy on aggressive and abusive behaviour in place. Make patients aware of this policy by including a notice at reception and/or on the practice website.
Patients and the dental team will always have different perspectives. However, by being aware of these differences, dentists can anticipate concerns and find ways to manage the situation effectively.
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