Dental Tribune United Kingdom Edition

June 6-12, 2011United Kingdom Edition M y main role as a hy- gienist is education of patients to prevent dental disease. I used to use the advisory model of giving infor- mation out in large paragraphs to patients without out finding out if they were ready for this change. I now use motivational interviewing to great success in my clinical day and in my home life too. This form of interview- ing is free and not scripted. Scripts have their place but it is my feeling that we all have amazing, genuine people skills that would be stunted if we try to conform to a set learned vocabulary. I personally be- lieve that this is health care and ethical selling at its best as it is genuine. We are listen- ing and then forming the best way forward for the individual at that point. Once the connec- tion is there the initial sell (of health and elective treatment), reselling and future selling is very simple. It doesn’t even feel like selling. Communication is key By incorporating effective com- munication techniques into daily patient interactions, all the team can increase treat- ment uptake and decrease complaints. More importantly, as clinicians we can positively and effectively impact patient health outcomes without in- creasing the length of visit— a win-win situation for both parties, and indeed the goal of healthcare. Motivation is key to change, and can be influenced by so- cial interactions and the clini- cian’s style and can be modi- fied. When selling treatment, if the patient is not motivated to change or ‘buy’ then you will not close your sale and run the risk of appearing pushy. It is the team, and in particular the three nurses, who will develop motivation and interest from the patient. Motivational interviewing (MI) is a cognitive–behavioural technique that aims to help cli- ents identify and change behav- iours and opinions. This form of influencing is subtle but very effective and will grow the trust required for patients to return and recommend. Essentially we are using the patient’s ownership and awareness of health developing as a tool to treatment uptake. We need to understand the patient’s jour- ney to treatment acceptance to be able to guide them. The Nuts and Bolts Ques- tions – opening the conversa- tion – permission to commu- nicate We have to decide whether the patient is interested in com- municating before we launch into education about treat- ment and health. I have put some examples below that will help you to decide what we want to ask. Do you mind if we spend a few minutes talking about your _____________? What do you know about ____________? Are you interested in learning more about ____________? Miller and Rollnick con- clude that MI has five basic principles: • express empathy • avoid argument • support self-efficacy • roll with resistance • develop discrepancy Empathy is sincere — and successful — when a patient ac- knowledges that he or she has been seen, heard, and accepted as a person. Barriers to empathy in- clude: • Using medical terminology • Confusing sympathy with em- pathy • Feeling that it takes too much time • Effective empathy can be ex- hibited by: • Greeting the client on neutral territory; ie the waiting room • Keep on an even eye level with maintained eye contact • Avoid physical barriers • Reflective speech - Repeat in- Tel: 01254 844 103 Call Prestige Medical today and ask for more details. Optima Autoclave 4 times the instrument processing power: • Reduced waiting time • Full colour display • Free installation, commissioning & training of your staff All this PLUS a full 2 year warranty. faster cycles With Flash Steam Technology® Optima: the ultimate vacuum autoclave - where cycle times are halved. E: sales@prestigemedical.co.uk · www.prestigemedical.co.uk See Optima at this year’s BDTA Dental Showcase Motivational interviewing Mhari Coxon discusses trying a different approach to changing your patient’s habits page 20DTà Incorporate effective communication techniques into daily patient interaction ‘Motivation is key to change, and can be influenced by social interactions and the clinician’s style and can be modified’