Sentry Page Protection
Role Play Scenario 42
You are a second year dentistry student on attachment in a surgery. In preparation for this attachment, your supervisor has asked that you introduce yourself to Patient A (known to have mild anxiety) and ease their apprehensions on a pre-surgical appointment.
Average Candidate Approach
- Rushing straight into the matter, rather than starting with open questions and developing rapport (open questions and establishing rapport is vital even with long term colleagues).
- Not providing the patient with adequate opportunity to express their concerns and anxieties.
- A lack of empathy shown through verbal and non-verbal communication.
- Failing to address additional issues. Candidates not asking about any additional concerns will not establish that the patient's partner recently passed away following a routine medical procedure.
'Hello, I am a dentistry student that will be observing your appointment today. I just wanted to speak to you as I noticed you seemed a little nervous this morning. Please do not hesitate to let me or any of the other staff on duty know if there is anything we can do to make you feel more comfortable.'
Excellent Candidate Approach
- Open Questions
- Develop Rapport
- Address the issues known
- Identify any additional issues
- Summary and plan going forward
Good morning, my name is ___ and I am a second year dentistry student on a work placement here. I do hope it would be okay for me to have a conversation with you before your appointment this morning? (allow patient to respond)
Open Questions and Develop Rapport:
It is an absolute pleasure to meet you, the dentist will be seeing you shortly. I hope you do not mind if I sit in on your appointment this morning. (allow for response)
If you don’t mind me asking, how are you feeling this morning? (allow for pause and patient response)
Address the issues known:
I understand that many patients feel a little apprehensive about seeing a dentist (allow patient to add comment).
We are here to assure you that we strive to provide you with the best care possible and should you feel nervous or uncomfortable at any time, please do not hesitate to tell any of the staff on duty. We want to make your visit as pleasant and comfortable as possible. (allow patient to add comment)
There are quite a few coping mechanisms that different patients find useful when dealing with dental anxiety and I’d be happy to show you a leaflet and talk through them with you if that would be helpful to you?
Identify any additional issues:
I appreciate that we have discussed a few concerns today, was there anything else concerning you? or anything else that you would like to discuss?
If there was anything else related to your treatment you wanted to raise, I’m sure the dentist would be more than happy to speak to you about any concerns or queries.
Summary and plan going forward:
Thank you for taking the time to speak with me this morning. A member of staff will call you through shortly, but do let us know if there is anything you require in the meantime.