Dental professionals want the best for their patients – it’s a source of great pride for many that their work does so much to improve people’s lives. Clinicians know that their patients benefit from having their full attention, and they work hard to maintain a good rapport to promote the most excellent care possible.
Recent research, as well as anecdotal reports, describe patients continuing to experience higher levels of anxiety about dental visits since the pandemic.[i] Now more than ever, patients may be suffering from complex needs that require time and attentiveness to unpack. If their dental ailment is related to mental illness, patient anxiety can be particularly intense.[ii] General levels of social anxiety have increased in recent years, affecting core communication skills. Changes in habits and culture around interaction since the pandemic has led to many people finding in-person communication more socially threatening. [iii]
Social anxiety may lead to mistrust, and may influence a patient’s levels of frustration if they struggle to articulate their needs. Some patients may have some difficulty in understanding the wider context of ongoing pressures on dentistry. Anger and irritability can be misdirected, and practitioners can suffer. In extreme cases this makes building an effective clinician/patient relationship impossible. In a 2023 Dental Protection survey of over 1,300 UK dental professionals, 57 per cent said they had experienced or witnessed verbal or physical abuse from patients or their relatives.[iv]
The importance of rapport in the dental healthcare profession
Rapport relates to a collaborative approach between a patient and clinician. It is characterised by an assumption of equality rather than authority. Effective rapport has been shown to improve patient compliance with treatment, clinical outcomes and patient satisfaction.[v] Relationship and rapport-building is a vital part of addressing anxiety, and is key in promoting a mutually positive experience which emotionally benefits both clinician and patient.[vi]
Accurate assessment of the care needs of an individual entails having the skills as well as the mental and physical capacity to listen. Often dental professionals will require input from patients’ families or carers to deliver the best support. Clinicians may well need to recognise emotional cues and exercise empathy in order to negotiate self-care management, recommend behaviours, or explain effective application of certain treatments.[vii]
Communication doesn’t always have to be lengthy to be useful, but sometimes getting to grips with the nuances of issues around care does take time. Noncompliance with recommended care is very common, especially in patients experiencing chronic conditions affecting their mental, neurological and overall physical health. It can take time to build trust, and explain the whys and wherefores of some treatments. Educating some patients and families on optimal care can require patience and empathy.
Strategies for better results
Developing a rapport can remind patients that dental professionals are human too. Dentists have also felt the pressures of adapting to the complexities of post-COVID life. A recent survey showed that 68% of dental professionals surveyed felt that their stress and anxiety levels had increased since the pandemic.[viii]
Building trust is difficult if you’re stressed yourself. You might be genuinely friendly and love working with patients, but if you’re feeling anxious, it can be hard to hide, and the burden of masking symptoms of mental ill-health just adds to stress.[ix] Many practitioners feel time-pressured, and feel overwhelmed by their workload, which not only impacts on interaction with patients, it also affects clinical outcomes.[x]
It’s a cliché, but often said that people take better care of others when they have cared for themselves. The evidence to back this up is clear. Clinician stress is linked with mistakes or tentativeness around patient care. Conversely, professionals who feel more mentally resilient to stressors are more able to relate to others, and are effective in the care of patients.[xi]
Operational efficiency and patient care
With some stressors, a practical problem-solving approach can be useful. If clinicians are overwhelmed with paperwork, they have less time for observation and communication. Patient notes are an essential element of care, and keeping accurate as well as detailed records is a key ingredient in developing a trusting relationship, as well as a collaborative approach to treatment.[xii]
It’s an exciting time for systems that streamline processes. Kiroku is a great example of a system powered by AI to simplify paperwork, enabling clinicians to spend more of their valuable time interacting with patients. Kiroku’s intuitive, and highly intelligent system means it learns as you work, and enables clinicians to complete notes 60% faster. Built by dentists, Kiroku is focused on genuine time-saving strategies within clinical conditions. Kiroku Docs translates your notes into any number of customisable documents – including letters, referrals and consent forms – all at the touch of a button. Document templates can be configured to convert complex clinical notes into patient-friendly information and instructions as easily as it converts notes into relevant information for specialists or insurers.
Providing the best ongoing care for patients, whatever the circumstances, is a matter of professional pride for clinicians. Streamlining processes, taking back time to look after your patients as well as yourself, really is good for everybody.
To find out more about Kiroku, or to start your free trial, please visit trykiroku.com
[i] Kankaala T, Rajavaara P, Kestilä M, Väisänen M, Vähänikkilä, H, Laitala ML. Methods Helping Dentists to Detect Dental Fear, International Dental Journal, Volume 73, Issue 2, 2023, Pages 228-234,
[ii] https://www.psychiatry.org/news-room/apa-blogs/how-dental-health-and-mental-health-are-connected#:~:text=Many%20people%2C%20including%20people%20with,mental%20health%20conditions%20more%20difficult.
[iii] Kindred R, Bates GW. The Influence of the COVID-19 Pandemic on Social Anxiety: A Systematic Review. International Journal of Environmental Research and Public Health. 2023; 20(3):2362. https://doi.org/10.3390/ijerph20032362
[iv] Frustration over access to dental care fuelling abuse against dental professionals, says survey. The Dentist. Available at: https://www.the-dentist.co.uk/content/news/frustration-over-access-to-dental-care-fuelling-abuse-against-dental-professionals-says-survey/ August 2023. Accessed February 2024.
[v] Butt MF. Approaches to building rapport with patients. Clin Med (Lond). 2021 Nov;21(6):e662-e663. doi: 10.7861/clinmed.2021-0264. Epub 2021 Oct 12. PMID: 34642167; PMCID: PMC8806294.
[vi] Appukuttan DP. Strategies to manage patients with dental anxiety and dental phobia: literature review. Clin Cosmet Investig Dent. 2016 Mar 10;8:35-50. doi: 10.2147/CCIDE.S63626. PMID: 27022303; PMCID: PMC4790493.
[vii] Rubinelli S, Myers K, Rosenbaum M, Davis D. Implications of the current COVID-19 pandemic for communication in healthcare. Patient Educ Couns. 2020 Jun;103(6):1067-1069. doi: 10.1016/j.pec.2020.04.021. PMID: 32451002; PMCID: PMC7243771.
[viii] Pugh, H. Mental health and wellbeing in dentistry. General Dental Council. Available at: https://www.gdc-uk.org/news-blogs/blog/detail/blogs/2020/09/17/mental-health-and-wellbeing-in-dentistry September 2020. Accessed February 2024
[ix] Marschall, A. What is Masking in Mental Health? Available at: https://www.verywellmind.com/what-is-masking-in-mental-health-6944532 December 2022. Accessed February 2024
[x] Plessas A, Nasser M, Hanoch Y, O’Brien T, Bernardes Delgado M, Moles D. Impact of time pressure on dentists’ diagnostic performance. J Dent. 2019 Mar;82:38-44. doi: 10.1016/j.jdent.2019.01.011. Epub 2019 Jan 31. PMID: 30711602.
[xi] National Academy of Medicine. Taking Action Against Clinician Burnout: A Systems Approach to Professional Well-Being. Washington DC. USA. National Academies Press; 2019
[xii] Mathioudakis A, Rousalova I, Gagnat AA, Saad N, Hardavella G. How to keep good clinical records. Breathe (Sheff). 2016 Dec;12(4):369-373. doi: 10.1183/20734735.018016. PMID: 28210323; PMCID: PMC5297955.
