Step 1 is an open conversation with the patient about what has stopped them attending the dentist in the past.
Many patients have more than one barrier, and they often begin with the one that feels easiest to talk about.
Your role at this stage is to:
- Be curious and listen
- Use open questions
- Build rapport
- Allow the patient to tell their story
This is not about fixing problems or offering solutions.
Acknowledge what the patient shares, and only explore further if they seem comfortable doing so.
Linda is a pensioner and hasn’t been to a dentist for many years. She says she just doesn’t go when she doesn’t have a problem. She says: “if I need to go, I will, but if I don’t feel the need to go, I won’t”. However, when given the opportunity to speak further, Linda reveals that she has no idea of what the costs of dental treatments are, and she worries about that because she is on a pension and money is tight.