PM-6 Using a Team Approach to Manage Difficult Patients
CE Hours: 1.5
Description: Participants will gain knowledge on concrete ways to engage the entire team in improving the patient experience particularly with patients who present with distress, pain, anxiety and/or previous traumatic dental experiences. The content describes the specific behaviors required for exceptional communication with patients. The behaviors are evidence-based and follow the flow of the appointment beginning with scheduling, through clinical treatment and post operative care. Examples include building skills to make the connection and engage patients, ways to listen carefully, tools on how to deescalate difficult situations and specific tactics for explaining things in a way that is easily understood.
Learning Objectives:
- Explain best practice behaviors that can improve both the team and patient experience
- Identify previous patient experiences that cause the most difficulty and/or distress for our patients
- Recognize opportunities to show compassion during patient interactions
Key:
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Nadine Bondhus, LDA
Nadine Bondhus LDA, Director of Patient Experience, Operative Program Lead Dedicated to creating a world class culture of excellence in patient experience, Nadine Bondhus brings over 32 years of knowledge and enthusiasm in the dental field in her role as Director of Patient Experience at Park Dental and The Dental Specialists. Nadine began her career with Park Dental as a Certified and Registered Dental Assistant and through the years served in many key roles including mentoring, recruiting, training, continuing education coordinator and facilitator of many clinical and operational workgroups. She has served on the advisory boards for Hennepin Technical College’s Dental Assisting Program and Argosy University’s Dental Hygiene program. Nadine has presented on numerous occasions to dental assistant and dental hygiene students throughout the states of Minnesota, Wisconsin and North Dakota. In her current role, Nadine is responsible for the planning and execution of the patient satisfaction initiatives as well as overseeing all operative program improvement initiatives for Park Dental and The Dental Specialists. She is continually evaluating and implementing new service excellence programs that align with the group’s vision for growth and for meeting patient experience goals… We will provide the best patient experience- every time.
Speaker Disclosure
I declare that I have no proprietary, financial, or other personal interest of any nature or kind in any product, service, course, and/or company, or in any firm beneficially associated therewith, that will be discussed or considered during the proposed presentation.
