How to communicate with patients in a dental setting. The language and skills required to communicate with patients in a dental clinic. Staff sometime struggle with effective communication. This powerpoint helps staff to acquire the requisite skills to develop their communication skills. Skills such as speaking, telephone skills, email writing and business letters are covered here. Useful phrases while communicating with patients and staff have been touched upon.
5. Making an Appointment
Role Play: Making a Doctor's Appointment
Receptionist/Assistant: Good Morning, Oman Dental College. How may I
help you?
Patient: Hello, I’d like to make an appointment to see a dentist/Dr. XXXXX,
please.
Receptionist/Assistant: Have you been here before/seen Dr. XXX before?
Patient: Yes, I have. I had an appointment last year./ No, I haven’t.
Receptionist/Assistant: Fine, what is your name/telephone number?
Assistant: Amal Abdullah
Receptionist/Assistant: Thank you, Amal, let me pull up your file …. Ok,
I’ve located your information. What’s the reason for your making an
appointment?
Patient: I have a toothache since the past few days.
6. Receptionist/Assistant: Do you need urgent care?
Patient: No, not necessarily, but I’d like to see the doctor soon.
Receptionist/Assistant: Of course, how about next Monday? There’s a slot
available at 10 in the morning.
Patient: I’m afraid I can’t make it at 10. Is there anything available after 1:00?
Receptionist/Assistant: Let me see. Not on Monday, but we have an
opening at 2:30 next Wednesday. Would that suit you?
Patient: Yes, that sounds great, thank you.
Receptionist/Assistant: All right, I’ll pencil you in for 2:30 next Wednesday.
Patient: Thank you for your help.
Receptionist/Assistant: You’re welcome. We’ll see you next week. Goodbye.
Patient: Goodbye.
7. Not feeling very well: feel ill or sick
Urgent care: similar to an emergency, but for everyday problems
A slot: an available time to make an appointment
Is there anything open?: used to check if there is an available time for an
appointment
Pencil someone in: to schedule an appointment
8. True or False?
Decide whether the following statements are true or false:
1. Amal has never see the doctor before.
2. Amal had some treatment done last year.
3. The receptionist/assistant already has the file open.
4. Amal is feeling fine these days.
5. Amal needs urgent care.
6. She can’t come in for a morning appointment.
7. Amal schedules an appointment for next week.
11. Checking-In With the Dental Receptionist
Sam: Good morning. I have an appointment with Dr.
Peterson at 10.30.
Receptionist: Good morning, can I have your name,
please?
Sam: Yes, it's Sam Waters.
Receptionist: Yes, Mr. Waters. Is this the first time you've
seen Dr. Peterson?
Sam: No, I had my teeth cleaned and checked last year.
Receptionist: OK, just a moment, I'll get your chart.
12. Checking-In With the Dental Receptionist
Receptionist: Have you had any other dental work done
during the past year?
Sam: No, I haven’t.
Receptionist: Have you flossed regularly?
Sam: Of course! I floss twice a day.
Receptionist: I see you have a few fillings. Have you had
any trouble with them?
Sam: No, I don't think so. Oh, I changed my insurance.
Here's my new provider card.
13. Checking-In With the Dental Receptionist
Receptionist: Thank you. Is there anything in particular
you'd like the dentist to check today?
Sam: Well, yes. I've been having some gum pain recently.
Receptionist: Alright, I'll make a note of that.
Sam: ... and I'd like to have my teeth cleaned as well.
Receptionist: Of course, Mr. Waters, that'll be part of
today's dental hygiene.
Sam: Oh, yes, of course. Will I have x-rays taken?
14. Checking-In With the Dental Receptionist
Receptionist: Yes, the dentist likes to take x-rays every
year. However, if you'd prefer not to have x-rays, you can
opt out.
Sam: No, that's alright. I'd like to make sure everything is
OK.
Receptionist: Great. Please have a seat and the Dr.
Peterson will be with you
15. After the Appointment
Receptionist: We'll need to schedule an appointment to
come in for the fillings you need?
Sam: OK. Do you have any openings next week?
Receptionist: Let's see... How about next Thursday
morning?
Sam: I'm afraid I have a meeting.
Receptionist: How about two weeks from today?
Sam: Yes, that sounds good. What time?
16. After the Appointment
Receptionist: Can you come at 10 o'clock in the morning?
Sam: Yes. Let's do that.
Receptionist: Perfect, we'll see you on Tuesday, March
10th at 10 o'clock.
Sam: Thank you.
17. Dental procedures and treatments
There are a wide variety of regular and specialised dental treatment
vocabulary.
Word or phrase Definition
filling
A protective material like gold, porcelain, or composite
resin is used to fill a tooth cavity or repair cracked or
broken teeth
flossing
Cleaning between your teeth using a thin thread, which
is called a dental floss (usually also done at home)
mouthwash A liquid used for rinsing the mouth
whitening Bleaching teeth to make them look whiter
18. Dental procedures and treatments
There are a wide variety of regular and specialised dental treatment
vocabulary.
Word or phrase Definition
braces
Metal or plastic wires that are attached to the teeth to push
them into the correct position
dentures A removable replacement for missing teeth
extract To remove a tooth
implant
A small titanium fixture that replaces the root portion of a
missing tooth
crown A material used to cover a damaged tooth
19. Dental procedures and treatments
There are a wide variety of regular and specialised dental treatment
vocabulary.
Word or phrase Definition
anesthesia
A medication injected to help lessen the pain and discomfort
during a dental procedure
dental x-ray
Pictures of teeth and gums that show a dentist if there are
cavities, gum disease, or other dental problems
dental check-up
A routine examination of the teeth to make sure they are
healthy
teeth cleaning
(Usually) twice per year procedures used to clean the gums
and teeth in order to promote general teeth health
20. References
(1) Beare, K. English for Medical Purposes - Making a
Doctor's Appointment (2018). Available at
https://www.thoughtco.com/making-a-doctors-appointment-
1210351 (Accessed on 22 May 2022)
(2) Beare, K. English for Medical Purposes - Making a
Doctor's Appointment (2020). Available at
https://www.thoughtco.com/dental-receptionist-dialogue-
1210352 (Accessed on 22 May 2022)
(3) Stein, A. English vocabulary for going to the dentist
(2021). Available at https://blog.lingoda.com/en/english-
vocabulary-for-going-to-the-dentist/ (Accessed on 25 May
2022)
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