1. Essentials of Dental Radiography for Dental Assistants and Hygienists CHAPTER Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson NINTH EDITION Patient Relations and Education 12

2. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Objectives Define key words. Value the need for patient cooperation in producing quality radiographs. List the aspects of patient relations that help to gain confidence and cooperation. Explain how appearance and first impression affect patient relations.

3. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Objectives Identify five areas where the radiographer’s positive attitude will foster patient confidence. State examples of interpersonal skills that are used to communicate effectively. Explain the relationship between verbal and nonverbal communication.

4. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Objectives Give an example of a negative-sounding word that should be avoided when explaining the radiographic procedure. Explain the communication method show-tell-do and give three examples of when this method would be effective. State the two reasons patient education in radiography is valuable.

5. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Objectives Respond to a patient’s concern regarding unnecessary exposure to x-rays. Describe two methods by which the patient can be educated to appreciate the value of dental radiographs.

6. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Key Words Appearance Attitude Chairside manner Communication Empathy Frequently asked questions (FAQs)

7. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Key Words Interpersonal skills Nonverbal communication Patient education Patient relations Show-tell-do Verbal communication

8. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Introduction Effective communication is essential to producing quality radiographic images. The radiographic procedure requires that the patient understand and cooperate with the process. The radiographer must be able to communicate specific directions to ensure success of the procedure.

9. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Patient Relations Appearance Attitude Interpersonal skills –Empathy –Chairside manner

10. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Communication Honesty Verbal communication Nonverbal communication

11. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Box 12-1 Guidelines for Effective Communication

12. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Box 12-2 Guidelines for Communicating with Children

13. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Box 12-3 Guidelines for Communicating with the Elderly

14. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Box 12-4 Guidelines for Communicating with People of Different Cultures

15. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Patient Education Value of patient education Necessity for patient education Methods of patient education –Oral presentation –Printed literature

16. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Figure 12-1 Patient education The dental radiographer educates the patient on the value of radiographs.

17. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Figure 12-2 Incorporating digital radiographic images in patient education.

18. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Figure 12-3 Handheld viewer-enlarger is a helpful adjunct to patient education.

19. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Table 12-1 Web Site Resources for Patient Education Materials

20. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Frequently Asked Questions What are the benefits of dental x-rays? How often should x-rays be taken? Can I refuse dental x-rays and still be treated? What kind of radiographs does my dentist usually recommend? My dentist has prescribed a panoramic radiograph. What is that?

21. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Frequently Asked Questions Why do I need both types of radiographs? How is x-ray exposure measured? What effects can x-rays have on the body? How do dental x-rays compare to other sources of radiation? Why do you use a lead apron? Why does the radiographer leave the room when x-ray exposures are taken?

22. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Frequently Asked Questions If I am pregnant or think I may be pregnant, should dental x-ray exams be postponed? If I have had radiation therapy for cancer of the head or neck, should I avoid dental x-rays? Can dental x-rays cause skin cancer?

23. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Frequently Asked Questions What special precautions will you take to minimize the amount of radiation I receive? Who owns my dental radiographs? Should I have my previous radiographs sent to my new dentist?

24. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Review: Chapter Summary Effective communication is the key to producing quality radiographs. The radiographer must be a skilled communicator. Patient relations affect the confidence level of the patient and help the radiographer gain trust

25. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Review: Chapter Summary Honesty in verbal and nonverbal communication develops trust. Nonverbal is often stronger than verbal communication. Show-tell-do is an effective method especially when barriers to communication exist such as a language or cultural difference, a sensory impairment, or a cognitive impairment.

26. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Review: Chapter Summary Patient education is valuable in securing acceptance of treatment and in addressing concerns about the safety of the radiographic procedures. The entire dental team must be able to provide the patient with complete explanations regarding the need for radiographs.

27. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Recall: Study Questions General Chapter Review

28. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Reflect: Case Study A new patient to your practice has just been examined by the dentist, who has prescribed a set of vertical bitewings and a panoramic radiograph. You escort the patient to the x-ray room to prepare to expose the radiographs. At this time, the patient is having second thoughts about consenting to the radiographic surveys. She begins to question you about the procedure.

29. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Reflect: Case Study Respond to the questions listed below. Write out your answers. Together with a partner, role play this scenario. 1.“Why do I need x-rays?” 2.“Why do I have to have bitewings and a panoramic x-ray?” 3.“How often should I have x-rays taken? 4.“Are you going to take the x-rays, or will the dentist take them?”

30. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Reflect: Case Study Respond to the questions listed below. Write out your answers. Together with a partner, role play this scenario. 1.“I’m a little nervous about having this done.” “How long will it take?” 2.“What will you do to protect me from excessive exposure?”

31. Copyright ©2012 by Pearson Education, Inc. All rights reserved. Essentials of Dental Radiography for Dental Assistants and Hygienists, Ninth Edition Evelyn M. Thomson Orlen N. Johnson Relate: Laboratory Application Proceed to Chapter 12, Laboratory Application, to complete this activity.