Building trust through talk: A communication refresher for dental teams

Clinical expertise alone doesn’t guarantee patient satisfaction or successful treatment. High-quality dental care requires strong communication between dentists and patients. When communication is clear, compassionate and consistent, patients can feel empowered to make informed decisions about their oral health, which can help lead to better outcomes.

Effective communication is more than exchanging information. It helps build trust, reduce anxiety and foster a collaborative environment. Research shows patients who feel understood are more likely to adhere to treatment plans, return for follow-up care and refer others to the practice.

Communication strategies that can make a difference

Dentists and their teams can help elevate patient experiences by:

• Using plain language: Avoid jargon and explain procedures, options and costs in terms patients can understand
• Active listening: Make time to hear patients’ concerns before offering advice
• Showing empathy: Acknowledge patients’ emotions and circumstances 
• Engaging visually: Use diagrams, models or printed materials to reinforce understanding 
• Encouraging questions: Create space for dialogue and clarify misunderstandings 
• Respecting patient autonomy: Present treatment options thoroughly and support informed consent 
• Being mindful of body language: Eye contact, posture and facial expressions contribute to a sense of care and attentiveness

Teamwide communication matters

Front desk staff and assistants shape the patient experience just as much as clinicians. A unified approach ensures consistency and care across every touchpoint.

To strengthen team communication:

• Hold regular meetings to share feedback and challenges
• Set improvement goals based on patient input
• Offer training and cross-training to build confidence
• Use systems that guide consistent messaging
• Align expectations with roles and reviews

Effective communication can build loyalty, reduce complaints and elevate care. In a patient-centered world, connection is as vital as competence.