How a Dental Assistant Should Approach an Upset Patient

Clenched fists, furrowed brows, tense shoulders, and loud exaggerated breaths…your patient is clearly upset, and the dentist hasn’t even entered the room. What should you do?

If a patient gets upset during a dental appointment, you should remain calm and empathetic towards the patient. It is essential to remember that many people feel anxious or fearful during dental procedures.  Dental assistants play a crucial role in calming the mental state of the patient by helping the patient feel more comfortable.

The first thing you should do is identify the issue. Ask the patient about the reason for their upset. Listen without interruption to the patient's concerns and ask clarifying questions if necessary. Let them know that their feelings are valid and reassure them that you will do everything possible to make them feel more comfortable. You can also offer physical support by holding the patient's hand or offering a tissue to wipe away tears. Always reassure the patient of their importance to you and make certain you demonstrate respect for the patient.

If there are alternative treatment options, explain them to the patient. Offer solutions that address their concerns and help to alleviate their anxiety. Sometimes, distracting the patient can help them relax and feel more comfortable. You can talk to the patient about a topic that interests them, play music, or offer them a magazine to read.

If there has been a mistake or miscommunication, apologize to the patient. This can go a long way in defusing their irritation. If the patient's upset is related to the procedure, you can involve the dentist to explain the procedure and address the patient's concerns.

Do not take it personally. Handling an upset dental patient requires patience, empathy, and effective communication. It is essential to remain calm and composed, even if the patient is agitated or rude. Watch your body language as well; rolling your eyes, crossing your arms, or standing with your hands on your hips may escalate the situation.

If by rare chance the patient's upset continues, you can check with the dentist to consider rescheduling the appointment to a time when the patient feels more comfortable. Most patients will stop at a verbal attack; but if you feel physically threatened, do not hesitate to call for help from other staff members or the dentist.