Dental Tribune United Kingdom Edition

W orkplace commu- nication skills are quite possibly the most written about interper- sonal skill. The reason for this being that peoples’ sense of wellbeing is directly linked to the quality of their communi- cation with their colleagues. Many dental professionals recognise that top-down com- munication in dental teams frequently leaves a lot to be desired. In some cases this is due to the fact that im- plicit rules that have evolved over many years which set the tone of workplace communi- cations. Since the introduction of care quality standards, there is a requirement for practices to develop explicit communi- cation protocols characterised by clearly defined policies, procedures and protocols. The objective of these proto- cols is to provide a commu- nication framework that will ultimately equip dental teams to provide the highest pos- sible standard of dental care to patients. An important part of patient care is ensur- ing that patients have posi- tive experiences every time they contact the practice. These positive experiences in face-to-face interactions can stem from the warmth and friendliness shown by team and on a more formal basis the language and pro- tocols used in written com- munications. Most practices have established guidelines in place for face-to-face in- teractions, however many still need to put into place proto- cols and procedures to gov- ern the tone of the written word in the following formats; letters, notices and reports. Written communications can be effective communication channels, as long as they are constructed correctly and abide by the following guidelines: Letters Letters to patients should have a businesslike but ami- able tone. They should be con- cise and factually accurate. All references and details in the content of the letter should be checked and correspond- ence proof read before being sent out, as errors can cause confusion. Attention must be paid to the correct use of grammar, punctuation and paragraphs, with avoidance of the use of abbreviations, jargon, or colloquial lan- guage. Letters must be signed by the appropriate person eg a report will be signed by the dentist as verification of the information within. But a less formal letter to a pa- tient can be signed by an administrator. Presentation Letters must be produced on practice stationery. The layout The Patient Experience Glenys Bridges focuses on patient communication October 29 - November 4, 201214 Practice Management United Kingdom Edition14 Thursday 22nd, Friday 23rd and Saturday 24th November 2012 Manchester Central, Petersfield, Manchester M2 3GX “Cosmetic Interfaces: Bringing It All Together” The British Academy of Cosmetic Dentistry Ninth Annual Conference 2012 Featuring Dr Rafi Romano, Dr David Garber & Dr Maurice Salama ‘An important part of patient care is ensuring that pa- tients have positive experiences every time they contact the practice’