pen + OFA 5 Patient Relations LEARNING OBJECTIVES 1. Compare and contrast the humanistic theory according to Maslow and Rogers. Relate the theory to patient relation 2. List the different stages that present a positive image for the dental practice. 3. Describe the elements of a positive image and give examples. 4. Demonstrate different problem-solving techniques. 5. Examine different methods of providing outstanding customer service. Discuss team strategies and personal strateg for providing exceptional patient care. INTRODUCTION Patient relations involve empathy, understanding, concern, and warmth for each patient. These emotions can be dem strated in the way we communicate with patients, in the type of service we provide, in how members of the dental heal care team relate to each other, and in how problems are solved. Every aspect of the dental practice should be conduct with the understanding that the patient is "number one." EXERCISES 1. Match the following statements with the corresponding stage: a. Social media A. Investigation Stage b. Amount of information given B. Initial Contact Stage C. Confirmation of Initial Impression Stage C. Answers to questions match individual needs D. Final Decision Stage d. Appearance of the reception area e. Attitude and professionalism meet expectations f. Communication skills of the staff and dentist Financial arrangements meet needs g. h. How the telephone is answered i. Online Presence Office is easy to find J. K. Talking with friends 1. Time spent waiting Chapter 5 Patient R