Supporting the Dentist During Difficult Conversations

When the dentist is delivering bad news, the dental nurse shapes the atmosphere. Your facial expression, body language, record keeping and timing can steady the conversation or increase the patient's distress. Calm support is active, skilled professional work.

Try to remain neutral and attentive, even if the finding surprises you. Avoid whispering, wide-eyed reactions or side comments. If you need to make notes, do so discreetly. If the patient seems confused, distressed or overloaded, you can create a pause by saying, "Would it help to give the patient a moment?" or "Would you like me to get the leaflet before we go through the next steps?"

What dental nurses can safely support

• Helping the dentist check what the patient already understands.
• Ensuring the patient has an opportunity to ask questions.
• Providing written information selected or approved by the dentist.
• Arranging appointments, referrals, estimates or follow-up calls as directed.
• Noticing when a patient is too distressed to absorb more information.
• Raising practical concerns with the dentist before the patient leaves.

Patients often direct follow-up questions to the dental nurse because you can feel more approachable. You may answer practical questions about appointment times, referral paperwork, who will contact them or how to reach the practice. Clinical questions should be referred back to the dentist. This is appropriate professional boundary-setting, not a weakness.

Consent and understanding

A dental nurse does not need to take over the conversation to improve it. Often the safest contribution is to create a pause, notice confusion and bring the dentist back in.