Asking Patients How They Prefer to Communicate

Start by asking, "How would you prefer us to communicate with you today?" This direct question is safer and more respectful than guessing from appearance, age, speech, hearing aids, or a note in the record. It also normalises communication support rather than presenting it as a favour.

Dental nurses can ask this when greeting the patient, taking medical history, preparing the surgery, or confirming the appointment. Preferences may vary by task - for example, a patient might lip-read routine instructions but need written aftercare, a quieter room for discussion, or a BSL interpreter for treatment options and consent.

Useful questions

• Would you like us to face you when speaking?
• Do you prefer speech, writing, BSL, captions, or another method?
• Would you like key points written down?
• Do you need an interpreter for this discussion?
• Is there anything that makes communication harder here?

Communication habits to avoid

• Calling the patient from behind or while walking away.
• Shouting, over-enunciating, or speaking very slowly.
• Covering your mouth, turning to the computer, or talking while masked when visibility matters.
• Assuming a relative should answer for the patient.

Recording communication preferences

The most important communication adjustment is often the simplest one: ask the patient what works for them, then make sure the answer follows them through the practice.