When Patients Cause Distress to Staff

When Patients Cause Distress to Staff supports meeting I 1.5. For dental nurses this includes recognising when patients' behaviour affects colleagues and escalating aggression, harassment or repeated distress appropriately.

Communication in dental nursing directly affects patient safety. It supports valid consent, preserves dignity, reassures patients, creates accurate records, enables effective handover, and prompts prevention or escalation when needed.

In everyday practice this appears in simple moments: a patient who seems uncertain, a receptionist asking for guidance, a dentist working quickly, a trainee seeking feedback, a message sent electronically, a handover, or a colleague unsure about raising a concern. Interpersonal skill is the ability to respond with care, clear judgement and professional standards.

Practical markers

• Notice: what the patient, colleague, situation or system is communicating.
• Choose: a communication method, team route or escalation step that fits the context.
• Respect: role boundaries, confidentiality, dignity, cultural needs and emotional impact.
• Check: understanding, responsibility, handover and whether the next person has the information they need.
• Follow up: through records, feedback, supervision, team discussion or concern-raising where needed.

Useful language can be simple: "Can I check how the patient would prefer us to explain this before we continue?" The wording is calm and professional and gives the team a clear reason to pause, clarify or escalate.

SPF behaviour links

Spoken, written and electronic communication with dental and wider healthcare colleagues helps dental nurses protect patient dignity, team trust and safe care.