prepared to deal with these negative feelings and work to put the patient at ease. The Health Care Provider The second factor in the contact point is the health care provider. Your appearance, attitude, and behavior will  influence  the  patient’s  attitude  and  the  ultimate outcome   of   the   dental   visit.   You   must   always recognize your obligation to give the best care that you are capable of giving to every patient you see. This care must reflect a belief in the worth and dignity of every patient as a human being. Courteous, efficient, attention to detail, and conscientious service are the mark of an outstanding Dental Technician. Respect for patients’ right to privacy must always be honored, particularly when it involves privileged information to you. Such information should never be repeated to any unauthorized  person.   Your patients’ welfare is of the utmost  importance. Physical Spaces The third factor at the contact point is physical spaces of the dental clinic. Always keep all areas clean,   comfortable,   and   pleasantly   decorated. Reception  areas  should  be  supplied  with  current literature and recorded music or a television. This will help a patient to relax. RECORDS AND RECEPTION The records and reception area (front desk) is a vital part of the dental treatment facility. To a very large extent, this department is directly responsible for the  image  of  the  dental  service  provided.  It  can determine how the patients view the dental service, its personnel,  and  the  overall  clinic  operation.  First impressions are critically important, and it is in this area of the clinic that patients most often have initial contact,  either  in  person  or  by  telephone.  The  basic functions of this area are to receive patients, decide their   treatment   eligibility,   schedule   dental appointments, and prepare and keep dental records. COMMUNICATION Communication  skills  that  are  efficient  and effective is one of the most important parts of your job. You must be a good communicator with others. When communicating with patients, do not use technical terms, rather use simple laymen terms that the patient is familiar with and can understand. Avoid words that might upset or frighten the patient. The table below lists  words  to  avoid,  and  suggestions  for  more appropriate words. Spit Saliva, Remove fluid Shot Anesthetic Extract or Pull Pain or Hurt Remove Discomfort Tooth Filling Restoration Fake or False Teeth Suction Dentures Evacuate or Remove Drill Preparation Waiting Room or Lobby    Reception  Area Be an effective listener, allow the patient to explain the problem. Don’t jump to conclusions without examining all the facts. Take special care with patients who have hearing or speech disabilities. You should speak slowly, distinctly, and loud enough at the contact point to be heard easily. Eye contact is a must. If you are talking to a patient and looking at something else, this will relay to the patient that you are not giving them your attention in the communication. Body  Language Body  language  is  another  important  form  of communication. It is nonverbal, but still can send messages to the patient.    It  includes  how  you  carry yourself and move around the dental clinic. Gestures, facial expressions, posture, attitudes, and tone of your voice  reflect  your  body  language.  If  your  patient  is grasping the arms of the dental chair, this might be an indication that your patient may be tense. Facial expression, such as wincing of the eyes, are also indicators  that  your  patient  may  be  uncomfortable. When  treating  a  patient,  always  watch  for  body language and let the dental officer know if you see anything peculiar. You should also be aware of your own  body  language. In the dental operatory, your mouth will be covered with a face mask and the patient will not see any expression from your mouth. If all of a sudden, you open your eyes too wide, this might send a message  to  the  patient  that  something  is  wrong. Remember your patient usually is looking at you and the dentist when being treated. Pay attention to body language so you do not convey a negative reaction to your patient. 2-2