As a registered dental hygienist with fourteen years of experience, one of the most fulfilling and rewarding aspects of my career is the relationships that I have built with my patients and their families. Not only do I have the privilege of following a patient’s journey to improving their oral health, but I also get to know them on a more personal level. And here’s a bonus: maintaining strong and long-lasting relationships has been key to keeping my hygiene schedule full.
Over the past decade, I have learned a few strategies that have helped me build and maintain these connections. Here are ten strategies that might work for you, too:
1. Greet patients with a warm welcome
First impressions are generally formed within the first seven seconds of meeting someone. A confident and friendly introduction sets the tone for a pleasant appointment and can make your patient feel that they are more than just a number in your clinic. If possible, have a patient’s photo attached to their patient file (in our clinic, we typically take one during the first patient exam) so you can refer to it for future appointments. It’s a small touch that makes a big difference.
2. Respect their time
Dental hygiene appointments often feel like a race against the clock—turning over operatories, waiting for the dentist to finish the exam, and completing your own treatment. But it is important to stay punctual as much as possible. If you are running behind, advise your receptionist right away so they can let the patient know and apologize for the delay. In our eight-operatory clinic, we use an instant messenger app on our computer desktop to reach our receptionists (and each other) quickly. If we respect our patients’ time, we can expect the same in return.
3. Validate their concerns and fears
Dental anxiety is more common than we realize. It is essential to validate your patient’s concerns and offer ways to alleviate their fears. I once worked in a dental clinic that provided a “comfort menu” at the start of each appointment. It included options like a heated neck pillow, headphones for the overhead TV, and calming music in the background. For more anxious patients, offering solutions like nitrous oxide sedation or local anesthetic for pain reduction can help them feel more in control and comfortable during the dental hygiene procedure.
4. Customize oral health instruction to fit the patient’s needs
As dental hygienists, we often fall into the habit of giving conventional advice—brush twice a day and floss once daily. But every patient is unique, and their needs should be too. Perhaps your patient may benefit from a demonstration on how to use an electric toothbrush properly or a more thorough review of their medical history to see if a referral to a dietician would be beneficial. By tailoring your advice and collaborating with other healthcare practitioners when necessary, you show that your approach is not “one size fits all” and that you are committed to their overall health.
5. Show compassion and offer non-judgmental support
Sometimes patients will open up about personal struggles—like a mental health issue or financial difficulties—that have affected their oral health. Approach these situations with compassion and without judgment. Offering a listening ear and providing support for their circumstances can strengthen your relationship and create a sense of trust. Remember, it’s not just about their teeth—it’s about them as a whole person.
6. Keep a calm demeanour
Patients can sense when a hygienist is stressed and rushed. Using a calm voice and maintaining slow, deliberate movements can help put them at ease. A relaxed patient is more likely to feel comfortable under your care. One of my favourite sayings is, “Breathe through your nose and wiggle your toes.” I find this tactic very useful especially when I am administering local anesthetic or taking radiographs on someone with a sensitive gag reflex.
7. Be transparent about treatment costs and options
With the rising cost of living, dental treatment can pose a significant strain on a lot of families. Though hygiene treatment should always be based on clinical assessment rather than a patient’s insurance limitations, it is helpful to collaborate with a patient to find a solution that fits their budget. Discussing options (for example: implants, bridges or dentures to replace missing teeth) and explaining their pros and cons can help them make a more informed decision and feel more comfortable with the financial aspect of their dental care.
8. Explain procedures clearly and simply
As dental professionals, we are guilty of using dental jargon in our daily vernacular—bitewings and prophy, anyone? Explaining dental procedures to patients in layperson’s terms can help them understand what is going on and lessen the fear of the unknown of dental hygiene appointments. Consent is also crucial here. The more patients understand, the better they are equipped to give consent or decline certain treatments.
9. Follow up after a procedure
Let’s face it: dentistry is a business where customer service is paramount. What might set you apart from another clinician is going above and beyond for a patient who perhaps had a difficult or long appointment in your practice. A short phone call or email to a patient to check in with how they are feeling might just gain you a lifelong patient and a 5-star review on Google!
10. Offer encouragement and positive reinforcement
For returning patients on a recall interval, focusing on their progress rather than what they might have missed creates a positive impact on their dental experience. Instead of pointing out that their gums are bleeding again, praise them for their efforts of flossing more often. Encourage bite-sized and feasible goals. Making it a goal of flossing once a week is more realistic than expecting daily perfection. Over time those little wins add up, and you can always move the goalpost further in future appointments.
By incorporating these strategies into your daily practice, you’ll build stronger, more lasting relationships with your patients. A positive, compassionate approach not only improves patient care but also helps ensure that they continue to trust you with their dental health for years to come.
About the author
Marguerite Maslo, DipDH, BSc, RDH, has over a decade of clinical experience and currently practices in a general practice office in Edmonton, Alberta, Canada. She has taught the local anesthesia module for dental hygienists at the University of Alberta and graduated with a Diploma of Dental Hygiene in 2011 and a Bachelor of Science in Dental Hygiene from the University of Alberta in 2012. Outside of her professional work, Marguerite is passionate about traveling and volunteering. In 2018, she participated in a dental mission to Cotacachi, Ecuador, with a local charitable organization.
