3 Communication Techniques for Discussing Treatment Plans With Hesitant Patients

As an orthodontic specialist, I have found that every treatment planning discussion is about education. When patients hesitate about recommended procedures, I realize that in most cases, it means we haven't fully addressed all the patients' questions or concerns. By educating patients, they remain the heroes of their healthcare journeys, with us professionals acting as the guides and consultants in the decision-making process. I find that trust comes not from accolades on the wall, but from demonstrating the well-intentioned application of actionable and personalized knowledge to the patient's condition. My priority is always to listen. By asking open-ended questions and allowing patients to voice their priorities and concerns, patients can direct their own care while maintaining self-respect. Instead of using technical terms, use simple language. I believe that if a professional can't explain a subject so simply that a third-grader can understand it, then the professional doesn't really comprehend the subject well enough themselves.

Once education has been absorbed, the patient can more easily analyze their situation and create a more informed perspective. I explain the process in simple language, short animated videos, and other visuals for more efficient communication. Before-and-after photos, study models, and allowing them to touch and feel different brackets or aligner options help them comprehend better than any verbal explanation.

Of course, making a positive connection with the patient and demonstrating genuine care is also important for this education and information to be absorbed. Making a positive connection is not always easy when we are rushed, stressed, or distracted, but the effort goes a long way. However, simple empathic affirmations like, "Yeah, I get it, I felt that way too when I had braces," or "Many patients share the same concerns you have," immediately build reassurance. I also address financial and lifestyle concerns by discussing alternative options, which shows patients we listen to their non-dental priorities.

Orthodontic treatment is a team sport in which we are guides. Our goal is to empower patients to be the protagonists of their personalized journey through effective patient education and trust built on empathetic listening.

From my experience, most patients who are hesitant about a particular treatment or procedure don't fully understand it. What I do is take my time to explain the procedure thoroughly, including the pros and cons. I had a patient who refused a manual vacuum aspiration because she read online that it involved a "needle." I explained the process to her and showed her that it was blunt equipment. She initially thought it was a sharp needle, and after my explanation, she agreed. I've encountered many similar cases, and one thing that works well is a clear explanation. If they still don't agree, I offer a better alternative.

Hello, my name is Dr. Carolina Estevez, Psy.D. I am a Psychologist at Soba of New Jersey. We would like to contribute to your article! Here are the links to our website, staff page and my LinkedIn.

https://www.sobanewjersey.com/

https://www.sobanewjersey.com/our-team/

https://www.linkedin.com/in/carolina-estevez-218062177

Here are our answers and responses to your query:

Patients hesitant about recommended procedures are often just concerned about their health. It's important to start with open and validating statements and reassure them that many people feel uneasy or unsure about procedures. Eliciting goals and decision materials are helpful to understand the patient's thought process to find out what matters most, whether that be instant relief now, avoiding surgery, cost, recovery time, or long-term durability.

Engaging conversations about these concerns that include questions, procedural details, benefits, risks, and common statistics can gauge how the patient is understanding and feeling about the procedure. Teach-back is an effective method where the patient reports back and summarizes what you described to ensure you explained the procedure well and that the patient understood what you said. This helps to further identify their gaps in understanding and comfort, where you can respond with short, comforting answers.

This also allows space for specific barriers to be addressed, such as specific counseling with people involved in the procedure, timing and logistics, cost and even welcoming second opinions to offer decision aids. It can also help to draft a time-bound plan, and if the patient is still hesitant, we can say something like: "Let's pause. I'll send a one-page summary and a decision aid. How about we check in on Tuesday?"

If the patient is comfortable and would like to proceed, we can then draft an "If/Then" plan, for example "If pain >7 after day 3, then call XXX-XXX-XXXX..." and provide them with a simple red-flag list. Taken together, this approach can help capture the patient's values, options, concerns, and craft a plan they are comfortable to proceed with.