Top Strategies for Handling Difficult Situations as a Dental Nurse-
From the dairies of an agency dental nurse:
Handling Difficult Situations- Medical emergencies
Although not so common in the dental practice, we can all relate to the nervous feelings that arise at the thought of handling these difficult situations as a dental nurse. We update our knowledge and skills annually, so, should we face an emergency we can manage them or provide support appropriately. Working within a team, when a medical emergency arises can be extremely beneficial and helps ease those nerves; sharing the event with people that you have worked with before and therefore know can be reassuring. However, for agency dental nurses this isn’t the case, which can make the situation that little more stressful. So, what can you do about it?
Rely on your knowledge, you complete training on this topic annually, for this exact reason. This will give you a boost of confidence and also reassure the other members of the team, who will also be feeling the same was as you. Make sure that you take part in regular hands-on training as well as theory courses, practical training is always beneficial and gives you hands on experience, making sure that you are able to do it properly should the need arise.
In every practice you will work in, the manager or one of the team members will show you where the medical emergency equipment is. Make sure that you are aware of its location in the place you are working in.
Gossip
People are always curious about agency nurses, often asking me where I've been and if I have any interesting stories or experiences beyond the usual day-to-day. Visiting so many different practices each week, we inevitably see and hear a lot of things daily, some more sensitive than others. It is always best to stay out of anything that doesn’t concern you and that applies to passing on any information as well.
Always best to act with integrity at all times, this includes keeping all information that you hear confidential. Dentistry is a small world and you’ll be surprised how fast news travels. Everyone seems to know everyone as well and passing on wrong information will just land you in trouble. If you feel uncomfortable being asked questions, it’s best to let the other person know rather than giving in. At Cavity you have the support of a Regional Manager and so if in doubt always contact them and ask for their advice.
Complex medical histories
Treating patients with disabilities for example can be rewarding but can also come with difficulties as we strive to keep them comfortable and safe. Working in a new team means that you may not be aware of the other persons experience, skills, strength or weaknesses.
How best to handle this difficult situation as a dental nurse? Communication, communication, communication! Make sure that you talk to your clinician and find out what their experience is and whether they have a way of managing such appointments, this will allow you to go into the appointment a little bit more prepared. If you are in doubt about something, it is always best to ask first instead of just doing something. As the day goes on, you and the clinician will settle into a working pattern, and it will seem like you’ve always worked together.
Nervous patients
These patients can also pose difficulties in terms of appointment management and dental treatment. Nervous patients may hesitate and become jumpy, causing their treatment to take longer. They might be surprised to see you instead of their usual dental nurse, and this may be reflected in their demeanour.
Remember your core compassion and empathy skills. Nervous patients respond much better to people that are patient and understanding with them, show them that you are trying to understand them and that you are ready support them throughout the appointment. This can be by simply listening to them, not rushing them, not judging them, or simply holding their hand.
Increase your knowledge through CPD when necessary. If you feel that you can improve in an area, it’s always a good idea to act on it. There are plenty of resources out there to give you useful information on what to expect and how to manage nervous patients.
Aggressive patients
Anxiety in patients can be a big source of stress, which may lead to behaving in ways that are out of character. They may become defensive, refuse to talk or share very much or even aggressive in some cases. This is common in dentistry and most commonly occurs when patients are afraid of the unknown or expected pain. It is natural to want to protect ourselves from “danger” and for many, the sight of dental instruments or the sound of the drill can trigger a great deal of fear.
A few things to keep in mind if you find yourself with an aggressive patient:
Inform the patient that aggressive behaviour will not be tolerated:
This is a difficult one but important to remember. We do not have to tolerate aggressive behaviour and consequences could be dismissal from the Practice’s patient list or contacting the Police.
Arrange a private space for discussion as the first step in such an event:
Ensure the conversation takes place in a private area where other patients or staff members cannot overhear.
Do not compete with the patient:
This is probably the worst thing you can do in this situation; the aim is to reduce tension. Even if you think that the patient might be in the wrong never raise your voice, speak over them or rush them, it is unprofessional and unproductive.
Offer an apology:
Patients will appreciate it and you will see the tension reducing. Whilst this may not be appropriate in every case, it is a good idea to keep it at the back of your mind and use it if you feel it could diffuse a situation.
Maintain calm:
Staying calm will help diffuse the situation and allow you to focus on what the patient is saying.
Listen to their complaint:
Communication is the most important skill in managing complaints and good listening skills are vital. Most of the time patients want to know that their complaints have been heard so paying attention and trying to understand them could lead to a more favourable outcome.
Offer appropriate solutions:
actively listening and analysing the situation can help us come up with practical solutions. This shows respect for our patients, commitment to their care and it could help to resolve the issue.
Ask if they have any remaining questions or if there is anything else that they may need help with this shows interest in helping them and ensuring that they are happy with the outcome. All these help us build trust with our patients.
Left-handed clinicians
There are not many left handers that you will meet in dentistry but there will always be some and when this happens, it can really throw you off balance - your position around the patient and how to get access to the cabinets in some places. Some left-handed clinicians will prefer to work with the dental bracket changed to the left side whilst others will keep it to the same location as for a right-handed operator, it's all down to preference, experience and training to some extent. Your vision may get obstructed in places and you may find it awkward to pass equipment or instruments. Sometimes these things can break the flow of treatment and may slow you down. Having said that there are things that can be done in order to get you and your clinician working efficiently:
Communication-
Find out how they work and whether they have any specific ways of doing things, ask questions so you know what to expect. Young dentists like those in their first year of practice may also feel a little more awkward that they work differently so patience and encouragement are key in creating a supportive and friendly working environment.
Organisation-
Anticipate what equipment you will need so that you don’t have to fiddle with equipment in the cupboards during treatment. Remember their positioning will be slightly different and they may be in the way of where you need to get to. Preparation is useful here too as with any aspect of dentistry.
Feedback-
Always remember that you need to be safe at all times, if you can’t see clearly the area of work you need to let them know. Most of the time, they don’t realise they are occluding your field of view because they are focused on the tooth or teeth they’re working on. If you have worked with other left-handed clinicians before, feel free to offer suggestions; they will appreciate any tips and tricks you share. Sharing awareness is essential and helps them and also other nurses.