First impressions

Successful dental treatment obviously requires good clinical skills – but excellent communication and interaction between the team and the patient is also key. This article looks at the importance of the patient’s first impressions and the role of team members, especially dental nurses and reception staff, who are usually the patient’s first contact.

The importance of the first impression

A frequently used phrase is that we don’t get a second chance to make a first impression. This applies to any meeting or interaction between two parties and is as relevant to dentistry as to similar situations such as entering a shop or restaurant, and is perhaps even more important. The fact that we are providing healthcare makes no difference. Patients, like customers in another setting, can feel happy or unhappy, comfortable or uncomfortable. But why should this matter? We are providing good, competent treatment that benefits the patient.