Pacific Dugoni Main Clinic Questions, Answers & Script Guide

Autumn, Winter & Spring

GPL Communication Workshop
ICS I
Spring 2014
Class of 2016
TO: Class of 2016
From: GPL Practice Ready Workshop Leaders
PRIOR TO WORKSHOP
ADD the Local Anesthesia Prompts below to your WINTER Scripts document which is in your e-Portfolio in
the Professional Accomplishments tab.
Call
Hi my name is Joseph Meade calling from university of the pac
How are you doing
clinic time starts at 10 a.m.
half week morning half week afternoon
no evening clinics in summers
make sure they know how to get there and give a tour: restrooms, water fountains, meet them in lobby and
walk them to dental clinic
previous student dentist has moved on and Ive been selected
checklist:
tell them who you are
have your phone number written down in front of you
Dont make any promises you cant keep
Care: call Tina (get that number, Axium will show last time this was shown)(not a HIPAA violation as
long as your talking ot the patient directly NEVER LEAVE A MESSAGE)(number needs to be confirmed
confidential){are you in a private location?}
Labs if under (HAART), proof of residency, and proof income
use their last name
TURNover: dont say Im gonna be your new student dentist: do what you can, help them realize an unfortunate
drawback of the school, well make the best use of the time we had
make sure they have your number
reiterate the importance of this call
im overseeing your future care here
new building
155 5th street
no parking available
5th and mission garage

Midnight - 9am
9am - Noon
Noon - 3pm

$2.00/
hr
$3.00/h
r
$3.50/h
r

3pm - 6pm
6pm - Midnight

$3.50/h
r
$1.50/h
r

Remind them they need to arrive at Minna and 5th

New patient packet CAN DO BY MAIL
They fill out geographic information
All their MH, DH,
Once we submit packet ( to our receptionist or GIGI) {can do an online in the future- maybe}
They generate a number
Now they can be assigned finally the screening appointment
Read all of axium all the way to 2009 (when axium started)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
TO: Class of 2016
From: Dr. Fa
RE: Scripts Suggestions

Regarding Communication to Patients about the Delivery of Local Anesthesia

Tips to keep in mind
NEVER use the words: shot, hurt, pain, oops, uh oh, needle
NEVER bring the syringe and uncapped needle near the patients face prior to or after administering
anesthesia
ALWAYS have a smooth hidden-syringe technique prior to and after administering anesthesia
Practice using words like sleepy, numb, swollen, fat, topical jelly, anesthesia, and injection.
ALWAYS give post-treatment with local anesthesia care instructions

Local Anesthesia Procedure: Pre & Post communication plus communication during the appointment
1. For your patient Mrs. Jones, the procedure today is SRP on the upper right side.
WRITE your script outline to remind yourself of the KEY comments, information and discussion you plan to have
with Mrs. Jones.
I Greet the patient
How are you doing
II Introduce the procedure and what areas of the mouth will be targeted
Emphasize the use of anesthesia as an aid in keeping the patient comfortable
Refer to any sensation the patient may feel as discomfort or pinch
III Verbally walk the patient through delivery of anesthesia
Tell them to sit back
Instruct them on importance of topical jelly
Make sure patient confirms they are numb, swollen, or fat sensation
Reiterate that the patient needs to STAY OPEN to allow successful profound anesthesia
IV Question the patient about the injection
Shows you are cognizant of the pain they are feeling
Convey a message they can use to tell you they are in pain or require more anesthesia
V Deliver Post op instructions
Tell not to eat
Tell not to chew on tissues
Tell them to expect a call from you tonight and ask them when would be the best time to get in touch
with them

Pre & Post communication SAMPLE:

Hi Mrs. Jones, how have you been doing today? (pause) Today were planning on doing a deep cleaning for your upper
right side. (pause) Since at our last appointment some of your gum measurements were slightly deep, and well need to
provide you with some anesthesia to help numb the area and keep you comfortable. (pause) My plan is to numb several

areas and Ill use numbing topical jelly in the area so you barely feel anything. You might feel a tiny pinch. (pause) [at
this time start check has been received and you prepare your patient for topical and the procedure, once topical has been
placed, make sure syringe is properly prepared. As you sit patient back to get ready for injection] Ok Mrs. Jones, Im
going to sit you back and well go ahead and get started. [at this point the patient is placed in a comfortable position]
Please turn towards me, [retract tissue and remove topical cotton tip applicator], alright you might feel a small pinch.
[establish fulcrum, enter and give injection, use distraction technique with retraction hand. At this point, you can also
distract patient by talking to them as you slowly administer anesthesia.] Youre doing great, stay open for me, were
almost done.
[once complete, recap your needle on operatory tray, and then return back to patient.]
Alright, Mrs. Jones, how was that? (pause) Now well give you a couple minutes for the anesthesia to do what it needs to
do and well get started with the deep cleaning. If at any time during the procedure if you feel like something is pinching
you or is sharp, please raise your left hand [the hand opposite the dentist, e.g. patients right hand if the dentist is lefthanded], so that if we need to well give a little more anesthesia.
[once complete with SRP]
Mrs. Jones we are done for today, your gums may still be a little numb, so I would suggest that you avoid chewing/eating
on the right side until the numbing wears off, which will be in about 2-3 more hours (this last statement regarding time
frame is dependent on which type of anesthetic you chose to use along with the injection given)

2. Patient Mr. Kaiser: Restorative procedure for #19 which requires use of rubber dam
WRITE your script outline to remind yourself of the KEY comments, information and discussion you plan to have
with Mr. Kaiser.
Pre appointment: advise patient to eat and take medications
I
Remind the patient of the procedure you are doing and why the procedure is important to the patient
II
Instruct that you will be using a rubber dam
The rubber dam protects them
The rubber dam protects you (legally)
The rubber dam improves your work (isolation)
III Walk patient through delivery of anesthesia
Explain importance of success to procedure as a painless one
Talk them through the injection
Topical jelly, keeping open, and post op instructions
IV Make sure the patient is numb through several tests
V Place the rubber dam
VI perform procedure
Tell the patient that you have removed decay and the tooth may be sensitive ( give take home medicine)
VII Warn the patient of post op numbness
Biting tissue,
Not to chew tissue
Not to eat
To expect a call from you later tonight

Pre & Post communication SAMPLE

[use intro to welcome patient]
Mr. Kaiser, if you remember from our treatment plan, we need to take care of that large cavity on the lower left molar in
the back. (pause) Ill be using a rubber dam, which is something that will keep all the water and debris from getting on
your tongue. I will numb that area and tooth that we will be working on. (sit patient back and place topical) Now to
numb this area and to help make it more comfortable, weve used this jelly. We are partners in this! Ill need you to stay
open as wide as you are comfortable and to not move while I numb the area [administer lingual, then inferior alveolar (IA)
injection, wait for patient to say that hes having some response and then follow up with a buccal nerve block to get soft
tissue ready for placement of rubber dam clamp.]
Ok Mr. Kaiser, well be getting started, but well wait for the area to feel really fat or swollen before place the rubber dam
[once patient says that area is swollen/numb test rubber dam clamp] Were going to start by placing the rubber dam, [get

clamp and place over tooth] Ill be putting this ring around your tooth and it should feel like its holding very tightly. Do
you feel like anything is pinching, or does it feel ok? [if patients response is good, then proceed with placement of rubber
dam and begin excavation of decay. Always look and listen for responses from patient that may indicate discomfort. Ask
patient if they are ok throughout the appointment]
How are you doing Mr. Kaiser? We just finished removing the decay/cavity from your tooth, and next well be placing a
medicine on the tooth to help with any sensitivity. After that well be ready to place the filling. [once complete rubber
dam removed and checked occlusion & now sit the patient UP!] Youll have to be careful because your bite might feel
slightly off because youre still numb. Try not to eat on this side for the rest of the day and well see you at your next
appointment.
Suggestion as a Best Practice- The dentist ends the appointment with, I will call you this evening to check in with
you. When is a good time to call you tonight?
3. Patient Mrs. Domer: The need to give additional anesthesia because patient is giving a non-verbal response that
initial injection is not working. [Your patient is uncomfortable or in pain.]
WRITE your script outline to remind yourself of the KEY comments, information and discussion you plan to have
with Mr. Domer.
I Question the patient regarding discomfort
II Offer more anesthesia
III Remember to refer to deposition site as discomfort or pinch

Pre & Post communication SAMPLE:

[patient will raise hand or show signs via their hands and/or in face that show distress, while you are in the middle of a
procedure]
Are you feeling ok Mrs. Domer? If youre feeling something as Im working with you, I can give you a little more
anesthetic. You may or may not feel this small pinch.
[provide additional injection and more anesthetic]
4. Patient Mr. Denny: When a patient is fearful and is anxious about anesthesia
WRITE your script outline to remind yourself of the KEY comments, information and discussion you plan to have
with Mr. Denny..
I Confirm with the patient that they are concerned with the injection
Ask them why so
What are their experiences with injections that have lead them to this
Offer the numbing jelly and stress the reason for administering it
II Reiterate that you are only numbing one area of the mouth
Ask the patient to cooperate with you
Take deep breaths
Stay open and dont move
Remind them there may be a small pinch
Pre & Post communication SAMPLE:
[dialogue]
Mr. Denny: Are you going to give me a shot? I hate those things, it never works on me
Doctor: I hear that youre concerned Mr. Denny, tell me more. [listen and use active listening phases, then move on to
next steps] When I numb the area, Ill make sure to use a numbing jelly first to help make it more comfortable for
you.
Mr. Denny: So how many shots are you going to give me?
Doctor: Since Ill be working on one tooth today, Ill need to numb just that area. You can be helpful and stay still [ be
sure to not move your head] and stay open.. If you need to I can have you sit and try to relax before we get started, just
take a few deep breaths. If you do feel anything, it may feel like a small pinch.

Pacific Dugoni Main Clinic Tough Questions & Answer Guide

Practice Ready GPL Workshop ICS I

Winter 2014

Class of 2016

TO: Class of 2016

From: GPL Practice Ready Workshop Leaders
PRIOR TO WORKSHOP
For patient care in the Main Clinic, prepare, write and practice your communication scripts/response to any of
the following tough questions commonly asked by your patients. UPLOAD this document into your
e-Portfolio and place your scripts in the Professional Accomplishments tab in your e-Portfolio.
Remember: BRING your computer to the GPL Practice Ready Workshop.

It is time to call your patient and make an appointment but you must first know your clinic schedule:
TIP: How do you determine your clinic time for patients? Look in axiUm under scheduler one
quarter in advance & note your open time & blocked rotations.

It is June 2014 and your new patient asks, Hello, so why are you calling me again? [ Write your script
for placing your first introductory call to introduce yourself to this newly assigned patient
SCRIPT:
Me:Hello, How are you doing Mr/Mrs ____ (pause) I am calling because I have been assigned to you as your
new student dentist. I am calling because I would like to get you in for a routine check up as far as your Oral
health and your at home care. When would be a good time to schedule you?
Patient: Well I liked my old student dentist why cant I remain with them?
Me: Your previous student dentist has graduated and they passed their patients on to me. If you can tell me what
you liked about your previous student dentist I can try to do the same things and perhaps youll grow to like me
as well.
Patient: Oh Ok well I would expect that from a school. Well how do I know your properly trained?
Me: Well I have passed Pacifics rigorous preclinical training and attended many of the ICS workshops which
involve many of the procedures we plan on you only I did them with class mates. Also, we have the expertise of
experienced faculty dentists and specialists all under one roof, ensureing the utmost care will be delivered to
you.
Patient: Ah I see well I look forward to seeing you then.

Your schedule has several block rotations, exams and break and you realize you cannot see several
patients for 5 week. Write your script to communicate this news to these several patients that you are
NOT available to see them for 5 weeks due to other patient appointment, rotations, exams and break
week.
SCRIPT:
Me: I do as well. Unfortunately I am looking at my schedule and it appears I have the next 5 weeks blocked out
can I get you in 6 weeks.
Patient: Well why cant I see you next week?
Me: This is a very rigorous program here at pacific and we have many rotations , exams and previous
appointments that preclude us from seeing patients in a timely manner. Although your appointment is very
important to me I simply cannot see you for about 5 weeks. Will you be free then?
Patient: Well I suppose that will work out although I would like to be seen sooner. I think I have a tooth ache.
Me: Ok well in that case I can refer you to either our faculty clinic or our emergency clinic.

Personal Contact Info: Phone/personal cell number Guidelines: Can I have your cell phone #? Sharing
Personal Info: What happened to my other dental student? He was great! Can I have his/her phone
number?
It is our recommendation and it is best NOT to share personal information with patients;
however, you will indeed be in contact with them. Google voice or a pay as you go cell phone
account are two ways to maintain your personal privacy. If someone asks, including a patient,
for a classmate or faculty members number, again, it is our policy and it is advisable to not share
their personal information.
SCRIPT/PLAN for your patients to contact you:
Patient: Hey so can I have your cell phone?
Me: I cannot give you my personal number but I can provide you with a google voice number which
will send your call directly to my cell phone. In fact I have a special ring set up so I know when patients
are calling me and I answer as quick as possible.
Patient: Oh well I would like my old student dentists number so I can reach them in private practice
Me: Ah well I cannot give out other patients information but I can reach out to that patient and give them
your information and if they see fit they will reach out to you. Unfortunately our policy here stops us
from giving out information of others as well as our personal cell phone numbers. I hope you can
understand how that would be problematic.

Care Clinic Guidelines: Your patient asks, Where is the clinic and where do I fax my labs?
[Who/what is covered by the Care Clinic?]
The Care Clinic is available for people who are HIV positive AND residents of San
Francisco. In order to be eligible, patients must be a resident of San Francisco and earn
less than $45,900 annually. Also, they must present their lab reports every six months in
order to remain and be eligible for treatment in the Main Clinic. The patients can bring
their labs in themselves or they can be faxed to the coordinator of the Care Clinic.
Patient: Hey I qualify for the care clinic where do I send my labs?
Me: Ok well you can fax your labs to the coordinator of the care clinic their number ( ###-###-####) are your
labs current?
Patient: Yes they are from two years ago
Me: Oh unfortunately we require that labs be 6 months up to date.
Patient: Ok well I heard that there are limitations as far as income for qualifying for the care program
Me: yes you must earn less than $45,9000 annually to receive care under the program.
Patient: Perfect I qualify then what can I receive?
Me: Well the program covers amalgam fillings

For the next several appointments when you are preparing my crown preparations, I do not have child
care and need to bring in my 8 year old son with me to our appointments. He could sit quietly and do
his homework so would you be sure there is an extra chair for him during my appointments. [This is a
patient request in the Main Clinic]
SCRIPT
Patient: Can I bring my child to the next appointment I cannot find childcare on such short notice
Me: Unfortunately Pacific has policies as far as minors and waiting for their guardians. Unless the
minor is accompanied by an adult supervisor they are not even allowed on the grounds. Also, in
clinic there are many people walking about and it would be too busy if every person in the clinic
were allowed to bring someone in with them. Its a safety issue as well as a delivery of care issue.

On the bus the person sitting next to you says, I noticed you are wearing your Pacific Dugoni Dental
School badge and I wondered how I could become a patient at the dental school. What are the steps?
Although all students will be assigned patients by their GPL from the Main Clinics patient population,
student dentists are highly encouraged to bring in their own patients. Inviting people AND asking your
existing patients for word of mouth referrals are a wonderful way to grow your patient population both
in the clinic, as well as in private practice. All potential future patients are screened prior to their
admittance to the Main Clinic. When you find a potential new patient, he/she must be screened. Inform
your potential patient to make a screening appointment with the staff at the front information desk
during your GPLs screening time. [this GPL Screening time is day per week and know by the GPL
secretary] PLAN ahead to save you and the patient time: Confirm a screening packet will be sent to
them and the potential patient should complete this packet PRIOR to coming to the screening
appointment.
As of January 1, 2013, the screening visit is NO charge. Upon successful completion of screening, the
patient is referred to radiology department to have the appropriate radiographs taken [e.g. BWs, PAs,
panorex, FMX, etc.] There IS a fee for radiographs. Upon completion of the x-ray films, the patient will
then be assigned to you and/or another student dentist.
If the patient is coming specifically to see you, be sure to have the patient give your name at the
screening appointment.

SCRIPT:
Patient: Hey I noticed youre a student at that dental school on the corner. How can I become a patient?
Me: Well I will refer you to our main clinic line to make a screening appointment and I can confirm that a
screening packet will be sent to you prior to the incoming appointment. This appointment is free! Although if
your pictures of your teeth with xrays are not up to date there is a charge to take the radiographs. After all that I
can become your student dentist or another student can become your student dentist.
Patient: No I think I would want you as my student dentist.
Me: Ok cool well you can refer me (hand patient your card) and you will be assigned to me unless you are too
complex a patient for me to handle.
Patient: That sounds great. I actually dislike my current office but I know they have recent radiographs of my
teeth
Me: Perfect! Well then we will not have to administer any fees before we can see eachother as a patient doctor
appointment.
Financing Dental Care in Pacifics Main Clinic: How much will this appointment cost me? Is there a
payment plan option?
A payment plan is available for patients that qualify. In order to be eligible for the schools payment
plan, the patient must be able to prove that they have a bank account and/or that they are employed.
Typically, the payment plan requires a percentage of the total cost as a down payment, and then the
remainder of the balance is placed on a 12 (or sometimes 18) month, interest free payment plan.
Your patient asks you:
Can I have a senior citizen discount? [Also- Investigate discount details related to mock board
discounts @ 50%.
There is a senior citizen discount available for our patients that are 65 years or older, and
the discount is 10%.
Do you take Medicare? [students should be able to define the difference between Medi-Cal,
Dent-Cal & Medicaid]
The dental school does accept Denti-Cal [Medicaid] which is a state subsidized public dental
insurance. The benefits for adults were eliminated ~ 5 years ago but in May 2014 some of the
benefits/dental insurance will be restored. For Denti-Cal patients that are 21 years and younger
those federally mandated services will be continued.

Patient: Hey im a little strapped for cash. Is there any payment options available?
Me: there are plans if you qualify. In order to qualify you need to prove that you have a bank account and that
you are employed.
Patient: Yes I can provide proof of both of those.
Me: ok the next step would be a down payment as a percentage of the total cost and then a 12 or 18 month
payment plan, and good news is there is no interest on this.
Patient: Is there a senior discount?
Me:If you are 65 or older there is a 10% discount.
Patient: Do you take Medicare?
Me: Yes let me explain to you the differences. Medicare is an insurance plan where medical bills are paid from a
trust fund in which those covered have paid into. It serves people over 65 primarily, as well as younger disabled
people and dialysis patients. This federal program requires patients to pay a deductible for hospital visits and
small monthly premiums for non hospital visits. Medicaid is an assistance program in which medical bills are
paid from federal, state, and local tax funds serving low income people of all ages. Patients usually pay no part
of costs for medical expenses, but a small co payment is required. This is a federal and state program and is
usually ran at the local level. Medi-cal is the California ran branch of the Medicaid program serving low
income families, seniors, people with disabilities, foster children, pregnant women and certain low income
adults. It is a joint venture between the California Public Department of Health Care services and the Federal
Center for Medicare and Medicaid services. It involves many services implemented at the county level.
Dentical is one of the many services under the umbrella of Medi-cal services. On May 1st dental benefits were
restored to almost 3 million individuals. The restored benefits include cleanings, fillings, removable dentures,
and root canals. Unfortunately, Dentical does not include coverage for partial dentures as well as treatments of
the gums.
Pain and Emergency Clinic Appointments: The patient calls you, he is in pain and asks you, my tooth
is hurting so when can you get me in? Write a script to inform the patient of the steps to take.
Describe the protocol/steps to take when your patient reports a tooth ache or pain [minor and not life
threatening] on the weekend? During the week after business hours?
o The school offers an emergency services and/or clinic for all patients of record, as well as, for
most walk-in patients.
The emergency clinic is a first-come, first-served. Patients are seen Monday through Friday
from 9:00 a.m. to 1:00 p.m., and from 2:00 p.m. until 5:00 p.m.
Check in time is at 8:30 am and 1:30 pm respectively.
o There is emergency coverage ONLY for patients of record during exam weeks as well as
vacations. When the school is closed over the weekends, between Christmas & New Years and
on holidays, there is emergency service available over the phone.
o Give your patient the card with the emergency number to call.
Patient: Help my tooth hurts really bad and I need to see a dentist right away!!
Me: Well can you mae it to the emergency clinic. This clinic is first come first served. Generally
patients are seen M-F from 9 to 1 and from 2 to 5, there are check in times 30 minutes prior to the
clinic opening up.
Patient: I can make those times but I have never been a patient at pacific
Me: oh well unfortunately the emergency coverage is only for patients of record. When the school is
closed over the weekends, between Christmas and New years and on holidays there is an emergency
line I can provide you with their number.

Your progress in clinic with your patient that agreed to move forward with a crown is going very, very
slowly. In the middle of afternoon appointment with him, he turns to you and in a very frustrated voice
exclaims, This is taking forever with all these different appointments and injections, you keep pushing
that gunk into my mouth to make the crown and I feel like its not good for the rest of my teeth, they all
feel sensitive now and I dont want to lose any more teeth!

Me: Well we have to do all this to ensure that the final treatment delivered is good quality. I know it may
seem like its taking a while but this is really the most important step of the procedure.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

>>>>>>>>>>>>>>>A U T U M N @ 2 0 1 3 GPL W O R K S H O P Questions >>>>>>>>>>>>>>

Are you as good as my last student and how do I know that?
A general way to respond to concerns and questions by patients about your competence is to ask the
patient, please Tell me morewhat did you value about. In addition, be clear about the actions can
you take to model competence and confidence to your new patient and list some examples of those
actions!
E.g. One of the first visible actions your can take to gain patient confidence is to be prepared, organized,
and professional. Using lay terminology and visual aids in explaining treatment options/prevention plan
are also useful tools in building patient trust and rapport. By developing or enhancing your
interpersonal communication skills, you will benefit in the Main Clinic, as well as, outside the dental
school.
SCRIPT:
hey tell me more about your old dentist and what you liked so much
intend on speaking to patient with lay terminology and use visual aids in treating them
develop your interpersonal skills inside and outside of dental school
How long have you been working in the clinic?
As a second year student working in clinic for the first time, you can discuss with your patient that you
have successfully completed rigorous, clinical exams dental program. All of your hours in the
simulation laboratory, as well as the time spent working on each other in clinic for ICS-I are to be
credited towards your clinical competence. If your patient is still a little unsure, you can reassure them
that your partner with faculty and all your clinical work is directly supervised in a stepwise fashion by
the dental school faculty.
SCRIPT:
I have worked in the clinic through the ICS clinic sessions. I have also assisted many second year
students and feel comfortable in the work I intend on doing. Also, I feel that the work is directly
supervised in a stepwise fashion by the dental school faculty to ensure the highest quality care.

How long will my appointment be? Last time I was at the dental school, I got a parking ticket so will
you add coins to my meter this time?
All dental appointments at the dental school are scheduled for three hours. Parking in the area around
the school can be quite difficult; however, there are a few fee garages in the
area. There is one located across the street from the dental school at the California Pacific Medical
Center, and there is an alternate garage located in Japan Town.
As much as possible, you should encourage your patients to take public transit or to park in one of the
fee lots. Neighborhood street parking in the area is for only two hours, and it is not ideal to have your
patients leaving the dental clinic to go put money in the meters.
SCRIPT:
Gifts: Your patient announces, I would like to give you this gift $100 iTunes gift certificate and/or this
watch or flowers and/or cookies etc.
It is the schools policy that students do NOT accept gifts of lasting value from their patients. This
policy is in place to prevent any conflicts of interest or ethical dilemmas for the student dentist and their

patient. It is acceptable to receive gifts of non-lasting value such as handmade items, baked goods,
plants, flowers, etc.
SCRIPT:
Dating & social requests by patients: Be prepared! Patients may ask are you married? How about
lunch and/or dinner tonight? How about this Friday and/or during break?
It is generally best to keep your professional and social life separate. While you are free to associate
with whomever you wish outside of school, it is against the law in California for doctors to have any
sexual interaction with their patients. The smartest thing to do is to remove the possibility of romantic
relationships with patients from your mind so that all of your patients are treated professionally and
fairly. If you must have an outside relationship with a patient, ask your GPL to transfer them to another
student for dental care. It is permissible (and can be a good thing) to treat people with whom you have a
pre-existing family or social relationship, but this scenario is often more complicated than you might
expect.
SCRIPT:
Off colored Jokes: Describe some techniques for students to use when patient communication on the
phone or chair side turns toward dirty jokes or questionable content for a health care setting.
If the conversation heads off in a direction that may not be appropriate, the student-dentist can simply
use an I statement. For example, I would feel more comfortable if we spoke about By using the
I statement technique, there is little judgment placed on the patient. Rather, by using the I statement,
the student can regain control of the conversation and redirect the conversation in a more appropriate
direction.
SCRIPT:
Accessible Parking: Can you help me with parking when I bring my grandfather in his wheelchair?
Where can you park around here if you use crutches due to a snowboard accident?
Student role: Know what, where and how do to arrange wheelchair parking at the dental school!
o Students should be able to describe: Where are the accessible entrances into the dental school
and the accessible parking accommodations for patients in wheelchairs.
o There are two disabled parking spaces available for patients with disabilities located on the B
level in the parking garage. If you have a patient with a disability that would require one of these
spots, then it is essential that you arrange for the spot in advance of the appointment via the
security guards. Further, it is advisable to: inform them about the garage entrance location; and
to meet/greet your patients on the B level so you can personally escort them to the main clinic,
Level C.
SCRIPT:
Who can act as interpreter? Can I rely on my children, neighbors, family members?
The school is responsible for provision of language interpreters because treatment cannot proceed unless
and until patients discuss, understand the plan and consent to it. Patients can bring their own interpreter,
but the use of children for this purpose is discouraged.
SCRIPT:

Value of Coming to Pacific for Dental Services: Describe the 5 big values [from the patient
perspective] of seeking dental care at Pacific. A potential patient may ask you, the student, Why should
I come to the Dental School instead of somewhere else for dental care?
o Educational discount AND discount for senior citizens
o Monthly payment plan & no interest

o Consults with a wide variety of specialists under one roof

o Pacifics focus on delivering quality patient care
o Pacifics state of the art complex care, restorative treatment and prevention services
SCRIPT: