Patient de-escalation—Managing patient emotions and expectations

AzDA member dentists Dr. Jennifer Fineberg, Dr. Lisa Bienstock, and Dr. Rob Roda emphasize that patient distress in dental offices often stems from fear of the unknown, lack of control, financial concerns, and personal stressors. To de-escalate tense situations, they recommend clear, jargon-free communication, visual aids, active listening, and empathy—acknowledging patient fears, sharing vulnerability, and offering sincere compliments to build trust.

Financial transparency is also critical; strategies include signed agreements, clear insurance expectations, and, when needed, offering refunds to preserve peace.

Recognizing non-verbal cues and setting professional boundaries, including dismissing patients when trust is lost, are essential, as is ensuring informed consent for all procedures.