The Practicon Viewpoint by Ann Page Griffin

PREFERRED TERMINOLOGY—SAY IT RIGHT THE FIRST TIME 

We’ve all heard the axiom, “It’s not what you say, but how you say it that matters.” The choice of words and the intonation with which they are spoken can make all the difference between helping and hurting any relationship, and are especially important when trying to build or maintain the confidence and trust of your patients.

Suggestion: edit the following list to produce a “Preferred Terminology” training tool to familiarize new team members with the phrases and terms you prefer they use when communicating with patients and prospective patients. The list should become part of a more extensive training manual for new staff members, and can be reviewed occasionally in team meetings to keep the entire staff on the same page with phraseology.

SAY:	INSTEAD OF:
Primary teeth	Baby teeth
Dental care; treatment	Work
Examination	Check up
Restoration; rehabilitation	Completely rework
Restorations	Fillings
Prepare	Drill
Re-shape; re-contour	Grind
Dentures	Plates
Complete dentistry	Reconstruction
Diagnostic models	Study models
Discomfort	Pain
Removed	Pulled
Empty your mouth	Spit
Try in	Seating
Necessary X-rays	Bitewings; full mouth series
Treatment room	Operatory
Reception room	Waiting room
Assistants; hygienists; business staff	The girls
Consultation; discussion about your care	Case presentation
Recommend	Suggest
Agreement	Contract
Investment	Cost
Fee	Price; charge
Statement	Bill
Take care of…	Pay for…
Payment arrangements; payment schedule	Financial policy
Our financial coordinator handles payment arrangements.	No problem; we can arrange something.
Cash basis with our laboratory	One-half down
Bookkeeper’s courtesy	Discount
Approve; authorize	Sign
Schedule is filled	Booked up
Change in schedule	Cancellation
Confirm; verify	Call to remind
Reserved late morning for you	Be here at 11 AM
Hygiene appointment; recare	Recall
Interrupted schedule	Running late
Do you prefer Monday at 10 or Wednesday at 3?	When would you like to come?
May I put you on hold for a moment?	Wait a minute.
Doctor is with a patient	Doctor is busy; doctor is on the phone
Improved	New
How may I help you?	Who’s calling?
Former patient; patient of record	Old patient

For ideas to add to this list, ask, “How can we say things to help our patients, who might know little about dentistry, understand more fully or avoid feeling apprehensive?”