Turning Patient Resistance into Coaching Moments

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 Chairside resistance is something every RDH experiences.

“Can we skip the charting?”
“I just want a quick appointment today.”
“Everything feels fine.”

These chairside moments can feel uncomfortable, especially when you know reviewing and/or updating assessment data is essential to delivering quality periodontal treatment. 

Here’s a reframe that's worth considering:

These aren’t difficult conversations. They’re coaching opportunities.

When we approach chairside pushback with curiosity, partnership, and clarity, we don’t just improve patient acceptance we strengthen trust, elevate clinical outcomes, and reinforce the value of the dental hygiene process of care.

1. Lead With Curiosity, Not Correction

When patients push back, they’re rarely rejecting you.
More often, it’s fear, overwhelm, time pressure, or a past experience speaking.

Curiosity keeps the conversation open and lowers defensiveness. It signals safety.

Try this chairside:

  • “What’s making you hesitant about the perio charting?”

  • “A lot of people feel anxious or rushed, you’re not alone.”

  • “Would it be okay if I shared why this step matters for your long-term oral and overall health?”

Curiosity aligns beautifully with Assessment and Diagnosis in ADPIE+D.
You’re gathering information, to help support patient discussions, guide your next decision, with patient involvement and understanding. 

2. Shift From "Telling" to Partnership

Patients often express preferences, and these should be incorporated into delivery of an oral health care plan.

Our role isn’t to override their areas of concern or importance but to guide them using clinical judgment, education, and collaboration.

When pressure enters the conversation, resistance increases.
When partnership enters, trust grows.

Try this language shift:

  • “Let’s make this efficient while still starting with the steps that will support care aligned with your needs. We'll use a voice-command system that will capture all the data we need." 

  • “This helps us catch potential changes early so we can avoid larger issues down the road.”

  • Replace “We have to” or "You are due" with:
    “This is part of being able to understand areas of active infection, disease progression or if your oral health is stable." 

This is where ADPIE+D becomes more than a framework, it becomes a communication tool.

You’re linking assessment to awareness and ultimately prevention, not procedures to policy.

3. Make the Invisible Visible

Patients resist what they don’t understand.

Periodontal disease is often silent and silence can feel like “nothing’s wrong.”
Visuals help bridge that gap. This is why AI tools, such as VideaHealth and Pearl AI  are changing patient interactions in a positive way. 

Try this chairside:

  • “This is the area I’m monitoring, charting helps us track changes over time.”

  • Compare last visit to today by giving a Bleeding Score, a visual summary of what's going on with oral inflammation. 

  • Ask: “What stands out to you when you look at this?” This could be a x-ray with AI turned on with a patient view, or a 3D scan. 

When patients can see the why, acceptance becomes easier, and consent becomes informed, and plans collectively established. 

The Bigger Picture

These conversations aren’t about convincing patients to say yes.

They’re about:

  • Supporting informed decision-making

  • Honoring patient autonomy

  • Staying aligned with best-practice periodontal care

When we follow ADPIE+D and lead with curiosity, clarity, and compassion, we practice confidently and ethically.

You’re creating a supportive, informed partnership one that protects your patient’s health and reinforces the value you bring as an RDH.

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