You’re the clinician now: Handling those dreaded patient questions with confidence

What is the difference between seeing patients in hygiene school and seeing them in “the real world?” In an educational setting, patients are often friends, family, or community-based individuals that know and understand the process and expectations of receiving dental care in the educational setting. 

But when you step into clinical practice, there is sometimes more of a gap in patient expectations and education. What I mean by that is patients may not fully understand the treatment they need, how oral disease relates to overall health, the out-of-pocket cost of treatment due to lack of insurance coverage, or even why they are receiving specific treatment or procedures in the first place. This is when we, as providers, often become bombarded with those dreaded patient questions like, “Can’t I just have a regular cleaning?” or, “What does my insurance cover? Because that’s what I want.” 

As a new graduate and first-time provider, these situations and having to answer these questions can feel overwhelming. Here are some ways you can navigate these situations and helpful phrasing that you can use as you gain your footing.  

Don’t ask questions

When you are a new provider, it becomes easy to ask your patients for permission. For example, when you see a patient that is due for bitewings, it is very easy to say, “You are due for your checkup x-rays today, is it okay if we start with that?”

Another common question clinicians ask is, “Would you like fluoride today?” The problem with asking is that it often gives our patients an “easy out.” Why would they say yes if they don’t understand the purpose, need, or benefit? Asking permission also gives the patient room to ask if they really need to have something done, which can make it overwhelming to explain and then “convince” them to move forward with the treatment or service.  

While it may feel polite to ask, directing, guiding, and educating the patient is a much easier way to gain compliance and acceptance while building trust. 

Say something like, “Today we are starting with your checkup x-rays that allow the doctors to check for cavities and other findings that may not be seen just by looking in the mouth,” or, “I recommended a fluoride treatment for you today because you are at a great risk for experiencing cavities due to your areas of root exposure and your frequent consumption of energy drinks.” These confident and direct phrases explain to the patient what treatment is needed and why it is needed while still allowing patients autonomy in the decision making. 

Problem, consequence, solution  

Another great method to navigate these challenging situations is by utilizing the problem, consequence, and solution framework. This framework works off our human instinct to solve problems and address issues. Through problem solving and its systematic approach, we can navigate challenges, overcome obstacles, and find solutions to issues.¹ The problem, consequence, solution framework uses the principles of problem solving to help patients understand their diagnosis and come to the correct solution or answer to their problem.¹ Here is an example of how to utilize this method when discussing periodontal disease and therapies with patients: 

Problem: “Mr. Smith, based on today’s findings you are presenting with stage 2 grade B periodontal disease.” 

Consequence: “When periodontal disease is left untreated, you are at a greater risk of losing your teeth which in the future requires more extensive treatment in order to replace missing teeth to help keep you functioning properly.” 

Solution: “Your periodontal disease can be treated and managed through non-surgical periodontal therapy. This is a specialized treatment that allows me to work below the gumline in order to get rid of the bacteria and buildup that is causing this disease. Traditional therapies will not be effective because their focus is to maintain health above the gumline and your issue is below.” 

This framework helps patients clearly understand what the problem is, the risks associated with not addressing the problem and identifies a clear solution. This framework also supports you as a clinician by providing you with a systematic approach to confidently identifying issues and providing solutions. 

Show them the evidence 

If you still need a little extra help to seal the deal, rely on imaging and charting as supporting evidence. Sometimes seeing is believing, and intra-oral photos and documentation make it easier to see the evidence. We are the experts and we look at gum disease day in and day out, but we must remember that just because it is obvious to us doesn’t mean it’s obvious to others. We can’t expect our patients to take our word for it or understand what we are telling them without proof. So, break out that intra-oral camera, show them their periodontal charting, show them their x-rays and use these tools to support you and your diagnosis. 

Not every patient or scenario is the same. Some days it will be easy to “convince” patients of necessary treatment and other days it will require more explanations and supporting evidence. Keep learning, growing, and expanding your toolkit. Finding your confidence and your voice will take some time but having frameworks and tools to develop confident phrasing can help speed up the process. The more confident you are in addressing the issue, the more confident your patients are in you as a provider—and the easier it is to gain compliance.  

Reference 

1. Cherry K. Overview. of the problem-solving mental process. Verywell Mind. Updated November 24, 2025. https://www.verywellmind.com/what-is-problem-solving-2795485