CDA Essentials 2014 • Volume 1• Issue 5

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14 | Volume 1 Issue 5
CDA at Work
Good communication confirmed as the key to a successful practice
Canadian dentists understand the importance of communication as the key to building
patient trust and rapport.
CDA recently completed follow-up research (to 2010) with the profession and public to
gauge how each group perceives the reputation of the profession. Mirroring many of the
questions posed to the public, dentists were also asked to identify their key issues and
challenges.
The research reaffirmed that patients across the country want their dentist to clearly
explain their examination findings and recommendations. Dentists across Canada (92%)
overwhelmingly indicate patient communication as the most important factor in building
positive relationships with patients, due in part to the efforts of the provincial dental
associations and CDA to inform members of the value of effective communication.
Importance of discussing costs with patients
While the message underscoring the importance of communication has been heard, a gap
remains between what patients expect and what dentists communicate. The majority of
patients want their dentist to talk about the cost of treatment, but many dentists defer this
conversation to their staff.
Trust and Value Working Group
UPDATETOSURVEYOF
CANADIANDENTISTS
Dr. Larry Levin
Dr. Levin practises in
Hamilton, Ontario, is a
member of the CDA Board
of Directors and is chair
of CDA’s Trust and Value
Working Group.
Conclusion: To align more
with patient expectations,
dentists should consider a
discussion about the cost
of treatment. This increases
transparency, accountability,
trust, and patient acceptance
of the recommended
treatment.
➦
– 49% of dentists rate personally explaining
treatment costs to patients as the second lowest
important factor in their relationship with patients.
– 71% of dentists say it is very important for their
staff to address costs with patients.
– A majority of patients (62%) say they are more
likely to agree with their dentist’s recommendation
when it is clearly explained to them.
Of interest
– Dentists rate personal referrals from patients (81%)
and proximity (12%) as the top two determinants
in patients choosing a dentist.
Conclusion: Dentists feel
practice advertising is not the
most effective way to attract
patients.
➦
To listen to
an interview with
Dr. Levin about
the Trust and Value
Working Group, visit