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Soft skills comprise of an array of personal attributes such as communication skills, critical thinking, problem solving, teamwork, leadership and professionalism. Soft skills in dentistry complements the hard skills which encompasses the knowledge and technical skills which are the occupational requirements of a dentist. Soft skills will enhance a dentist’s interactions, job performance and career prospects. Provision of quality dental care is not only about treating oral diseases and improving oral health but to be responsive to patients’ needs and wishes which is turn is greatly dependent on the dentist’s personal attributes. It is not surprising that investigations on factors affecting patient satisfaction have shown that when it comes to dentist characteristics, patients tend to rank dentist-patient interaction as of utmost importance. [1]
Soft skills play a vital role for professional development and is increasingly being sought after by employers in addition to standard qualifications in this age of information and knowledge. Increasing public expectations of healthcare providers, coupled with a greater readiness to question the outcomes of medical and dental care, is resulting in the rapid escalation of malpractice claims around the world. Research has found most patients are more likely to initiate a malpractice claim if there is a breakdown in communication in the healthcare provider-patient relationship. [2] The healthcare provider-patient relationship is fundamental in patient care, relying on trust and rapport between healthcare providers and patients to communicate and make informed decisions. Ineffective communication with patients can shift the balance in the relationship and negatively impact on a patient’s perception in the quality of care received. Insufficient information given to patients and practitioners showing indignation instead of compassion when questioned by patients can be detrimental to their practice. By investing time in essential communication skills, greater patient satisfaction and compliance can be achieved especially in selecting optimal treatment and management preferences.
Effective communication involves a myriad of skills. Verbal communication is the most obvious form of communication and encompasses the use of simple, non-technical words to communicate information to patients. Using effective verbal communication with patients is an essential skill for healthcare providers. It is also important to have a two-way dialogue that encourages patients to tell their story fully. Non-verbal communication is just as essential as verbal communication and acts as a complement to the words used. Maintaining eye contact with patients or nodding while patients speak is necessary to suggest attentiveness. Posture is also another form of non-verbal communication and helps express non-judgment so patients feel comfortable in the relationship. Non-verbal communication used effectively can ensure patients do not feel rushed or ignored. Listening skills are equally important. Patients should be given time to talk about their feelings and fears and at the same time be mindful of respecting patient autonomy in making decisions. Patient empathy is an important skill to master when communicating with patients. Empathy encompasses both verbal and non-verbal communication skills for patient understanding, responsiveness and compassion and ultimately helps patients feel more comfortable. [3, 4] Practicing empathy effectively can facilitate trust and disclosure with your patients, which can be directly therapeutic. It is also necessary to be mindful of any cultural and religious values.
In 2008, the American Dental Education Association published “Competencies for the New General Dentist” which stipulates that graduates must be competent to apply appropriate interpersonal and communication skills, to be able to apply psychosocial and behavioral principles in patient-centered health care and to communicate effectively with individuals from diverse populations. [5] In response to this, soft skills have gained recognition and is increasingly seen in the forefront of most dental curriculums. In training dental students to develop the desired soft skills, the dental education experience must provide the right environment and appropriate assessment methods of the learners’ cognitive and behavioral development within the curriculum. [6, 7]
In MAHSA University, dental students are trained in soft skills or interpersonal skills during their preclinical years through a didactic approach. Students are also required to practice proper workplace dressing etiquette which not only gives them more confidence, but it also helps to instills confidence in patients. Students are also trained in team working through group work such as preparing oral health education materials, organizing and implementing various oral health community programmes, working together with different communities. These activities help to groom their leadership qualities, team working skills and nurtures social responsibility among MAHSA dental students. Students learn to appreciate the significance of their social responsibility especially in raising the oral health status of underserved communities.
MAHSA dental students also have the opportunity to learn dental entrepreneurship by having an attachment in private dental clinics. There is an increasing need for training of health professionals in managerial skills to prepare them for competition in the global market. Clinical students practice four-handed dentistry whereby two students are paired together in clinics, one as clinician and one as assistant. Four‑handed dentistry is an ergonomic chairside concept undertaken in an organized manner, whereby students learn to work efficiently together, decreasing treatment time, reducing stress and improving the quality of work. Students are trained in listening skills, communication skills and problem-solving skills through counseling patients in smoking cessation as well as diet modification. Evaluation of their soft skills is done through the Objective Structured Clinical Examination (OSCE) whereby they are assessed on effective communication and problem-solving skills with simulated patients during counselling.
To further strengthen soft skills among MAHSA dental students, future plans include the incorporation of training in inter-professionalism in the curriculum. The aim is to train students in networking in a positive environment, setting shared goals, creating collaborative plans, making decisions and sharing responsibilities. Training in inter-professional collaboration can help bridge communication gaps, build trust and understanding, promote team mentality, reduce barriers due to hierarchy, thus enabling provision of successful integrated healthcare among different disciplines.
In summary, soft skills are a major competency in
dentistry. It positively affects daily interaction between dentist and patient
which in turn influences improvement of patient’s health, establishment of dentist-patient
relationship and increase in patients’ satisfaction. The ability to communicate
well with patients and clinic staff and also the ability to collaborate
effectively with other health care providers will directly impact the future of
every dental practitioner.
References
1.
Sbaraini A, Carter SM, Evans RW, Blinkhorn A.
Experiences of dental care: what do patients value? BMC Health Serv Res 2012
Jun; 12:177.
2.
Patients Complaints of Dental
Malpractice in Malaysia. Part II: Analysis of Cases from 1997-2004 Malaysian
Dental Journal (2005) 26(2) 87-91
3.
Schouten BC, Eijkman MA, Hoogstraten J. Dentists’
and patients’ communicative behaviour and their satisfaction with the dental
encounter. Community Dent Health 2003 Mar;20(1):11-15.
4.
Maya Dalaya et al., An
Interesting Review on Soft Skills and Prosthodontic Practice. Journal of
Clinical and Diagnostic Research. 2015 Mar, Vol-9(3): ZE19-ZE21
5.
American Dental Education
Association 2008. “Competencies for the New General Dentist
https://www.adea.org/about_adea/governance/pages/competencies-for-the-new-general-dentist.aspx
6. Bhushan
Arun Jawale, Vikas Bendgude, Nadeem Husain, Nilima Thosar, Piyush Tandon.
Soft Skill Appraisal for Dentistry: A Tool for Positive Practice
Management. The Journal of Contemporary Dental Practice, November-December
2011;12(6):475-478
7. Valipour Khajeghyasi R, Liaghatdar MJ, Nili MR, Shirazi M. Ranking
the soft skills of the dental profession based on the importance in job
performance: A mixed method study in Isfahan and Mazandaran Universities of
Medical Sciences. Dent Res J 2021; 18:24.