Case Overview:

A 28-year-old patient, accompanied by her mother who was referred by an acquaintance, visited Dr. Xu’s dental clinic without making an appointment. The patient’s primary concern was a defect in her upper left first incisor. Upon examination, it was observed that all four upper incisors exhibited mild rotation, with approximately one-fifth of the upper left incisor missing. However, the lower anterior teeth were well-aligned, and the occlusion was satisfactory.

Conversation Begins:

Dr. Xu: “Resin won’t suffice to repair this tooth. I recommend orthodontic treatment to properly align the tooth, followed by a porcelain crown.”

Patient’s Mother: “How long will that take, and what will be the cost?”

Dr. Xu: “Orthodontic treatment typically takes about 1.5 years, and the cost of the crown depends on the material… (Before he could finish, the patient’s mother interrupted.)”

Patient’s Mother: “That’s too lengthy!”

Dr. Xu: “Alternatively, you could opt for just the porcelain crown. However, considering the slight misalignment of all four front teeth, for an optimal outcome, treating all four would be necessary. This would only take about a week. We can begin with a mock-up for aesthetic evaluation before finalizing the material.” (Dr. Xu instructed the nurse to show them previous mock-ups for reference.)

Error 1: Dr. Xu presented treatment options without fully understanding the patient’s true needs, prioritizing sales tactics over patient-centered care.

Error 2: The clinic lacked an appointment system, allowing patients to show up at their convenience, causing the dentists to be constantly busy. This lack of structure not only made dentists feel overwhelmed but also led to patients not taking appointments seriously, sometimes even failing to show up.

Alternative Approach for Dr. Xu:

Dr xu can ask:What kind of aesthetic result are you looking for? Everyone has different standards of beauty. While having all four teeth treated would achieve perfection, some people may feel one crown is sufficient. What do you think?

Error 3: Dr. Xu failed to observe the patient’s reactions and accurately assess her desires, missing a crucial opportunity to understand her needs better.

Error 4: Dr. Xu did not schedule a specific time for the patient to return and review the mock-up, leaving the arrangement open-ended.

Conclusion:

Enhance patient care and communication skills from each case,it is important to do it,by this way,progress in patient management and treatment planning is inevitable.