Lina Jasulaityte has drawn up scripts for her work at Jeugdtandzorg West in The Hague that can be helpful during telephone conversations.

Lina says: “We have to call many patients to cancel appointments in the practice. I wanted to help colleagues to talk to patients in a structured way, so that a conversation with a patient is more than just canceling the appointment.”

The reactions of both colleagues and patients she speaks to are so positive that she is happy to share the scripts with everyone:

• Motivating conversation on the phone with the parents of (young) children
• Motivational conversation on the telephone with a patient/adolescent

The scripts are just an example, which you can use to prepare for the conversation with your patient. Lina: “Motivational Interviewing (MI) is the foundation of Gewoon Gaaf. If you are not yet experienced with the Motivational Interviewing method, the scripts can provide a guideline. You will gain insight into the structure of an MI conversation.

In the conversations I have been having lately, I notice that sincere attention makes the difference. I let people realize for themselves what they can do, with respect for autonomy. The parents/patients will decide for themselves what is important and feasible for them in this difficult situation to achieve oral health. Hearing confirmation about what is already going well gives you self-confidence. Stimulate targeted open questions and reflections to set new goals.

Sometimes I also give short instructions, with permission, for example when new molars emerge or patients or parents think they see a cavity. I tell them that caries can still be stopped even after cavitation by brushing thoroughly with fluoride toothpaste and then send a brushing instruction brochure. Instruction via video calling is also possible. You notice that you can mean a lot to your patients in this way. Everyone is happy with positive attention, both patients and caregivers.”

Lina notes that this time also offers opportunities: “These telephone consultations are an ideal opportunity to practice your conversation techniques. We can't duck the mouth right now. That is why we now have to focus on causal treatment (behavioral change, as the basis of NRC and NOCTP) and our relationship with the patient. The response from patients has been so positive that I look forward to speaking to more of my patients in this way!”

(April 2020)