A dental visit for many patients is not just another routine appointment. The
fear of the dentist is common in the UK, with surveys indicating that about
half of adults have some anxiety before treatment and that a sizeable minority
has dental phobia. If left unmanaged, this can result in patients feeling
apprehensive, avoiding appointments and the potential of more oral health
problems and invasive procedures in the future. As such, dental practices have
an important role in creating an environment and service model that helps
patients to feel more relaxed and at ease.
Understanding Dental Anxiety and Fear
Before a practice can create a solution, it’s important to
understand the underlying causes of patients’ anxiety. There are many potential
reasons why patients feel anxious:
Negative
experiences in the past — painful, rushed or uncomfortable treatment
Fear of pain or
the equipment such as injections or drills.
Loss of control
— patients have to sit still and relax while someone else works in their mouth.
Embarrassment
if oral health has suffered and they are self-conscious about their teeth.
Generalised
anxiety or phobias that can make medical and dental settings especially
stressful.
Patients may experience one or more of these triggers, and
dentists and dental teams should be aware of these issues when helping patients
to relax.
Patient Communication
Building trust is key in patient relationships and
communication is the best way to do this. Dentists and other members of the
team should:
Explain treatment in clear, non-technical language.
Allow patients time to ask questions and address their
concerns.
Use the “tell-show-do”
technique — talking patients through what they are going to do, showing
them the equipment, and then performing the procedure.
Patients can also book pre-appointment consultations, where
they can meet the dental team without having any actual treatment done. This
helps them to get to know the dentist and dental hygienist or therapist, and
build a rapport before treatment begins.
Facility Environment and Sensory
Experience
The physical practice environment also has an important role
to play in making patients feel relaxed:
Creating a calming atmosphere at the reception area,
such as comfortable seating, warm lighting, and welcoming décor rather than an
overly clinical or sterile look.
Incorporating background music, aromatherapy or other
sensory elements to create a calming atmosphere.
Providing private waiting areas for anxious patients
who would rather avoid the busy reception area.
Longfellow Road
Dental Practice, for example, is keen to ensure that patients
are comfortable and puts this into action through the supportive atmosphere,
the implementation of new technology, and helping to calm down even the most
scared patients. These can be as simple as offering water to patients,
displaying art on the walls or ensuring the practice smells fresh.
Staff Training in Empathy and Anxiety
Management
All members of the dental team—from the reception staff
through to the hygienists—play a role in the patient experience. Training staff
in empathy and anxiety management can have a big impact, by:
Recognising signs of anxiety.
Using calming and positive language.
Demonstrating a calm and unhurried approach.
Patients often form an opinion about whether they will feel at
ease during their visit within the first few minutes of their appointment, so having
a friendly and understanding reception team is important.
Flexible Appointment Options
Anticipation is often what causes anxiety, so practices can
help by offering:
Fast-tracking
nervous patients to keep waiting times short and avoid fear building in a
busy waiting area.
Longer
appointments so the dentist can work at the patient’s pace and take breaks
if necessary.
Morning
appointments so patients don’t have to spend the day worrying about their
visit.
Flexibility shows the patient that the practice is listening
to their needs and is trying to meet them.
Patient Options for Pain and Anxiety
Control
Modern dental practices provide a range of options to manage
both pain and anxiety:
Topical
anaesthetics to reduce the initial sting of injection.
Gentle delivery
techniques to make injections more comfortable.
Sedation
dentistry — oral sedation, inhalation sedation (nitrous oxide), or IV
sedation, administered by trained professionals.
It’s also important for patients to receive clear information
and to feel empowered in making decisions about these techniques to suit their
own preferences.
Use of Technology
Innovations in dental technology can make procedures more
comfortable for patients:
Digital scanners
can replace uncomfortable impression moulds.
Modern
handpieces are quieter and less intimidating.
Intra-oral
cameras allow dentists to show patients what they are seeing, building
transparency and trust.
Virtual reality
headsets can distract patients with calming or entertaining visuals during
treatment.
Emphasis on Preventive Care
Practices can help by ensuring that their patients have good
oral health between visits, reducing the likelihood of complex and invasive
procedures that may trigger anxiety. Dental teams can:
Encourage preventive care through regular check-ups.
Provide tailored oral hygiene advice.
Congratulate patients on improvements to build positive
associations with visits.
Overall, a Patient-Centred Approach
Fundamentally, good practice management means taking a patient-centred approach in all areas
and treating the patient as a whole, not just their teeth. A philosophy that
considers comfort, dignity, and emotional wellbeing alongside clinical care
will build patient loyalty, trust, and encourage patients to attend regular
check-ups and recommend the practice to family and friends.