Opening Insight
Interruptions are an inevitable part of modern dental practice. A telephone rings during a consultation, a team member needs an urgent decision, an emergency patient arrives unexpectedly, or a laboratory calls with an important question.
While we cannot eliminate interruptions, we can choose how we respond to them.
Patients notice that choice.
The Principle
Every interruption has two dimensions. The first is the practical issue that requires attention. The second is the emotional message it sends to the patient.
If interruptions are handled abruptly, patients may feel unimportant, ignored, or forgotten. If they are managed with courtesy and transparency, patients usually remain understanding.
A simple explanation such as:
“Excuse me for just a moment. I need to attend to something urgent, and then I’ll give you my full attention.”
followed by genuine eye contact and a prompt return to the conversation reassures patients that they remain your priority.
Professional communication is not about avoiding interruptions. It is about protecting the patient’s experience when interruptions occur.
From the Practice
Throughout my years in practice, interruptions were unavoidable. Emergencies happened, laboratories called, and staff occasionally needed immediate guidance.
I learned that patients rarely became frustrated because I was interrupted. They became frustrated when they were left wondering what was happening.
Whenever possible, I acknowledged the interruption, apologised briefly if appropriate, and then deliberately returned my attention to the patient.
One simple sentence often made all the difference:
“Thank you for waiting. Now, let’s continue where we left off.”
That small gesture reminded patients that they had not been forgotten.
Key Takeaway
Interruptions may be unavoidable, but making patients feel unimportant never is.
Dr Kaplan’s Perspective
One of the quietest ways to demonstrate respect is to return your full attention to the patient after an interruption. Presence is not measured by how little your day is interrupted, but by how completely you reconnect when it is.
Reflection
Think about the last time your consultation was interrupted. How quickly—and how intentionally—did you reconnect with your patient afterwards?