Dentist Communication and Patient Utilization of Dental Services: Anxiety Inhibition and Competence Enhancement Effects

Research on the relationship between dentists and their patients indicates that communication plays a central role. In two studies, communication increased patient utilization of dental services by inhibiting patient treatment anxiety and by enhancing the perceived technical competence of the dentist, as predicted by Corah, O'Shea, and Bissell(1985). Information sharing enhanced competence and inhibited treatment anxiety. Information contained in comforting messages had an overall effect of reducing anxiety, although the mere mention of pain may heighten anxiety somewhat. Comforting messages also indirectly enhanced patient perceptions of the dentist's competence through information sharing. The knowledge displayed during information sharing enhanced competence directly. Information sharing also had an indirect effect on competence, mediated by the interpersonal attractiveness of the dentist. The second study replicated these findings, but also found that utilization depended on the subjective norm of the patient, and the patient's intention to support the dentist (i.e., by returning for future appointments and recommendations).Intent to support mediated the link between dentist competence and utilization. A possible link between dentist orientations toward their patients and information sharing is discussed.