Handling the Phone Call: Assessing and Addressing Jaw Pain

QUESTION

A male patient calls stating that he is experiencing pain in the “jaw joint” on the right side of his mouth and he says that he has been hearing a clicking sound when he chews and the pain is getting progressively worse. He also says that he is having problems opening his mouth and he request an appointment to see the physician. How do you handle this phone call?

ANSWER

Handling the Phone Call: Assessing and Addressing Jaw Pain

When receiving a phone call from a male patient experiencing jaw pain, it is essential to handle the call with empathy, attentiveness, and professionalism. Here is a suggested approach to handle this phone call effectively:

Active Listening and Empathy

Start by actively listening to the patient’s concerns and demonstrating empathy. Acknowledge the patient’s pain and discomfort, and assure them that you are there to help.

Example response: “I’m sorry to hear about your jaw pain and the difficulties you’re experiencing. I understand that it can be quite uncomfortable. We will do our best to assist you.”

Gathering Information

Ask open-ended questions to gather more information about the patient’s symptoms, including the location, severity, duration, and any associated symptoms. This will help in understanding the situation better and determining the appropriate course of action.

Example questions:

– “Can you describe the type of pain you are experiencing?”

– “When did you first notice the clicking sound and the pain?”

– “Have you tried any home remedies or over-the-counter pain relievers?”

Triaging and Urgency

Based on the patient’s symptoms, assess the urgency of the situation. If the patient’s symptoms indicate a potentially serious condition or if they are unable to open their mouth, consider advising them to seek immediate medical attention or guiding them to go to the emergency department.

Example response: “Based on the symptoms you’ve described, it’s important that we address this promptly. I recommend you seek immediate medical attention by going to the emergency department.”

Scheduling an Appointment

If the symptoms are less severe and not immediately life-threatening, schedule an appointment for the patient to see the physician as soon as possible. Offer available time slots that align with the patient’s schedule, ensuring they can be seen in a timely manner.

Example response: “I will schedule an appointment for you to see the physician. How about [provide available dates and times]? Please let me know your preference, and we will arrange the appointment accordingly.”

Providing Self-Care Tips

In the meantime, offer the patient some self-care tips to manage their symptoms and provide temporary relief. These may include avoiding hard or chewy foods, applying a warm compress to the affected area, and practicing gentle jaw exercises.

Example response: “While waiting for your appointment, you can try some self-care measures to alleviate the discomfort. Avoid hard or chewy foods and apply a warm compress to the jaw area. Additionally, you can gently perform some jaw exercises to help with flexibility. Would you like more information on these self-care techniques?”

Reassurance and Follow-up

End the conversation by reassuring the patient that they have taken the right step in seeking medical attention. Provide them with contact information or instructions on how to reach out if their condition worsens or if they have any further questions or concerns.

Example response: “Thank you for reaching out to us. By seeking medical attention, you’ve taken the appropriate step. If your symptoms worsen or if you have any other questions or concerns, please don’t hesitate to contact us. We are here to support you.”

Remember, every patient interaction is unique, and it is crucial to adapt your approach based on the patient’s specific needs and the severity of their symptoms. The above steps provide a general guideline for handling the phone call effectively and ensuring appropriate care for the patient.

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