Questions patients ask

Patients ask questions and how you answer is important. It can either build or destroy your relationship with them.

Here are eight challenging questions patients ask, along with a suggestion on how to answer each one.

1. “Is this going to hurt?”

When a patient asks this, honesty builds more trust than reassurance alone. The best answer acknowledges that discomfort is possible, while explaining what you’ll do to minimise it:

“You’ll feel pressure and maybe discomfort. If at any point you feel pain, raise your hand and I’ll stop immediately.”

2. “Why didn’t my last dentist tell me about this?”

This question carries an undercurrent of frustration and accusation. Handled poorly, it puts you in the awkward position of criticising a colleague. The best response avoids casting blame:

“Dental conditions progress and what’s visible today may not have been detectable at your previous visit. What matters is that we’ve found it and can talk about your options.”

3. “Is this necessary, or are you just trying to make money?”

This question is blunt and accusatory. Answering it well can transform a suspicious patient into a trusting one. It’s important to be open because defensiveness destroys trust:

“That’s a fair thing to ask, and I’m happy to show you the photos, scans and x-rays. Also, you’re welcome to get a second opinion.”

4. “How much is this going to cost?”

Cost transparency is not optional. Patients want figures before they agree to treatment, and vague answers breed distrust. Don’t use the words “about” or “approximately”. Work out the cost and tell them. The ideal response is simple and practical:

“Your treatment will be $4,350.”

5. “Why do I need X-rays?”

Radiation anxiety is real, and patients who ask this question are being responsible about their health. They deserve a clear explanation rather than a dismissive one. A useful answer:

“Dental X-rays use a very low dose of radiation, less than a short flight. We only take when absolutely necessary to prevent us missing problems that are invisible to the naked eye, like decay between teeth or changes in bone.”

Ultimately, if a patient refuses you need to document it so you won’t be held responsible for things that get missed.

6. “Can I leave it and see what happens?”

Patients ask this question hoping for permission to delay treatment. Rather than simply saying no, it’s good to paint a clinical picture:

“It’s your mouth so it’s your decision. Here’s what I’d expect to see over the next twelve months if you leave this untreated.”

Describe the likely progression. For example: a small cavity becomes a large one, a large cavity reaches the nerve, a root canal becomes an extraction. Don’t exaggerate but also don’t minimise.

7. “How long will a crown last?”

What a loaded question! The patient is looking for reassurance that a crown is the right decision, but the dentist doesn’t want to give guarantees. Who knows if the patient will floss? Or wear their night guard? Or develop a taste for sports drinks? The right answer gives reassurance but doesn’t guarantee an outcome:

“I’ll be very disappointed if your crown doesn’t last at least ten years.”

The patient hears “at least ten years” but it’s carefully crafted. If it turns out to be less than ten years you’re disappointed but you haven’t guaranteed that outcome.

8. “Can I get a second opinion?”

This question can feel like a challenge to your clinical judgment, but it’s actually an opportunity to demonstrate openness and professional confidence. The right answer is simple:

“Absolutely. If you have any doubts about what I’ve recommended, getting another perspective is a smart thing to do. I can provide you with your X-rays and clinical notes to take with you.”

A final word

Questions are not interruptions to the practice of dentistry, they’re part of it. Each one is a patient reaching out for reassurance. The dentists who handle these well are the ones whose patients stay and refer their friends.

If you’d like to go deeper on dental patient communication, my Case Acceptance course covers the full system including how to present treatment in a way that makes difficult questions less frequent in the first place. And if this article resonated, The Harder You Push, The Less Treatment Gets Accepted is the natural companion piece.

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