General dentists and prosthodontic specialists commonly perform crown and bridge procedures. Did you know these procedures are responsible for the most negligence cases and board complaints? It’s unfortunate, but true. Many practitioners will encounter complications or failures during crown and bridge treatments, which can trigger patient complaints or even legal or regulatory (State Board) actions. Given these treatments’ high cost, the time-consuming nature of the task, and aesthetic importance, they are inherently risky and require careful management to avoid complaints.
Mitigating Patient Dissatisfaction with Thorough Consent and Communication
Patients may express dissatisfaction if they believe they received inadequate treatment or feel excluded from decision-making. Sometimes, complaints arise from personality conflicts with the doctor or staff rather than technical issues. Communication is key! Don’t underestimate the power of effective communication to mitigate risks. Keeping the conversation flowing throughout the process can make a difference. For example, a comprehensive informed consent conversation at the outset, including risks, benefits, and alternatives, can help to set expectations and identify patients who may be challenging to satisfy. Don’t forget to discuss the fees and the number of appointments needed to finish the restorations when going through the consent process.
Make sure you’re on the same page and that the patient has all the information they need. Inform the patients about the duration they will have to wear temporary restorations and obtain additional consent before finalization and cementation of the restorations. Also, explain the possibility of extra fees if they change their mind about the fit, contour, or shade after approving them. Other strategies include transparent treatment plans, empathetic office personnel, and timely addressing of pain, discomfort, and other complications.
Avoiding Patient Complaints and Addressing Issues Early
With many of the “formal complaints” we see, very few come as a surprise upon objective reflection. Patients often feel compelled to seek external avenues to resolve their issues when they perceive there is no pathway to resolution internally.
To prevent patient complaints effectively, start with a complete patient history and understand their motivations, expectations, and aesthetic worries. Despite making the best possible efforts, complications and failures may still occur. As a result, healthcare practitioners must be prepared to handle complaints and address issues quickly, empathetically, and professionally.
When a patient makes a complaint, address it before they feel the need to take legal action. To do this, identify dissatisfied patients early – and promptly intervene. The top priority is ensuring patients know they can always rely on you to listen to their complaints and provide the best possible solutions. Create a safe and welcoming environment where patients feel comfortable sharing their concerns and have the confidence that their problems will be addressed quickly and effectively. Assure them that you are here to help every step of the way.
Personalize Your Communication and Show the Patient You Care
Imagine if you were the patient in need of dental care. Wouldn’t you want someone to put themselves in your shoes and understand your perspective? Try to take an objective look and see things from their point of view. Communication through face-to-face or phone conversations is recommended, as they are more personal than email or text messages. When speaking to the patient, be empathetic and avoid defensiveness, even if you think the complaint is unreasonable. Avoid an emotional response. Create a space where patients can share their thoughts and feelings without interruptions. Accept their feelings and opinions, even if you disagree. Show the patient that you care and that their complaint will be handled fairly. When necessary, the treating doctor should lead the discussion (especially if the complaint concerns treatment) and a witness should be present. If the patient becomes angry, set clear boundaries.
Call Your Malpractice Insurer If Your Best Efforts Still Don’t Work
If an agreement cannot be reached regarding a treatment accommodation, consider settling the matter as a business decision, never admitting liability or improper practice. You should always initiate the settlement process by contacting your malpractice carrier and discussing the issue and potential resolutions. If the settlement attempt is unsuccessful and a lawsuit is filed, your malpractice carrier will inevitably need to intervene. Settlements can take many forms, including monetary reimbursement, cash refund, or complimentary care. You will also need to determine whether a release of liability is appropriate. If any part of the treatment was paid for by insurance, you must inform the insurance company about the settlement.
It is commonly believed that the most crucial factor in avoiding malpractice lawsuits is the trust the patient has in their practitioner. Building trust is the backbone of a successful dentist-patient relationship. Patients need to feel confident in their dentists. They want to know that their dentist is skilled, but also knowledgeable and reliable. Dentists can build trust with their patients by actively involving them in their treatment process. Patients who know and trust their dentist are less likely to sue them. When it comes to dealing with grievances, act with speed and urgency. Taking prompt and decisive action can not only help resolve the issue, but also demonstrate that you care about the patient’s concerns. Address any grievances as quickly as possible.
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The information contained on the DentistCare Blog does not establish a standard of care, nor does it constitute legal advice. The information is for general informational purposes only. We encourage all blog visitors to consult with their personal attorneys for legal advice, as specific legal requirements may vary from state to state. Links or references to organizations, websites, or other information is for reference use only and do not constitute the rendering of legal, financial, or other professional advice or recommendations. All information contained on the blog is subject to change.