It may surprise you that most of the complaints we receive at the Wisconsin Dental Association are the result of breakdowns in communication between patients and their dentist or dental staff, and not simply because a patient is unhappy with a clinical procedure.
When it comes to unhappy patients, there is good news and bad news. The good news is that most likely your patients are generally quite happy with the clinical care you provide, even amongst those who have complications or concerns. However, the bad news is that you may have a patient who quietly feels something is not quite right and may have plans to file a complaint as they head out your door.
It’s easy to assume that if the patient doesn’t ask questions, he or she understands their dental needs and treatment plan. However, we get many calls from patients asking, for example, why they can’t have a “regular cleaning” instead of the “more expensive” periodontal maintenance. They might not have said a peep to you about their reservations, but they have plenty to say when they call the WDA. With a little education, most patients understand the differences between treatments and the necessity for them. With a little luck, you may never even know about it. You can, however, help avoid the confusion and, quite frankly, the suspicion of your patient by asking him or her to repeat their treatment plan recommendations, and the rationale behind them, in their own words.
Encourage your patients to be well-informed about all aspects of their dental care. In addition to the benefits of a given treatment plan, thoroughly discuss all treatment options, risks and possible complications. Investing some time at the outset can save you countless hours, as well as the stress of answering a complaint, down the line.
