Dental Law - What You Need To Know
Dental Law - What You Need To Know
A summary of what every dental practice owner should know and implement in the day to day operations of their practice.
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The Proper Way to Handle Patient Complaints

The Proper Way to Handle Patient Complaints

5/8/2017 8:00:00 AM   |   Comments: 0   |   Views: 131
 

The Proper Way to Handle 
Patient Complaints
Patient satisfaction is a vital part of every practice. Patient dissatisfaction is a precursor to malpractice litigation and board complaints. When you receive a patient complaint, how you handle the complaint may have a direct impact on how the complaint is resolved. All dental practices should have protocols in place to address patient complaints based upon the following recommendations:
  • Identity one individual as the primary person to handle complaints.
  • Conduct staff training.
  • Be sure to convey concerns and avoid being judgmental.
  • Keep your written responses concise and simple.
  • Maintain copies of correspondence and document conversations in the patient's chart. Quote the patient communication when documenting their concerns.

How a patient complaint is handled has a direct impact as to whether a potential malpractice claim and board complaint is settled, or allowed to fester and explode.

May 8, 2017


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Stuart J. Oberman, Esq handles a wide range of legal issues for the dental profession including cyber security breaches, employment law, practice sales, OSHA, and HIPAA compliance, real estate transactions, lease agreements, noncompete agreements, dental board complaints, and professional corporations.
 
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