Dentists can employ a few practices to prevent and handle dental board complaints throughout their careers.
Barry Lyon, DDS, is a chief dental officer for the division of orthodontics and pediatric dentistry at Sarasota, Fla.-based DSO Dental Care Alliance. He previously spent eight years serving in various roles for the Maryland State Board of Dental Examiners, including one term as president.
Dr. Lyon recently shared with Becker's his tips for dentists when dealing with complaints and how to avoid them.
Here are Dr. Lyon's tips for dealing with five common complaints:
Editor's note: This Q&A is part of a weekly series featuring Dr. Lyon focused on topics in the dental industry and DSO field. This response was lightly edited for clarity and length.
- Infection control violations. Since protection of the public is a cornerstone of a board’s duties, these complaints are taken very seriously. Once the complaint is received, an unannounced, very detailed inspection may occur. Be certain to have records of spore testing, proof of barrier use, working autoclaves and labeled instrument packs. Evidence of cross-contamination can result in the immediate closing of a dental office.
- Incompetence. Like it or not, patients expect their dentist to be perfect. When treatment goes wrong, it’s the dentist who gets blamed. Too many dentists get involved in cases that exceed their skill sets. Once committed to treatment, stubbornness often prevents the dentist from referring the case to a specialist. A patient may be pacified by refunding their co-pay and returning to the insurance company whatever they received. If a patient asks for a refund, the dentist would be wise to consider the request, whether they feel it is deserved or not, and proceed with the refund upon the patient signing a release. This is a very small price to pay to prevent a dental board complaint and the monumental anxiety it can cause; not to mention the cost of legal representation.
- Rudeness. While being rude generally isn’t a violation of a state's dental law, complaints whether with or without merit, remain on the dentist’s record with the dental board. Certainly, it is best to treat patients with respect even when baited by an irate patient.
- Insurance fraud. This can take many forms and can include unbundling, up-coding, billing for services not rendered and forgiving a co-pay. Money refunded to a patient for a service also requires a refund to the insurance company.
- Sexual misconduct. These complaints are often filed under the most bizarre of circumstances. A dentist, male or female, should never be alone with a patient, especially if the patient has been sedated. Avoid meeting unfamiliar patients in the office after hours.