Building and maintaining a strong doctor/patient relationship is essential for success in dental practice. It begins even before the patient sets foot in the office, as it may start with an initial interaction at an event or function outside of the office environment. Once a doctor/patient relationship is established, the dentist assumes responsibility for the patient's dental care.

The foundation of a positive doctor/patient relationship is trust. Patients need to trust that they can be open and honest about their health status, medications, and compliance with home care instructions. It's important for dentists and their staff to communicate to patients that this information is crucial for accurately assessing their oral health needs and designing an appropriate treatment plan. Patients should feel assured that their information is confidential and that their trust is respected by the dental team.

In turn, dentists need to trust that patients provide comprehensive and accurate information about their medical conditions. It's important to explain to patients the reasons behind the questions about their personal medical histories, drug use, and behaviors, and how this information impacts their dental care. Using simple language and avoiding technical jargon during discussions about diagnosis, treatment plans, and findings from oral exams and radiographs can also help patients better understand and trust the information being conveyed.

However, despite the best efforts, misunderstandings or breakdowns in communication can occur, leading to patient complaints. Dentists should always be open and willing to listen to patient complaints or concerns, as genuine dialogue can often resolve the issue. Patients want to feel heard, acknowledged, and taken seriously, and may simply need an explanation or an apology. Research has shown that dentists who spend more time with each patient, actively listen, maintain a friendly atmosphere, and show compassion are less likely to receive complaints.

In the unfortunate event of a mistake or error, dentists should take prompt remedial action to correct the issue. This may include referring the patient to a specialist, and being transparent and honest about the mistake. Concealing errors or misrepresenting the cause of a patient's injury can breach the dentist's fiduciary duty of honesty and fairness, and may lead to a malpractice claim. Apologizing for the patient's injury is not necessarily an admission of wrongdoing, but rather an expression of compassion. Here's an example:

In the bustling dental practice of Dr. Thompson, patients come and go with various dental concerns. From routine cleanings to complex procedures, Dr. Thompson and his team work diligently to provide the best care possible. However, one day, a patient, Mr. Johnson, returns with a complaint. During a recent procedure, he experienced discomfort and was left with a lingering pain. Dr. Thompson, a seasoned professional, knows that mistakes can happen, even in the best of practices.

In response to Mr. Johnson's complaint, Dr. Thompson takes prompt remedial action. He carefully examines Mr. Johnson's dental records, consults with his team, and determines that a referral to a specialist is necessary to address the issue effectively. Dr. Thompson does not shy away from being transparent and honest with Mr. Johnson about the mistake that occurred. He understands that concealing errors or misrepresenting the cause of a patient's injury can breach his fiduciary duty of honesty and fairness, and may even lead to a malpractice claim.

With a heavy heart, Dr. Thompson sits down with Mr. Johnson to explain the situation in a compassionate manner. He apologizes for the pain and discomfort Mr. Johnson experienced, understanding that apologizing is not necessarily an admission of wrongdoing, but rather an expression of compassion towards the patient's unfortunate situation. Dr. Thompson assures Mr. Johnson that steps have been taken to rectify the issue and that he will continue to closely monitor his progress to ensure proper resolution.

Mr. Johnson, appreciating Dr. Thompson's candid approach, expresses his gratitude for the prompt action taken and the sincere apology. He understands that mistakes can happen, but it is how they are handled that matters the most. Dr. Thompson's professionalism and commitment to patient care have not wavered, and Mr. Johnson's trust in him is restored.

As time goes on, Dr. Thompson's practice continues to thrive, with a strong foundation of trust and open communication with his patients. He has learned from this experience that prompt remedial action, transparency, and honest communication are essential in maintaining a positive doctor/patient relationship. Dr. Thompson and his team are dedicated to providing the highest standard of care to their patients, ensuring that their fiduciary duty of honesty and fairness is upheld at all times.

It's important to note that in some states, certain statements of apology may not be used against the dentist in a malpractice action. Following the principle of "If you mess up, fess up" and taking appropriate remedial action can help prevent legal issues and maintain a positive doctor/patient relationship.

In conclusion, building and managing a positive doctor/patient relationship is a key factor in the success of a dental practice. It requires trust from both parties, effective communication, active listening, and prompt remedial action when mistakes occur. By nurturing a strong doctor/patient relationship based on mutual respect, open communication, and trust, dentists can mitigate risks, reduce patient complaints, and provide high-quality care to their patients.