Patient Grievances: How to Handle a Complaint Filed with a Dental Plan

You’ve just returned from a long weekend, and amongst the advertising inserts and supply invoices stacked on the front desk you notice a thick envelope sent by a dental plan. Once you open the envelope, you recognize the name of a patient who recently completed treatment and realize that patient has filed a grievance with their dental plan.

Most dentists have many questions when they find out a patient has filed a grievance, but being prepared can help reduce stress.

Take a few minutes to check your knowledge on how best to respond to patient grievances to avoid a potentially costly mistake.

Members can sign in to use resources that support handling patient grievances:

• The Associate Dentist’s Role in Audits, Complaints and Dental Board or Dental Plan Grievances 

• Understanding Common Patient Objections 

• Clinical Chart Documentation Guidelines 

Additional support from TDIC:

• When Patients are Angry: De-escalation and Risk Mitigation are Vital Tools 

Practice Health Checks are a benefit of your CDA membership. Sustain your practice’s ongoing health and vitality by evaluating your preparedness in key areas.