As practitioners you can play a big part in reducing the types of complaints filed. The Commission encourages practitioners to review and consider the following suggestions:
Analyze Your Communication Style: Practitioners who receive multiple complaints may need to do some serious self-assessment. Could these complaints be reduced by improving communications? Can the “patient” be wrong in so many cases? Is there something in your manner or demeanor with patients that is upsetting them? Do you really listen and address their questions and concerns?
Communication: Maintain open and honest communication with your patients. Many of the complaints received by the DQAC are simply the result of poor communication rather than quality of care issues. Educate your staff on the importance of good personal relations with your patients. A little extra time and effort upfront may eliminate costly and time consuming responses to complaint allegations down the line.
Records Release: Many inquiries and written complaints on this topic are received each month. Become familiar with the law related to release of patient records. Patients are entitled to copies of their records upon written request and there are timeframes with which those requests must be responded to. Failure to respond in a timely manner could result in disciplinary action.
Know The Law: Become familiar with the dental law. Every licensed practitioner should obtain an updated copy of the Law Relating to the Practice of Dentistry. We hope the new format, table of contents and page numbers will make it easier for you to identify and access information you may need.
Address Changes: Make sure to notify the Customer Service Center of address changes. The post office will not forward state mail even if a revised address label is provided.
Annual Renewal: Make sure to keep your dental license renewed annually (on or before birthday) and posted in a location visible to the public. Also, check that other licenses, i.e., X-ray equipment, business licenses, and the licenses of your auxiliary personnel (dental hygienists) are also current and updated as required. As the licensed practitioner you are responsible to ensure these items are up to date. Do not confuse payment of your professional license renewal fee to the Department of Health with payment of WSDA membership dues.
Advertising: Review the law pertinent to advertising. Make sure to include your name in the advertisement. Make sure wording or costs listed in advertisement does not misrepresent services or mislead the public. Patients biggest complaints have to do with feeling "mislead".
Billing/Insurance: Make sure patients clearly understand the procedures you are performing and the costs associated with those services. Patients often complain that they did not authorize services or that they were not clearly informed of their financial responsibility for services. If you offer to coordinate insurance benefits, follow through. Inform the patient of any limitations, discrepancies or service limits.
Prescribing: Become knowledgeable on the laws related to prescribing. Dentists are authorized by law to prescribe only for dental-related conditions. Familiarize yourself with the law regarding prescribing, dispensing or distributing controlled substances or legend drugs. Know when drug inventory and distribution logs must be kept.
Call For Assistance: Department staff are available to provide you with technical assistance related to the licensure, renewal and adjudicative processes. There may be times when we cannot answer specific questions, but we will make every effort to provide you with suggestions or other sources that may be able to help you.
