Handling the Problematic Dental Patient

Dental patients come in all personality types, each bringing their own attitudes, strengths, and shortcomings. While we’ve discussed the ideal patient at length in terms of marketing, what about those that land at the other end of the scale for whatever reason – the problematic patient?

A patient can fall into the difficult category for a variety of reasons and not all of them may be within their control. It’s vital as a team to determine how best to handle the situation that results in a successful outcome for everyone if possible.

Whether it’s a communication gap, financial concerns, or a time management issue, there are potential solutions for each. Step into our waiting room and meet the six problematic patients on today’s schedule.

Difficult Derwood

The problem: This patient has a history of difficult behavior during and after his dental care. Perhaps he’s rude to the team; yells at the financial coordinator about his bill; is never happy with his treatment results; or eats an onion sandwich right before his cleaning.

Solutions: With someone like Derwood, it’s important to establish clear office policies and communicate them upfront. Use active listening and remain professional when addressing their concerns. Offer options or compromises where possible but recognize when it’s time to consider dismissing a disruptive patient. (More on that later.)

No-Show Marlo

The problem: Cancellations and no-shows are an ongoing problem for dental practices, interfering with production and impacting the bottom line. When a patient like Marlo repeatedly misses appointments or cancels at the last minute, proactive steps are necessary.

Solutions: Send regular reminders via text, email, phone, or all of the above, to prevent forgetful patients from missing their appointments. It’s important to not only implement a clear cancellation policy upfront, but to enforce it as well with appropriate fees or in worst cases, dismissal.

Past-Due Percy

The problem: The lack of dental coverage in the U.S. means a financial burden for many seeking oral healthcare. However, dental practices maintain significant overhead and are not in the position to carry indefinite balances for patients like Percy who ignore efforts to collect.

Solutions: Clearly explain fees and payment policies before treatment and collect upfront when feasible. Offer multiple payment options and consider partnering with third-party financing companies like CareCredit. Be willing to negotiate in good faith for patients with genuine financial hardship.

Non-Compliant Calista

The problem: The patient-dentist relationship involves working together for a common goal. If a patient is chronically non-compliant with treatment plans, the relationship suffers.

Solutions: Educate patients thoroughly about their oral health condition and use visual aids if possible. Set realistic expectations and goals. Offer praise for adherence to treatment plans and demonstrate progress as a natural incentive.

Failure-to-Communicate Nate

The problem: Often through no fault of their own, there can be communication barriers that make standard dental care difficult. Whether they are a non-native speaker, hearing impaired, or have other comprehension issues, these patients require thoughtful management.

Solutions: Bilingual team members can be invaluable. Provide translated materials and employ visual aids and demonstrations when possible. Train team members to practice active listening and cultural sensitivity.

Anxious Abigail

The problem: Abigail is one of millions who struggle with anxiety or fear surrounding dental visits. Their stress and discomfort can prevent them from seeking care, and once they do the appointments can be difficult for all involved.

Solutions: Dental anxiety can be successfully addressed on several levels. Create a calm office environment and communicate clearly about procedures and outcomes. Distraction techniques and tools such as music, weighted blankets, and virtual reality goggles have proven effective. Offer a variety of sedation options for highly anxious patients and consider gradual exposure therapy for severe cases.

Time to Say Goodbye?

Many of the problem patients in your waiting room can be handled with care and compassion, resulting in a successful outcome for everyone. However, it goes without saying that any patient who is physically or verbally abusive can’t be permitted to put your staff and practice at risk.

Dismissing any patient is a serious decision that should be handled carefully and professionally. If all attempts to resolve the issues have failed, proceed in a way that protects your practice legally and ethically while still prioritizing patient care. Here are some valuable steps to take:

• Keep detailed records of problematic behavior and document all attempts to address the issues.
• Consult your local dental association for regulations and legal guidelines.
• Provide written notice of dismissal via certified mail and include the reason in general terms.
• Maintain professionalism in person and in writing. Be firm but respectful.
• Settle any outstanding balances or refunds.
• If appropriate, provide a referral to another provider and be sure to promptly transfer records when requested.
• Update internal records, removing patient from automated systems and briefing staff to prevent future scheduling.
• Learn from the experience. Review the situation and institute team training if merited.

Dentists and dental marketing professionals typically focus on patient acquisition, so dismissing them might go against the grain. However, handling problematic patients with established protocols in place can go a long way in fostering good relationships while protecting your team and reputation.

At RAMP, we offer a variety of services that can help with gaining new patients, as well as strengthening your practice through the ups and downs. Contact us today and schedule a free strategic session.