Dental complaints are a fact of life in the practice of dentistry. Of course, realizing that a patient had a negative experience at your dental practice never feels good. You may even feel upset or angry. However, it’s critical to address dental complaints promptly and professionally, which helps minimize the damage to the reputation and credibility of your practice.

Keep reading as we explain five expert tips on handling patient complaints about your dental practice.

How To Respond to Dental Complaints in a Professional Manner: 5 Tips for Dental Professionals

Nobody enjoys criticism. Hearing patients complain about your dental skills requires patience, grace, and open communication. Establishing communication in dental offices among dentists, administrative staff, and patients is one of the best ways to address and resolve concerns. For example, Team Chat is an effective way to strengthen communication and verbal skills.

1. Be Patient, Genuine, and Calm

Even if you feel like tearing your hair out or snapping back at a patient — and let’s be honest, complaining patients can often be quite rude — it’s important to maintain emotional and verbal control. At all costs, avoid escalating into a tense confrontation, which makes you look unprofessional or, even worse, aggressive. Instead, take a deep breath, count to ten, or splash cool water on your face. Teach yourself a trick or mantra to help you calm down, even if that means removing yourself from the situation for a bit.

2. Document the Complaint, Investigate the Facts, and Follow Mandatory Procedures

Every patient has the right to complain about their dentist or dental practice. A verbal or written complaint on a feedback survey is minor; sending an official complaint form to the state dental board is serious and could result in disciplinary action. If one of your patients makes an official complaint, be sure to collect related records, document the allegation in detail, and investigate the facts.  

If the board does discipline you, avoid another potential violation by strictly following their sanctions. Remember, substantiated complaints are public record. The best way to prevent the serious consequences that could result from a patient complaint is to provide top-notch care, follow state laws and regulations, keep meticulous records, and ensure that every patient has a positive experience at your practice.

3. Don’t Be Afraid To Admit Your Mistakes

One of the best ways to build stronger relationships and show a patient you feel genuine remorse regarding their negative experience is to remain humble and admit your mistakes. Of course, every situation is unique. So, what if you believe you didn’t make any mistakes? Well, it’s not always black and white. You might say, “I’m sorry you had a bad experience. We greatly appreciate and value your business and want to make things right. What can we do to resolve the issue at hand?”

4. Compromise To Resolve the Problem

Like any other problem, compromise is often the key to a successful resolution. However, that doesn’t mean you’ll always be able to compromise. Some patients are determined to be unhappy or feel that you’re not offering enough. However, don’t let anyone take advantage of the situation or your willingness to resolve the situation.

Start the resolution process by collaborating with your staff and the patient. Be sure to listen carefully and empathize with their feelings. Before you mediate with the patient in person, start with a brainstorming session, which can help you develop potential solutions and compromises.

5. Follow Up With the Patient

One mistake dental professionals often make after handling patient complaints is neglecting to follow up. Take the time to personally follow up and communicate with the patient, whether it’s by phone, email, or in person. Maintain a professional tone and calm demeanor, and listen carefully to their words. In some cases, you may be able to keep them as a patient. Sweeten the pot by offering discounts, free whitening sessions, giveaways, etc.

Effectively Handle Dental Complaints With These Five Tips

At Dental Intelligence, we know how challenging it is to manage a thriving dental practice, and dealing with unhappy patients and dental complaints only adds more pressure. With these five tips, you can effectively manage dissatisfied patients to minimize the damage to your reputation and business. Schedule a demo with us today to learn more about the innovative tools we offer dental professionals and how they can benefit your practice.