While the field of dentistry is rewarding, that doesn’t mean it’s a walk on an easy street. As a dentist, you’ll inevitably face many challenging situations when interacting with your patients. Issues like late payments, no-show appointments, and rude behavior are commonplace. But one of the most difficult and awkward scenarios for a dentist is when a patient refuses treatment. Below, we’ll discuss the best ways to handle a patient’s refusal, including advice on risk management, proper documentation, and effective communication.

A Quick Primer on Informed Consent/Refusal

Every patient has the right to accept or refuse recommended treatment from their dentist, known as informed consent or refusal. Dentists must comply with the informed consent law¹ by thoroughly explaining treatment options to patients so they can make the best medical decisions possible for their needs.

Make the Informed Consent Process Fast and Easy with Digital Forms and Software

A key component of this law is obtaining the patient’s consent, whether recorded, verbal, or written. Many dentists have upgraded their consent forms from paper to digital. Cloud storage is safer and more cost effective than filing papers, and patients enjoy greater convenience.

At Dental Intelligence, we offer more than digital consent forms. Our dental treatment plans and payment plans are another way we help you streamline practice management. Each template is customizable, allowing you to communicate your clinical judgment and recommendations to patients in a clear way and obtain their informed consent.

What To Do When Dental Patients Say “No” To Treatment

You just proposed a treatment plan for your dental patient to improve their oral health and quality of life. After explaining everything, the patient decides they don’t want to undergo the procedure you discussed. How should you handle this situation?

Meet All Legal Obligations Regarding Informed Refusal

It’s important to note that your legal duty regarding the informed consent and refusal law consists of far more than just having your patients sign the form. You have an ethical and legal responsibility to have an in-depth conversation with the patient. It should include a complete explanation of the benefits, risks, and potential outcomes they’ll experience by agreeing to or refusing the treatment plan.

Maintain Detailed Records and Documentation

Detailed record keeping is essential when a patient refuses to accept your recommendations. Document the situation and the patient’s refusal, including your discussion with the patient and why they’re declining treatment. It might be time consuming, but it protects your dental practice against future liability or legal issues.

Effective Communication During a Patient Refusal

Patients may decline suggested treatments for various different reasons. If they’re firm in their convictions, let it be. Nobody wants to feel pressured when it comes to medical decisions. But you still need to have a frank and transparent discussion regarding what the patient deserves to know should they still choose to decline their treatment plan.

Use the following tips to help you communicate more effectively with patients:

Avoid dental jargon: Every dental professional uses technical terminology, jargon, lingo, or whatever you want to call it. These terms can confuse patients, who may feel embarrassed to ask what they mean. Instead, use simple language and layman’s terms that help patients better understand the implications of their decision.

Be patient: Someone who is hesitant to agree to a dental procedure may just feel that way because they don’t fully understand what it consists of and the risks of refusing. Remember, they’re the one who has to undergo the treatment. Be professional and polite. Take your time explaining everything. If they ask you the same question twice, it’s okay.

Consider nonverbal cues: Try to consider the situation from the patient’s perspective. Remember that factors like your stance, facial expressions, and body language also send a message to patients, so be hyperaware of these nonverbal cues. The goal is to make them feel as comfortable as possible. Sharpen your dental case presentation skills to ensure you’re coming across in an approachable manner. 

Build a Stable Future for Your Dental Practice with Dental Intelligence

It’s never easy when a dental patient refuses treatment, but it’s an inevitable part of being a dentist. Always comply fully with informed consent/refusal laws and be as straightforward as possible when explaining treatment plans to patients. For more information about building a successful dental practice, don’t hesitate to contact the Dental Intelligence team. Schedule a demo to see how features like our digital treatment plans can help more patients say “yes” to treatment.

Resources

¹ ADA