If a patient was warned of something up front, do they really have a right to get mad at their dentist later?

Question

I see patients on a daily basis, who are mad at my dentist or at the office in general, for things that we warned them about from the beginning. It doesn't seem to matter if it is an actual procedure, such as warning them that a cavity is very deep and might need a root canal in the near future, and then having them get mad at us because they did in fact end up having pain and needing a rootcanal, or if it is a patient who was told that we are out of network, and can't control what their dental insurance pays, who gets mad at getting a bill.

We can say "You were told that up front." but they still don't seem to want to accept that they were in fact warned of the possibility of a tooth needing addtional work, or being warned that their insurance might not pay what we anticipated and they might get a bill. Somehow, it always turns out to be our fault, never theirs.

Believe me, we do have them sign something up front, warning of certain things, however we still get those who try to say that they didn't understand what we meant or what exactly they were signing.

And this isn't going to stop them for yelling at us like it is our fault, or going out and telling everyone they meet, how we are scammers, we lie, or that my dentist is a moron.

Answer 1

I know! I mean it's not the dentist's fault that the patient let their tooth decay to the point of needing a root canal. The dentist tries to save the tooth when possible. If the dentist decided up front that the patient needed a root canal and/or crown, then they would likely complain that the dentist is trying to screw them over for money. You can't win.

Answer 2

People don't listen to half of what they are told, because they're too busy concentrating on other things in their own lives, and when it comes to reminding them of what they were told, they don't like it.

I work in a bank and we have to tell our customers up front about fees and charges and potential fees and charges, and it's written down. Doesn't stop people in 6 months from coming back when they overdraw and saying "How could you do this to me?" "It's in your Terms and Conditions book" "I never read that." "Sorry, but that's why we gave it to you, not just to kill a tree!"

Maybe you'll have to draw up something to give customers, like a mini-summary of their meeting, with a copy for their file and a copy to take with them (or even to mail to them the next day)-- about results and future potential issues (if there are any; if not, you probably don't need to do this), and so they have physical proof (and therefore can't say "You never said...").

As for bills, before they sit down in the chair, perhaps at the desk you need them to sign a standard sheet saying that you are not responsible for what the insurance company does or does not pay, and if the company knocks back the claim that your practice will still expect and require full payment of the cost of the consultation. Nicely phrased of course.

But do they have a right to whinge at you? No. Will they? Absolutely. Nature of the business... but no fun.

Answer 3

I think, as a general rule, people know that it's not your fault. They also know that it really doesn't matter who they yell at....nobody can really change the situation. But they have to blow off steam at someone. You were just lucky enough to be the first person they encountered who might have even one inch of authority in the matter. So, you got the earful. You just pretend to be sympathetic and reassure them that if there was anything you could do, you would.

Answer 4

Thank you for this question...we always have patients sign a consent form that covers virtually every possible complication. I think, though, that I'll suggest to the doctor that we routinely give patients a copy of that signed form for their own records.

Answer 5

The trend is that no one wants to pay for care. If I were you I would have them sign before treatment ,the possibilities of all that you mentioned above so that you do not get sued.

Answer 6

ALL YOU NEED TO DO IS TO DOCUMENT THE WARNING IN WRITING IN THE PATENT'S CHART THAT WAY YOU ALWAYS GO BACK AND SHOW THE PATIENT THAT THEY WERE WARNED BY HAVING THEM READ THE WARNING BY THEMSELVES.
IF YOU DO THAT COMPLAINTS WILL BE A THING OF THE PAST.

Answer 7

how about letting them sign something stating all those things that might happen like you said root canal and insurance might not pay it. and when they complain show them what they signed. and make them look like a fool or a dumba*s

Answer 8

You can't say you didn't warn them. You can't help it though if they get mad. But, you did your legal right in telling them before hand. They have no rights in sueing you if you warned them ahead of time. But you can't necessarily control their anger problems.