A case study in escalation: A restorative follow-up gets complicated What began as a rather straightforward follow-up procedure quickly escalated into a patient’s complex request for a refund and access to their medical records. This case study demonstrates how the situation unfolded, where the breakdown in... May 04, 2026 RM Matters Patient Care & Communication
Are Your Patients Who They Say They Are? Preventing Medical Identity Theft Just as dental offices are obligated to prevent financial identity theft by protecting patients’ personal data, they also need to understand medical identity theft and how to prevent it. Learn simple steps to take at the front desk to... November 01, 2023 RM Matters Employment & Managing a Team Patient Care & Communication Property & Practice Ownership
Bartering Your Dental Services? Get It in Writing For dentists, bartering can lay the groundwork for a liability claim if things don't go as planned. Should you decide to barter treatment, the details must be clear and documented on paper so each party upholds their end of the agreement. November 27, 2024 RM Matters Patient Care & Communication
Brushing Aside Politics: Keep Your Dental Office Free of Political Discussions Impassioned political debates can create an uncomfortable environment for both staff and patients. Practice owners should develop a professional code of conduct prohibiting such discussions. February 29, 2024 RM Matters Employment & Managing a Team Patient Care & Communication
Depression Awareness and Response in the Dental Practice Dentists and their teams are in a unique position to observe patients regularly and can be the first to notice the signs of mental distress. It’s crucial for dental offices to prioritize awareness and training, establish robust assessment... March 17, 2025 RM Matters Employment & Managing a Team Patient Care & Communication
Ensuring Ethical Dental Care: Obtaining Legal Consent for Nonverbal Adults Obtaining proper, legal consent for nonverbal adults is of paramount importance in the dental practice. By becoming familiar with local laws, employing effective communication strategies, involving caregivers and advocate, and maintaining... August 08, 2023 RM Matters Patient Care & Communication
Facing reality: Communicating and managing achievable aesthetic outcomes While many patients are pleased with their treatment outcomes, occasionally there are patients who claim that reconstructive work did not meet their expectations. Through thoughtful communication, dentists have opportunities to mitigate patient... November 08, 2022 RM Matters Patient Care & Communication
Handle With Care: Minimizing Risk With Short-Term and Traveling Patients Treating “snowbirds,“ college students or patients who present only on an emergency basis can be challenging. As the “secondary“ general dentist, you have more liability exposure than the dentist who is performing their... January 01, 2022 RM Matters Patient Care & Communication
Handling Conflicts With Confidence: Tools To Reduce Tension and Risk Avoiding conflicts with patients or employees only allows them to grow and expose the dental practice to liability risks. With clarity, patience, empathy and objectivity, dentists can better navigate disagreements and de-escalate potential crises. June 26, 2025 RM Matters Employment & Managing a Team Patient Care & Communication
Haste, Pressure and Staffing Shortages Contribute to Costly Mistakes Identity or treatment plan mistakes can occur in any dental practice. Research by TDIC’s analysts reveals the most commonly occurring elements are referral slip errors, performance or production pressure and staffing shortages. Prevention... January 08, 2023 RM Matters Patient Care & Communication