Should I Dismiss a Patient From the Practice?
Here is one of the best pearls of wisdom I can share as a former Dental Investigator for the Arizona Board of Dental Examiners. I have seen many complaint files come through the door, and one common denominator is that a dentist decided to provide a formal dismissal letter to a patient.
As a license holder in our state, we know a dismissal letter is a common and necessary task we may need to complete. To dismiss a patient from the practice safely and legally, send a formal written notice by both certified and regular mail to avoid claims of patient abandonment.
Common reasons for dismissal may include:
· Chronic missed appointments or repeated late cancellations.
· Abusive or hostile behavior toward staff or the dentist.
· Nonpayment or refusal to follow financial agreements.
· Non-compliance with treatment plans or medical advice.
Steps to Dismiss a Patient
Review state rules: Check your American Dental Association state guidelines for specific rules on required notice length.
Document everything: Keep factual, objective notes in the patient record regarding missed visits or behavioral issues.
Write a dismissal letter: State clearly that the professional relationship is ending on a specific date, typically 30 days out.
Avoid discrimination: Never dismiss a patient based on protected characteristics like race, age, religion, or disability.
Cover emergencies: State that your practice will handle true dental emergencies for a 30-day grace period.
Provide resources: List local dental societies or insurance directories to help them find a new provider.
Transfer records: Offer to send copies of clinical notes and X-rays to their new dentist.
So… here is my take, based on my experience processing Dental Board complaints and interviewing complainants and Respondents:
Any disputes are uncomfortable and sometimes necessary. Think twice about immediately dismissing a patient unless there are extenuating safety circumstances and specific threats to the dentist and staff.
Most patients, even though they are upset with their provider, will not normally file a complaint against your license and may simply move on when reasonable resolutions can be reached between the parties.
Patients are typically offended when they are further surprised by a formal letter of dismissal in the heat of the moment. It is seen as an additional insult to an already bad situation, compounding the problem.
Therefore, WAIT until tempers have cooled, resolutions have been established, and the patient has moved past the unpleasantness.
It is always the patient who believes they will have the last word by filing a formal complaint against your license, just to harass you. Hesitate, think, and reconsider before dismissing a patient from the practice on a knee-jerk basis.
