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Medical Forum / General / Dentistry / February 2007How to improve customers services pratices at dental offices and at dental schools' clinics. Feedback, ideas, suggestions, comment, questions, critique, complaints.
a. What are professionals doing in the areas of improving customers services at dental practices and improving customers services at dental schools' clinics?... b. What creative ways have been devised to gather feedback, ideas, suggestions, comment, questions, critique, complaints from patients?... Here's the Tufts University School of Dental Medicine clinics' example... https://secure.ethicspoint.com/domain/en/report_custom.asp?clientid=7182 See also http://amas.admin.tufts.edu/index.html http://amas.admin.tufts.edu/auditprocess.html > a. > What are professionals doing in the areas of [quoted text clipped - 10 lines] > > See alsohttp://amas.admin.tufts.edu/index.htmlhttp://amas.admin.tufts.edu/auditprocess.html services are being improved everywhere except HMO's where costs and services are being cut down. Understand patients preference is very important. Dentist just provide their suggestions and treatment plans, but should not make any decision for patients. To reduce dispute, telling risks before treatment is also necessary. > Understand patients preference is very important. Dentist just provide > their > suggestions and treatment plans, but should not make any decision for > patients. To reduce dispute, telling risks before treatment is also > necessary. You must be kidding. Doctor: "You need an appendectomy!" Patient: "But I hear you have a special today on lobotomies!!" Doctor: "OK, lobotomy it is. The appendectomy special is coming up though, so keep in touch". I know that's not what you meant. But it is the doctor who has the expertise, and the doctor that holds the license. This means from a practical point of view that it is the doctor's responsibility to perform clinically competent diagnostic and treatment procedures. Yes, it's our responsibility to present all VIABLE options. But if patients refuse to accept what the DENTIST considers clinically viable, and the dentist decides to bend to make the patient happy, it's the DENTIST whose neck is on the line. The patient may say "That's OK, I don't need x-rays--I understand there's a risk of problems because you haven't taken x-rays and I accept that risk", but legally--well, a dentist can't walk into a courtroom and say "the patient promised to hold harmless..." Steve  SignatureMark & Steven Bornfeld DDS http://www.dentaltwins.com Brooklyn, NY 718-258-5001 Dentists are professional, but don't think patients are so ignorant. In any case, dentists should only provide patients their treatment plans according to their professional diagnosis. Some patients care about cosmetic aspects while others only consider about the health of the teeth. Dentists may suggest different plans to different requirement. If the risks are necessity in his treatment, the only thing a dentist needs to do is to explain to the patients honestly. The patient should only decide which treatment or dentist to take according to second, third or even more opinions, but not which step is mandatory in a treatment. On Feb 7, 6:42 am, Mark & Steven Bornfeld <bornfeldm...@dentaltwins.com> wrote: > kingdowde...@yahoo.com wrote: > > Understand patients preference is very important. Dentist just provide [quoted text clipped - 27 lines] > Brooklyn, NY > 718-258-5001 Dentists are professional, but don't think patients are so ignorant. In any case, dentists should only provide patients their treatment plans according to their professional diagnosis. Some patients care about cosmetic aspects while others only consider about the health of the teeth. Dentists may suggest different plans to different requirement. If the risks are necessity in his treatment, the only thing a dentist needs to do is to explain to the patients honestly. The patient should only decide which treatment or dentist to take according to second, third or even more opinions, but not which step is mandatory in a treatment. > On Feb 7, 6:42 am, Mark & Steven Bornfeld > <bornfeldm...@dentaltwins.com> wrote: [quoted text clipped - 43 lines] > third or even more opinions, but not which step is mandatory in a > treatment. Not sure exactly what you're saying, but I think we essentially agree. Steve On Feb 7, 8:07 pm, Steven Bornfeld <dentaltwinm...@earthlink.net> wrote: > kingdowde...@yahoo.com wrote: > > On Feb 7, 6:42 am, Mark & Steven Bornfeld [quoted text clipped - 48 lines] > > Steve Very clear: Dentists' responsibility is to tell patients what he is going to do with explain the risk honestly, not to please patients. Patients' responsibility is to decide which doctor's treatment he want to go, not to direct dentists what to do > On Feb 7, 8:07 pm, Steven Bornfeld <dentaltwinm...@earthlink.net> > wrote: [quoted text clipped - 61 lines] > Patients' responsibility is to decide which doctor's treatment he want > to go, not to direct dentists what to do Come on, can't we please 'em a little? (Sorry, I'm just funnin' ya.) I'd add just one thing--don't assume that any dentist will dictate the ONE TRUE PATH TO DENTAL HEALTH--we generally know that there are several ways to go, and each treatment plan has its own set of advantages and disadvantages. There is often leeway for a choice between various treatment options within a single dental office. Key is (as you've said) making sure the patient understands the advantages, disadvantages, risks, and expense in time and money for each path taken. Steve SignatureMark & Steven Bornfeld DDS http://www.dentaltwins.com Brooklyn, NY 718-258-5001 On Feb 7, 8:07 pm, Steven Bornfeld <dentaltwinm...@earthlink.net> wrote: > kingdowde...@yahoo.com wrote: > > On Feb 7, 6:42 am, Mark & Steven Bornfeld [quoted text clipped - 48 lines] > > Steve Very clear: Dentists' responsibility is to tell patients what he is going to do according to patients financial or aesthetic concerns with explain the risk honestly. Their responsibility is NOT to simply please patients. Patients' responsibility is to decide which doctor's treatment , not to direct dentists what to do. On Feb 7, 8:07 pm, Steven Bornfeld <dentaltwinm...@earthlink.net> wrote: > kingdowde...@yahoo.com wrote: > > On Feb 7, 6:42 am, Mark & Steven Bornfeld [quoted text clipped - 48 lines] > > Steve Very clear: Dentists' responsibility is to tell patients what he is going to do according to patients financial or aesthetic concerns with explain the risk honestly. Their responsibility is NOT to simply please patients. Patients' responsibility is to decide which doctor's treatment is suitable for them, not to direct dentists what to do. On Feb 7, 9:26 pm, kingdowde...@yahoo.com wrote: > On Feb 7, 8:07 pm, Steven Bornfeld <dentaltwinm...@earthlink.net> > wrote: [quoted text clipped - 61 lines] > Patients' responsibility is to decide which doctor's treatment is > suitable for them, not to direct dentists what to do. That' a problem these days, Patient's think they know better. You are doing ortho, things are not yet stabilized as far as occlusion teeth are loose, patient wants you to remove the braces and you know doing so prematurely is going to make their condition worse. you try to explain your reasons they complain. You put is certain wires to correct alignment and have elastics to conteract undesired movements patient comes back 1 moth later without elastics telling you they did not like wearing them. as a result of the forces not being balanced teeth move the wrong way, now it is your fault. Compliance is the key and you can talk about this before you start have them sign waivers etc... but in a court of law it becomes your fault for some strange reason. Like I said patients these days think they know better and that is a problem. On Feb 8, 1:32 am, "Alexander Vasserman DDS" <purple543...@yahoo.ca> wrote: > On Feb 7, 9:26 pm, kingdowde...@yahoo.com wrote: > [quoted text clipped - 77 lines] > reason. Like I said patients these days think they know better and > that is a problem. I don't know how to determine whose fault in the court. Of course, problems could happen in any step. Even though patients follow whatever dentists said, I don't think there will be 100% success rate. But this is obviously beyond what I am talking about at first place. One dentist suggested amalgam filling on back tooth and the other dentist suggested composite filling, and the patient decided to hire the second dentist. If something unhappy happened, can the dentist say: " you signed consent with my treatment, therefore you need to take any consequences." ? > On Feb 8, 1:32 am, "Alexander Vasserman DDS" <purple543...@yahoo.ca> > wrote: [quoted text clipped - 95 lines] > say: " you signed consent with my treatment, therefore you need to > take any consequences." ? I don't know what country you are posting from, and regulations may be different. In the U.S. there is no legal liability incurred by "bad results" alone. There must have been damages (the bad results), there must be demonstrable negligence (treatment not conforming to accepted standards of professional care) and it must be demostrable that the damages were caused by the negligent care (proximate cause). Steve SignatureMark & Steven Bornfeld DDS http://www.dentaltwins.com Brooklyn, NY 718-258-5001 >> Not sure exactly what you're saying, but I think we essentially agree. >> [quoted text clipped - 9 lines] >Patients' responsibility is to decide which doctor's treatment is >suitable for them, not to direct dentists what to do. Thank you Captain Obvious, but we heard you the first two times. > >> Not sure exactly what you're saying, but I think we essentially agree. > [quoted text clipped - 11 lines] > > Thank you Captain Obvious, but we heard you the first two times. So??????? On Feb 7, 6:42 am, Mark & Steven Bornfeld <bornfeldm...@dentaltwins.com> wrote: > kingdowde...@yahoo.com wrote: > > Understand patients preference is very important. Dentist just provide [quoted text clipped - 27 lines] > Brooklyn, NY > 718-258-5001 Dentists are professional, but don't think patients are so ignorant. In any case, dentists should only provide patients their treatment plans according to their professional diagnosis. Some patients care about cosmetic aspects while others only consider about the health of the teeth. Dentists may suggest different plans to different requirement. If the risks are necessity in his treatment, the only thing a dentist needs to do is to explain to the patients honestly. The patient should only decide which treatment or dentist to take according to second, third or even more opinions, but not which step is mandatory in a treatment. On Feb 7, 6:42 am, Mark & Steven Bornfeld <bornfeldm...@dentaltwins.com> wrote: > kingdowde...@yahoo.com wrote: > > Understand patients preference is very important. Dentist just provide [quoted text clipped - 27 lines] > Brooklyn, NY > 718-258-5001 Dentists are professional, but don't think patients are so ignorant. In any case, dentists should only provide patients their treatment plans according to their professional diagnosis. Some patients care about cosmetic aspects while others only consider about the health of the teeth. Dentists may suggest different plans to different requirement. If the risks are necessity in his treatment, the only thing a dentist needs to do is to explain to the patients honestly. The patient should only decide which treatment or dentist to take according to second, third or even more opinions, but not which step is mandatory in a treatment. > You must be kidding. > Doctor: "You need an appendectomy!" [quoted text clipped - 20 lines] > Brooklyn, NY > 718-258-5001 Dentists are professional, but don't think patients are so ignorant. In any case, dentists should only provide patients their treatment plans according to their professional diagnosis. Some patients care about cosmetic aspects while others only consider about the health of the teeth. Dentists may suggest different plans to different requirement. If the risks are necessity in his treatment, the only thing a dentist needs to do is to explain to the patients honestly. The patient should only decide which treatment or dentist to take according to second, third or even more opinions, but not which step is mandatory in a treatment. |
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