Patient Care
Coordinators keep you safe
Many dentists.
Hygienist and therapists are very anxious and fearful about being sued and
referred to the GDC.
We know that
patients complain when they are HASSLED
H Hungry/
thirsty
A Alcohol
/ drugs
S Sick
S Stressed
L Late
E Embarrassed
D Disappointed
Introducing the
role of a Patient Care Co-ordinator (not treatment coordinator) will reduce patient
dissatisfaction and complaints.
Recently I
have been at a series of social events and approached by a patient when she
discovered that I am a dentist, business coach and trainer who is passionate to
improving communication and patient care.
The background
is that Choe (not her real name) had been visiting her dentist on a regular 6/12
basis and her hygienist on a 3/12 basis. She had been told that everything was healthy,
and she had a healthy mouth.
A new hygienist
joined the practice and Chloe was shocked to be told that she had active gum disease,
with 9 mm pockets in her molar areas with significant bone loss. Chloe was
devastated, in the absence of any explanation believed that the introduction of
the use of tepe brushes by the new hygienist had caused the damage. As well as being
devastated, Chloe was angry with her dentist, and hygienists and asked for her
notes because she intended to sue and never go back. On receiving her notes Chloe’s
was even more angry as she discovered they contained details about her forthcoming
wedding and difficult relationships with a stepchild. She was even more determined
to sue.
Chloe
approached me to ask how to sue her dentist and hygienists.
Instead, I asked her
about why she wanted to sue and what she knew about her gum condition.
As a result,
I was able to explain the aetiology of gum disease, the risk factors, including
stress, burst theory, treatment options etc. etc. I was able to explain how
information about her personal situation was useful to build rapport and to
understand the stress factors in the disease. At the end of the conversation Chloe was happy
and I was able to reassure her that given what she had told me about her second
hygienist, she was in very safe and competent hands.
“Why didn’t
they tell me all of this before?” was a desperate plea
I know that in
surgery you are busy, pushed for time and often not as much is explained as
should or coldbe and patient’s questions are often left unanswered.
What is said
to the patient upfront is an explanation, afterwards is an excuse.
Introducing
a competent experienced Patient Care Coordinator will free up clinician’s time, enabling
the patient to be given all the information that they need. This ensures the
patient’s questions are answered, they have all the information they need, and
a point of contact should they need it, will increase your patient’s feeling of
belonging to your practice, improve retention and reduce complaints.
Whilst I am
happy to speak to patients, allay their fears and prevent them suing, I would
prefer that the appropriate conversations happen in your practice and not on my
evening’s out.
If you would
like to know more about the Patient Care Coordinator role and training
E mail Jane@IOB.co.uk
or phone 07989 757 884.
