On Demand: Risk Management: Avoiding and Responding to Board Complaints

Presented by: Laura Diamond

Administrative and Healthcare Attorney, Austin, Texas
Dalrymple, Shellhorse, Ellis & Diamond, LLP

Course Description: 

This course equips dentists with practical strategies for handling patient complaints and managing regulatory investigations by the Texas State Board of Dental Examiners. Participants learn proactive approaches to mitigate patient dissatisfaction, understand the investigative process, and navigate disciplinary proceedings and actions. Topics include complaint response protocols, maintaining accurate records, and leveraging legal resources. 

Learning Objectives:

• Understand the common signs and indicators that may precede a patient complaint in a dental practice.
• Identify proactive strategies to mitigate patient dissatisfaction and prevent complaints from escalating.
• Recognize the importance of effective communication and responsiveness in addressing patient concerns to potentially avoid formal complaints.
• Learn the steps involved in responding to patient complaints, including the gathering of necessary documentation and engagement with legal and insurance resources.
• Gain familiarity with the investigative process conducted by regulatory boards in response to patient complaints, specifically focusing on the Texas State Board of Dental Examiners.
• Comprehend the potential disciplinary actions that may result from investigations by regulatory boards and the implications for dental practitioners.
• Acquire knowledge of best practices for maintaining accurate and organized patient records to support responses to complaints and investigations.
• Understand the significance of timely and thorough responses to notices of patient complaints to comply with regulatory requirements and protect professional integrity.
• Explore the role of informal settlement conferences in resolving complaints and the benefits of legal representation during this process.
• Develop an awareness of the range of outcomes that may arise from patient complaints, from dismissal to disciplinary actions, and the associated requirements or penalties.

CE Credit: 0.5 hours

 AGD Subject Code: 565

Original Release Date: 2/19/2024

Review Date: 2/19/2024

Expiration Date: 2/19/2027

Course Availability: Content availability does not expire.

Software and Hardware Requirements:

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