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    The top 5 things you never want to hear a patient say

    These five complaints will make any dental professional cringe.


    Grumpy man

    “I’m going to tell everyone what lousy care you give here!”

    In this day and age, social media can do irreparable damage to a practice. In the old days, we just had complaint letters that would come in and upset the office or get the boss mad. It might have resulted in someone getting fired or disciplinary action. Now, social media is a much more powerful weapon for a disgruntled patient. Again, it goes back to how you handle the situation. Are you listening to the patient? Really listening? We say that we do, but we are sometimes more focused on other things and don’t really listen to what is being said.

    Patients want to be heard. They don’t want to be a number of cleanings you have on the schedule today. They want you to resolve their problems. This means you are going to have to find a way to solve the problem. Sometimes, that is simply letting someone know that you are truly sorry. You would be surprised how often patients get enraged simply because no one says they are sorry.


    Lisa Newburger, LISW-S
    Lisa Newburger, a master's level social worker supervisor, helps audiences find humor in talking about tough topics. Her "in-your-face" ...


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