I am in complete agreement with Dr. Matsui’s Editorial– “professionalism… vs business”– professionalism should always trump business, but not bury it.
As RCDSO Chair of Complaints for four of the past six years and Vice-President for two years, I have more than a passing interest in the complaints process.
Many, if not most patient complaints could be eliminated by following a few simple rules:
• never miss an opportunity to shut up;
• think twice before speaking, then think again; • never criticize another dentist’s treatment — just present your approach;
• declare even the most obscure relevant ‘conflict of interest’;
• be positive about another’s integrity and motives;
• don’t be motivated only by self interest, envy or ego;
• explain, not coerce;
• inform, don’t persuade;
• obtain consent, not confusion;
As always, chart what was said, done or implied — your records are you.
Dr. Marvin Klotz District 11 [Toronto Central]