Complaint Resolution

 

Why Choose a member dentist:

Keeping your mouth healthy is essential to your overall health, and having a good relationship with your dentist is key. The dental profession holds a special position of trust in the community and the best doctor-patient relationships are built on that trust. When you choose an ADA member dentist, you’re choosing a dentist who has access to a wealth of up-to-date information and resources, and has agreed to follow the ADA Principles of Ethics and Code of Professional Conduct and made a professional promise to put your health and well-being first.

Find more information here: https://www.mouthhealthy.org/adamember

 

ADA Dental Patient Rights and Responsibilities Statement

Your dentist is the best source of information about your dental health and wants you to feel comfortable about your dental care.  Maintaining healthy teeth and gums means more than just brushing and flossing every day and visiting your dentist regularly.  As an informed dental patient, it also means knowing what you can expect from your dentist and dental care team and understanding your role and responsibilities in support of their efforts to provide you with quality oral health care.

The rights and responsibilities listed below do not establish legal entitlements or new standards of care but are simply intended to guide you through the development of a successful and collaborative dentist-patient relationship.   

 

Patient Rights

  1. You have a right to choose your own dentist and schedule an appointment in a timely manner. 
  2. You have a right to know the education and training of your dentist and the dental care team. 
  3. You have a right to arrange to see the dentist every time you receive dental treatment, subject to any state law exceptions.
  4. You have a right to adequate time to ask questions and receive answers regarding your dental condition and treatment plan for your care. 
  5. You have the right to know what the dental team thinks the optimal treatment plan is, as well as the right to ask for alternative treatment options. 
  6. You have a right to an explanation of the purpose, probable (short and long term) results, alternatives and risks involved before consenting to a proposed treatment plan.
  7. You have a right to be informed of continuing heath care needs.  
  8. You have a right to know in advance the expected cost of treatment. 
  9. You have a right to accept, defer or decline any part of your treatment recommendations. 
  10. You have a right to reasonable arrangements for dental care and emergency treatment. 
  11. You have a right to receive considerate, respectful and confidential treatment by your dentist and dental team. 
  12. You have a right to expect the dental team members to use appropriate infection and sterilization controls. 
  13. You have a right to inquire about the availability of processes to mediate disputes about your treatment.

 

Patient Responsibilities 

  1. You have the responsibility to provide, to the best of your ability, accurate, honest and complete information about your medical history and current health status.
  2. You have the responsibility to report changes in your medical status and provide feedback about your needs and expectations.
  3. You have the responsibility to participate in your health care decisions and ask questions if you are uncertain about your dental treatment or plan. 
  4. You have the responsibility to inquire about your treatment options and acknowledge the benefits and limitations of any treatment that you choose. 
  5. You have the responsibility for consequences resulting from declining treatment or from not following the agreed upon treatment plan.
  6. You have the responsibility to keep your scheduled appointments. 
  7. You have the responsibility to be available for treatment upon reasonable notice.
  8. You have the responsibility to adhere to regular home oral health care recommendations. 
  9. You have the responsibility to assure that your financial obligations for health care received are fulfilled.

 August 2009

 

Dental Records Request

As a patient you have the right to receive your dental records upon request. According to Texas Administrative Code: Rule §108.8 Records of the Dentist:

(g) A dentist shall furnish copies of dental records to a patient who requests his or her dental records. At the patient's option, the copies may be submitted to the patient directly or to another Texas dental licensee who will provide treatment to the patient. Requested copies, including radiographs, shall be furnished within 30 days of the date of the request. The copies may be withheld until copying costs have been paid. Records shall not be withheld based on a past due account for dental care or treatment previously rendered to the patient. Copies of dental records submitted in accordance with a request under this section shall be legible and all copies of dental x-rays shall be of diagnostic quality. Non-diagnostic quality copies of dental x-rays shall not fulfill the requirements of this section.

 For the complete Rule, including copying fees click here.

 

How to Handle a Complaint with Your Dentist

The best dentist/patient relationships are built on trust as a result of open communication. However, occasionally a problem develops in the dentist/patient relationship. If this has occurred with your dentist, the Texas Dental Association (TDA) recommends the following:

  • If you are displeased with something your dentist has done, make an appointment to talk to the dentist openly about your concerns. Your dentist cannot correct a situation that is bothering you if you do not communicate directly with them. At the meeting be prepared to state what the problem is and how you would like your dentist to handle it. Be clear about what you’re asking for so that your dentist doesn’t have to play guessing games.

  • Be open to suggested alternatives from your dentist. Because your dentist is familiar with your oral health conditions, they may be able to recommend a solution you have not considered. When discussing your concern(s) with your dentist, do so in a calm, non-accusatory manner. This will help promote the conflict resolution process.

  • Give your dentist time to consider the problem and suggest solutions. If you are not able to resolve the conflict during your meeting, it is best to give the dentist time to consider a mutually acceptable solution for both of you. This may take several days or even a month or more, depending on the solution.

If you are still not satisfied after the above steps, refer your complaint to the Texas State Board of Dental Examiners (TSBDE). TSBDE is the state agency that licenses dentists and dental hygienists and regulates dental practices in Texas. The Board deals with violations of the Dental Practice Act and TSBDE Rules and Regulations.

To learn more about how the TSBDE deals with patient complaints visit: https://tsbde.texas.gov/complaints/how-to-submit-a-complaint/

 

TDA does not accept patient complaints regarding standard of care, quality of care, billing or insurance disputes.

 

    If you are looking for a new dental provider, please visit ADA Find-A-Dentist to find a member dentist near you.