Select location
Membership information
0800 561 9000
Dentolegal advice
0800 561 1010
Refine my search

Exercising caution with communications

Post date: 11/07/2014 | Time to read article: 1 mins

The information within this article was correct at the time of publishing. Last updated 14/11/2018

Something as small and simple as an email carries its own pitfalls. Make sure you understand the technology you use to communicate with patients...

A patient had emailed a practice to let them know that his wife had just given birth to their baby. The same email had also been copied to family and friends as well and in total had been sent to approximately 60 people.

Having opened the email, the dentist replied and offered his congratulations and took the opportunity to remind the patient that he had not collected a denture repair that had been ready for some weeks.

Having drafted the reply, the dentist then sent it but failed to notice that the reply was also being copied to all those who had received the original email from the patient. By the time he realised what he’d done, it was already too late because the email had been sent.

He telephoned Dental Protection and asked what he should do. An apology followed to the patient and thankfully there were no repercussions – but the breach of confidentiality could potentially have had serious consequences.

The lesson is that there could be a high price to pay if we allow technology to master the user.

Learning point:

Make sure you master any technology that you introduce in your practice.

These case studies are based on real events and provided here as guidance. They do not constitute legal advice but are published to help members better understand how they might deal with certain situations. This is just one of the many benefits dental members enjoy as part of their subscription.

For more detailed advice on any issues, contact us

Share this article

Load more reviews

You've already submitted a review for this item

New site feature tour

Introducing an improved
online experience

You'll notice a few things have changed on our website. After asking our members what they want in an online platform, we've made it easier to access our membership benefits and created a more personalised user experience.

Why not take our quick 60-second tour? We'll show you how it all works and it should only take a minute.

Take the tour Continue to site

Dentolegal advice
0800 561 1010
Membership information
0800 561 9000

Key contact details

Should you need to contact us, our phone numbers are always visible.

Personalise your search

We'll save your profession in the "I am a..." dropdown filter for next time.

Tour completed

Now you've seen all of the updated features, it's time for you to try them out.

Continue to site
Take again