From a risk management perspective, you should look for ease of printing all relevant patient record information, ideally with a single click. Many current computer systems do not easily print out the whole record. It is also important to be able to print out historical information, such as earlier dental charts and periodontal records.

Many systems currently only print out the most recent chart. As well as the accurate chronological reproducibility of the complete patient record you might also want to consider the ability to print out individual patient treatment plan summaries and pricing that can be offered to the patient to sign at the time of the initial examination.

In addition the system needs to back up to a remote site to ensure data can be restored following an unexpected system failure or service interruption.

It seems to be a common misconception that the clinician should avoid giving a refund to a patient. However, in certain circumstances dentists can give patients a refund which can resolve a difficult situation and eliminate further hassle.

The refund should be given with a clear indication, preferably in writing, that it is ‘purely as a gesture of goodwill and with no admission of liability’. The refund does not increase the likelihood of any further action, nor does it provide the patient any additional grounds on which to base a claim.

Dental Protection’s module on handling complaints can be downloaded for free.