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Ronald Osborne · Dr. Angela Leung DDS · Dr Wei Song Lih
Disclose Errors and Strengthen Safeguards
When a dental team member makes a mistake that affects a patient, I coach the practice owner to tell the patient the truth the same day, run a blameless review with the team, and change one SOP so the error cannot repeat quietly. A dental practice owner I'll call Claire had a charting mixup that led to the wrong tooth being numbed before anyone caught it. She told the patient what happened before treatment continued, apologized without blaming the assistant in the room, and offered to pause or reschedule at no charge. The patient stayed. The team did not freeze in fear because the next step was a short review focused on the process, not a public scolding.
We wrote a two person verify step into the chart before any anesthetic, and Claire tracked near misses on a weekly board for 90 days. Mixups of that kind dropped to zero in the next quarter, and staff started raising small concerns earlier because honesty was rewarded instead of punished. Patient trust survives an error when the owner owns it fast. Morale survives when the fix is a better system, not a hunt for a villain.
Prioritize Safety Through Open Review
Dr. Angela Leung DDSDental Implantologist, Endodontist, Periodontist, Oral Surgeon, Cosmetic Dentist, Fellow of the ICOI, Diplomate of the ICOI, Associate Fellow of the AAID, Angela Leung DDS PC
Good Day, When the error has caused a risk to a patient, my primary concern would be the safety of that patient above everything else. In my opinion, this is something which needs to be dealt with immediately and openly, with an explanation for what has occurred, the measures being taken as a result, and any further treatment which might be required. This will prevent damaging trust, by blaming anyone for the mistake or downplaying its seriousness. For the team, my focus is going to be on understanding why the error occurred and not just trying to find out who was responsible. Was it due to poor communication, a lack of clarity over procedures, or was there a point in the process which could easily have been missed? This can help to identify a solution which will actually improve things. It is also important that the staff feel comfortable enough to raise concerns when mistakes happen.
Fix Processes, Not People
When an error occurs, address it by focusing on fixing the breakdown in the process rather than blaming the person. Involve the patient immediately with transparent communication, a sincere apology, and a clear plan to resolve the issue, which preserves trust through complete honesty. Internally, turn the mistake into a lasting improvement by holding a blameless team debrief to identify why the system allowed the slip-up to happen, updated with refined safety checklists or protocols so the entire staff learns from the moment without feeling singled out.
Seek Patient Feedback After Visits
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Patient feedback can reveal when instructions, treatment plans, or office policies are hard to understand. A patient may leave without asking questions because they feel rushed or unsure. Reviewing this feedback helps the team find gaps in communication.
Simple changes, such as clearer words or written aftercare notes, can prevent repeat problems. Ask patients for honest feedback after each visit.
Report Near Misses Promptly
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Near-miss reports can show where a dental process almost failed before a patient was harmed. These events may reveal unclear handoffs, missing checks, or confusing records. The goal is not to blame a person for catching an issue late.
The team can review the event and improve the system that allowed the risk to develop. Encourage staff to report near misses as soon as they happen.
Practice Crisis Responses Regularly
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Regular simulations help a dental team prepare for stressful situations before they occur with a real patient. The team can practice responses to medical emergencies, wrong-chart risks, or broken communication. These practice sessions make roles and next steps easier to remember.
A short review after each drill can identify what needs to change. Schedule a team simulation this month.
Foster Psychological Safety for Speaking Up
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Psychological safety helps staff speak up when they notice a mistake or possible risk. Team members are more likely to share concerns when they expect respect instead of shame. Leaders can support this culture by listening calmly and focusing on solutions.
Open discussion allows problems to be fixed before they affect patient care. Create space for every team member to raise concerns.
Track Metrics to Reveal Patterns
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Quality metrics can turn repeated mistakes into clear information for improvement. The team might notice patterns in missed appointments, delayed follow-ups, or incomplete treatment notes. Tracking these issues over time helps show whether a change is working.
Measures should be simple enough for everyone to understand and discuss. Choose one recurring issue and begin tracking it today.