De-Escalation Strategies for Risk Reduction (On Demand)-Webinar Recording

Video Transcription

Video Summary

Dr. Mark Leffler of MedPro, with backgrounds in dentistry, oral surgery, anesthesiology, and law, discussed how dentists can reduce malpractice risk through prevention and de-escalation. He defined malpractice as a departure from the standard of care causing injury, and emphasized that lack of informed consent is a major, often underestimated source of claims. He advised that informed consent should be a direct dentist-patient conversation, ideally documented in writing.<br /><br />Leffler reviewed MedPro data showing that claims are often driven not just by technical errors, but by communication problems, patient selection, and failure to diagnose. Common and costly claim areas include exams, implants, extractions, endodontics, sedation/anesthesia, swallowed or aspirated objects, and wrong-tooth treatment. He stressed the importance of timeouts, clear tooth identification, and using words instead of numbers in referrals.<br /><br />He also explained preemptive de-escalation through careful patient selection and office environment, and reactive de-escalation through prompt disclosure, empathy, and apology. He warned against saying “I made a mistake,” suggesting instead “I’m sorry for what you’re going through.” Staff should not give medical advice independently, and dismissing patients must follow legal and ethical rules.<br /><br />He closed with practical office strategies, including airline-style “critical language” to empower staff to stop procedures if something seems wrong.

Keywords

malpractice risk

informed consent

dentistry

de-escalation

patient communication

standard of care

claims prevention

wrong-tooth treatment

office safety protocols