Navigating challenging patient contacts in dental practice

MDDUS knows that difficult patient interactions are among the most common triggers of stress, complaints, and claims in dental practice.

These situations often arise from patient anxiety, unmet expectations, financial concerns or heightened emotions, and how they are managed can significantly influence outcomes for both the patient and the dental team.

This one-hour webinar is designed to support dentists by providing practical communication tools, behavioural insights and risk-aware strategies to help navigate challenging contacts with greater confidence.

Drawing on MDDUS case experience and advice, the session highlights strategies that protect patient relationships while also reducing risk to the clinician and the practice.

Attendees will learn how to:

• Approach conversations, patients or situations they find particularly challenging
• Set clear expectations to build trust and reduce misunderstandings
• Recognise and manage unacceptable behaviours in a safe and professional manner
• Apply strategies that lower the likelihood of conflict, complaints or escalation.

Combining effective communication techniques with a strong focus on risk management, this webinar helps clinicians maintain professionalism, empathy and control – even in the most difficult interactions.

Learning outcomes

• Recognise common causes of challenging patient interactions in dental practice
• Prepare and use clear, calm communication techniques to manage conversations or situations they find difficult
• Set expectations and boundaries to build trust and minimise misunderstandings
• Identify and respond appropriately to unacceptable or escalating patient behaviours
• Apply practical risk management strategies to reduce the likelihood of conflict or complaints.