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Supporting Your Practice

What to do After a Patient’s Complaint? Conversation with Dr. Mike Racich, GP Dentist, Mentor and Coach

Dr. Mike Racich is a general dentist in Vancouver, British Columbia, and a graduate of UBC Dental School with more than 30-years’ experience. Since the late 1990’s, Dr. Racich has been mentoring his dental colleagues and does so currently via didactic and clinical study clubs, coaching, consultation, proprietary programs, and lecturing. He has also written several dental articles in peer-reviewed and non-peer-reviewed publications, and authored three books

Dr. John O’Keefe sat down with this dentist, mentor, and coach to talk about how to manage and respond to a patient complaint; in this case, when three of the patent’s crowns fell out after insertion. Read a detailed description of the case.  

Key discussion topics include:

  • How dentists can avoid these kind of complaint scenarios
  • Basic rules and approach for patient visits
  • Managing mishaps, mistakes, and errors transparently
  • Capitalizing on learning opportunities by focusing on what went wrong and seeking mentorship
  • Introspection and assessing the quality of our work in a realistic way

In this conversation, Dr. Racich also reveals his 80% 15% 5% rule for developing your skills and practice, the “one, two, threes,” of dental treatment and more.

We always want to hear your thoughts and questions.

Leave a comment about this post in the box below or send us your feedback by email at or call us at 1-855-716-2747.

Until next time!

CDA Oasis Team

Read/download the transcript of the full conversation (PDF)

Oasis Moment/Preview (1.46″)

Full Conversation (10.19″)

1 Comment

  1. Vasant Ramlaggan February 19, 2019

    Thanks, Dr. Racich. Great advice!

    Continue to educate yourself AND YOUR STAFF on great protocols and thorough records including consents and refusals. Give options and write those notes!


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