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.

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Until next time!

CDA Oasis Team