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Navigating Dental Challenges: Overcoming Patient Conflicts and Stress
18 Plays2 days ago
About the Hosts:
Dr. Savanah Craig is a dedicated professional in the field of dentistry. Currently, she navigates the early years of her career with a focus on practical experiences and challenges faced in the dental profession. Known for her insightful perspectives and strong support within the dental community, Dr. Craig provides an authentic look at the everyday realities beyond dental school.
Dr. Ronnetta Sartor is an experienced dentist with a commitment to transforming smiles and providing top-notch patient care. With multiple years of experience, she frequently addresses the complexities of handling patient interactions and the realities of practicing dentistry. Dr. Sartor is recognized for her proactive communication strategies and ability to connect with listeners through relatable experiences.
Episode Summary:
In this episode of Beyond Graduation, Drs. Savanah Craig and Ronnetta Sartor explore the less-discussed aspects of life after dental school, delving into real-world challenges and experiences that shape their early careers. With an emphasis on authenticity and transparent discussions, this episode shines a light on dealing with patient interactions and the unexpected situations that arise in the dental profession.
The doctors share personal stories around encounters with patients, including the stressful and occasionally intimidating aspects of the job, like dealing with patient threats and navigating police reports. This raw and unfiltered conversation highlights the importance of over-communication and building a robust support network within the practice. Themes of professional ethics, patient communication, and maintaining personal safety are woven throughout the discussion, providing valuable insights into the complexities of modern dentistry. The episode underscores the emotional and ethical challenges that dentists face, while also reinforcing the importance of community and resilience in the profession.
Key Takeaways:
- The significance of over-communication in patient-dentist interactions to prevent misunderstandings.
- Understanding the ethical responsibility of saying no when treatment plans conflict with patient desires.
- The importance of community and support networks in navigating challenging professional experiences.
- Insights into how personal and patient expectations can vary greatly, and how to manage them.
- Strategies for maintaining personal safety and professionalism amidst difficult situations.
Connect with Us:
- Savanah Craig, DDS: @savanahcraigdds
- Ronnetta Sartor, DMD: @dr_sartor
- FutureDentists Beyond Graduation: @futuredentistsbeyondgraduation
- FutureDentists: @futuredentists
- IgniteDDS and IgniteDDS Coaching: @ignitedds and www.ignitedds.com
Delve deeper into the intriguing narratives shared by Drs. Craig and Sartor by tuning into the full episode. Stay connected for more enlightening discussions from Beyond Graduation, as the series continues to explore the multifaceted journey beyond dental school.
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Transcript
Introduction and Episode Overview
00:00:00
Speaker
Join Drs. Savannah Craig and Renetta Sartor as we navigate life beyond graduation. Real conversations about forging our own paths in our early years in our careers.
00:00:10
Speaker
There's a reason it's called practicing dentistry. All right, everybody, welcome back to Beyond Graduation. i am Savannah Craig with me as always. I am Renetta Sartor. So like we said, this season's going to be a little bit ah more raw, real. um Just our everyday experiences and um a little glimpse inside our ever-growing text thread of would have told me some of the encounters i would have on a daily basis in dental school.
The Role of Community in Healthcare
00:00:43
Speaker
i never would have believed you. And um so sometimes you just need a friend or... A group of people to hash out some of the just unbelievable situations we find ourselves in in ah dentistry and health care. So here's a little glimpse of ah our our text thread behind the scenes.
00:01:07
Speaker
Yeah, and i feel like this is going to very relatable because and don't think I've met anyone in dentistry that hasn't said you wouldn't believe. what I've experienced, um you know, just recently. So, yeah. And i I think, so again, more behind the scenes, we sort of record episodes once a month. They'll come out in in various times, but we are ah December, 2024. And I don't know if this is true across the board. I would imagine it is, but end of insurance year times bring out, bring with it more, more
00:01:46
Speaker
heightened emotions and complications around the holidays. So I think it's a perfect time to be discussing what's been going on in our practices these days. So we'll start with you because you've had um a lot of encounters over the past few months that um I don't know what was number one on your list? What's the number one scenario that's kind of taken a cake?
Handling Stressful Patient Interactions
00:02:12
Speaker
Yeah, um i have had some encounters with patients making threats and having to call the the police to the practice, um which and trying to figure out how to make police reports and things that I had had no idea I would ever have to do.
00:02:36
Speaker
ah You might be able to teach a class on it if this keeps happening. know. I will not still be here. I will quit. I will change my name. None of you will ever see me again. you going to move to a different country, change your citizenship and everything? Absolutely. um i did not sign up for this to have this many police encounters. We joke and we laugh about it, but it is disheartening rewarding.
00:03:06
Speaker
stressful. um And this has been sort of the ongoing conversation that Renetta and I have had with you try to do your best for people and there is a standard and an ethics of the profession and my own personal ethics, which was which is what guides my practice. And so I'm not going to cause more harm for a patient just because they don't agree with my treatment plan.
00:03:37
Speaker
um And one thing I am very grateful for is in my residency experience, gaining the confidence in myself to say no. And we talk a lot about letting your no's be no's.
00:03:52
Speaker
And you don't have to treat every patient. And sometimes saying no is the right answer for your mental health, your staff safety, your personal safety, and your license. You know what i mean? At the end of the day, I worked really hard to get this and I'm not going to let any one person jeopardize that if i can, whether that be threats against my license with the board or actual threats against my life or the life of the safety of my staff.
00:04:30
Speaker
um So that's been really heavy and hard and it sucks to live in a world where that's even a thing that people think they can do. Mm-hmm. I had probably, and when you and I first met, you were in residency, and I was going through it at that time, but I had a patient who I performed treatment on, took some teeth out, teeth that were infected.
00:04:54
Speaker
And, you know, if you showed any dentists in the world the radiographs, they would tell you these teeth are non-restorable. Absolutely. Yeah. And so pretty much after the fact, um the patient wrote bad reviews tried to make complaints to, you know, the dental association as well as the board. And down the line, what it balled down to was she wanted me to pay for bone grafting and implants in areas um that I didn't put the cavities there.
00:05:32
Speaker
All I did was try to help. um And when we when we met during that time, I was at a crossroads where I was like, I don't know if I want to, like, keep practicing dentistry because I played. I can probably read my notes back and probably replay every scenario of every interaction I had with that patient.
Patient Responsibility in Oral Health
00:05:55
Speaker
in in every interaction and don't know what I could have done differently you know um only thing I think that I maybe could have done is over communicated even more the severity of what was going on in you know that healing process and what that would be like um but I agree it is very disheartening um and so when Savannah was going through what she was going through these past few months I was like I get it and I was like And just hearing what you're going through, eight evokes the same feelings that I felt when I was going through that situation where, you know, stuff like this could drag out for ah very long time.
00:06:38
Speaker
And then it's like, you know, to what end, you know? Exactly. And I think the thing that.
00:06:48
Speaker
drives me crazy is that you could sit there forever. ever And did I explain it? Did i I, and you and I are both documentation freaks because, you know, shout out Dr. Curtis, but you know, he was on us all the time about these things. And i at the end of the day, though, people are going to hear what they want to hear.
00:07:10
Speaker
And that's, I think, one of the hardest parts of dentistry. We always, you know, the teeth are the easy part, honestly. Trying to take four, five years of information that I know and explain the most important things to a patient in five minutes.
00:07:29
Speaker
That's not going to scare them away from all treatment, but also make sure that they understand is really hard and there's no good way to check understanding. I have people repeat it back to me. I have them sign consent forms.
00:07:44
Speaker
I repeat it. My assistant repeats it. But at the end of the day, we're all just doing our best. And I wish that people understood that we're humans and that this like impacts people.
00:07:55
Speaker
our lives and i don't know is it worth i i mean i had and i've you know seen people with threats against their license and board complaints and you know is it worth ruining my career because you're upset But then this most recent one of like, is it really worth a threat against my life for treatment that like you, you cause these cavities and you, I'm trying to give a solution for a problem that I didn't start.
00:08:25
Speaker
and that can be so draining with dentistry. I think you bring up a very important and valid point, right? And I think in today's society and just in general, someone always wants someone to blame, right?
00:08:40
Speaker
Absolutely. So how do we that that We can get our patients educated well enough to know, you know, what's going on with their oral health, but also have them get some skin in the game to be accountable for. OK, I can do this in a dental chair to help you.
00:09:04
Speaker
But in order to progress into having overall complete health, these are the things that you will need to do. You know, how do we as a profession, how do we get patients to understand it and be as accountable for their own oral health as they hold us accountable?
Challenges in Treatment Affordability
00:09:26
Speaker
Absolutely. And I think the other piece that drives me crazy ah is i and I I've started saying this and good bad or ugly i don't have a magic wand I can deal with what we like what is in front of me today and some options honestly are not great are dentures awesome no But sometimes that's the only option available. You are welcome to go without teeth.
00:09:54
Speaker
You are welcome to keep these infected, broken down teeth. I don't recommend it. i didn't get you in this situation. And I've had a I have had recently a couple of patients to sort of two stories to this one being patients that need partials and Are partials awesome?
00:10:10
Speaker
No. Especially, you know, dual, um you know, with no teeth behind Kennedy class two mod two. I had to Google this the other day. It was a whole thing. But distal extensions. Distal extensions. Thank you They're going to flop around. There's not there's nothing holding them in there. And patients are like, this sucks. I'm like, I bet it does.
00:10:31
Speaker
But if you don't have room for implants or you can't afford implants and implants aren't are not the end all be all. For everyone. They have complications too. Absolutely. But there are only so many options here. the ways to There's only like three ways to replace teeth. And if you have no tooth behind, I cannot put a bridge.
00:10:48
Speaker
There's nothing to bridge to. like And it's just trying to explain like, this sucks. I hear you. I am so sorry that you lost all of your back teeth. But that's the reality. We got we got no back teeth. If you want new teeth, we got one option because you don't have enough bone. And if you don't like it,
00:11:06
Speaker
Go without them. I don't... No skin off my back. And then the other one is people with, like, just complex medical history. I've had a couple of patients recently on Reclast, Fosamax, all of, you know, these bisphosphonates with terminal dentition and Well, why didn't anybody tell me that I needed to go to the dentist if I was going to be on this medication? Why didn't anybody tell me these?
00:11:34
Speaker
I don't know. I don't know the conversation that was had with you and your medical provider. And I'm super sorry that we've ended up in this situation. However, the reality of it is...
00:11:46
Speaker
You got to go to the oral surgeon. Right. And then sometimes, unfortunately, oral surgeons are getting to the point where, you know, depending on the medications, you know, they may be sending them to the endodontist.
00:12:01
Speaker
Yeah. You know. um And then the callback. Well, they don't accept my insurance. Right. That is not my problem. I am so sorry. like You know what I mean? That doesn't mean you can't be treated there. And that doesn't mean that that's not the right answer. And I understand. Like finances, i I hear you absolutely.
00:12:24
Speaker
But I can't change it. You know what mean? Mm-hmm. Yeah, I get it. it's It's tough because the reality of there's so many like geographical geographical um and financial obstacles totally that some patients face to receiving a proper dental care process.
00:12:49
Speaker
But in the same breath is also, okay, well, how do I be everything for the patient, but also give back to myself so I'm not left with my cup empty and trying to possibly re-decide if dentistry is what I want to do.
00:13:11
Speaker
And I think this is what makes having your why better. really handy because on those days where you're just like, why did I even, why did I do this to myself?
00:13:24
Speaker
Absolutely.
Communication and Patient Relations
00:13:25
Speaker
Why did I go through all of this schooling to be in a profession where people hate me? Say it again. ah For the people in the back, right? Yeah. Why did i do this?
00:13:37
Speaker
i I gave up my youth. Everything. I gave everything. Yeah. I have nothing left, nothing left. But my why. Yeah. And that's why having, you know...
00:13:51
Speaker
having that, having a strong community around you to build you up when you are just, um, so down and, you know, don't know what to do.
00:14:02
Speaker
um you know, think that's extremely important. And then having ways to come back to yourself. Um, because, you know, we, we also live in a world where reviews, Google reviews, um, its a whole thing.
00:14:18
Speaker
um you know, And so just knowing who you are as a person, um what your intentions are, that you have good intentions.
00:14:32
Speaker
um You're not trying to hurt anybody. You're not trying to make anyone feel a way. All you're trying to do is be there and provide relief, um help transform smiles, help and you're doing the best that you can, just like our patients in most cases are doing the best that they can.
00:14:50
Speaker
yeah So what would you say from the tough couple of months that you've had or a few months that you've had, what is your biggest takeaway? What would you say you'd love to share with our listeners to help them through those those times or What would you like to share that maybe in retrospect, you feel like could have been better to help deescalate some of these situations?
00:15:19
Speaker
Over over communicating is absolutely number one. And that does get exhausting. um But also remembering that you're human and that you are doing your best. And I've had this conversation a lot with my grandparents who are getting older and have multiple medical things and whatever. And Um, reminding them like their doctors are also human and we are all working with the best bit of knowledge that we have. And sometimes that's not enough, but human bodies are super weird and we don't always have the answers.
00:15:59
Speaker
Um, but For me, the the thing that's got me through is community and being able to text Renetta and be like, this is the craziest thing that's ever happened. And I hope I told my assistant, I hope I never again hear you say, Dr. Craig, the police are here.
00:16:23
Speaker
It might be famous last words before you go it' to another country, right? Goodbye forever. um I will change my name. was like, I would be a really great bartender on an island somewhere. Like I can, I'll make the tips. I'll make the frou-frou drinks. It'll be great.
00:16:42
Speaker
um And Adam just shakes his head. But yeah, having having your community to laugh and cry and scream with.
00:16:54
Speaker
when these things happen is unbelievably important. And having, I've been so, so fortunate in the practice that I'm in to have support from the whole team and also my boss and the partners in the offices to check in on me and know how to file a police report and how How to do, how to make sure that I'm protected as well in these situations has been, i would not be as okay with what went on without knowing that I was supported and protected to the best of things.
00:17:36
Speaker
the ability of those around me. So having your people and leaning on your people and knowing that you're really not alone in this and everyone has had a insane encounter or seven. And the other thing is trying to, how many patients have I seen in the last six months?
00:17:56
Speaker
A million, probably. No, a lot. but say Wow, you you're really we're working over there in Ohio. ah But you know what i mean? What is the ratio of fine, normal, reasonable patient interactions versus these couple of really difficult ones?
00:18:13
Speaker
It's really a small percentage. Not that they don't live in the back of my head probably for the rest of my life, but what about you? You've been doing this longer than me and I'm sure have so many more stories that you could tell of ifff ah varying degrees of frustration.
00:18:33
Speaker
Yeah, I think more than anything, like you said, is just over communicate from the beginning of the appointment to the end of the appointment. If they're um at the point where if there is anything that I feel went awry during an appointment or if it was a difficult procedure, yeah we may I'm making a call or having my team make a call for me the next morning, following up with them.
00:19:01
Speaker
That's good advice. Even if a patient calls or emails and has a complaint, I'm getting on the phone and I'm talking to them. um Because I think at the end of the day, people just want to be heard.
00:19:13
Speaker
And when they feel like they're heard. Now, I do think, like you said, there's a very, very, very small ah percentage of people that you just cannot reason with. But I think it for that very small percentage, like you said, having those securities in place and being able to um disengage and not continue a doctor patient relationship yeah is key.
00:19:37
Speaker
um But I think the majority of the people mean well. Yes. And a lot of times it's communication issue and the more we can communicate, but also the more that we can hold ourselves, but also letting the patient know what their, their job is as it pertains to their oral health.
00:19:56
Speaker
um is
Trusting Instincts in Dentist-Patient Relationships
00:19:57
Speaker
key. The other part that I'm learning more and more is trust to your gut. And I haven't figured out exactly how to communicate always to the patient that this isn't, I don't think I'm the dentist for you, but doing your best to just get them out of there if this, if you've got the feeling that this is going to go sideways.
00:20:21
Speaker
um And I think with time, you know The verbiage for that it becomes easier. yeah If I see that maybe we're clashing or we're just not on the same page, there's a nice way to say, you know i know someone that I think you might be a better fit for in terms of what you're looking for.
00:20:45
Speaker
And it's okay to say that, you know, maybe where I am and my journey in dentistry, I don't think that lines up with what you need, your your oral care needs. um And then, you know, wishing them well and helping them move on to someone that can better care for them.
00:21:04
Speaker
um
00:21:06
Speaker
But that's part of ah communicating, right? Like let them let you know, and you letting them know, okay, I don't, I don't think that this is working. Yeah. yeah And I will be doing you a disservice to continue this relationship, you know, patient doctor relationship if we're not moving forward.
00:21:27
Speaker
yeah This is a super interesting topic. We could probably talk all day, but at some point we have to end. Yeah. So friends, let us know. I'm sure you guys have had some crazy um dental experiences. It can be with team members or, you know, anything in your office, but we'd love to hear more and we'd love to hear how you keep
Episode Conclusion and Listener Engagement
00:21:49
Speaker
going. Thank you for joining us for this episode of Beyond Graduation. If you enjoyed this week's episode, be sure to share it with a friend.
00:22:05
Speaker
And remember, you are not alone on this journey. Thank you for listening to Beyond Graduation brought to you by Ignite DDS and Future Dentists. This episode was sponsored by Ignite DDS Coaching. We build self-determined futures. For more information, please reach out to the Ignite DDS team.