When patients go rogue, what’s a practice to do? The dental world isn’t all pearly whites and sparkling smiles. Sometimes, you’ve got a patient who, despite your best efforts, becomes the dental version of that one relative you hope doesn’t show up at Thanksgiving. If you’ve landed here, chances are you’re ready to part ways with a challenging patient and need to know how to do it professionally—and legally—with a patient termination letter due to behavior.
Let’s break down how to handle this delicate situation while maintaining your cool, your reputation, and your legal standing.
The Why: Patient Termination Letters Due to Behavior
Let’s face it: running a dental practice is stressful enough without dealing with toxic patient relationships. While dentistry is about providing care, it’s not about tolerating disrespect, noncompliance, or outright abusive behavior. Common reasons for patient termination include:
- Consistent No-Shows: Canceling five minutes before their appointment… again.
- Aggressive or Abusive Behavior: Nobody signed up to be a punching bag—verbally or otherwise.
- Nonpayment: The “ghost protocol” for overdue bills isn’t cute.
- Noncompliance: Ignoring treatment plans like flossing instructions.
Sometimes, the best treatment plan is to let the patient go.
The How: Patient Termination Letters Due to Behavior
First, this isn’t about venting your frustrations or calling out bad behavior in a mic-drop moment. (Even if you really want to.) A patient termination letter is a legal document that should be polite, professional, and direct. Here’s a framework to keep things classy:
1. Start with the Basics
Include your practice name, the patient’s full name, and the date of the letter. Use formal language to set the tone.
2. Clearly State the Termination
Get to the point, but keep it polite:
“After careful consideration, we have decided to terminate our professional relationship effective [insert date, typically 30 days from the letter date].”
3. Provide a Reason (But Keep It Vague)
While you don’t need to list their greatest hits of bad behavior, offer a neutral explanation:
“This decision is based on behaviors that hinder our ability to provide care effectively.”
4. Outline Next Steps
Reassure the patient that their care isn’t abandoned. Provide resources:
- Suggest they contact their insurance provider for a list of local providers.
- Offer to send their records to their new dentist upon request.
5. Keep the Door Closed (But Not Locked)
Wrap it up warmly:
“We wish you the best in finding a provider that meets your needs.”
The Legal Side of Termination
Before you hit “send,” ensure you’ve checked all the legal boxes. Depending on your state, there are rules about patient abandonment that could land you in hot water if not followed. Key considerations include:
- Notice Period: Typically 30 days is the standard. During this time, you may need to provide emergency care.
- Documentation: Keep a record of everything—missed appointments, abusive behavior, or refusal to follow treatment plans. If it’s not documented, it didn’t happen.
- Professionalism: Avoid negative language in the letter. Your tone can’t come back to haunt you later.
Consult with your state dental board or legal counsel to ensure compliance.
Prevention: How to Reduce the Need for Termination Letters
Here’s the thing: not every difficult patient needs to end up on the chopping block. Some of these situations can be mitigated with better communication, proactive policies, and robust patient engagement strategies. Let’s dive into ways to keep your practice drama-free:
1. Set Clear Expectations Early
Your new-patient paperwork should include behavior policies and payment expectations. Transparency is your BFF here.
2. Use Technology to Reduce No-Shows
Implement appointment reminders via text or email. Many patients genuinely forget—not everyone is ghosting on purpose.
3. Offer a Membership Plan
Patients on a membership plan tend to be more committed to their oral health (and your practice). These patients show up, accept treatment more often, and spend significantly more than insurance-dependent patients. Use BoomCloud™ to set up and scale your membership program
4. Train Your Team
Your front desk staff are your first line of defense. Equip them with scripts and training to handle conflicts calmly and confidently.
The Big Picture: The Cost of a Difficult Patient
You might be asking yourself, “Is it worth all this effort to terminate a patient?” Let’s consider the cost:
- A difficult patient takes more of your team’s time and energy.
- Negative reviews from disgruntled patients can harm your practice’s reputation.
- Lost revenue from no-shows or unpaid bills adds up.
Sometimes, cutting ties is the healthiest choice for your practice and sanity.
Sample: Patient Termination Letters Due to Behavior
Here’s a handy template to keep things simple:
[Your Practice Name]
[Address]
[City, State, ZIP Code]
[Phone Number]
[Date]
[Patient Name]
[Patient Address]
[City, State, ZIP Code]
Dear [Patient Name],
After careful consideration, we regret to inform you that we are terminating our professional relationship effective [specific date]. This decision was not made lightly and is based on behaviors that hinder our ability to provide you with the best care possible.
We encourage you to contact your dental insurance provider to locate another dentist in your area. Upon written request, we will forward your dental records to your new provider.
During the next 30 days, we are available for emergency care only. Please do not hesitate to reach out if you have questions during this time.
We wish you the best in finding a dental provider that aligns with your needs.
Sincerely,
[Your Name and Title]
Wrap It Up: Patient Termination Letters Due to Behavior
No one enjoys writing a patient termination letter due to behavior, but sometimes it’s the healthiest decision for your practice. By approaching the situation with professionalism, clear communication, and legal diligence, you can part ways on as good of terms as possible.
Remember: not all revenue is good revenue, and not all patients are meant to be long-term. When in doubt, prioritize your team, your reputation, and your sanity. You’ll thank yourself later.
** Bad PPO Plans should be treated the same way! Learn how to drop PPOs
