Find a Registered Dental Hygienist

GO

Something to talk about… Dismissing a client

You’ve been providing care to a client who consistently refuses to allow you to conduct a periodontal assessment, which has not been done since their initial appointment five years ago. At every appointment, you’ve explained the risks and benefits of proceeding without the re-assessment, but the client continues to defer, saying they will allow you to complete the probing at the next appointment. You’re concerned that proceeding without a full assessment prevents you from providing safe, effective care, and may lead to undesirable outcomes for you and the client.

Can the RDH dismiss this client?

Dismissing a client is a serious decision that should not be taken lightly since it can impact the client, the practice and the RDH. While respecting the client’s autonomy is important, RDHs may feel pressured to give in to unreasonable and possibly harmful demands at times.

In the scenario above, the client’s refusal is not an isolated incident but reflects a pattern. This suggests that the professional relationship is experiencing challenges with co-operation and trust, and ending the RDH-client relationship may be in the best interest of both parties.

Things to consider when dismissing a client:

  • Is the reason valid? Some reasons may include:
    • Non-compliance and/or unreasonable requests related to care
    • Pattern of non-payment of fees
    • Unethical requests (e.g. participation in insurance fraud)
    • Abusive behaviour and/or safety concerns
  • Has the client been previously informed of the concerns and why this may ultimately lead to their dismissal?
  • Have you consulted CDHO’s Practice Advisor for any specific requirements or recommendations regarding client dismissal?

If you decide to dismiss the client:

  • Inform the client directly, including the reasons;
  • Give the client a reasonable amount of time to find a new provider. Facilitate this by providing a list of referrals;
  • Document all communications in the client’s record; and
  • Offer to provide a copy of the client’s record to their new provider.

RDHs have an ethical and legal duty to act in the client’s best interests and sometimes ending the relationship may be the only way to meet this requirement. Keep in mind, each case is unique, and the decision to dismiss a client should be evaluated on an individual basis.

If you have any questions, please get in touch with our Practice Advisor at advice@cdho.org or call 1-800-268-2346 (press 3).