A case can be dismissed at any time if the tone of a patient’s or a dentist’s written or verbal communications (e.g., telephone calls, voice messages, emails, letters) is disrespectful and/or threatening. The Mediation Services coordinator may provide one formal reminder about participation standards. Subsequent disrespectful or threatening communications will result in the patient and… Continue Reading Are cases ever dismissed?
Non-member dentists named in complaints are notified that a patient complaint has been received by the WDA. Information about Mediation Services and joining the WDA is shared. If the dentist declines to join the WDA, a letter is sent notifying the patient of the dentist’s ineligibility and the complaint is closed. The patient is then… Continue Reading What if dentist named in complaint is not a WDA member?
With the goal of a fair, objective and confidential process, there is no set time frame for resolving cases. Complaints are acknowledged within 30 days and may take several months to complete. The Mediation Services process depends on committee member dentists volunteering their time and relies upon patients and their dentists responding promptly to information… Continue Reading How long does Mediation Services take?
If a complaint is not resolved during the investigative stage, the local committee will conduct a formal Mediation Services meeting that includes at least three WDA member dentists. In an effort to hear all sides of the situation, the patient and the dentist who provided the care in question are interviewed separately and in person… Continue Reading What if a complaint isn’t resolved during the investigative stage?
Patient requests, then submits a completed and signed “Request for Review” form to WDA Mediation Services. Mediation Services coordinator acknowledges receipt of the form within 30 days. A copy of the form, along with a request for a response and applicable records are forwarded to the dentist/s named on the form. The complaint is given… Continue Reading How does the process work?
Any financial considerations the committee may recommend are tied directly to treatment costs. The committee does not make awards for issues, such as pain and suffering, loss of work time or mental anguish. WDA Mediation Services is not a court of law. Requests for reimbursement, payment or refunds should not be included in writing, either… Continue Reading Do patients get refunds?
No. WDA Mediation Services is a free and voluntary program for WDA member dentists and their patients.
All information – including names of the patient and dentist involved – are kept confidential. However, unless the patient specifically asks that the complaint remain on file only, copies of the complaint are forwarded to the dentist with a request that he/she respond to specific issues raised, as well as provide relevant records.
Decisions and recommendations are reached by a committee of volunteer dental professionals in a fair, objective and confidential manner based on evidence provided. The program does not handle complaints currently in litigation or being pursued through the legal process or other review.
Matters are eligible for review if they appear to involve substantive issues of appropriateness of care and/or quality of treatment.