Board complaints · Legal complaints · Upset patients
when something goes wrong,
we handle it.
Board complaints, difficult patients, credentialing delays, aging AR, unexpected staffing gaps. When a situation escalates, you need someone who has handled it before and can start today.
4 hours
7 days a week
Response commitment
Escalated situations do not wait for Monday. We answer new escalation requests within 4 hours, 8am to 8pm Arizona time, every day of the week. Anything that arrives after 8pm is answered first thing the next morning.
Situations we handle
01
Patient escalations
02
Clinical dissatisfaction
03
Refund negotiations
04
Patient dismissals
05
Credit card disputes
06
Unpaid treatment
07
Board and legal complaints
How escalation support works
01
Review the situation
- Review the complaint and the immediate concerns
- Identify deadlines, threats, or potential exposure
- Gather the relevant records and communications
02
Set the strategy
- Create an initial communication and resolution strategy
- Decide whether malpractice or legal counsel should be involved
03
Support the practice
- Coach your team, draft the response, or participate in the conversation
- Keep the matter contained while it is worked
04
Work to resolution
- Move the matter toward a reasonable solution
- Document what happened and what changed
Confidentiality comes first
Patient privacy and practice confidentiality are central to every engagement. Confidentiality agreements or NDAs are included as part of our service when appropriate.
We work discreetly and only involve the individuals needed to move the matter toward resolution.
What clients say
“Shiela's strength is her ability to take an inflamed situation and calm people who are upset and emotional, which typically would escalate without her intervention. Dealing with patients in dentistry can be very challenging, and in these situations Shiela excelled.”
“I worked closely with Shiela for several years regarding clinical compliance. Sometimes this was upset patients, sometimes it was cases that required uncomfortable conversations, and she always handled them professionally. She is extremely organized and never forgets anything.”
“Shiela has an innate ability to have difficult conversations with patients, team members, or doctors in a very respectful and thoughtful way. We could always rely on her to diffuse a bad situation with class and clarity.”
Frequently asked questions
get help before the situation gets bigger.
Dental Support Now provides operational, documentation, patient-experience and administrative support. Services do not constitute legal advice or legal representation.