Dentists are against themselves, or Development without evolution.
We continue to talk about why stomatology clinics have experienced stagnation, while new technologies are constantly appearing and clinics are expanding. In the previous, first part of the article, the unsatisfactory state of document-information support of patients from “entry” to “exit” was discussed.
In many clinics, either there is no complete set of legal and medical documents, or they are of dubious quality, and examiners reveal numerous shortcomings in them. This applies to the Contract for the provision of services, a medical card, a questionnaire on the patient’s health, informed voluntary consent to medical intervention, price lists for services, provisions on guarantees.
There are several reasons for the unfavorable state of document-information support of patients. We will name two main ones.
The first reason. The problem of document and information support for clinics was reduced to the legal aspect.
The attendants of Themis of different ranks, horizons, with different cultural backgrounds and experience in the private services sector over the past 10-15 years in print and from the stands have called for following the articles of the Law of the Russian Federation “On Protection of Consumer Rights”, the Decree of the Government of the Russian Federation “Rules for the provision of services to the public medical institutions ”, the Fundamentals of the legislation of the Russian Federation“ On the protection of the health of citizens ”, etc. No one will dispute the need for strict compliance with the requirements of these and other official guidelines. What’s the problem? – In a one-sided approach to business.
Many times it was necessary to observe the same picture: on the platform of the next forum of dentists, one of the lawyers instructively quotes articles, paragraphs of laws and regulations, and in the hall like hypnotized owners and top managers of private dental clinics.
In appearance, it is clear that they silently scourge themselves: “There’s still nothing in my clinic,” “Wow, there is a lot to improve legally, so as not to run into payments in cases of litigation on claims of patients dissatisfied with the results of treatment.”
A “legal panacea” has formed in the minds of the dental community: the main thing is to have legally competently drawn up patient support in the clinic.
What is wrong with this? – you ask.
The fact is that in the minds of the owners of the clinics the idea of protecting their interests dominates: no matter how they hit me in the pocket. Somewhere in the background, care for the client remains, supposedly they also think about him. A typical result is the careless drafting of Agreements, informed voluntary consent, price lists, patient health questionnaires, and guarantee provisions.
These documents do not meet the requirements of stylistics, the rules of grammar, readability and sociability. That is, they are difficult to understand, difficult to read, and sometimes simply unpleasant to hold in your hands (See for more details: “Psychology and management in dentistry.” Volume I “The clinic is a“ turnkey ”). Sometimes you ask the clinic owner the question: “And you want that with this attitude to the patient, he would be treated with you?”. In response, the inspired “legal panacea” comes to life: “This is a lawyer, we paid him a lot of money.”
But not every representative of jurisprudence knows the style, rules of spelling and punctuation, is familiar with the psychology of writing written documents addressed to recipients of services.
Not every lawyer is able to provide a qualitative leap in working with clients, even if he correctly writes points of information and document support from a legal point of view.
By the way, lawyers often disagree on their demands. For example, they call a different number of points of compliance with laws and regulations. Some insist that a separate Contract be preliminarily drawn up for each service, while others believe that it is possible to limit oneself to one text containing broad interpretations.
Some lawyers take into account that some informational information for patients is presented in different documents, while other interpreters of laws ignore this fact and overload a specific document. For example, ensuring the safety of treatment is provided for by the licensing conditions of the clinic.
In this case, is it necessary to require that in every informed voluntary consent there should be a clause that the patient was shown and explained how the epidemiological norms were observed in the clinic? If you specify such a clause, then how to prove its compliance? Take an excursion to the central sterilization department? But outsiders are strictly forbidden. Hand out a booklet with the appropriate content? Would such information not be an explanation of granted?
You must also understand that the competence of a lawyer is limited. He is ready to name the requirements from various legislative acts and ministerial orders, but is not able to reflect them in a specific medical document.
Take a questionnaire about the patient’s health, which he must fill out and discuss with the participation of a specialist of a certain profile. The lawyer will tell you that the availability of the questionnaire is mandatory, that its data should be updated periodically.