Do You Have A Complaint?

The Colorado Springs Dental Society operates a mechanism to attempt to resolve complaints between the patient and the dentist. This process, known as peer review, is provided as a member service to member dentists and as public relations to patients, who do not pay for peer review.

1. For the patient to initiate peer review, s/he needs to call the CSDS at 598-5161 or the CDA at 800-343-3010 to verify that the dentist is a member and to discuss the case with a dental society representative who will initially determine whether the complaint meets the criteria for peer review.
2. If the dentist is not a member, the caller will be referred to the State Board of Dental Examiners.
3. If the dentist is a member, the caller will be advised to discuss the issues with the dentist directly (not just with a staff member). Most often a problem between a patient and the dentist arises from a breakdown in communication. CSDS encourages the dentist and the patient to discuss their concerns openly so that mutual trust can be rebuilt prior to the patient seeking other individuals or forums for dispute resolution.
4. If the patient feels that the dentist is not open to further discussion of the issue(s), the patient can request a complaint form be mailed to him or to her. The dentist is notified that the patient has requested a complaint form, as this allows the member dentist to try again to resolve the dispute.
5. When the patient returns the completed form to the Colorado Dental Association (CDA), the peer review process is initiated. Peer review is a method for reaching agreement on issues, such as the quality of dental services rendered, the appropriateness of treatment, and disputes over fees, without the expense, the delay, and the emotions involved in resorting to the courts.
6. The CDA assigns a dentist who is a member of the CDA's Peer Review Council to review the Request for Review of Dental Services. That dentist recommends case acceptance or rejection to the Peer Review Council. If rejected, the patient is notified in writing that the case did not meet the specified criteria for further review.
7. If the case is accepted for further review, the patient is notified in writing; and the case is referred to the CSDS as the dentist is a local member.
8. The CSDS assigns a dentist who is a trained mediator and who is a member of the CSDS' Peer Review Committee to attempt to mediate the case. The dentist-mediator will contact both the patient and the dentist.
9. If mediation is successful, both parties will need to sign their agreement. The case is closed when the terms of the mediation have been met.
10. If mediation is unsuccessful, the case proceeds to the next level, which is arbitration. Three dentists are assigned to the arbitration panel; the patient and the dentist appear separately before the arbitration panel to present their sides of the case, including records. The arbitration panel decides the outcome.
11. The CSDS Peer Review Committee consists of dentists who volunteer their time and who have the expertise to determine whether the care given was appropriate and whether it meets the standard of care. Committee members are impartial and experienced. However, committee members are not attorneys and will not attempt to give legal advice.
12. The CDA and the CSDS Peer Review process is available only when the dentist named in the complaint is a member of the organization(s). Available alternatives for patients with complaints regarding non-members include self-help by speaking with the dentist, contacting the State Board of Dental Examiners, using a private mediation service, using small-claims court, and/or hiring an attorney.