A recently published story in The Denver Post revealed that patients reportedly felt that teams at some dental practices exaggerated their oral health problems to rope them into expensive, unnecessary, invasive treatments.
Some patients got second opinions and claimed they were told that the out-of-pocket deep cleanings and more were not needed, and that dentists may have upsold those treatments to make more money.
With the lack of standardization in dentistry that can lead to clinicians making different treatment calls, dentists explained to DrBicuspid that teams need to take certain steps to ensure that patients trust them.
Dr. Nayson Niaraki, co-founder and clinical director at Smilebar in Boston, told DrBicuspid that when these problems arise, dental professionals face a critical test of credibility.
“These types of situations erode trust,” Niaraki said. “The good news is that ethical dentists and practices can build and sustain trust through proactive, patient-centered strategies.”
Furthermore, Niaraki said, “It's important to spend time with a patient to explain solutions to the issues they're facing, using plain language to explain diagnosis and treatment. With regards to cost, it's always better to be upfront about payment plans, insurance coverage, and different payment alternatives from the beginning. Tools like sending detailed treatment plans to patients with breakdowns of payments explaining insurance benefits builds confidence and trust. Also, we have found that sending a post-consultation email to every patient outlining what was discussed -- the treatment plan, treatment time, and pricing --is extremely helpful."
"Sometimes, we also share case studies of patients who've had similar issues and show them how Invisalign treatment can resolve their chief concerns. Ultimately, trust hinges on viewing patients as partners and not a revenue source. If you're a patient facing this, always seek a second opinion -- it's your best defense. For dental professionals, these steps will help differentiate your practice in a competitive field,” Niaraki said.
Dr. Abdul Dalghous.
Dr. Abdul Dalghous, an oral surgeon and founder of Yorkshire Dental Suite in Leeds, England, told DrBicuspid that the key to maintaining patients' trust is transparency and clear communication.
“Dental professionals should show patients exactly what they see, using x-rays, photographs, and gum measurements, so the need for any treatment is fully understood,” Dalghous said.
“Providing written treatment plans, explaining all options, and welcoming second opinions help patients feel informed and confident in their care. Trust is built when every recommendation is supported by clean evidence and open discussion,” Dalghous said.
Dr. Sandip Sachar of Sachar Dental in New York City told DrBicuspid the recent Denver Post story highlights a very serious issue.
Dr. Sandip Sachar.
“You can build tremendous trust by not being pushy and by openly encouraging second opinions,” Sachar said.
“Trust erodes instantly when a provider uses fear to push costly treatment. Instead, focus on patient education and visual aids (x-ray, intraoral pictures, etc.). A simple line like, ‘If you’d like a second opinion, I completely support that,’ can make a patient see that you have nothing to hide, that the diagnosis is based on true clinical findings, and that their comfort and confidence matter more than making a sale.”
Dr. Fadi Swaida of Bond Street Dental in Toronto, told DrBicuspid that concerns about some dentists upselling “unscrupulous treatments for gum disease repair are well founded, particularly given how vulnerable patient-provider trust is within dentistry.”
“Patients have little visibility about what is actually necessary, or needed, versus what is optional,” Swaida said. “To earn and maintain trust, dentists must explain and justify their diagnostic decisions. Patients should be walked through the x-rays, gum pocket measurements, and other evidence of the condition’s progression and illustrated in simple, clear language why a proposed treatment is reasonable. Explaining the rationale for a diagnosis with evidence, imaging, pocket depth matrices, and historical comparisons, provides a basis for a more reasonable and thoughtful dialogue,” he said.
Dr. Fadi Swaida.
Swaida added, “Patients integrate a greater sense of autonomy and control over their treatment, and the sense that they are being upsold dissipates. Proactive patient education through other more passive means, blog posts, in-office lectures, or evidence-based summaries, also serves as a means of reinforcing trust," he said.
"Finally, the option of obtaining a second opinion, financing treatment transparently, or inviting evidence of collusion are all means of enhancing trust. In a practice that is heavily scrutinized by the public, the trust must be tangible. There is no room for lack of trust on the practice,” said Swaida.
Dr. Catrise Austin, a cosmetic dentist in New York City and host of the Let's Talk Smiles Podcast, told DrBicuspid the claims were “deeply concerning. When stories like this break, they don’t just affect one practice, they create doubt across the entire profession.”
As a dentist with nearly 30 years of experience, Austin said it’s critical to walk patients through their x-rays, periodontal charts, bitewing comparisons, and intraoral photos and offer artificial intelligence-enhanced objective diagnostics. The AI-based diagnostics “eliminate suspicion, bias, and guesswork,” Austin said.
“AI has become the neutral third party in the exam room -- it gives patients proof, not pressure,” Austin added. “This removes the idea that a dentist might be exaggerating gum disease. When the computer and the clinician identify the same areas, doubt fades.”
Finally, Austin said, “Patients form opinions before they ever step foot in a practice. Clear messaging, transparent pricing ranges, and educational content help set expectations before the diagnosis. This is one area where most dentists fall short, and it’s a major contributor to patient skepticism," she said.
"At the end of the day, dental care is a partnership. When patients feel informed, respected, and shown clear evidence of their condition, trust grows naturally. AI tools, transparent diagnostics, personalized education, and open communication aren’t just good practice, they are the future of trustworthy dentistry. My mission is to empower patients with clarity, not fear, and that is how the profession moves forward after stories like these,” Austin said.
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
