Review and summary of lecture by Raj Rattan; A distillation of Dento-legal matters

On September 11^th, Alpha Omega London commenced an exciting new season of presentations with the  well known and respected speaker Raj Rattan, an experienced dental surgeon and head of Dental Protection.

Here is a summary of the lecture with the main points highlighted:

In dentistry (and healthcare), the way you communicate—with patients, peers, and in your records—is just as important as the treatment you provide. Clear, confident, honest language builds trust, prevents misunderstandings, and protects you professionally. 

The core message is that success in dentistry is not just about clinical skill. It’s about communication, authenticity, documentation, and relationships.

If patients understand, trust and feel cared for, legal risks reduce and job satisfaction rises.

The Golden Rule: Be Likeable

“Patients don’t sue dentists they like”

It’s been said many times because it’s true. Your technical work matters, but your relationship with the patient often plays an even bigger role in how they perceive your care. People are far more forgiving of complications when they feel heard, respected, and cared for.

Use the “Why → What → How” Framework

When explaining a procedure, always follow this structure:

1. Why – Explain the reason behind the treatment.

2. What – Outline what the procedure is.

3. How – Describe how it will be carried out.

Skip the “why” and you risk losing patient trust. Most communication breakdowns happen when the rationale isn’t made clear. Patients want to know the purpose behind what you're recommending — not just the steps involved.

Informed Consent: The Three Key Statements

When obtaining consent, keep it simple, structured, and signed. The following three statements can form the basis of a reliable consent form:

1.  “The dentist explained my options.”

2.  “I understood the options and had the chance to ask questions.”

3.  “I’m happy to proceed with treatment.”

This protects you and your patient by ensuring clarity and mutual understanding.

Communication Techniques that Work……Co-Diagnosis & Co-Discovery

Let patients “see” the issue themselves. Use intraoral cameras or visual aids to make the problem real and relatable. When they feel involved, they’re more likely to accept treatment — and feel ownership over their care.

The FAB Technique: Features → Advantages → Benefits

Use this when describing treatments:

Patients don’t always understand clinical jargon, but they’ll connect with how something benefits them personally rather than the features.

Cicero’s Rule of Three: Make It Memorable

People remember things best in groups of three. Use this pattern when:

• Explaining exams: “We’re checking your teeth because,  your gums because, your soft tissues because.”

• Breaking down treatment steps.

• Explaining risks.

• Giving post-op instructions.

Keeping explanations in threes is a simple trick to make information stick.

Words Matter – Choose Wisely

Sometimes, it's not what you say, but how you say it. Consider the emotional impact of your words:

Instead of… Private, say      Outside NHS arrangements

Instead of…Monitor, say     Review in 3 months

Instead of…Broken, say       separated or complication

Instead of. Dodgy,   say        guarded prognosis

Be aware of connotation (emotional tone) as well as denotation (literal meaning). Language shapes perception — and comfort.

Documentation: Always Include the “Because”

In your notes, always include:

• The diagnosis

• The options discussed

• The treatment chosen

• The reason for the decision ("because...")

This adds context and shows that the decision was informed and intentional.

Pro tip: Anything you explain before a problem happens is information.Anything you explain after is often seen as an excuse.

Relationships reduce Complaints 

Even when something goes wrong, patients are far less likely to complain or sue if:

• You show empathy and authenticity, these are your strongest defences

• You’re transparent

• You’ve built a solid rapport

• Patients forgive complications if they trust you. For example: a patient whose crown failed insisted on paying because of the relationship with the dentist.

In the absence of a precipitating factor, patients rarely sue if they like and trust you.

Trust is your best protection.

Don’t Chase Money – Chase Meaning

Yes, dentistry is a business — but it’s also a relationship-based profession.   Real success comes when you:

• Find authenticity in your work,

• Cultivate purpose in your practice,

• Build genuine connections with patients.

Enjoy your work. Enjoy your patients. Enjoy the fruits of your work. Happiness is a precursor to success, not the other way around. 

Raj concluded his presentation with some final thoughts:

‘I would  to share something with you that’s a little out of the ordinary for me. I don’t usually do this, but this is really important to me, and I’m interested in your thoughts on it. I have an interest in philosophy and often include in my presentations the Delphic Maxims. I’ve been thinking about it for a long time and I’ve mentioned it before—about the solutions that were presented there. I have been dealing with this issue for years, and it’s been weighing on my mind. So, I thought I’d share this with you today.

What I’m presenting is based on something I’ve been working on for the past six and a half years and next spring , finally, I hope to have a book published. It involves the 147 'Maxims' that I’ve referenced—each one comes with a lesson and an exercise. You can use this as a daily practice, or build it into a 15-week program. If anyone is interested in this, I’d love for you to reach out to me.’

My approach is a bit different from traditional management strategies. My belief is that these principles are already in place, but we just need to find a way to apply them to everyday life. The title of the work is '147 Maxims,' though this may change. It’s based on a concept from Greek philosophy, 

Final Thought

All the world’s a stage.” – William Shakespeare

In conclusion:

In dentistry, your chairside communication is your performance.

How you show up — with empathy, clarity, and professionalism — will shape not just your patient outcomes, but the long-term success of your career.