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Creating a referral network demands careful consideration, not just for the wellbeing of the patient but also for the sake of your practice’s reputation. By John Burfitt
Most patients understand that even the most skilled dentists can’t be experts in every aspect of oral health, which is why having a robust referral network is essential, offering an interconnected hub of dental care.
Yet some practices don’t have an extensive referral network in place, seemingly unaware of the potential reputational damage this can cause.
In one anecdote shared with Bite, a reader reported that when he needed advanced orthodontal treatment, his dentist’s idea of a referral was to advise, ‘Just google orthodontists in your area and see how you go.’
Dr Tracy Le of Sydney’s Rawson Dental states how and where a dentist refers a patient can very well determine whether trust is built or broken.
“A good referral list needs to be seen as a key extension of your own care and the way you consider the wellbeing of a patient,” Dr Le says. “Not having your referrals in place and also not regularly updating your list can impact patients’ trust in your care.
“If you seem uncertain about where to refer a patient or even unsure what the referred doctor is even like, then your patient could begin to doubt other decisions you make. Losing trust with patients is not something any dentist wants.”
Dr Dominic Aouad, president of the Australian Dental Association NSW Branch, says the potential reputational damage to both the practitioner and the practice must be taken seriously.
“If you’re unsure who to refer the patients to, it can erode their confidence in your judgment,” Dr Aouad says. “That’s when patients may start seeking opinions from less reliable sources like TikTok , which can be problematic.”
When a serious health issue suddenly arises for a patient, Dr Aouad adds not having a trusted specialist to refer to can lead to delays in care. “A well-established referral network ensures your patients get the timely, effective care they deserve and protects their health.”
Creating a strong referral network requires an investment of time for inquiries and discussions, not to mention regular updates.
Julie Parker of Julie Parker Practice Success has been a business consultant to the dental profession for over a decade and says any choice of specialists to a referral list needs careful consideration. Parker recommends consulting extensively with other dental colleagues about the specialists they refer patients to, and also attending dental networking events.
“Know something about who this specialist is so they are not just another name off a list, but someone you have a good reason for sending your patient to,” she says. “Your patient is taking that recommendation as if you know best and have already checked this person out.”
If you’re unsure who to refer the patients to, it can erode their confidence in your judgment. That’s when patients may start seeking opinions from less reliable sources like TikTok , which can be problematic.
Dr Dominic Aouad, president, ADA NSW
When updating her referral lists, Dr Le says she checks in with all her best contacts to put together a comprehensive collection of specialists. “I call lab technicians, company reps, former colleagues and even cold-call specialists in the area and ask to chat when they have a moment,” she says.
“What I have found with most specialists, they actually love to hear from you and are glad to have a connection so they can put a person to the name on a letter. Also, by getting to know you, they are adding someone to their own network as well.”
Adelaide’s Dr Peter Alldritt of Rose Park Dental says dentists, whether long-established or new to the game, need to make time for networking to create stronger professional connections. “Make an effort to join study clubs, dental societies, business groups as well as the local ADA organisation in your state. By getting to know other practitioners in your professional circle, you very soon know who you want to refer your patients to and who you don’t.”
Finding the right specialist to refer to, Dr Aouad says, needs to be about aligning your own treatment philosophy and communication style with theirs. He says one of the best resources to help achieve this is on the ADA website.
“A great starting point is the ‘Find a Dentist’ portal on the website (ada.org.au), and then use the ‘Advanced Search’ feature to locate specialists by their location and expertise. Doing this may help find the right match for your patients.”
Even with all the best credential and personality checks in place, however, there are occasions when it doesn’t work out between the patient and the referred specialist, for a variety of reasons.
Another challenge is managing patient expectations. Clear communication about why a referral is necessary and what they can expect from the new consultation is crucial.
“It’s never a case of one size fits all and this is when it pays to know what your patient is like and whether they may not be a good fit for that other doctor, and vice versa,” Dr Alldritt says.
“So always have other specialists on your referral list so it is easier to match up the right people.”
Julie Parker says a lesson she learned years ago when working on a dental reception desk was, when a report arrived from a specialist, to follow up with the patient about how the referral consultation went.
“Not all specialists share the same kind of patient-centric level of care and service that the patient may have become used to in your clinic,” she warns. “So a phone call after their appointment always gained good feedback on the patient experience. Those details I would then pass onto the dentist.
“What always made the biggest impact, however, was that the patient felt like we were keeping an eye on their complete care. A few minutes checking in showed a commitment to care and reassurance, and that plays a major role in retention.”
