Ghosted by Your Dentist: When Poor Communication Becomes Patient Abandonment

Understanding Patient Abandonment – Lessons from Dr. A.R.

By: Candy Velez – CRDH, BSDH

Imagine calling your dentist’s office to schedule an appointment, only to discover the office is permanently closed with no way to retrieve your records. Suddenly, you are left without a provider, without guidance, and without access to your dental history.

This is more than just poor communication—it is patient abandonment, a serious ethical and legal violation.

For patients of Dr. A.R., this was their reality. After being evicted from his office, he failed to notify his patients of the closure, leaving them without access to their records or emergency care. His failure to communicate left countless patients stranded, while his actions became the subject of a Florida Board of Dentistry investigation.

In this blog, we’ll examine what constitutes patient abandonment, the protocols dentists must follow when closing a practice, and how to protect yourself from the legal and ethical consequences of ghosting your patients.

📝 Download a PDF copy of the case

What Is Patient Abandonment?

Patient abandonment occurs when a dentist suddenly discontinues treatment without providing reasonable notice or an opportunity for the patient to secure alternative care.

It’s not just about closing an office—it’s about leaving patients without access to the resources they need to continue treatment safely.

Sudden abandonment can occur in situations such as:

• Unannounced Practice Closures – Failing to inform patients that an office is shutting down.
• Dismissal Without Transition – Ending a patient-provider relationship without allowing time for the patient to find a new dentist.
• No Emergency Care During Transition – Not offering temporary emergency treatment for a set period (typically 30 days) after discontinuing care.

In Dr. A.R.’s case, failing to publish a notice about his office closure and not providing patients’ access to their records were clear examples of abandonment. These oversights caused distress for his patients and triggered disciplinary action from the Board.

Proper Protocol for Practice Closures

Closing a dental practice—whether due to retirement, relocation, or unforeseen circumstances—requires careful planning and communication to protect both the dentist and the patient.

To avoid abandonment, dentists must follow these key steps:

1. Publish a Public Notice
   • Announce the closure in a widely circulated newspaper within the practice’s region at least 30 days before closing.
   • Include details on how patients can obtain their records.
2. Notify Patients Directly
   • Send written notifications to all active patients, explaining the closure and providing contact information for records requests.
3. Provide Access to Records
   • Patients must have a reasonable period to retrieve their records, even after the practice has closed.
4. Offer Emergency Care
   • Be available to handle emergency cases for at least 30 days (check you state regulations) post-closure, allowing patients time to transition to a new provider.
5. Notify the Board
   • Update the Florida Board of Dentistry with the new address and closure details within the required timeframe.

Failing to adhere to these steps can lead to allegations of patient abandonment—as seen in Dr. A.R.’s case.

Lessons from Dr. A.R.’s Case

Dr. A.R.’s failure to notify patients of his practice closure was a serious breach of professional responsibility. By not publishing a public notice or ensuring patients could access their records, he violated Rule 64B5-17.001(4) and Rule 64B5-17.0011 of the Florida Administrative Code.

These violations highlighted major gaps in communication and accountability:

• Patients Were Ghosted – There were no clear instructions for patients on how to access their records or continue their care.
• No Emergency Care Offered – Patients experiencing dental emergencies were left without options.
• No Board Notification – Dr. A.R. failed to update the Board with his new address, further complicating the situation.

These actions not only harmed his patients but also resulted in legal and professional consequences, including a formal investigation by the Board.

Protecting Yourself from Allegations of Abandonment

To avoid the serious consequences of patient abandonment, dentists must proactively plan for continuity of care.

Here’s some tips to safeguard your practice and reputation:

1. Plan Ahead
   • If you foresee a closure, sale, or major transition, start planning at least 60–90 days in advance.
   • Establish a clear process for notifying patients.
2. Communicate Clearly and Early
   • Send notifications via multiple channels, including letters, emails, and public notices.
   • Ensure that patients know where and how to obtain their records.
3. Keep Records Accessible
   • Work with a records management service to securely handle patient record requests after the practice closes.
4. Follow Legal Protocols
   • Stay informed about state regulations and Board requirements to ensure compliance.
5. Be Available for Emergency Care
   • Provide emergency services for 30 days post-closure or ensure patients have a clear referral to another provider.

When in doubt, always err on the side of over-communicating rather than under-communicating.

Abandonment Is More Than Just a Legal Issue—It’s an Ethical One

At the heart of dentistry is a duty to serve patients—not just in the chair, but also in how we transition their care when circumstances change.

Dentists may not always have control over when a practice closes, but they do control how they handle it. A well-planned closure shows integrity, professionalism, and respect for the patient-provider relationship.

Instead of: Shutting down without notice and leaving patients stranded.
Choose to: Communicate clearly, provide access to records, and ensure a smooth transition for patient care.

Dr. A.R.’s case serves as a warning: Poor planning and lack of communication can lead to serious disciplinary consequences—but more importantly, they harm the very people we are entrusted to care for.

Final Thoughts: Your Reputation Is Built on Trust

A dental practice is more than just a business—it is a place where patients put their trust in you. When that trust is broken due to poor communication, the damage extends beyond legal repercussions—it affects your reputation, your credibility, and the well-being of your patients.

Reflect on your own practice:

• If you had to suddenly close your office today, would your patients know what to do?
• Would they have access to their records?
• Have you taken steps to ensure a smooth transition if you ever need to discontinue care?

A well-structured plan is not just about protecting yourself legally—it’s about honoring the trust that patients have placed in you.

Looking Ahead

In the final blog of this series, we will reflect on the biggest lessons from Dr. A.R.’s case and explore how these insights can help you safeguard your practice, maintain compliance, and uphold the highest standards of patient care.

Download the PDF of the Case

Photo by Tim Mossholder