May 19, 2026

FEATURE STORY

DELISTING: The letter you don’t want

An Ontario dental practice was recently delisted by an insurer, not because of poor care, but due to billing patterns flagged by data analysis. Today, insurers use AI to compare providers and identify patterns that fall outside the norm, often years after claims are submitted.

The challenge is that most practices don’t know how their data appears from the outside. Small inconsistencies can add up, leading to serious financial and operational consequences.

This shift means it’s no longer just about providing good care. It’s about proving it in a way that stands up to algorithm-driven review. Tools like RNA180 help practices stay ahead by bringing clarity, consistency, and defensibility to their data.

RNA180 just made appointment planning effortless.

When building an appointment, simply head to your applicable services and tap the wand icon. RNA180 will instantly generate the optimal appointment based on your office’s unique DNA.

No second guessing. No wasted time. Just consistent, high-performing schedules built automatically.

As audits from governing colleges, insurance providers, and regulatory bodies become increasingly common, attention to detail in your documentation and workflows is no longer optional—it’s essential. Every aspect of your clinical and administrative processes must stand up to scrutiny, and one of the most overlooked (yet critical) areas is individual login usage within your practice management software (PMS).

Your Login Is Your Digital Signature

Each provider is assigned a unique login for a reason—it serves as your digital identity within the system. Every chart entry, clinical note, procedure, and update is tracked and time-stamped under the active user.

Even if you physically sign your name at the bottom of a chart note, it does not override what the system records. During an audit, log reports can reviewed, and they clearly show who was logged in at the time the work was completed. If the login does not match the provider who performed the service, this creates a discrepancy that can raise concerns about documentation integrity, accountability, and compliance.

Why This Matters in Audits

Auditors are no longer just reviewing chart notes—they are reviewing system activity logs. These logs provide an objective, traceable history of:

• Who accessed the patient record
• Who completed the clinical note
• When procedures were entered or modified

If multiple team members are sharing logins, it becomes impossible to validate who actually performed the work. This can lead to:

• Questions about the accuracy of records
• Challenges with insurance claims
• Potential compliance issues with regulatory bodies

In short, shared logins weaken the credibility of your documentation.

Accountability Protects Everyone

Using your own login is not about adding extra steps—it’s about protecting:

• You as a provider
• Your patients through accurate records
• Your practice from unnecessary risk

Clear accountability ensures that every action in the system can be confidently attributed to the correct individual.

How RNA180 Helps Identify Gaps

Maintaining perfect compliance across a busy schedule isn’t easy—but this is where RNA180 provides valuable support.

RNA180 helps practices quickly identify documentation inconsistencies through the Insights Calendar. A simple visual indicator—a black dot—flags when:

• A clinical note has not been written, or
• A note has been entered under the wrong provider login

This allows teams to address issues in real time, rather than discovering them during an audit.

The Bottom Line

In today’s environment, where audits are becoming the norm, small habits make a big difference. Logging in under your own credentials every time ensures:

• Accurate, defensible documentation
• Clear accountability
• Reduced audit risk

It’s a simple step—but one that plays a critical role in protecting both providers and practices.

Q: What should we be doing during the CDCP annual renewal period?

With the CDCP annual renewal period now underway as of April 15, it’s important to verify patient coverage and eligible codes using Electronic Data Interchange (EDI), the CDCP call centre, or the Coverage Look-up tool available through Sun Life Direct.

To support your team and help minimize patient confusion, a new renewal reminder poster is now available, encouraging patients to renew their CDCP coverage ahead of the June 1 deadline.

The dental practice market is changing fast.

Are you prepared for what's next?

Neil Presner breaks down the shifts reshaping Canadian dentistry, including DSO activity, CDCP, and balance billing, and what they mean for your practice’s revenue and long-term value.