Complaint Handling

Question 1

what is the role of the GDC

Answer 1

Protecting patients, regulating the dental team
○ Patient safety
○ Expect dental professionals to meet certain standards and criteria

Question 2

what are the main dental complaints

Answer 2

• Clinical treatment
• Communication
• Charge / cost

Question 3

what does the standards say about complaint handling

Answer 3

Have a clear and effective complaints procedure

• Make sure there is an effective complaints procedure readily available for patients to use, and follow that procedure at all times
• Have to let patient’s know there is a system
• Respect a patient’s right to complain
• Don’t act defensively
• Listen to the patient
• Give patient’s who complain a prompt and constructive response

Question 4

what do patients expect from complaint handling

Answer 4

• Their concerns or complaints to be acknowledged, listened to and dealt with properly
  ○ Sit down with the patient, listen and diffuse the situation
  ○ Don’t get defensive

Question 5

what should the complaints procedure be

Answer 5

○ Displayed where it can be seen
○ In clear language and in other formats if needed
○ Easy to understand
○ Provide information on independent organisations
○ Prompt and efficient
○ Able to be investigated in a full and fair way
○ Listing all possible outcomes
○ Giving information to improve services
○ Confidential

Question 6

what is important in handling complaints

Answer 6

Acknowledge
Reassure
Tell about your complaints procedure 
Ensure you have a chaperone present
Manage your team
Is there something your patient wants
Step back and speak to indemnifier

Question 7

what should you do when you cannot follow the time scale in the complaints procedure

Answer 7

If you need more time, tell patient
In exceptional circumstances which mean that the complaint cannot be resolved within the usual timescale, you should give patient regular updates on progress