name 4 things good communication allows
explanation of treatment needs
identify medical history
gained informed consent
minimise misunderstandings
what is a complaint
expression of disatisfaction by a patient about a dental service or treatment, whether justified or not
4 principles of clinical negligence
- the dentist owed a duty of cure
- there was a breach of that duty
- the breach of duty caused harm
- the harm was reasonable forseeable and resulted in negative consequences and effects
what are the stages of complaint handling
- frontline resolution
- investigation
- independent external review (spso)
frontline resolution
straightforward issues requiring little or no investigation
must be completed within 5 working days of organisation receiving complaint.
response will either be resolving complaint - apology, explanation OR explaining the complaint will be investigated
investigation stage of complaints handling
frontline resolution insufficient or issues raised are complex/serious/high risk
definitive response within 20 working days
response must be signed off by senior management
what does the SPSO define as potentially high risk or high profile issues
- involve death or terminal illness
- involve serious service failure or repeat failure to provide a service
- generate significant or ongoing press interest
- pose a serious risk to organisations operations
independent external review
for issues that have not been resolved by the service provider
SPSO will assess whether evidence of service failure or maladministration not identified by the service provider
10 working days after investigation to request external review
what body deals with complaints against private dental care
dental complaints service
name 3 potential outcomes of complaints
explanation or apology
partial or full refund of fees for failed treatment
remedial treatment
what formats may complaints be recieved
telephone
writing (email or letter)
in person
timescales for when complaints must be made within
nhs - within 12 months of treatment or within 12 months since failure
private - 6 months
name 4 subcriteria of the GDC principle 5: have a clear and effective complaints procedure
- must give patients who complain a clear and constructive response
- must respond within time limits set out in complaints procedure
- aim to resolve complaints as effectively, efficiently and as politely as possible
- if patient dissatisfied despite best efforts to resolve complaints advise of other avenues e.g SPSO (nhs) or dental complaints service (private)
what is negligence
omission to do something a reasonable dentist would do or to do something a reasonable dentist would not do
how long should dental records be kept
8 years after last treatment
(children and young adult records should be kept until their 25th birthday)
