What is the function of the GDC?
- to protect patient safety
- maintain public confidence in dental services
How do GDC undertake their role? (4)
- MAINTAIN a register - dentists, dcps, specialists
- SET standards - standards for the dental team
- investigate complaints about registrants - fitness to practice
- ensure quality of dental education - undergraduate, postgraduate
how can a dental professional approach their practice? (6)
- application of basic clinical sciences
- clinical reasoning and judgement
- communication
- health promotion
- attitudes, ethical stances and legal responsibilities
- information handling
What is REGULATION within dentistry?
Regulation is simply a way to make sure that healthcare professionals are safe to practise and remain safe to practise throughout their career - PROFESSIONAL STANDARDS AUTHORITY
How can we describe EFFECTIVE communication in healthcare?
it is a process of exchanging ideas, thoughts, knowledge and information such that the purpose or intention is fulfilled in the best possible manner. In simple words, it is a two way process where views are exchanged in a way best understood by both patient and health care worker.
What is a complaint?
any expression of dissatisfaction by a patient (or their representitive) about a dental service or treatment, whether justified or not.
When are patients most likely to complain? (5)
- you APPEAR to be too busy to listen
- you appear to be unwilling to listen
- you interrupt them giving them no chance to speak
- you appear to be dismissive of their views
- you appear to be disinterested in them as a person
How can we address unrealistic expectations?(4)
- effective listening helps you discover unrealistic expectation
- respectfully correct an unrealistic expectation
- be particularly concerned about patients who resist correction
- NOTE DOWN DISCUSSIONS!
what is the commonest communication issue leading to complaints and claims?
critical comments by other team members - COMPLAINTS AND YOU COLLEAGUES
What are the 2 key principles regarding the communication aspect to “risk and your colleagues”
- always give an honest account of your clinical findings
- try not to criticise another dental professional
- IT IS ALL ABOUT EFFECTIVE COMMUNICATION (when having difficult conversations)
What can we do to EFFECTIVELY communicate with patients?
- CLEAR
C - CONNECT (vocab, tone, offer help)
L- LISTEN (open ended questions)
E - EMPATHISE (summarise and acknowledge)
A - ASK (expectations, concerns, permission for closed questions)
R - REVIEW AND CHECK (confirm, correct, well-being, closure)
What can we do to effectively communicate in writing to patients?(5)
- PLAIN LANGUAGE
- good part of the consent process
- useful for complex options
- when they wont take your advice
- good for giving oral health advice
What action do we take regarding communication via social media?
- if a patient contacts you through your private profile, you should explain that it is not appropriate to mix social and professional relationships - direct them to your professional profile.
- you MUST NOT USE SOCIAL MEDIA TO DISCUSS INDIVIDUAL PATIENTS or their care, with those patients or anyone else.
What are the 4 different effective communicators for the dental team?
- leadership by example
- team training
- phone training
- individual training
How can we avoid complaints?(4)
- professionalism
- effective communication
- compassionate care
- managing expectations
What is the complaint management under the GDC standards ?
patients expect - their concerns or complaints to be acknowledged, listened to and dealt with promptly
WE MUST: - effective complaints procedure must be readily available and followed at all times
- respect the right to complain
- prompt and constructive response
What is the ACTUAL complaints management under the GDC STANDARDS DOCUMENT
- 5.2.1 You should not react defensively to complaints. You should listen carefully to patients who complain and involve them fully in the complaints process. You should find out what outcome patients want from their complaint.
- 5.3.8 You should offer an apology and a practical solution where appropriate.
- 5.3.9 If a complaint is justified, you should offer a fair solution. This may include offering to put things right at your own expense if you have made a mistake
What is the NHS Scotland complaints handling proceudre? (CHP)
stage 1 - earlyr resolution “on the spot” within 5 working days
stage 2 - investigation - completed in 20 days
stage 3 - independant external review
- NHS boards should have a “complaints and feedback officer”
What will a RESPONSE within complaint management include? (8)
- an explanation of how the complaint has been considered
- an apology if appropriate
- an explanation based on facts
- whether the complaint in full part or is upheld
- the conclusions reached including any action that the organisation considers to be appropriate
- confirmation that the trust/board is satisfied any action has been or will be actioned
- where possible, response about any lessons learnt
- further info about complaints process
what is the dental professionals role in responding to a complaint?(4)
- cooperate with investigation
- input into response and seek advice regarding this
- reflect on your acts and omissions
- discuss learning points at review interviews and appraisals
What is negligence?
DUTY OF CARE !
3 aspects:
- duty of care
- breach of duty
- causation of harm
Under the GDC standards, what is in place for claims for compensation?
1.8 - have appropriate arrangements in place for patients to seek compensation if they suffer harm
1.8.1 - you must have appropriate insurance or indemnity in place to make sure your patients can claim any compensation to which they may be entitled
1.8.2 - you should ensure that you keep to the terms and conditions of your insurance or indemnity and contact the provider as soon as possible when a claim is made
What can patients claim for compensation dental treatment wise?
- endodontics
- complex crown/bridge cases (occlusion)
- cosmetic dentistry of all kinds
- facial aesthetics
- failure to diagnose
What are the problems of claims for compensation? (4)
stressful
time and delay
unwanted negative publicity
unwanted additional paperwork
