GDC complaints procedures - responsibility of the dental professional
- ensure there is an effective written complaints procedure where you work
- follow procedure at all times
- respond to complaints within time limits set out in procedure
- provide a constructive response to the complaint
When patient’s complain, what are they usually seeking?
explanations
assurances
agreement to put things right
remedial treatment
apology
refund of fees
NHS Scotland early/local resolution time frame (informal complaint)
within 5 days
if no early resolution following complaint - what comes next? give time frame
investigation
- 20 working days
when does a formal complaint need to be acknowledged by?
within 3 working days
True or false: you can make an nHS dental complaint after any amount of time following the incident
FALS E - must be made within 6 months
if a complainant disagrees with the outcome of the investigation, how long do they have to request a post-investigation review?
10 working days
