Tutor HuntResources Dentistry Resources
Complaints Handling
Dentistry
Date : 11/09/2021
Complaint Handling
AimTo understand the causes, management and effects of complaints. Objectives Discuss the factors that can lead to a complaint Discuss NHS and Private complaints procedures Discuss management after a complaint has been handled GDC Development Outcomes: A, C, DIntroductionReceiving a complaint is understandably a stressful experience, however it can also be a great learning opportunity for all those involved. A complaint may highlight errors in the way we practice and this is a chance to reflect and plan how to positively change. A complaint is defined as an expression of dissatisfaction that requires a response. This dissatisfaction may arise from a patient in writing, by telephone or in person. Regardless of the circumstance, it is important to acknowledge the complaint in a professional, calm and respectful manner. An air of open communication reduces the chance of complaints being escalated. The General Dental Council (GDC) outlines in the fifth principle the importance of having a clear and effective complaints procedure.1 This has been further developed by the complaints handling best practice, which describes principles patients should be aware of.2 The complaints policy should be clearly visible in practices and handed to patients if they request a copy of it.
Table 1. The Six Core Principles outlined by the GDC for complaint handling
best practice 2
How are NHS and Private Complaints managed?NHS complaints are divided into different stages. Stage 1 comprises of attempting to resolve the complaint at a local level, in practice with the patient. However, if there is no resolution and the patient remains unhappy, then Stage 2 occurs. This involves an independent review by the NHS England Complaints Department and the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman will investigate the complaint and aim to reasonably conclude and resolve it. Private complaints are managed similarly initially, with the aim of local resolution in practice. If this is not accomplished then a body known as the Dental Complaints Service (DCS) will liaise with the complainant and all staff involved to try and find a solution. If this too is not achieved, a complaints panel is formed to decide the most suitable outcome.3The Complaints Procedure Every practice should have a designated complaints manager. If a patient s complaint is verbal and in person, it should be politely accepted and acknowledged at the time. There should be a written report of it and the patient should be provided with a copy of this. The patient should be given a handout of the complaint s procedure, with a descri ption of the procedures and timescales involved. If it is a written or telephone complaint, then a formal acknowledgement and document of the procedures should be delivered to the patient within three working days. In both circumstances, the complaints manager should be informed from the very start. It is crucial to notify your indemnity organisation at the time of receiving a complaint, as they will be able to offer both support and guidance throughout. If the complaint is to be investigated, the patient should be updated with a report every ten days. Investigations usually last up to six weeks. After the investigation, a full written report is issued to the patient detailing how the complaint has been handled, the conclusions of each complaint stated by the patient and an explanation of the measures that will be taken to address the complaint. If the patient remains dissatisfied, then they should be informed of the option to escalate the matter further either to NHS England Complaints Service or the Dental Complaints Service. After a Complaint As a practice after a complaint, it is worthwhile to sit as a team and discuss the events, as well as how everyone is feeling. Complaints can negatively affect confidence, mental health and team morale, so it is important everyone is supportive and kind to one another. Team building exercises can improve optimism. It is essential to review the events that led up to the complaint and implement constructive and encouraging changes. This can help reduce the likelihood of something similar occurring again. A complaint is a learning point for everyone at the practice, not only the individuals the complaint is addressed to. Adjustments could include longer patient appointments altogether, as this will allow more time for discussions about treatment, listening, and answering any questions. This will help increase patient trust and confidence in the practice. Good communication skills both verbally and non-verbally are key in all aspects of dental practice. A day for all staff to attend a communications course is a valuable investment, which benefits all. Contemporaneous and detailed records are critical. It is useful for all members of staff to write their version of events as soon as possible if significant incident occurs. This is to ensure that facts are accurate and detailed in case a complaint arises. Other modifications to consider are perhaps sending patients a text message update or ringing them if you believe their dental appointment will be delayed with a waiting time. If patients are informed of this beforehand, they will be more understanding and less likely to be annoyed. Open feedback should also be encouraged at the practice. This can be implemented using a feedback box, where patients can write down comments about the practice and place it in the box. Alternatively, a section on the practice s website to send anonymous feedback, or patient surveys by email may also be beneficial. The reasons for this are that the practice will constantly have an uptodate idea about how their patients are feeling, as well as suggestions on how the practice can develop. Conclusion A complaints process can be very time consuming and taxing if it is unable to be managed within the practice. Involvement of the external bodies should be avoided if possible. Suitable resolutions decided upon in practice to resolve the issue with the complainant should always be attempted first. Honest, open and good communication is pivotal in building strong and happy relationships between patients and staff. It is imperative to empathise and respectfully listen to patients concerns. Positive changes in a practice can improve the dynamics of how everyone is feeling and ultimately reduce the number of complaints received. References / Further Information 1. Standards.gdc-uk.org. 2021. General Dental Council - Focus On Standards. [online] Available at:
This resource was uploaded by: Puja