Complaints

Question 1

What is the definition of effective communication healthcare?

Answer 1

It is a process of exchanging ideas, thoughts, knowledge and information such that the purpose or intention is fulfilled in the best possible manner
-> two-way process where views are exchanged in a way best understood by both patient and healthcare worker

Question 2

What is a complaint?

Answer 2

Any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not.

Written; verbal; e-mail; social media

Question 3

What behaviours can make patients more likely to complain?

Answer 3

You appear to be too busy to listen
You appear to be unwilling to listen
You interrupt them giving no chance to speak
You appear to be dismissive of their views
You appear be disinterested in them as a person

Question 4

What can make patient perceive you as disinterested in them and their care?

Answer 4

Running late- ensure pt doesn’t feel rushed

Frequent interruptions- limit if irrelevant

Little or no ‘small talk’

You don’t make the time to invite and answer questions

Question 5

What can be done to address unrealistic expectations?

Answer 5

Effective listening helps you discover unrealistic expectations

Respectfully correct an unrealistic expectation

Be particularly concerned about the patient who resists correction
-> do not do irreversible treatment

Note down discussions
-> note down patient reaction

Question 6

What are the aspects of the CLEAR acronym for effective communication?

Answer 6

 Connect- use clear vocabulary, offer help, use nice tone
 Listen- use of open-ended questions
 Empathise- summarise and acknowledge (just so I know I have it correct, and I understand you are upset)
 Ask- ask what they know about situation (they may have had advice from other people), ask for permission to go into closed questions (specific)
 Review- confirm, correct, closure (what are next step)

-> Unconditional positive regard- don’t judge just listen

Question 7

What must we consider when talking about other dental professionals?

Answer 7

 Don’t be overly critical of other professionals
 Think about inadvertent criticism
 It may make patient very concerned about past treatment
 It doesn’t look good- as you don’t know about previous records, treatment that was offered (you could easily be wrong)

Question 8

What is done when a patient complains about a colleagues previous treatment to you?

Answer 8

Give honest account but aim not to criticise other dental professional
 Primary duty is to the patient
 Talk about extent of disease and what you advise- base of clinical findings

Question 9

What are some examples of good phrases to use when patient raises concern about another dental professional?

Answer 9

“All I can do is inform you of how the situation is now and what my advice is moving forward.”

“It is true that you may have had this problem for some time, but it is impossible for me to know how things have progressed over the last few years.”

“I can’t comment on what your previous dentist has done, as I don’t know what treatment they have provided, how they have assessed, monitored and managed the condition. All I can do is recommend how I would treat this condition.”

“Without knowing exactly what your previous dentist has advised and done, it would be unfair and unprofessional of me to comment.”

Question 10

What are the basic principles to follow in order to avoid complaints?

Answer 10

Professionalism

Effective communication

Empathy & compassionate care

Managing expectations

Question 11

What does the GDC say regarding complaints?

Answer 11

Effective complaints procedure readily available and followed at all times

Respect right to complain

Prompt and constructive response

Question 12

What are the GDC’s 6 core principles for complaints?

Answer 12

1. All feedback is important to us
2. We want to make it easy to raise concern/complaint
3. We will follow a complaints procedure and keep you informed
4. We will try and answer all concerns and questions
5. We want you to have positive experience when making a complaint
6. Your feedback helps us improve our service

Question 13

What are the stages of complaint as per NHS complaint standards?

Answer 13

1. Considering a complaint
2. Making a complaint
3. Staying informed
4. Receiving outcomes
5. Reflecting on the experience

Question 14

What may the patient want when complaining?

Answer 14

To be heard
An explanation
An apology
To request appropriate remedial action
To seek redress or compensation

Question 15

What is the role of a dentist when managing a complaint?

Answer 15

Cooperate with investigation

Input into response & seek advice regarding this

Manage the complaint – Practice principal; Associate

Reflect on your acts and omissions
-> Agree with Educational Supervisor/trainer/ training programme director/manager/clinical director any remedial action and/or training required

Discuss learning points at review interviews & appraisals

Question 16

What is important about your response to a patient’s complaint?

Answer 16

It becomes the patient’s property

Question 17

What are the stages of complaints management in Scotland?

Answer 17

Stage 1 – local level (early resolution) “on the spot” within 5 working days
-> apology may be sufficient

Stage 2 (investigation)
 Acknowledge in 3 days- by letter- take it seriously and apologise (give details of patient advice and support service in case patient needs this)
 Final response within 20 working days- if it cannot be resolved give details of ombudsman

Question 18

What is done if the response is done by a complaints officer?

Answer 18

You can add into letter but you will be referred to in 3rd person

Question 19

What should a response include when managing a complaint?

Answer 19

An explanation of how the complaint has been considered.

An apology if appropriate

An explanation based on facts.

Whether the complaint in full or in part is upheld.

The conclusions reached including any remedial action that the organisation considers to be appropriate.

Confirmation that the Trust/Board/Organisation is satisfied any action has been or will be actioned.

Where possible, response about any lessons learnt.

Information and contact details of the ombudsman as the next stage of the NHS complaints process

Question 20

What options does a patient have for complaint escalation?

Answer 20

PHSO/SPSO

Claim for compensation

Training organisations eg. NHS Education for Scotland

Disciplinary procedures with employer eg. NHS GG & C

GDC

Dental Complaints Service (for Private dentistry in UK)

Multiple organisations “ Duty to cooperate”

Question 21

What are the key things to remember to do when managing a complaint?

Answer 21

Don’t ignore/give inaccurate excuses

Don’t respond inappropriately
-> angry, lengthy, automated emails
-> on social media- confidentiality breach

Don’t Deny any aspect of the complaint or further treatment

Question 22

Who should a dentist contact for help with complaints?

Answer 22

Indemnity companies will give you appropriate advice on rules and protocol with complaints in the area you live