Complaints Flashcards
What can the dentist do to improve risk management when working?
Work in a practice you like
Build rapport with reception/dental nurses
Have an open door policy
Preparation- leaflets, websites
Know referral pathways and waiting times
Build rapport with labs
Listen
Be realistic with your time
Breathe
What are some examples of service failures?
Appointments- incorrect or running late, wrong dentist
Treatment planning
Estimates
Treatment failures
Complications
What is a complaint?
Any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not
What are the principles of clinical negligence?
Defendent dental professional owed them a duty of care
There was a breach of duty
The breach of duty caused harm
Avoidable harm resulted
What is involve with putting patients interests first?
Communicating effectively
Recognise patients rights and responsibilities
Give patients all the necessary information and make sure they understand it
Give clear information about costs
What is the first stage in complaints procedure?
Frontline resolution
Staff must respond within 5 days of the complaint
What is the complaint?
What does the complainant want to achieve by complaining?
Can I achieve this or not?
What is the second stage of complaints?
Investigation
Frontline resolution has been attempted but complainant is still dissatisfied and requests an investigation
Issues raised are complex
What is the third stage in complaint handling?
Post-Investigation review- SPSO independent external review
If a complainant or service provider disagrees with an outcome decision they have 10 working days to request a post-investigation review
What is DCS?
Dental Complaint Service
Deals with private treatment
Raised within 12 months of treatment or within 12 months of becoming aware that you have something to complain about
What can DCS assist with?
An explanation and/or apology for what has happened
A full or partial refund of fees in relation to the failed treatment
Remedial treatment from your dental professional
Contribution towards remedial treatment so work can be completed by another dental professional
What is HIS?
Health Improvement Scotland
Governs independent/private healthcare clinics
Complaints within 6 months
What are some Laws relating to dentistry?
Scottish Apology Act 2016
Montgomery vs NHS Lanarkshire Health Board 2015
Patient Rights Act (Scotland) 2011
