Complaints

Question 1

what principle of the GDC is about complaints

Answer 1

5

Question 2

what does principal 5 state

Answer 2

have a clear and effective complaints procedure

Question 3

what do patients expect from their complaints

Answer 3

1. their concerns or complaints to be acknowledged listened to and dealt with promptly

Question 4

what must you do as a dentist

Answer 4

1. make sure that there is an effective complaints readily available for patients to use, and follow that procedure at all times
2. respect a patients right to complain
3. give patients who complain a prompt and constructive response

Question 5

what does standard 5.1.1 state

Answer 5

it is your responsibility as a dental professional to deal with complaints properly and professionally.

Question 6

how must you ensure complaints are dealt with properly and professionally according to 5.1.1

Answer 6

ensure that there is an effective written complaints procedure where you work
follow the complaints procedure at all times
respond to complaints within the time limits set out in the procedure and provide a constructive response to the complaint

Question 7

what does standard 5.1.2 state

Answer 7

that everyone in the practice knows about the complains procedure understand how it works

Question 8

what does standard 5.1.3 state

Answer 8

if you work for a practice that provides NHS treatment or if you work in a hospital, you should follow the procedure set down by that organization

Question 9

what does standard 5.1.4 state

Answer 9

that the practice has a procedure that sets similar standards and time limits to the NHS procedure

Question 10

what does standard 5.1.5 require from the complaints procedure

Answer 10

it is displayed where patients can see it
it is written in plain language
easy to follow
provides info on other independent organizations that patients can contact to raise concerns
allows you to deal with complaints promptly
explains the possible outcomes
respects confidentiality

Question 11

what does standard 5.1.6

Answer 11

that you reflect on complains and improve service

Question 12

what does standard 5.1.7 state

Answer 12

that you should keep a written record of all complaints together with your response

Question 13

what does standard 5.3 state

Answer 13

you must give patients who complain a prompt and constructive response

Question 14

what is the time limit for an easy resolution as part of the NHS complaints

Answer 14

5 working days

Question 15

what is the time limit for an investigation as part of the NHS complaints

Answer 15

20 working days

Question 16

what is the time limit for an independent external review as part of the NHS complaints

Answer 16

om budsman

impartial