Complaints / Concerns

Question 1

What is the process for managing this verbal complaint?

Answer 1

Offer to talk to the parent directly on the phone or in person and apologise.

Raise this with my line manager to discuss how it could have been avoided and
what changes needed to be made looking forward.

Patients/parents appreciate when
they hear outcomes such as these to ensure lessons have been learnt.

I would offer them another appointment with either myself or another member of the team if necessary.

Question 2

How might the response differ when dealing with a written complaint?

Answer 2

•Acknowledged written complaint within 2
days
•Give a full response in writing within 10 days
•Document everything
•If resolved document and discuss at practice meeting.

Question 3

Who/What organisations can the patient contact if they are not happy with how a complaint is dealt with at local level. Please give examples for both NHS and private treatment.

Answer 3

• They could contact the patient advise liaison service within the hospital.
• The General dental council
• Care quality commission
• Ombudsman
• Dental complaints service

Question 4

Which GDC standard addresses complaints?

Answer 4

Principle 5

Question 5

Which GDC standard addresses patient concerns?

Answer 5

Principle 8

Question 6

Which GDC standard addresses patient concerns?

Answer 6

Principle 8

Question 7

Why would concerns be raised?

Answer 7

• If a patient’s safety was at risk or they were given substandard care.
• This can be raised by patients or staff.
• GDC registrants drunk / drugs
• Vulnerable Patient at risk

Question 8

What will happen if you put a patient at risk?

Answer 8

An internal investigation would be carried out and possibly an external one. This could be put to the GDC and be reviewed by a panel of peers to determine the outcome.

Could potentially be suspended temporarily or struck of permanently