Complaints Handling Flashcards
Why do patients complain?
- explanation
- assurances
- apologies
- refund of fees
What are examples of service failures that patients may complain about?
- Appointment issues [incorrect or running late]
- Poor treatment planning
- Estimates
- Treatment failures
- Complications
What is a complaint?
Any expression of dissatisfaction by a patient (or representative) about a dental service or treatment, whether justified or not
What are the principles of clinical negligence?
For a clinical negligence claim to be successful, the patient must prove that:
(a) the defendant dental professional owed them a duty of care
(b) there was a breach of duty
(c) the breach of duty caused harm
(d) avoidable harm resulted
How do we go about putting patients interests first?
- communicate effectively
- recognise patients rights & responsibilities
- give patients all the necessary information & make sure they understand
- give clear cost info
What are the different types of complaints handling procedures that can occur?
- Frontline resolution
- Investigation
- Independent external review (SPSO or other)
What is a “Frontline Resolution” complaint?
Issues that are straightforward & easily resolved:
- ‘on-the-spot’ apology, explanation or other action to resolve complaint
- 5 working days or less
What is the second tier/stage of a complaints procedure? What does it involve?
Investigation
- frontline resolution has been attempted but customer remains dissatisfied
OR
- issues raised are complex & require detailed investigation
- complaint relates to serious, high-risk or high profile issues
What is the timeframe for a stage 2 complaint/Investigation procedure?
Definitive response provided within 20 working days following a thorough investigation of the points raised
What is the third tier/stage of a complaints procedure? What does it involve?
Post Investigation Review
- If a customer or service/provider disagrees with an outcome decision they have 10 working days to request this review
- We will write to the requestor within 5 working days to CONFIRM receipt of request
- We will decide whether to carry out a post-investigation review within 10 working days of receiving request
- We will write to the requestor within 20 working days explaining the outcome of the post-investigation review & final decision
What is the Private Dental Complaint Service used UK wide?
DCS (Dental Complaints Service)
What is the timeframe from when a private procedure occurred that the patient can complain via DCS?
- within 12 months of treatment taking place
OR - within 12 months of becoming aware that you have something to complain about
How can DCS help patients?
Can assist with:
- explanations and/or apologies for what has happened
- a full or partial refund of fees in relation to the failed treatment
- remedial treatment from your dental professional [if you both are in agreement]
- contribution towards remedial tx so that the work can be completed by another dental professional
What is Health Improvement Scotland?
H.I.S governs independent/private health clinics including dental practises in Scotland
What is the timeframe from when an NHS procedure occurred that the patient can complain via HIS?
6 months
How can complaints be received?
Via:
- writing [email/letter]
- telephone
- person [in office or during inspection]
According to HIS: A complaint may relate to….
- the quality of care and tx experienced by a service user
- actions a service/provider took that the service used deemed inadequate
- a service/providers failure to take action when necessary
HIS can investigate complaints that refer to what?
- quality of care and/or tx experienced
- care environment or equipment issues
- poor tx by a member of staff
- operation & procedural issues
- service/providers failure to follow appropriate process
- lack of information provision by the service provider
Explain the procedural steps after a complaint is logged by a patient via HIS?
- complaint logged [phone, in person, writing]
- assessment of eligibility carried out within 1 working day
- acknowledgement of complain sent within 5 working days
- inspectors plan how the investigations will be carried out & contact complainant
- investigation carried out and response provided within 20 working days of complaints agreement to be investigated
- complaint investigation outcome report sent to complainant & provider
- providers action plans will be followed up 16 weeks after the complaint investigation report [unless action required immediately]
- 10 working days to log a post-investigation review if complainant/provider disagrees
What are some examples of Law that can be referenced in complaints handling?
- GDPR [general data protection regulation] 2018
- Scottish Apology Act 2016
- Montgomery v NHS Lanarkshire Health Board 2015
- Tooth Whitening EU legislation 2013
- Patients Rights (Scotland) Act 2011
- Recording of LA European Regulation 2004
How can dentists protect themselves if patients do raise complaints?
- Ensure always keep good record keeping
- Always get valid consent before procedures
- Communicate effectively with patients
What should you do after handling a complaint?
Keep a written record of all complaints together with your responses. Can be used:
- to monitor performance in handling complaints
- identify any areas that need improvement
If there are exceptional circumstances which mean that the complaint cannot be resolved within the usual timescale what should you do?
Give the patient regular updates (at least every 10 days) on progress
If the patient is not satisfied despite your best efforts to resolve their complaint, what should you do?
Tell them about other avenues that are options:
- Ombudsman for health service complaints
- Dental Complaints Service for complaints about private dental tx
