Complaints Handling?

Question 1

Importance of communication?

Answer 1

• understand patients RFA
• identify medical history
• gain informed consent
• provide appropriate advice

Question 2

How manage risk of complaint?

Answer 2

Work in practice you like

Build rapport with
- reception
- labs

Have an open door policy

Preparation
- leaflets
- recommended websites

Be realistic with time

Question 3

Ways service can fail the pt?

Answer 3

Appts
- incorrect, running late, wrong dentist

Treatment planning

Estimates

Treatment failures

Complications

Question 4

What is a complaint?

Answer 4

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

Question 5

What is the principle of clinical negligence?

Answer 5

Claimant must provide it was more likely than not that:
- dental professional owed them a duty of care
- there was a breach of duty
- breach of duty caused harm
- avoidable harm resulted

Question 6

How can pts interests be put first?

Answer 6

Communicate effectively with them
- all necessary information
- clear information on cost

Recognise pts rights and responsibilities

Question 7

Step 1 Model complaints handling procedure?

Answer 7

Frontline resolution
- straightforward issues
- on the spot apology, explanation
- recorded what’s gone on

Question 8

Step 2 model complaints handling?

Answer 8

Investigation
- not resolved frontline
- complex / high risk
- definitive response and investigation given within 20 days following thorough investigation of points raised

• customer may not want to partake in frontline resolution

Question 9

Step 3 model complaints handling?

Answer 9

Independent external review
- SPSO
- evidence of service failure or maladministration by service provider

• if disagree, 10 days to request post investigation review

Question 10

Who are DCS?

Answer 10

Private dental complaints service
- within 12 months of treatment taking place
- within 12 months of becoming aware you have something to complain about

Question 11

What can the DCS assist with?

Answer 11

Explanation / apology

Full or partial refund of fees

Remedial tx from dental professional
- or from another dentist / practice

Question 12

What can’t the DCS help with?

Answer 12

Aware of complaint over 12 months
- or tx over 12 months ago

Question 13

What is the HIS?

Answer 13

Health improvement Scotland
- governs independent / private clinics including dental practices
- time frame for lodging complaint is 6 months not 12 like NHS

Question 14

What things can HIS deal with regards to complaints?

Answer 14

Quality of treatment

Care environment

Care equipment

Poor treatment by member of staff

Operational and procedural issues

Lack of information provided by service provider

Question 15

What can’t HIS investigate?

Answer 15

• services not registered with them
• > 6 months
• refunds
• fees
• clinical informed decisions
• second opinions

Question 16

How can complaints be made?

Answer 16

• phone
• in person
• in writing - letter / email

Question 17

Guide for HIS complaints?

Answer 17

Step 1 - receive and assess complaint

2 - plan for investigation

3 - investigation and response provided within 20 days

4 - decision making and reporting - outcome letter sent to complainer

5 - follow up, providers action plans put into place after investigation outcome

6 - appeal / grievances - within 10 working days

Question 18

What is the apology act (2016)?

Answer 18

Encourages those to apologise for any occurence by

• making an apology inadmissible in most civil proceedings as evidence to determination of liability
• apology must not include statements of fact or of admissions of fault

Question 19

What are the GDC’s principles with regards to a complaint

Answer 19

5.1 - make sure effective complaints procedure

5.2 - respect pts right to complain

5.2.1 - do not react defensively to complaints, listen carefully and involve them in complaints process. Find out what outcome pt would like from their complaint.

5.3 - prompt and constructive response

Question 20

How should the standard 5.1 - effective complaints procedure, be carried out?

Answer 20

Complaints procedure should be
- displayed, not have to be asked for
- easy to follow
- provides info on other independent organisations
- respects confidentiality

• keep written record of all complaints and responses

Question 21

How should standard 5.3 be carried out - prompt and constructive response?

Answer 21

Acknowledge their complaint ASAP
- deal with it calmly
- respond within all the time constraints
- deal with all points raised
- offer apology and practical solution where appropriate
- respond in writing, if they still not happy then refer them to the relevant ombudsman or health service