GDC Core principles and Complaint Handling

Question 1

What are the 9 Core principles?

Answer 1

1. Pt patients interests first
2. Communicate effectively with pts
3. Obtain valid consent
4. Maintain and protect pts info
5. Have a clear and effective complaints procedure
6. Work with colleagues in a way that is in pts best interests
7. Maintain, develop and work within your professional knowledge and skills
8. Raise concerns if pts are at risk
9. Make sure your personal behaviors maintains pts confidence in you and dental profession

Question 2

Who does the standards apply to?

Answer 2

Dentist
Dental nurse
Dental hygienist
Dental therapist
Ortho therapist
Dental technician
Clinical dental technician

Question 3

A pt wants to complain about your services what should you do?

Answer 3

• Have an effective complaints procedure available and ensure everyone in practice understands how it works
• Respect their right to complain, listen, don’t react defensively, involve them fully in the complaints procedure and find out what they want as the outcome
• Give pts a prompt and constructive response (within the time frame set out in the procedure - if cannot keep them updated every 10days)
• Offer an apology and a fair solution
• If not happy despite efforts then tell them about other avenues available
• Always keep a written record of complaints along with your responses
• Utilize this opportunity to improve your services and learn from it