Handling complaints

Question 1

who is interested when a patient complains?

Answer 1

• practice principal / dental body corporate
• SPSO / PHSO
• NSH / denplan / DCS / BSA / PSD
• claim of clinical negligence
• GDC

Question 2

what may be the cause of a patient complaint?

Answer 2

• service failure
• clash of personalities
• fatigue
• stress
• health
• failure to address complaint

Question 3

what are patients seeking when they complain?

Answer 3

• explanations
• assurance
• agree to put things right
• remedial treatment
• apology
• refund of fees

Question 3

what are examples of service failures for patients?

Answer 3

• appointments - incorrect, running late, wrong dentist
• treatment planning
• estimates
• treatment failures
• complications

Question 4

which GDC principle refers to patient complaints?

Answer 4

GCD principle 5: have a clear and effective complaints procedure
* follow the complaints procedure at all times
* respond to the complaints within the time limits set out
* provide a constructive response
* ensure everyone knows about the complaints procedure and understands how it works

Question 5

describe the three stages in the NHS complaints handling model

Answer 5

1. early resolution: addressed 5 working days or less for straightforward and easily resolved issues - ‘on the spot’ apology or explanation
2. investigation: addressed within 20 working days for complex, serious or high-risk issues - investigation of points raised and responses are signed off by senior management
3. independent external review: addressed by Ombudsman for issues that have not been resolved - assessed for evidence of service failure, maladministration and issues in respect of clinical judgement, and how the complaint has been handled

Question 6

what are the criteria to prove clinical negligence?

Answer 6

1. the defendant dental professional owed them a duty of care
2. there was a breach of duty
3. the breach of duty caused harm
4. forseeable harm resulted

Question 7

how would you put patient interests first?

Answer 7

• communicate effectively
• ensure patients feel listened to and respected
• recognise patients rights and responsibilties
• give patients all the necessary information and make sure they understand it
• give clear information on costs

Question 8

how can the DCS (dental complaints service) help with private complaints?

Answer 8

after a complaint is raised within 12 months, DCS can assist in seeking;
* an explanation and/or apology for what has happened
* a full or partial refund offered in relation to failed treatment
* remidial treatment from dentist if both in agreement
* a contibution towards remidial treatment so another dentist can complete the work

Question 9

what is the process for a patient wanting to complain?

Answer 9

1. bring their complaint in writing to Denplan within 1 week of the issue
2. raise concerns promptly and directly with a member of staff
3. Denplan acknowledges the plan within 7 working days of reciept
4. if not satisfied with the initial response, Denplan acknowledges request and responds within 15 days
5. if still not satisfied, pt can write to Directors of company within 10 working days of recieving written response

Question 10

what is the ARTEMIS approach to unhappy patients?

Answer 10

• Acknowledge
• Reassure
• Tell about complaints procedure
• Ensure you have a chaperone present
• Manage your team
• Is there something the pt. wants specifically
• Step back and speak to indemnifier

record everything !! and keep a separate complaints log

Question 11

how do you prevent patients from placing complaints?

Answer 11

• keep clinical records
• take clinical photographs before and after treatment
• patient expectation setting
• signed treatment plan
• clear delineation between NHS and private (price differences)