Handling Complaints Flashcards

You may prefer our related Brainscape-certified flashcards:
1
Q

why would a patient complain?

A

explanations (why things didn’t go well), assurances (that the dentist will support them), apologies (knowledge they have been listened to), refund of fees

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2
Q

what are the 9 ways to manage risk?

A

work in practice you like, build rapport, have open door policy, preparation, know referral pathways and waiting times, build rapport with labs, listen, be realistic with your time, breathe

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3
Q

when can dental services fail?

A

appointments, treatment planning, estimates, treatment failures, complications (post-op bleeding)

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4
Q

what is a complaint?

A

any expression or dissatisfaction by a patient about a dental service or treatment, whether justified or not

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5
Q

what are the patients rights of the outcome of a complaint?

A

be told the outcome of investigation and expect to receive a full explanation, be told what action has been or will be taken, receive an apology if mistake has happened

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6
Q

what is the first stage of a complaint?

A

SPSO with the NHS

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7
Q

what is the second stage of a complaint?

A

investigation when frontline resolution has been attempted but the customer remains dissatisfied and requests an investigation

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8
Q

what is the third stage of a complaint?

A

post investigation review when a complainant or service provider disagrees with the outcome of the investigation

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9
Q

how long does the patient have to complain about the treatment under the NHS?

A

12 months

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10
Q

how long does the patient have to complain about the treatment under the private sector?

A

6 months

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11
Q

who do NHS patients report their complaints to?

A

SPSO

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