Handling Complaints Flashcards
why would a patient complain?
explanations (why things didn’t go well), assurances (that the dentist will support them), apologies (knowledge they have been listened to), refund of fees
what are the 9 ways to manage risk?
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
when can dental services fail?
appointments, treatment planning, estimates, treatment failures, complications (post-op bleeding)
what is a complaint?
any expression or dissatisfaction by a patient about a dental service or treatment, whether justified or not
what are the patients rights of the outcome of a complaint?
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
what is the first stage of a complaint?
SPSO with the NHS
what is the second stage of a complaint?
investigation when frontline resolution has been attempted but the customer remains dissatisfied and requests an investigation
what is the third stage of a complaint?
post investigation review when a complainant or service provider disagrees with the outcome of the investigation
how long does the patient have to complain about the treatment under the NHS?
12 months
how long does the patient have to complain about the treatment under the private sector?
6 months
who do NHS patients report their complaints to?
SPSO