Principle 5 - Have a Clear and Effective Complaints Procedure

Question 1

What is Principle Five?

Answer 1

• Have a clear and effective complaints procedure

Question 2

What do patients expect?

Answer 2

• Their concerns or complaints to be acknowledged. listened to and dealt with promptly

Question 3

What three main points must you adhere to in principle five?

Answer 3

• 5.1 Make sure that there is an effective complaints procedure readily available for patients to use, and follow that procedure at all times
• 5.2 Respect a patient’s right to complain
• 5.3 Give patients who complain a prompt and constructive response

Question 4

How do you demonstrate that as a dental professional you deal with complaints properly and professionally? (5.1.1)

Answer 4

You must:

• Ensure that there is an effective written complaints procedure where you work
• Follow to complaints procedure at all times
• Respond to complaints within the time limits set out in the procedure; and
• Provide a constructive response to the complaint

Question 5

As an employer who must you ensure knows about the complaints procedure? (5.1.2)

Answer 5

• You should make sure that everyone (dental professionals, other staff and patients) knows about the complaints procedure and understands how it works
• If you are an employer, or you manage a team, you must ensure that all staff are trained in handling complaints

Question 6

What procedures must you follow if you work in an NHS practice or a hospital? (5.1.2)

Answer 6

• Follow the procedures set down by that organisation

Question 7

What should you do in terms of complaints if you work in a private practice, including a private practice owned by a dental body corporate? (5.1.4)

Answer 7

• You should make sure that it has a procedure which sets similar standards and time limits to the NHS (or equivalent health service) procedure

Question 8

Give nine points that your complaints procedure should embody (5.1.5)

Answer 8

• Is displayed where patients can see it - patients should not have to ask for a copy
• Is clearly written in plain language and is available in other formats if needed;
• Is easy for patients to understand and follow;
• Provides information on other independent organisations that patients can contact to raise concerns;
• Allows you to deal with complaints promptly and efficiently
• Allows you to investigate complaints in a full and fair way;
• Explains the possible outcomes
• Allows information that can be used to improve services to pass back to your practice management or equivalent; and
• Respect patients’ confidentiality

Question 9

What can complaints be an opportunity for? (5.1.6)

Answer 9

• Can be an opportunity to improve your service
• You should analyse any complaints that you receive to help you improve the service you offer, and share lessons learnt from complaints with all team members

Question 10

What should you do with complaints and responses? Where should this be kept and why? How should you monitor your performance? (5.1.7)

Answer 10

• You should keep a written record of all complaints together with your responses.
• This record should be separate from your patients records so that patients are not discouraged from making a complaint
• You should use your record of complaints to monitor your performance in handling complaints and identify any areas that need to be improved

Question 11

How should you demonstrate respecting the patients’ right to complain? (5.2.1)

Answer 11

• You should not react defensively to complaints
• You should listen carefully to patients who complain and involve them fully in the complaints process
• You should find out what outcome patients want from their complaint

Question 12

What should you give the patient when you acknowledge their complaint? (5.3.1)

Answer 12

• You should give the patient a copy of the complaints procedure when you acknowledge their complaint so that they understand the stages involved and the timescales

Question 13

What sort of mannerisms should you take on when dealing with a complaint? (5.3.2)

Answer 13

• You should deal with complaints in a calm and constructive way and in line with the complaints procedure

Question 14

What should you’re aims be when dealing with a complaint? (5.3.3)

Answer 14

• Aim to resolve complaints as effectively and politely as possible

Question 15

When must you respond to complaints? (5.3.4)

Answer 15

• You must respond to complaints within the time limits set out in your complaints procedure

Question 16

What should you do if you need more time to investigate a complaint? (5.3.5)

Answer 16

• Tell the patient when you will respond

Question 17

What should you do under exceptional circumstances which mean that the complaint cannot be resolved within the usual time scale? (5.3.6)

Answer 17

• You should give the patient regular updates (at least every 10days) on progress

Question 18

What should you do with all the points raised in the complaint? (5.3.7)

Answer 18

• Try to deal with all the points raised in the complaint and, where possible, offer a solution for each one

Question 19

What should you offer where appropriate? (5.3.8)

Answer 19

• Offer an apology and a practical solution where appropriate

Question 20

What should you offer if a complaint is justified? (5.3.9)

Answer 20

• If a complaint is justified you should offer a fair solution
• This may include offering to put things right at your own expense if you have made a mistake

Question 21

How should you respond to the patient after a complaint? (5.3.10)

Answer 21

• You should respond to the patient in writing, setting out your findings and any practical solutions you are prepared to offer
• Make sure that the letter is clear, deals with the patient’s concerns and is easy for them to understand

Question 22

What should you do if the patient is not satisfied despite your best efforts to resolve their complaint? (5.3.11)

Answer 22

• You should tell them about other avenues that are open to them, such as the relevant Ombudsman for health service complaints or the Dental Complaints Service for complaints about private dental treatment