PTSR

Question 1

What is a complaint?

Answer 1

Expression of dissatisfaction either written or spoken w/ particular aspect of dental practice

Question 2

10 stages to complaints handling

Answer 2

1. Training
2. Identifying
3. Accepting
4. Obtaining Views of all parties
5. Investigating fully
6. Resolving dissatisfaction
7. Responding sympathetically
8. Following-up
9. Learning
10. Communicating

Question 3

How to identify complaints?

Answer 3

Be proactive

• comment cards
• surveys
• identify body language
• encourage pt to tell you before telling someone else

Question 4

Discuss acceptance of complaints

Answer 4

Handler must coordinate acceptance, investigation and response
Must acknowledge quickly, inform pt when might expect formal response
- avoid over promising + under delivering
More likely to respond favourably if know complaint accepted + being dealt w/

Question 5

Discuss obtaining views of all parties and investigating complaint

Answer 5

Step 4: obtaining views

• handler must identify all parties involved to avoid confusion
• avoid generating instant response on behalf of someone else

Step 5: investigating

• don’t provide detailed response before investigating + gathering facts
• any response could be read at hearing
• response post-investigation more thorough, accurate, fairer to all

Question 6

Discuss resolving and how to respond to a complaint

Answer 6

Step 6: resolving dissatisfaction 
- approach depends on desired outcome
— do you want to retain pt?
— agree to differ?
— resolve dissatisfaction?

Step 7: responding sympathetically 
- minor complaints may be handled 1:1
— after send short letter expressing happiness complaint resolved
— sympathetic contact can inc. loyalty 
- written response more appropriate majority of cases
— explanation
— reassurance
— apology 
— compromise OR
— a way forward

Question 7

Discuss following up after complaint

Answer 7

Hardest part: risking contact to ensure complaint is being resolved satisfactorily

May not always be appropriate
Can be extremely helpful when want to retain pt confidence

Demonstrates care + consideration

Question 8

Discuss learning from complaints

Answer 8

All complaints teach something
Risk management for future complaints 
- how complaint arose
- what steps could have prevented complaint in 1st place
- was complaint handled effectively 
- practice/pt achieve desired outcome