The six core principles provide a simple template for best practice, helping professionals and patients to get the most from feedback and complaints, for the benefit of all.
According to the General Dental Council’s (GDC) 2017 Public and Patient Survey, 97% of dental patients report being either very (67%) or fairly (29%) satisfied with their dental treatment and only 8% report having considered making a complaint. However, of those who have, 33% said they had not done so because they didn’t know where to start.
GDC Executive Director, Strategy, Matthew Hill, said: 'We all know that good complaint and feedback handling is an important part of being a dental professional, which is why we committed to developing a profession-wide understanding of what best practice looks like in Shifting the balance. There was really strong support from across the sector for this, so a working group was formed which went on to develop the six core principles. These set out a very clear picture of what patients can expect when providing feedback or making a complaint.'
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