Complaints handling

By the end of this article, you will gain an understanding of:

GDC development outcome A

Fortunately, dental complaints remain relatively rare when considered in the context of the large number of patients that pass through our practice doors on a daily basis. It is, however, widely recognised that even a single complaint can have a significant impact on the recipient, with the potential to affect their professional and personal life. Key features of effective complaint handling are being able to recognise a complaint when it is first made, early intervention to avoid unnecessary escalation, and the ability to reflect and learn when things go wrong, in order to improve patient experience in the future. This article sets out to explore these issues and provide a step-by-step guide for dental nurses on how to handle a complaint.