Eyes wide open

The reader should be able to understand

the key components of effective complaints handling.

Objectives

GDC development outcomes A and D

Dentistry is a highly rewarding profession. The dental team attempts to ensure optimal oral health and create a better version of people’s smiles. It would be fair to say that the majority of patients are pleased – or at the least, content – with their dental treatment and their own unique patient journey. These people indeed constitute the greater number of a dental practice’s patients.

However, as with anything in life, things can (and do) go wrong, leading to patients being concerned or dissatisfied. The majority of unsatisfied patients do not make a formal complaint – rather, they simply cease to be a patient at the practice. However, some will indeed go on to make a complaint.