Handling complaints

Aim

Objectives

This article meets GDC development outcomes A.

In a working lifetime, we treat many patients; therefore, it is likely a patient will be unsatisfied at some point, which may lead to a complaint. There are numerous reasons why a patient could be unhappy, and this article will explore why patients complain, how we can manage this effectively and where we can gain support during this process. Every practice will have a complaints procedure and knowing where this is, what it says and who to turn to when something goes wrong is important as a dental nurse.

When a complaint arises, this can be stressful, it will often be a shock, and it can affect our confidence. It is important not to assume that complaints will always arise from surgery activities; complaints are not limited to clinical issues. Patients can complain about non-clinical aspects, such as a breach of confidentiality, inappropriate posts on social media, being kept waiting, or perhaps the cost of the treatment. Of course, they may be dissatisfied with clinical treatment, and this may result in them expressing their concerns via a complaint but it is not the only reason patients complain.