Handling with care

The reader should be able to understand the key components of effective complaints handling.

Objectives

This article meets GDC development outcomes A,D

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. Dental complaints remain relatively rare in the profession considering the number of patients that seek dental care. 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, which is something we should all be prepared for.