How to handle complaints positively

To understand the causes, management and effects of complaints.

Objectives

GDC development outcomes A, C and D

Receiving a complaint is understandably a stressful experience. However, it can also be a great learning opportunity for all those involved. A complaint may highlight errors in the way we practise and this is a chance to reflect and plan how to positively change.

A complaint is defined as ‘an expression of dissatisfaction that requires a response'. This dissatisfaction may arise from a patient in writing, by telephone or in person. Regardless of the circumstance, it is important to acknowledge the complaint in a professional, calm and respectful manner. An air of open communication reduces the chance of complaints being escalated. The General Dental Council (GDC) outlines in the fifth principle the importance of having a clear and effective complaints procedure.¹ This has been further developed by the complaints handling best practice, which describes principles patients should be aware of.² The complaints policy should be clearly visible in practices and handed to patients if they request a copy of it.