How best to acknowledge a situation that may require an apology? The General Dental Council’s Standards for the dental team outlines our professional duty of candour and, with it, the importance of being open and honest with patients when something goes wrong – with either the patient’s care or treatment (GDC 2018).
However, as we all know, not all situations in a busy dental practice are straightforward – and our patients are not obliged to conduct their actions under the same level of compliance as us, nor are they guided by the same regulations.
The old adage ‘the customer is always right’ can be challenging, and this is where we need to utilise all our skills in resolution management to reduce any negative impact on the practice or professional reputation.
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