When a patient complains

Aim

Part 2 will be published in the next issue of Dental Nursing. It provides a checklist to help deal with patient complaints in-house. When read together, these two articles will:

Objectives

This article relates to GDC development outcomes A and D

How familiar are you with the complaints procedure in the practice where you work? By inviting the patient to use an informal complaints process at an early stage, the dental team can reduce the need to adopt a more formal route to resolve things at a later date.

Encouraging patients to share disappointment at an early stage

In a consumerist society, it is not uncommon for people to complain about the service they have received, particularly when they have paid good money for it. In fact, in some situations it is extremely common.