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Avoid complaints escalating, dentists warned

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A government review of complaint handling by the NHS published this week serves as a reminder for dental practices to pay close attention to their complaints procedures.

That's the warning from dental risk management experts at Dental Protection who suggests that practices should pay heed to the parliamentary and health service ombudsman's review.

They also highlight the importance of good, clear communications as a means of avoiding complaints escalating and suggest local resolution is the best approach.

Hugh Harvie, head of dental services, says: ‘Patient complaints are a common issue with which we frequently assist members – last year we received more than 4,000 enquiries about complaints handling in general practice.

‘Our experience of complaints escalating due to poor communication mirrors the findings in the ombudsman's report. We regularly see letters of response from clinicians which are defensive in tone, or simply fail to acknowledge the patient's concerns.

'Issues such as poor explanations, incomplete responses, and factual errors are factors that can prompt a patient to take the matter higher, particularly if they feel their complaint is not being taken seriously.

‘We also know that an apology is often what the patient is seeking, along with assurance that what they have experienced will not happen to anyone else. This is evident from the ombudsman's report, where the leading recommendation was for the patient to receive an apology, followed by action to put things right.'

To coincide with the ombudsman's report, Dental Protection has revised its range of advice booklets on handling complaints.

Members of the dental team can download an advice booklet specific to the region of the UK in which they practice (England, Wales, Scotland, and Northern Ireland).

They are free of charge to members and non-members alike and available at www.tinyurl.com/33eu2do.
 
 
 
 

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No matter what business you are in - dealing with people making a complaint efficiently is a number 1 priority. In the medical world it is so easy to feel like a number on a database when it comes to patient care. This warning is something all dentists should take notice of. For every person that complains there are at least another 20 who didn’t bother complaining but who are very likely to tell all their friends and family about their bad experience.

I bet most dentist don’t even think about this let alone have a strategy in place to deal with the complaints effectively and with a process. It is amazing how you can turn a person with a complaint into a budding referring if you handle them properly.

Actually this is all about marketing - and talking to dentists about marketing is like talking to patients about root canal work - they know they need it, they want the results but they don’t want to go through the pain of doing it. In an article ‘Dental Office Marketing’ - It’s Hard Enough To Be A Dentist Without Having To Worry About Marketing - it discusses on exactly what marketing systems dentists need to have in place and having a dealing with complaints should also be a marketing system.

Gone are the days of being able to ignore complaining patients - with all the competition and the economy the way it is now dentist need to be taking notice of every single communication from their patients whether it is good or bad.

Posted by drchattington 29/10/10 at 09:26

Agree with you completely if there is a real reason for a patient to complain. On the other hand I,ve come across rude, impossible to please individuals who think they can treat you and your staff in any way they please. You just get rid of this category of patients!
The sign " We take very seriously verbal abuse ..... etc ) can be seen in al thel major airports and every Hospital I,ve been to in England. You don't see this sign in any other European Country! Have you thought why?

Posted by Frasse 30/10/10 at 00:13