complaints

Question 1

name 4 things good communication allows

Answer 1

explanation of treatment needs
identify medical history
gained informed consent
minimise misunderstandings

Question 2

what is a complaint

Answer 2

expression of disatisfaction by a patient about a dental service or treatment, whether justified or not

Question 3

4 principles of clinical negligence

Answer 3

• the dentist owed a duty of cure
• there was a breach of that duty
• the breach of duty caused harm
• the harm was reasonable forseeable and resulted in negative consequences and effects

Question 4

what are the stages of complaint handling

Answer 4

1. frontline resolution
2. investigation
3. independent external review (spso)

Question 5

frontline resolution

Answer 5

straightforward issues requiring little or no investigation
must be completed within 5 working days of organisation receiving complaint.
response will either be resolving complaint - apology, explanation OR explaining the complaint will be investigated

Question 6

investigation stage of complaints handling

Answer 6

frontline resolution insufficient or issues raised are complex/serious/high risk
definitive response within 20 working days
response must be signed off by senior management

Question 7

what does the SPSO define as potentially high risk or high profile issues

Answer 7

• involve death or terminal illness
• involve serious service failure or repeat failure to provide a service
• generate significant or ongoing press interest
• pose a serious risk to organisations operations

Question 8

independent external review

Answer 8

for issues that have not been resolved by the service provider
SPSO will assess whether evidence of service failure or maladministration not identified by the service provider
10 working days after investigation to request external review

Question 9

what body deals with complaints against private dental care

Answer 9

dental complaints service

Question 10

name 3 potential outcomes of complaints

Answer 10

explanation or apology
partial or full refund of fees for failed treatment
remedial treatment

Question 11

what formats may complaints be recieved

Answer 11

telephone
writing (email or letter)
in person

Question 12

timescales for when complaints must be made within

Answer 12

nhs - within 12 months of treatment or within 12 months since failure
private - 6 months

Question 13

name 4 subcriteria of the GDC principle 5: have a clear and effective complaints procedure

Answer 13

• must give patients who complain a clear and constructive response
• must respond within time limits set out in complaints procedure
• aim to resolve complaints as effectively, efficiently and as politely as possible
• if patient dissatisfied despite best efforts to resolve complaints advise of other avenues e.g SPSO (nhs) or dental complaints service (private)

Question 14

what is negligence

Answer 14

omission to do something a reasonable dentist would do or to do something a reasonable dentist would not do

Question 15

how long should dental records be kept

Answer 15

8 years after last treatment
(children and young adult records should be kept until their 25th birthday)