HCLP communication

Question 1

what is a complaint?

Answer 1

any expression of dissatisfaction by a pt about a dental service or tx, whether justified or not

Question 2

what can you do to effectively communicate (CLEAR)?

Answer 2

connect
listen
empathise
ask
review and check

Question 3

when is it good to use plain language?

Answer 3

consent process
useful for complex options
when pts wont take your advice
giving OHI

Question 4

what guidelines are used for writing to pts?

Answer 4

Academy of Medical Royal Colleges

Question 5

what do you do if a pt contacts you through your private social media profile?

Answer 5

explain that it is not appropriate to mix social and professional relationships
direct them to your professional profile

Question 6

what is one of the commonest communication issue leading to complaints and claims?

Answer 6

critical comments by other dental team members

up to 50% claims are initiated at the suggestion of another healthcare professional

Question 7

when it is useful to use plain language when talking to patients?

Answer 7

good part of the consent process
useful for complex options
when they wont take your advice
good for giving oral health advice

Question 8

where do you find guidelines for writing to patients?

Answer 8

academy of medical royal colleges
“please write to me”

Question 9

what GDC standard addresses effective communication in social media?

Answer 9

standard 9.1.3