- A complaint response takes time and careful thought.
- A thorough, detailed first response should help to minimise further correspondence from the complainant.
- It should also help to avoid dento-legal complications, such as a claim or escalation to a third party like the GDC.
Notifying the DDU
If you receive a written or oral complaint, it's important to let us know immediately. Careful complaint handling in the early stages can be crucial in achieving a satisfactory outcome.
We can provide you with advice on a draft letter of response to a complaint or, based on the full information you provide, draft a response for your consideration.
Most complaints are resolved satisfactorily in-house and do not become a claim. The general principles for responding to complaints are set out below.
Setting out the response
If an oral complaint can't be resolved within one working day, the complaint should be acknowledged in writing, accompanied by a copy of the practice complaints policy.
Take care when writing a response to a complaint; in the unlikely event that the complaint becomes a claim, any report may be disclosed to the patient's representative.
- The response should be provided on headed paper or, where appropriate, the practice email template.
- The author of the response should be identified with their full name and relationship to the patient (eg, their treating dentist, assistant, locum, dental hygienist, etc.).
- The response should be written in the first person and give a clear idea of who did what, why, when and to whom.
- Use the active voice and be specific; 'I re-examined you the next day, as confirmed in my clinical notes,' rather than 'You were examined again the next day.'
- It should be clear and understandable to a layperson, avoiding jargon, dental abbreviations and technical terms.
- Don't assume the reader has any background knowledge of the case, or dentistry, but you should include all the details a dentally qualified third person would need to understand the clinical sequence.
- Original records must never be altered, as to do so can lead to more serious consequences than the original complaint.
- Correspondence with a patient's representative should take place only if the patient has given consent, preferably in writing.
It's rarely appropriate to express an opinion on the acts and omissions of a colleague, unless under direct supervision, even with their consent. For complaints that involve care provided by more than one clinician, the complaints manager may decide to provide a joint response that covers all concerns raised in respect of each person involved.
What should be included?
- A factual description of events in the order they happened.
- A description of very relevant consultation, telephone or other contact and reference clinical notes as appropriate, including:
- the patient's presenting complaint on each occasion they attended the practice
- relevant medical and dental histories
- findings on examination, diagnosis and treatment plan
- all explanations, advice and treatment provided, together with details of any mishaps or complications encountered
- whether the patient was seen alone or accompanied by another person. If accompanied, give the name and status of the other person (eg spouse, mother, etc).
- A response to each significant concern raised by the complainant, as far as possible, including any opinion on what happened.
This can be done by setting out the chronology of events, but it is often better to deal with the chronology and specific concerns separately. Many complaints arise from a misunderstanding, and providing a detailed description of the dentistry involved might clear up any misunderstanding. In some cases it might help to reference accepted teaching and practice.
- It's important to say not only what was found, but also what was looked for but not found.
No one expects dental professionals to remember every detail of a consultation that appeared to be routine at the time. It's acceptable to quote from memory, but if you can't recall the details, state what your 'usual' or 'normal' practice would have been in similar circumstances. However, be very clear about which details are based on memory, which on contemporaneous notes and which on 'usual' or 'normal' practice.
- Details of any offer made the patient to resolve the complaint, such as an offer to refund or waive the fee as a gesture of goodwill, or an offer of remedial treatment, either personally or by referral to a colleague, within or outside the practice.
- An apology, if appropriate. Many complaints arise because of a breakdown in communication and perceived rudeness.
This guidance was correct at publication 16/07/2019. It is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.