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Most dental professionals will receive a complaint from a patient at some time in their career, so understanding why they occur is vital.
They are the basis for effective patient care and have an important dento-legal purpose - but what makes good dental records?
Wherever possible, it's best to try and resolve complaints at the local level. Here's what you need to know.
Complaints arising from independent practice are handled similarly to those in the NHS, but there are some distinctions to be aware of.
Complaints can be escalated to the Parliamentary and Health Service Ombudsman if a local resolution is unsuccessful.
A properly composed written response is a crucial part of the overall complaints procedure.
Covering the basics of the NHS and social care complaints procedure in England.
Handling complaints quickly and effectively is key to avoid the situation escalating.
Patients are increasingly turning to social media to raise their concerns, so it's important to know how to respond if you're criticised online