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9 May 2017
Dental professionals are becoming increasingly concerned by negative reviews published on online ratings sites according to new research published by the Dental Defence Union (DDU).
The DDU surveyed 90 members and found that:
Of those surveyed, the DDU discovered that a customer service issue (54.5%) was the main allegation raised in the negative review. This was followed by competence or conduct issues (13.6%) and a failure to treat patients (9.1%). Also, the DDU found that members were more likely to seek advice from colleagues (42.1% of all respondents) than their defence organisation (15.8% of all respondents).
Leo Briggs, Deputy Head of the DDU commented:
'At the DDU, one of our core services is to provide expert dento-legal advice to our members, who can call us any time they find themselves facing a difficult situation such as when a patient has posted a negative review. Calling our advice line is free, treated in the strictest of confidence and does not affect future subscriptions.
'We speak to tens of thousands of members every year so we can often pre-empt the kinds of problems that can cause members worry. Consequently, we encourage them to call for advice and support as early as possible.'
You can find out more about dealing with online criticism here.
This guidance was correct at publication 09/05/2017. 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.
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