What To Do When A Patient Complains – A Step-By-Step Guide
From Grumbles to Grins—A Step-By-Step Guide to Handling Patient Complaints in Your Dental Practice
Dentistry is as much about communication as it is about care. While today’s dental practitioners welcome feedback to improve patient engagement, conversations can turn tricky when feedback turns to complaints. With consumerism more of a norm than a fad, complaints and litigation against dentists have risen dramatically over the past 5 years. Reports show that complaints to the Parliamentary and Health Service Ombudsman (PHSO) saw a significant rise of 66%, rising from 1,193 in 2017-18 to 1,982 in 2022-23.Additionally, a 2022 report showed that 88% of young dentists predicted that their generation will encounter more complaints and legal issues in their careers today than ever before.
As you can see, this is a problem that is unlikely to go away. Knowing how to handle a complaint is a handy tool in any dentist’s arsenal. But before we dive into the nitty-gritty of how to do that, it’s probably a good idea to see exactly what constitutes a complaint.
Here’s the GDC’s take on the subject…
If a patient or patient’s family expresses dissatisfaction about a service in a dental practice, particularly one that necessitates a response, it’s classified as a dental complaint and therefore should be handled as such.
Though certain complaints are legitimate and truly demand stern action, a significant share of complaints arise from simple communication issues rather than actual clinical faults. Minor issues of dismissal, delays or miscommunication can easily be taken the wrong way and often stem from overworked staff or poor team communication.
These are also the reasons why certain dentists and practices face more complaints than their counterparts, despite similar standards of service. Yet, receiving a complaint doesn’t mean you’re a bad dentist…
A combination of bad luck and communication breakdown can be contributing factors. Moreover, complaints aren’t always directed at the treating clinician. Often, they stem from a team member the patient associates with the practice. This is why every team member needs to be on the same page when it comes to establishing a strong dentist-patient relationship.
Now we know what causes the majority of complaints, let’s take a look at how to handle them, if and when the need arises…
Handling Patient Complaints in Dentistry—A Step-by-Step Guide
Handling complaints well can protect you from legal implications, boost patient retention, and keep your practice going. Here are a few points to consider:
#1: Stay calm
Your first reaction to a complaint will often set the tone for the entire interaction with the patient. Even if the patient is emotional or upset, you, as a professional, must remain calm and composed. Remember, the patient is expressing dissatisfaction with a service and holds no grudges against you as a person. A calm demeanour can often de-escalate or diffuse a situation putting you in control.
#2 Understand and acknowledge the complaint
It’s important not to jump to conclusions or switch to defensive mode, however strong the urge is. Instead, put yourself in the patient’s shoes and try to fully understand why they are upset. Let them explain their concerns in detail and try to empathise and acknowledge their feelings.
Common phrases like, “I’m glad you brought this to my attention; thank you” or “I can see why you’re upset,” go a long way. In no way does this mean you are admitting fault; it simply shows you respect their perspective. Once you know what the matter is about, you’re better equipped to handle the patient complaint.
#3 Be a patient listener; be open to discussions
Active listening isn’t about being there and nodding your head to all that they say. Instead, it’s about making them feel heard. Often this is all patients want!
Maintain eye contact, avoid interrupting, and use verbal cues. For example, asking things like, ‘Could you tell me more about that?’ builds confidence.
Two things happen when you do this:
- Patients are less likely to escalate complaints when they feel heard and understood and…
- You don’t miss key details that could be critical in resolving the matter later.
#4 Refer to records and document all discussions well
If you are in the habit of meticulously documenting each patient appointment, this strategy will come in handy now. Review the patient’s treatment history and any relevant notes before responding. This helps you clarify any misunderstandings and ensures you’re dealing with facts rather than assumptions.
When handling patient complaints, document everything discussed, including the patient’s concerns and any proposed resolutions. These records may prove invaluable should a case be taken further but also, meticulous documentation helps to identify and track the behavioural pattern of the patient (in case it has to be reported).
#5 Take action
Once you’ve understood and discussed the issue, it’s time to act. Address every part of the complaint, offer viable solutions, and be transparent about it. Make sure you mention a timeframe for the resolution to reassure the patient.
Whatever you commit to, whether it is re-treatment, issuing a partial refund, or scheduling a follow-up consultation, make sure it’s both reasonable and ethical.
#6 Always follow up
Remember to follow up after handling patient complaints. Doing so helps to build long-term relationships. A quick phone call, an email or a message can satisfy the patient further and reduce the chances of poor online reviews and repercussions. Following up ensures that you, as a healthcare provider, feel accountable and are truly invested in every patient’s well-being.
And, last but not least….
#7 Learn from the complaints and avoid the same mistakes in the future
Learning from mistakes is key to ensuring the same problems don’t arise again. Hold regular meetings to discuss any clinical situations, why they happened and what can be done to avoid such mishaps in the future.
So, there you have it… The 7 steps to handling patient complaints
In the current dental landscape, it’s rare to go through your dental career without facing a complaint and as we’ve demonstrated, it’s how you handle that complaint that can make all the difference. The good news is that you don’t have to do it alone.
If you’re currently dealing with a patient complaint then it’s good to know that we have your back. At Dental Defence Society, we’re more than just an indemnity provider. Members also have access to dento-legal support from experienced professionals to help and guide you through such a situation. Want to know more? Visit our website or call us on 020 8242 6226 to see what we can do for you.
Recent Comments