While commonplace, it can be daunting to receive your first complaint – Bryan Harvey explains how to manage them professionally and appropriately.
We know how upsetting it can be to receive a complaint at any stage of your career. But it can be even more distressing when you are a newly qualified dental professional starting your career.
While it is understandable that you may take a complaint to heart in the early stage of your career, talking it through with more experienced colleagues and getting the early support of your indemnity provider will be hugely helpful in keeping the matter in perspective.
Here’s what you need to know after you have received a complaint.
What is a complaint?
The NHS complaint standards define a complaint as ‘an expression of dissatisfaction, either spoken or written, that requires a response’.
Consequently, if a patient makes you or any other member of the team aware they are unhappy with any aspect of your service, you would be wise to treat it as a complaint.
Who can make a complaint?
The patient, the patient’s parent or other person with parental responsibility if the patient is a child, or the patient’s properly authorised representative can all legitimately make complaints.
If a third party is complaining on behalf of the patient it is especially important to establish their right to do so before responding, in order to preserve patient confidentiality.
Why might someone complain?
Dissatisfaction with the treatment or service, or a failure to meet patient expectations (which may or may not be reasonable) underlie just about all complaints.
Many complaints arise from misunderstandings due to difficulties with communication, such as not explaining what is involved in carrying out the treatment in a way the individual patient fully understands.
Additionally, a perception of a lack of courtesy and human empathy, of rudeness, indifference, callousness or aggression sometimes form part of a complaint, or can even be the sole issue.
How to deal with a complaint
Don’t react defensively to complaints. They should be dealt with calmly, constructively and in line with the practice complaints procedure. In Standard 5.1.6 the GDC explains that a complaint can be an opportunity to improve your service.
We can all learn from patient feedback, be it positive or negative, as part of our ongoing learning and professional development.
Remember it is good practice to share lessons learnt with all team members and remember to keep a written record of all complaints, and file complaint correspondence and documentation separately from clinical records. Patients can complain verbally or in writing. If a patient makes a verbal complaint, then try to discuss it with them there and then, if possible.
Alternatively, arrange a follow-up conversation, to ensure the patient feels they are being listened to.
If you receive a verbal complaint, you should make a written record of the complaint rather than ask the patient to put it in writing themselves, as this can risk escalating the situation. As with any complaint, reassure the patient that whatever they say will be treated sensitively and in confidence, and will not prejudice their future care.
A carefully worded response to a written complaint can often help prevent the complaint progressing further.
Do contact your indemnity provider as soon as you are aware of any complaint for guidance on how to manage the situation for the best outcome.
A response should address all the significant points raised by the patient, and offer a suitable solution.
Also, consider what outcome the patient wants, and if in doubt, ask them to specify what they’re seeking. Asking this does not commit you to providing anything they request.
Your complaints checklist
- Are your responses to complaints timely, professional, measured and sympathetic?
- Have you offered the patient an initial discussion to resolve the complaint?
- Have you provided a full, detailed response to the patient?
- Has the complaint been signed or overseen by the responsible person, or someone with delegated authority?
- Have you recorded what action has been taken in response to the complaint?
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