Good complaints handling less stressful for dentists and more transparent for patients

MDDUS head of dental division, Aubrey Craig, supports all steps that will help make the complaints process less stressful for dentists and more transparent for patients.

Aubrey said, “Patient complaints are among the most common reasons dentists contact MDDUS for advice. We are pleased to be part of this new initiative that will further encourage effective complaint handling via six core principles of good complaints handling.

“Effective complaints handling is an essential part of dentistry and is in everyone’s best interests. All dental practices should have a comprehensive and transparent policy and procedure in place for handling complaints that includes the opportunity for patient feedback.

“In our experience, early local action is the key to defusing complaints. Most complaints can be resolved with a swift and careful response, communicating effectively with the patient and listening to and addressing their concerns. Many patients simply want an explanation or an apology, if appropriate, as well as reassurance that steps have been taken to minimise the chances of any errors happening again.