21 October 2010
The Parliamentary and Health Service Ombudsman’s review of complaint handling by the NHS published today serves as a reminder for dental practices to pay close attention to their complaints procedures, says Dental Protection. It also highlights the importance of good, clear communications as a means of avoiding complaints escalating, and that local resolution is the best approach.
Hugh Harvie, Head of Dental Services Scotland, said:
“Patient complaints are a common issue with which we frequently assist members – last year we received more than 4,000 enquiries about complaints handling in general practice.
“Our experience of complaints escalating due to poor communication mirrors the findings in the Ombudsman’s report. We regularly see letters of response from clinicians which are unnecessarily or unhelpfully defensive in tone, or simply fail to acknowledge the patient’s concerns. Issues such as poor explanations, incomplete responses, and factual errors are factors that can prompt a patient to take the matter higher, particularly if they feel their complaint is not being taken seriously.
“We also know that an apology is often what the patient is seeking, along with assurance that what they have experienced will not happen to anyone else. This is evident from the Ombudsman’s report, where the leading recommendation was for the patient to receive an apology, followed by action to put things right.”
To coincide with the Ombudsman’s report Dental Protection has revised and updated its range of advice booklets on handling complaints. Members of the dental team can download an advice booklet specific to the region of the UK in which they practice (England, Wales, Scotland, Northern Ireland). They are free of charge to members and non-members alike and available here
Media contact
David Croser
Dental Protection
33 Cavendish Square
London
W1G 0PS
T: 020 7399 1339
E: david.croser@mps.org.uk.