Q. If I refund a patient their fees in response to a complaint am I admitting liability?

It seems to be a common misconception that the clinician should avoid giving a refund to a patient. However, in certain circumstances dentists can give patients a refund which in the process can often resolves difficult situation and eliminate further hassle. The refund should be given with a clear indication, preferably in writing, that it is "purely as a gesture of goodwill and with no admission of liability". The refund does not increase the likelihood of any further action, nor does it provide the patient any additional grounds on which to base a claim.

Dental Protection's module on handling complaints can be downloaded by members without charge from the risk management library