1 May 2012

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 can often resolve a 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 free from the risk management library.

Dental Protection Limited (registered in England No. 2374160) is a wholly owned subsidiary of The Medical Protection Society Limited (MPS) which is registered in England (No.36142). Both companies have their registered office at 33 Cavendish Square, London W1G 0PS.

 

‘DPL membership’, ‘DPL member’, ‘Dental Member’ and ‘Dental Protection member’ refer to a dental member of MPS. Dental Protection Limited serves and supports the dental members of MPS, with access to the full range of benefits of membership which are all discretionary and set out in MPS’s Memorandum and Articles of Association. MPS is not an insurance company. 

 

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