Communication key

Not only is it required by the GDC and a contractual obligation for NHS dentists, but dental defence organisation MDDUS is reminding practitioners that their compliance with good complaints management procedures may also be scrutinised by the Scottish Public Services Ombudsman (SPSO).

“The Ombudsman is the final stage of assessing NHS dental complaints that have not been successfully resolved at local level,” says MDDUS dental adviser Doug Hamilton. “As part of the Ombudsman’s investigation, there will be an assessment of how the practitioner has handled the patient’s complaint from the outset, and this can be a complex and time consuming process.

“In our experience, most complaints can be resolved by communicating effectively with the patient, 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.

“However, there are times when a complaint cannot be resolved locally and the patient may turn to the Ombudsman to investigate. The Ombudsman can request all relevant records and other supporting documents.”