Consistency on complaints
The Regulation of Dental Services Programme Board (NHS England, the NHS Business Services Authority, the Department of Health, the Care Quality Commission, the General Dental Council and Healthwatch England) have published a joint statement on dental complaints to ensure there is a shared understanding of the correct route for complaints among regulators, commissioners and providers.
In December last year, the RDSPB report established that:
In March 2016, stakeholders from across the system, including frontline dentists, consumer groups, professional bodies, were brought together to help create a single understanding of how complaints should be handled to improve consistency and address the points above.
This workshop, and subsequent feedback from the sector over the summer, has resulted in the creation of a new single public facing statement on dental complaints which all RDSPB organisations have signed up to and will now be promoting in order to help dental professionals ensure complaints are handled more effectively.
The intention is for all parts of the dentist system to use the new statement across websites and promotional material so that patients get consistent and clear messages about what to do when they have a problem with their dental treatment. Providers will be able to check that their patient facing materials and processes are compatible with the statement.
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