My experience dealing with complaints in the health setting prior to joining the Dental Council as a community representative has given me some insight into why complaints occur and how they escalate. My observation since becoming a community representative on the Council has shown the same factors apply to complaints referred to the Council.
When providing training on complaint handling to frontline staff I used an exercise where the audience had to consider a time they were unhappy with a service or product, how they reacted, did they complain to the provider or tell their friends or keep it to themselves. If they complained, what was the reaction they received? How did they complain – was it verbal, in writing or did they escalate the complaint? And how did they respond if the complaint was not addressed to their satisfaction?
You might want to spend a few minutes thinking about these questions. Your answers might surprise you. Did you get angry? Do you think you were reasonable or perhaps demanding? Were you calm and rational? Then answer, did you get compensated, item replaced, an apology? Or were you still unhappy and escalated your complaint? Or maybe you just told your friends or vented on social media?
A customer or patient has a certain level of expectation of the product they are purchasing or service they are paying for. A complaint will often arise when the expectations are not met. In the dental world, a patient wants to have their dental condition corrected, be pain free and have an aesthetically pleasing outcome. If this is not achieved, and the patient chooses to complain, it is important that you address the complaint in a conciliatory manner. Firstly, they want someone to hear their concern and be open to a resolution. One of the best options is to offer the complainant a choice of outcomes – I can do x or y. One option might be an additional cost but the power is in giving the patient the choice. And don’t forget the genuine apology – this is not an admission of liability. For example, I am sorry you are unhappy with the outcome and would like to find a resolution.
The other observation I can make, is that sometimes the outcome expected by the patient is not able to be met. This may be due to a lack of understanding by the patient, language or cultural barriers, underlying conditions, poor oral hygiene etc. Or it may be unrealistic expectations from the patient.
If I can give advice to dental practitioners, it would be to ensure you have clear and concise clinical records to support the decision making in provision of treatment. Have you documented and kept a signed consent? Are you sure the patient understands the treatment proposed and have you documented their understanding? Do your documents clearly record any discussion you have had with the patient about the proposed treatment, contraindications, other health issues that may impact outcomes, dental hygiene and underlying conditions? If a matter comes to the Council and the records are poorly kept or at times non-existent, you may find it difficult to refute the allegations made in the complaint.
As a community representative, I expect my dental practitioner will have covered all the bases, clearly explain any proposed treatment, potential complications or failure of treatment, have documented my informed consent, be willing to address any concerns I have and make attempts to resolve them in a mutually agreed manner.
If you receive a complaint, use it as an opportunity to review the treatment you have provided, identify if there is a pattern of concerns being raised, seek out a mentor or trusted colleague to discuss if needed. You may consider undertaking training in a particular area to improve your skills, or ensuring your staff receive training to address any gaps or to enhance their knowledge and skills. If a complaint has escalated to the Council, taking these steps can be favourable to the outcome of a Council process and you can provide this in your response to the Council.
As a Community Member of the Council, I want to know the practitioner has the knowledge and skills to provide safe and quality care that is well documented. One that I would recommend to my family and friends.