How to Respond to a Complaint Positively – Good Practice

Abstract

This article gives an overview of complaints, what they are, the underlying reasons why patients make complaints and gives some guidance on how to respond well to complaints. The ethical perspective of complaints is considered, in particular, that patients have a right to make a complaint if they are unsatisfied by the care and treatment they receive from dental professionals. As professionals we have a duty to respect that right and respond appropriately. A short case example is included to demonstrate the use of reflective learning and reflective models to help maximise the learning from complaints. Complaints are valuable feedback and the essence of quality improvement for dental practices and dental professionals; they are a natural part of patient engagement.