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Dental example: Responding to concerns and complaints to improve the quality of care

  • Organisations we regulate

Key question: responsive?

As a direct result of complaints received from patients, the practice manager introduced customer service training for reception staff. The practice manager followed this up by asking staff to complete a quiz about customer service, which included making eye contact with patients, their reasons for complaints, etc. The practice also introduced training for all other staff.

To address any concerns or complaints about waiting times, the practice also provided a leaflet for patients to explain why the dentists may be running late (as it had received complaints about waiting times).

Any complaints were comprehensively discussed in staff meetings and the practice manager ensured that staff had learned from previous complaints. The whole process was well-documented and detailed.

This is notable practice because of the commitment to learn from complaints.

Key line of enquiry (KLOE)

R4: How are people’s concerns and complaints listened and responded to, and used to improve the quality of care?

See all the key lines of enquiry in our handbook for dental providers.

Last updated:
10 August 2017