Introduction
Managing patient complaints is an integral part of running a professional dental practice. While many complaints can be resolved internally, some escalate to the General Dental Council (GDC). Understanding how complaints escalate, the fitness to practise framework, and best practices in documentation and communication is essential for safeguarding your career and practice reputation.
What Constitutes a Serious Complaint?
Serious complaints often involve allegations that may impact patient safety or professional conduct. Examples include:
- Clinical negligence or errors
- Failure to obtain proper consent
- Professional misconduct or dishonesty
- Health issues impairing clinical practice
- Social media or online misconduct affecting reputation
Stages of Complaints Escalation
Complaints that escalate to the GDC typically follow a structured path. Early intervention can reduce the risk of escalation.
1. Internal Resolution
Most complaints are resolved internally through clear communication, apologies if appropriate, and documented action plans. Maintaining comprehensive records during this stage is crucial.
2. Formal Written Complaint
If internal resolution fails, the patient may submit a formal written complaint. Practices should:
- Respond promptly and professionally
- Document all interactions
- Consider involving indemnity providers or professional advice early
3. External Escalation to GDC
When a complaint reaches the GDC, it becomes a regulatory matter. The GDC will assess whether the complaint meets the threshold for a fitness to practise investigation. Dentists must understand:
- Initial assessment procedures
- Case examiner reviews
- Potential outcomes: advice, undertakings, or hearings
Preparing for a GDC Investigation
Preparation is key to protecting your professional standing. Steps include:
- Gathering and organising patient records
- Reviewing clinical decisions and consent documentation
- Obtaining guidance from professional defence organisations
- Maintaining professional and factual correspondence only
- Recording reflections and learning points without admitting liability
Communication Best Practices
Effective communication can influence outcomes. Dentists should:
- Keep responses concise, factual, and professional
- Avoid emotional or defensive language
- Respond within deadlines set by the GDC
- Ensure consistency across all statements and documents
Common Pitfalls to Avoid
- Ignoring correspondence or missing deadlines
- Discussing cases publicly or on social media
- Failing to involve indemnity providers or legal advisers
- Incomplete or inconsistent record-keeping
Practical Case Examples
Many dentists face complaints related to:
- Miscommunication during treatment planning
- Documentation errors or missing consent forms
- Disputes over clinical outcomes or prosthetic work
- Allegations of inappropriate behaviour or dishonesty
Learning from anonymised case studies can help practices implement preventive measures and improve patient communication.
Maintaining Professional Resilience
Complaints escalation can be stressful. Dentists should:
- Seek support from peers, defence organisations, or mentors
- Maintain work-life balance during investigations
- Understand the procedural timelines and manage expectations
- Use the experience to improve practice systems and patient communication