The new regulation of dental practices in England by the Care Quality Commission brings some particular challenges for handling patient complaints. This is not likely to get any easier after the registration deadline passes on 1 April and so dentists need to be up to speed with this issue.
One of the issues dentists in England are facing which won’t go away after the Care Quality Commission registration deadline of 1 April 2011 is complaints handling. Having made contact with the Care Quality Commission it is clear that their focus on complaints handling has been an important issue for them in the other sectors they regulate. They tell me not only do you need a good well-publicised complaints policy and records, but also staff who are competent to address the complaint. That means dental teams need to be up to date and well trained in this area. CQC focus on complaints handling in dentistry
It is likely that CQC will bring an on-going focus on good complaints handling. There are examples in Social Care where CQC have acted upon information provided by complaints. As a result of people raising concerns and complaints, there have been cases where adult social care and health care services have had enforcement action taken, including action plans being issues or even closure orders.
Help is at hand
Prevention is better than cure. So to help dental practitioners and dental practice managers avoid these stresses, a product has been developed to help dentists. The Dental Complaints Handling Essentials Packgives:
The Packhas been built by dental complaints handling specialists Training To Achieve who have years of expertise in helping organisations improve their complaints handling skills and who have since 1998 been working in dentistry.
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