How to handle your first patient complaint
Practical guidance on handling patient complaints for newly qualified dentists starting their first role.
Receiving a complaint as a newly qualified dental professional can feel distressing, but managing it calmly and systematically is essential. The NHS defines a complaint as any expression of dissatisfaction, spoken or written, that requires a response. Early support from experienced colleagues and your indemnity provider helps keep the situation in perspective.
Who can complain and why
A patient, their parent or guardian, or an authorised representative can lodge a complaint. If a third party complains on behalf of a patient, verify their authority first to protect confidentiality. Most complaints stem from unmet expectations, but many arise from communication failures. Patients may feel their treatment was not explained clearly, or they may perceive a lack of courtesy, empathy, or respect during their care.
Steps to respond professionally
Never respond defensively. Instead, treat the complaint as an opportunity to improve your service and learn from patient feedback. If a patient complains verbally, discuss it with them immediately if possible, or arrange a follow-up conversation to show they are being heard. For verbal complaints, record the details yourself rather than asking the patient to write them down, as this can escalate tension. For written complaints, craft a careful response that addresses all significant points raised and offers a suitable solution. Ask the patient what outcome they want if unclear. Contact your indemnity provider immediately for guidance. Ensure responses are timely, professional, measured, and sympathetic. Keep written records of all complaints and file complaint correspondence separately from clinical records. Check that a responsible person or delegate has signed off your response and that you have documented the action taken.
Frequently asked questions
What counts as a patient complaint in dental practice?
The NHS defines a complaint as any expression of dissatisfaction, spoken or written, that requires a response. If a patient tells you or a team member they are unhappy with any aspect of your service, treat it as a formal complaint.
Should I ask a patient to write down a verbal complaint themselves?
No. If a patient complains verbally, you should make a written record of it yourself. Asking the patient to write it down risks escalating the situation further.
When should I contact my indemnity provider about a complaint?
Contact your indemnity provider as soon as you become aware of any complaint. Early guidance helps you manage the situation for the best outcome.
What should my written response to a complaint include?
Your response must address all significant points the patient raised and offer a suitable solution. Ask the patient what outcome they want if it is unclear. Ensure a responsible person or delegate signs off the response.
Where should complaint records be filed?
Keep written records of all complaints and file complaint correspondence and documentation separately from clinical records to maintain proper organisation and confidentiality.
