HASSLED patients make complaints,

Are you a member of the dental team who is stressed out and constantly concerned about patient dissatisfaction, complaints and the GDC?

Reading FB forums and the level of fear is very high in our profession and many members of the team are leaving and finding alternative careers. Have you thought about leaving dentisty?

If a patient complains it probably has much more to do about them and there ‘stuff’ than it is about you and your dentistry.

Whether or not a patient makes a complaint against you will depend on

• Predisposing factors
• Precipitating factors

Pre-disposing factors on their own are unlikely to result in a complaint, they are however likely to undermine the trust and respect that your patients have for you, and if a trigger event happens they are more likely to complain.

Predisposing factors occur when your patient is HASSLED.

Precipitating factors are the trigger that results in a complaint, such as an adverse out-come, mistakes, system error, harm or potential harm.

However not every precipitating factor triggers a complaint, in the absence of any predisposing factors a complaint is unlikely.

Unfortunately, our team members and colleagues can be responsible for creating predisposing factors, that precipitate a claim against us that is perceived, to us, as coming from nowhere and being unjustified.

Preventing complaints is always preferable to resolving them and this is a team approach.

Think about the relationship your patients have with you and your practice as a bank account, predisposing factors however minor are withdrawals, and good customer care is a deposit. Patients will complain when their emotional bank account with you is overdrawn.

Withdrawals, from emotional bank accounts occur when you or your patients are HASSLED

H         Hungry/ thirsty

A         Alcohol / drugs

S          Sick

S          Stressed

L          Late

E          Embarrassed

D         Disappointed

What is within your area of influence to reduce your patients feeling HASSLED?

• What sugar free drinks and snacks can you provide?
• What is your drug and alcohol policy?
• How does you short notice cancellation policy allow for genuine sickness?
• How can you reduce patients’ stress and anxiety about dentistry?
• How do you manage your appointment book, so you always run to time and there are not long waits for appointments?
• How do you prevent your patients’ from feeling embarrassed?
• How do you ensure you always meet your patients’ expectation clinically and non-clinically so they are not disappointed?

For some of you, there may already be thoughts about how much is this going to cost me financially and in time. Things to consider defining the customer journey, communication and rapport building training, training and utilising Patient Care Coordinators, defining and refining the pre and post consultaion conversations and lierature, longer appointments, SMART zoned appointment books?

Remember that The GDC standards tell us 1.7.1 You must always put your patients’ interests before any financial, personal or other gain.

What cost your peace of mind?

If you want to reduce complaints or fear of complaints, there needs to be a change, whatever the cost.

We are here to help you, making your good practice GREAT.