Dental Complaints Service received 8,000 calls in 2014
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- Published: Wednesday, 27 May 2015 07:52
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The Dental Complaints Service (DCS) 2014 Annual Review gives an overview of the caseload handled by the DCS in the past year, as well as some interesting case studies where the early dispute resolution service has helped resolve a complaint. Head of Service at the DCS, Hazel Adams, said: “We’re now in our ninth year and we’re continuing to adapt and improve the service that we deliver.”
Last year, the Dental Complaints Service received over 7,718 telephone calls, processed 1,068 complaints regarding private dental care and dealt with 1,012 enquiries. The most common topics of complaints about treatment were dentures, crowns, fillings and implants.
Head of Service at the DCS, Hazel Adams, said: “We’re now in our ninth year and we’re continuing to adapt and improve the service that we deliver. The DCS uses a three-step service to assist patients and dental professionals to come to a mutually agreed solution and our team of specialist volunteer panel members and trained staff ensure that we offer a high quality service that helps facilitate mutually acceptable solutions for both parties.
“In 2014, we received almost 8,000 calls to the service, and dealt with more than 1,000 enquiries. An important part of our work, at that initial stage, is to ensure that the complaint is signposted to the right organisation who can deal with that complaint, if it does not fall within our remit. The introduction of a new complaints management system means that we are now better placed to classify complaints from the outset, ensuring that complaints are dealt with quickly and at an earlier stage.”
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