Delays Are The Main Reason For Complaint
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- Published: Monday, 22 March 2021 10:42
- Written by Chris Tapper
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Delays in dental treatment due to the pandemic are now top of the five main reasons for patient complaints.
The Dental Defence Union analysed over 500 advisory and complaint cases between the start of lockdown in March last year, and the end of 2020.
Most dental professionals who approached the DDU for assistance required advice on aspects of dental care in order to pre-empt problems.
The DDU said just 9% of cases regarded complaints, and of those, treatment availability was the most common reason for patients to be dissatisfied.
And the DDU warns that it anticipates complaint numbers are likely to increase due to the delays caused by the panic.
John Makin, head of the DDU said “Most patients have been understanding about the unavoidable compromises in dental provision during the pandemic, but practices still had to respond to a significant number of complaints.”
“Unfortunately, the possibility of complaints and claims is likely to increase as patients experience the detrimental consequences of treatment delays or become frustrated by the continued restrictions on routine dental practice.”
“This risk can best be mitigated with pro-active and consistent communication which will help to manage patient expectations.”
The DDU examined the cases to identify the most significant themes and to help dental professionals understand where difficulties can arise.
The DDU’s finding showed that 92% of files concerned general dental practice. The remainder were specialist dental practice, community and hospital dentistry.
Dentists featured in 72% of the complaint files, with dental therapists and hygienists and specialists making up 18% and 5% respectively.
The DDU listed the top five causes of complaint as:
Treatment availability – delays caused by the closing of practices and the limitations on patient numbers after practices reopened.
Dissatisfaction with treatment – allegations of poor treatment outcomes and delayed diagnosis due to the pandemic.
Fees and refund requests – patients requesting a refund or compensation for treatment delays or incomplete treatment.
Communication issues – patients who felt they had not been properly informed about delays, cancellations and arrangements for urgent care during lockdown.
COVID-secure measures – issues such as infection control, PPE and the use of face masks.
John Makin continued “When responding to patient complaints due to the pandemic, it is important to highlight the circumstances prevailing at the time of treatment.”
“We advise dental professionals to refer to the relevant guidance, regulations and standard operating procedures that impacted upon the care provided. Context is vital.”
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