Complaints Procedure, Routes, and Records

Every dental nurse should know the practice complaints procedure well enough to direct a patient or colleague to the next step. You do not need to manage every complaint, but you must know who leads complaints, how concerns are recorded, and when to escalate urgently.

Patients may complain verbally, in writing, by email, by telephone, or via a practice form. A form can help structure information but should not create a barrier. If a patient says, "I am not filling anything in, I just want someone to sort it", that still counts as a complaint.

What dental nurses should know

• Who is the complaints lead or usual contact?
• Where is the complaints policy or leaflet?
• How are verbal complaints logged?
• What details should be recorded immediately?
• Which issues need same-day escalation?
• What external routes should patients be told about if local resolution fails?

Records must be factual and respectful. Note what the patient said, what you observed, what actions you took, who you informed, and any agreed next steps. Avoid judgemental labels such as "difficult", "rude", or "kicking off". If exact words are important, record them precisely.

Legal and regulatory routes

A complaint does not have to arrive in perfect written form. If a patient expresses dissatisfaction and needs a response, the practice must take it seriously.