Supporting Reception and the Wider Team

Dental nurses commonly support reception staff, formally or informally. Receptionists may communicate well with patients but might not recognise when an issue is clinical, when a dentist should be involved, or how to avoid saying something that increases tension. A dental nurse can close that gap without taking over the complaint.

A patient-centred approach focuses on what the patient needs to feel heard, safe and informed. It does not require agreeing with the patient. It means avoiding defensiveness, checking the details of the concern, protecting confidentiality, and making sure the patient is not passed from person to person without a clear next step.

When to support reception

• The complaint mentions pain, treatment, consent, aftercare, or clinical advice.
• The patient is distressed, embarrassed, or worried about being treated differently.
• The issue involves NHS/private charges, estimates, or treatment plans.
• The receptionist is being asked to explain something outside their role.
• The patient needs the dentist, complaints lead, or manager to respond.

Dental nurses must avoid working beyond their scope. If a patient asks, "Was the dentist wrong?" or "Do I have a case?", acknowledge the question and arrange for the appropriate person to respond through the complaints process.

Supporting non-clinical colleagues

Supporting reception does not mean solving every complaint. It means helping the patient and colleague reach the right route safely.