Complaints, Reviews and Difficult Contacts

Complaints, Reviews and Difficult Contacts is part of meeting I 1.4. For dental nurses, this requires staying calm and factual when communication with the public is emotional or critical.

Communication in dental nursing directly affects patient safety. It supports consent, dignity, reassurance, records, handover, prevention and escalation.

In practice this shows up in ordinary moments: a patient who looks uncertain, a receptionist asking for guidance, a dentist working under pressure, a trainee needing feedback, a message received electronically, a handover, or a colleague unsure about raising a concern. Interpersonal skill is the ability to respond with care, clarity and professional judgement.

Practical markers

• Notice: what the patient, colleague, situation or system is communicating.
• Choose: a communication method, team route or escalation step that fits the context.
• Respect: role boundaries, confidentiality, dignity, cultural needs and emotional impact.
• Check: understanding, responsibility, handover and whether the next person has the information they need.
• Follow up: through records, feedback, supervision, team discussion or concern-raising where needed.

Useful language can be simple: "Can I check how the patient would prefer us to explain this before we continue?" This phrasing is calm and professional and gives the team a clear reason to pause, clarify or escalate.

SPF behaviour links

Effective and sensitive spoken, written and electronic communication with the public helps dental nurses protect patient dignity, team trust and safe care.