Reviews, Comments and Complaints

Reviews, Comments and Complaints is part of meeting I 1.9. For dental nurses, this means responding to public criticism without breaching confidentiality or making the situation worse.

Social media may feel informal, but professional standards still apply. Confidentiality, consent, appropriate tone, advertising rules and public trust must be considered online as in person.

These issues arise in everyday practice: a patient who seems uncertain, a receptionist seeking advice, a dentist working quickly, a trainee needing feedback, a message received online, a handover, or a colleague unsure how to raise a concern. Interpersonal skill means responding with care, clear judgement and respect for professional boundaries.

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 wording can be direct and calm: "I do not think we should respond online until the practice lead has checked confidentiality and tone." It gives the team a clear reason to pause, clarify or escalate.

SPF behaviour links

Professional expectations, impact and consequences of social media as a communication tool helps dental nurses protect patient dignity, team trust and safe care.