Access, Support and Privacy

A complaints procedure only works if patients can use it. Dental nurses should know where complaints information is displayed, who the complaints lead is, and how to help patients who cannot use a standard form, website or email.

Patients may need large print or easy-read information, interpreter or BSL support, help from a relative or advocate, extra time, a telephone route, or a private space. Disability, language, literacy, anxiety, age or lack of digital access must not prevent someone from raising a concern.

Dental nurses can help by checking

• Can the patient explain the concern in a way that works for them?
• Is the conversation private enough?
• Does the patient need an interpreter or communication support?
• Does the patient know making a complaint will not affect their care?
• Is someone being pressured to stay silent?

What the practice should have in place

A complaints process is not fair if only confident, literate, digitally able patients can use it.