Exam Pass Notes

Download (Word)

SPF P 1.11: key principles

• Complaints handling must be accessible, respectful, private, timely, fair and focused on learning.
• A complaint may be verbal, written, online, made via a representative, or raised as a clear concern.
• Do not let forms, literacy, language, disability, anxiety or lack of digital access prevent a patient from raising a concern.
• Tell patients who is handling the complaint, what will happen next and when they can expect an update.
• Keep complaint records factual, respectful and free of judgemental labels.

Dental nurse actions

• Listen calmly and thank the patient for raising the concern.
• Offer a private space if the concern is sensitive or being discussed in public.
• Acknowledge distress without arguing or admitting liability.
• Record what was said, what you observed, what action you took and who you informed.
• Escalate to the dentist, complaints lead, senior dental nurse, practice manager or owner as appropriate.
• Use official external signposting information rather than guessing where to direct the patient.

Boundaries and learning

• Do not investigate complex complaints alone, promise refunds, blame colleagues, offer clinical conclusions outside your role or alter records.
• Private and NHS complaint routes differ; NHS procedures also vary across the UK.
• Escalate promptly complaints that involve serious harm, safeguarding, discrimination, confidentiality breaches, compensation, legal action or repeated system failure.
• Use complaints to improve systems such as privacy, communication, cost estimates, aftercare, handover and staff training.

Exam memory line: receive, listen, protect privacy, record facts, route correctly, respond fairly and learn.