Principles of Good Complaints Handling

Handling complaints professionally means responding to patients when their experience, treatment, communication or access to care has fallen short. For dental nurses this involves protecting patient dignity and ensuring the concern reaches the correct person or process.

A complaint can be verbal, written, emailed, submitted online, made through a representative, or raised as a concern without using the word "complaint". Do not refuse to accept a concern because the patient has not used a specific form or formal wording.

Good complaints handling should be

• Accessible: patients know how to complain and can get support if needed.
• Respectful: concerns are heard without defensiveness or judgement.
• Private: sensitive conversations do not happen across the waiting room.
• Timely: patients know who is responding and when.
• Fair: facts are checked and people are not blamed before review.
• Learning-focused: the practice asks what should change.

Dental nurses are not expected to investigate every complaint. Their role is often limited but important: recognise the concern, listen calmly, avoid making promises, record factual details, and ensure the patient is passed to the appropriate person for further action.

GDC principles in brief

Good complaints handling starts before any investigation: the patient needs to feel heard, safe to speak and clear about the next step.