Recording, Acknowledging and Owning the Process

A clear complaints process ensures concerns are captured and acted on. Patients should know their complaint has been received, who is handling it, what the practice understands the issue to be, and when they will next hear an update.

Dental nurses may not be the complaints lead but they support the process. You might record the initial concern, pass it to the right person, check a patient's communication preference, provide factual information, or remind a colleague that a patient is awaiting a response.

Record factual information

• Date, time, place and people involved.
• The patient's own words where relevant.
• What the patient says went wrong.
• What outcome or help they are asking for.
• Any immediate safety or clinical action needed.
• Who was informed and what was agreed next.

Use neutral wording. Avoid labels such as "difficult", "rude", "attention seeking" or "always complains". Complaint records may be seen later by the patient, regulators, indemnity advisers or external reviewers. Factual notes are clearer and professionally safer.

Complaint file and clinical record

If a complaint is not recorded, acknowledged and owned, the patient can feel ignored even when staff are trying to help.