Complaints, First Response and Patient Trust

Complaints and candour overlap but are distinct. A patient may complain without any clinical error, and candour may be required even if no complaint has been made. In either case the first response should protect privacy, listen carefully and show that the patient's concern is being taken seriously.

The GDC expects practices to have an effective complaints procedure, to respond promptly and constructively, to respect a patient's right to complain, and to apologise and offer a practical resolution where appropriate. Dental nurses do not have to lead complaints, but they should understand the local procedure so they can guide patients and support colleagues.

First response steps

• Listen without interrupting or arguing.
• Move to a private space if the conversation is sensitive.
• Ask what outcome the patient wants.
• Explain who will handle the concern and what happens next.
• Record the concern factually and hand over promptly.
• Escalate urgently if safety, safeguarding, discrimination or serious harm is involved.

Dental nurses who assist at reception should be confident in these actions. Reception staff may ask how to respond when a patient is angry, upset, or threatens to post a public review. Slowing the situation, protecting privacy and involving the appropriate lead before the conversation becomes defensive are practical steps.

What the practice should have in place

The first response to a complaint should never punish the patient for speaking up. Calm listening and privacy can preserve trust before formal steps begin.