MedExplore Dental Recruitment Agency

Information Pages:

• Steps to registering as a dentist in the UK
• Official and regulatory UK dental bodies
• UK dental employment arrangements
• The NHS contract and Fee Scale
• The Staff
• Cross infection control
• Complaints and disciplinary procedures
• Risk management
• The referral procedure
• Working with a laboratory
• Radiation safety
• Links to rental agencies
• Transport uniform and car hire

• Complaints will be made from time to time. If a complaints procedure is in place, such occurrences can be managed promptly.

• Each practice should appoint a 'complaints manager.' Often the principal fulfils this obligation, but the role may be delegated to another member of staff. 

• If you receive a complaint you should immediately discuss the matter with your principal and contact your defense union (they are there to help you). Many complaints can be resolved effectively at practice level, but more serious complaints are best dealt with good advice from your defense union. 

• The complaint should be acknowledged in writing within two days. A full explanation of the incident should follow, again in writing, within 10 days.

• All complaints should be recorded in a 'complaints file'. You should record:

1. The date the complaint was received,
2. How the complaint was made (i.e. verbally, over the telephone, in writing),
3. To whom the complaint was made, 
4. Details of the complaint and any subsequent investigation, 
5. Contemporaneous notes of any telephone conversations or meetings, 
6. The outcome of the complaint, 
7. Any action taken by the practice, 
8. All correspondence between the patient and the practice.

• A record of the complaint should also be placed on the patient's record card, marked by the date the complaint was received.

• If the patient's complaint cannot be resolved, the patient may decide to complain to the Primary Care Trust.

• At the Primary Care Trust, a 'Convener' will decide whether the complaint merits a further investigation, called an Independent Review, conducted by a panel. (The panel consists of the convener, another lay person (i.e. non-dentist) and two clinical advisers(dentists). The panel will then assess the complaint and inform the patient and the dentist of their conclusion.
  The panel has no power to award compensation.

• The patient may also complain to the General Dental Council. If a patient brings their complaint to the GDC a Professional Standards officer will assess their complaint and decide whether he believes the dentist may be guilty of serious professional misconduct. If so, the case will be passed on to the Preliminary Screener. The Preliminary Screener assesses the complaint and decides whether there are any legal reasons why the complaint cannot be brought to the Preliminary Proceedings Committee. 

• The Preliminary Proceedings Committee will examine the case, communicate with the patient and dentist and then decide whether the case should go before the Professional Conduct Committee or the Health Committee (the Health Committee are often involved when a dentist has an alcohol or drug addiction). They can, at this stage suspend the dentist from practice. 

• Finally, if the case goes before the Professional Conduct Committee, the council examines the evidence and decides whether the case against the dentist has been proved beyond reasonable doubt. If so they can remove the dentist's name from the register. (This process is similar to court proceedings. The council sit above the dentist whilst Barristers (lawyers) argue the case).

• The council has no power to award compensation.

• Increasingly, patients are seeking a third option to resolve disputes - the solicitor's letter. Usually this will involve a claim for financial compensation.
  
  
  Points to note:
  
• Always work to the standards recommended by the BDA and the defense unions.
• Always remember to pay your subscription to your defense union. 
• Call your defense union at the first sign of trouble and do not take any action until you have received advise from the defense union. 
• Deal with complaints quickly and professionally. Every dentist will occasionally receive a complaint of some sort -  it not the end of your career, it is just part of the job.

MedExplore Ltd Dental Recruitment Agency takes no responsibility and bears no liability for the accuracy of this information. It is strongly recommended that you act only on advice from the BDA, the GDC or your defence union.

Other useful information about working as a dentist in the UK can be found by using the menu at the top of this page.  Register now as a dentist or dental practice and keep up-to-date with the latest jobs on offer, sent to you by email.