“Get Support Early” Advises DDU - Complaints Rising
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- Published: Tuesday, 06 December 2022 07:13
- Written by Guy Tuggle
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As dentistry has returned to pre-pandemic activity levels, the number of patients complaining has also recorded an increase.
According to figures just released, written complaints in the year 2021/22 have shown a small increase from 14,052 in 2018/19 to 14,285. During 2020/21 -the height of the pandemic when lockdowns occurred and fallow time demands slashed the number of patients seen - complaints fell to 8751.
Perhaps it’s not surprising. Many patients, unable to access routine dental care or even any dental care for the better part of two years, may have fallen out of love with their previously dependable dental practice. Some, despairing upon returning to be told that they need treatment, may naively blame their dentist’s remoteness for their newly diagnosed disease.
The Dental Defence Union (DDU) is encouraging dental professionals to seek support from their dental defence organisation as soon as they become aware of a potential complaint, as NHS figures reveal an increase in cases.
Leo Briggs, deputy head of the DDU, said:
“It is concerning that there has been a slight rise in NHS dental complaints since before the pandemic. However, given the disruption we have seen to dental services and the impact this has had on patient care and treatment, it is a testament to the dedication of colleagues that the figure has not risen more sharply.
Mr Biggs added that his organisation could help clinicians stall and resolve complaints before they gained traction, but that seeking advice sooner rather than later was key.
According to the NHS digital data, the most common causes of complaints involving dental practices are:
- Clinical Treatment (22.0%)
- Charging/Costs (21.5%)
- Appointment Availability/Length (11.8%).
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