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Article: Volume 41 Number 2 Page 168 - March 2014

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  Dent Update 2014; 41: 168-173

Risk Management:  The Management of Risk Part 1: Why Complaints Happen and How to Prevent Them

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Abstract: There is increasing concern amongst dentists, and dental care professionals (DCPs), about the risks associated with complaints from patients and the possibility of escalation to legal action or referral to the General Dental Council (GDC). This is the first of a series of four articles considering the management of risk. It will describe why complaints happen, how to identify problems at an early stage and strategies for preventing complaints occurring.

Clinical relevance: The prevention of complaints will reduce stress and anxiety for all members of the dental team.

Author notes: Andrew Collier, LLM BDS, Senior Dento-Legal Consultant, Dental Protection Ltd, Victoria House, 2 Victoria Place, Leeds LS11 5AE, UK.

Objective: To describe why complaints happen, identify problems as early as possible and review strategies for complaint prevention.