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Article: Volume 41 Number 5 Page 423 - June 2014

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  Dent Update 2014; 41: 423-427

Risk Management:  The Management of Risk Part 4: Resolving Complaints

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Abstract: Patient complaints invariably cause concern and distress. Whilst prevention should be the primary objective, this is not always possible. This final article in the series describes strategies for the management and resolution of complaints, as well as the advantages of good complaint handling.

Clinical relevance: Early and efficient resolution of complaints will reduce stress to 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 review the obligations of the dentist, and dental team, in handling complaints and describe practical strategies for complaint resolution.