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Article: Volume 44 Number 9 Page 892 - October 2017

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  Dent Update 2017; 44: 892-897

Complaint Handling:  Love Your Complaints - Hindsight is a Great Thing

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Abstract: This article describes the use of reflection, and particularly reflective models, to harness the concept of hindsight as a way of deepening insight and learning from experience to minimize serious complaints.

Clinical relevance: Learning from mistakes improves clinical performance.

Author notes: Janine Brooks, MBE, BDS(B’ham), MCDH(B’ham), MSc(Southampton), DMed Eth(Keele), DDPHRCS, CertMedEd(Warwick), FFGDP(UK), CEO, Dentalia Training and Coaching Consultancy, Educational Inspector GDC; Lead Clinical Tutor, BUOLD, University of Bristol; Trustee, Dentists Health Support Trust; Director, Dental Coaching Academy; Joint CEO Dental Mentors UK.

Objective: To review the use of reflective techniques to enhance learning from personal experience, thereby improving future practice and minimizing serious complaints.