Contents Patient complaints: basics


What do patients complain about? What do complainants want?


Practice-based complaints procedures Indentifying and registering a complaint Investigation and formal response Record keeping


Dental Complaints Service Effective complaint handling Attitude and approach Listening skills Saying sorry


Using complaints to improve service Case studies Endnotes Index


4 4 5 6 7 8 9


10 11 11 11 12 13 14 19 20


Complaint handling | 3


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