“moving things forward and acting as a liaison with the lawyers. We also look at the dental issues and help form a defence, if possible, directing the solicitors to current dental guidelines and regulations. We assess the case initially and judge the possible outcome.”


Advice and reassurance Dentists facing professional difficulties will oſten meet with an adviser either face-to-face or via video link to discuss evidence and what processes are involved in legal and regulatory cases. Oſten an adviser will attend hearings with the member to offer advice and reassurance. Says Claire: “I think one major frustration for dentists in


“Much of the job is just knowing how to be a pragmatic, sensible dentist. What would you do in the same circumstances?”


from members phoning into a 24/7 advice service. In 2011, dental advisers at MDDUS dealt with around 2,500 advice requests. Among the most common topics are those relating to difficult patients, dealing with complaints, dental record keeping, problems with colleagues and treatment planning. “Tere is certainly an important preventative element to the


work we do,” says Claire. “And we welcome calls at the earliest outset of a problem. It’s really heartening when a dentist phones up and says: ‘I’ve had a patient in today. Tey haven’t complained, they haven’t said anything yet but I’m just concerned something is going to happen.’ Tis is quite helpful because you can advise them maybe to get a second opinion or ask if they have thought of this or that. “In fact much of the job is just knowing how to be a pragmatic,


sensible dentist. What would you do in the same circumstances? Te advice we give may be based on a knowledge of rules and regulations but you must translate that into a practical solution.” In the hours not spent on telephone duty Claire works with an in-


house legal team managing cases that have escalated beyond a complaint to either a civil claim or disciplinary action from a health authority or the General Dental Council. Typical cases might involve problems with treatment such as a failed implant or a dentist neglecting to obtain clear informed consent for a procedure, or a dispute over charges. Here the dental adviser acts both as a facilitator and brings their clinical dental experience to the case. “We are the main contact with the member,” says Claire,


SPRING 2012


these circumstances is the time it takes to resolve a case. It can be months or even years from the initial solicitor’s letter to getting it all settled. And that can be quite stressful for dentists. It’s always churning at the back of your mind. So a lot of our job is to reassure the member that we’ll handle it, take the heat out of things and sort it out for them.” Asked about what sorts of cases she finds most


difficult to deal with, Claire replies: “Te ones where the members don’t engage with the process – take a head-in-the-sand approach. It’s difficult to get them to participate and have some insight into the situation. Either they are scared by the whole process or just have no concept of the seriousness of it.” But most members cooperate fully to help resolve cases as


quickly as possible. Tis includes providing a comprehensive account of the facts of a case supported by the patient records. “Records are hugely important,” says Claire. “Because cases are


defended on what’s written down. You might say that my usual practice is to say this or do that, but if it’s not in the records it’s subject to reasonable doubt.” Claire is philosophical about much of what crosses her desk in


the course of a week. Dentists do sometimes make mistakes but she has no doubt that the vast majority want only to do the best job possible for their patients. Many complaints and cases she feels are simply the product of a growing blame culture. “Everyone in this country knows that in order to keep your


teeth you need to brush twice a day and floss. And yet some patients still ignore this basic preventative advice and when things go wrong look for someone to blame. Dentists are slightly sitting ducks in that regard. It’s oſten a nonsense but that’s the world we live in.” And the job of professionals like Claire is to provide some


redress against this tide of blame. nProfile by Jim Killgore, editor of MDDUS Summons


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