Complaint resolution
better outcomes Better conversations
Kim Henry of Essential Mediation describes how a proactive approach to dealing with complaints can resolve issues quickly
I
have previously written about the benefits of positive communication to enhance relationships generally in dental prac-
tice, whether with patients, professional colleagues or support staff. In the light of the new Patients Rights (Scotland) Act 2011, which provides the legal right to lodge a complaint, now is an opportune time to revisit some of these concepts. I’d like to concentrate on the following: • The benefit of a well-written, considered Complaints/ Concerns Policy
• Some practical pointers for dealing with concerns raised
• The appropriate training for anyone handling feedback. Firstly, I prefer to refer to
complaints as concerns. The word complaint is too negative and can sometimes prevent people from offering useful comment as they assume it will not be perceived in a construc- tive way. The policy should provide a simple statement detailing that any contribu- tions are welcome, will inform future professional practice, and will receive individual atten- tion. Please be empathetic. No liability attaches to compassion. Acknowledge that regardless
of the rights or wrongs of the actual concerns, the person is clearly distressed enough to be taking action, and give a clear message that you are listening. If you do this, there is more likelihood that they in turn will hear and consider your own point of view, particularly when it comes to addressing clinical issues. Be realistic about your time-
scales for dealing with concerns. Ensure you ask for proper contact details from the patient and when it is convenient to liase with them. Importantly, be proactive about asking the patient what they would like to happen at the outset, as this can provide invaluable guidance on how to take matters forward. To see a style Concerns Policy, please refer to the Resources section of my website. Your first contact with the
patient further to a concern being received is vitally impor- tant. Please don’t send a pro forma response. Take the time to consider the issues and view the situation as objectively as you can. Take three simple steps: • Acknowledge distress straight away, and give assurance to let the patient know you are listening
• Lay out your responses based on the facts and give ground where you feel you can. At this stage, you may require professional advice
• If you consider you can provide a solution reasonably quickly, make the offer and if you need further information, advise as appropriate, but always within considered timescales. Keep the patient advised of any delays – open channels of communication are vital. As with all professionals, dentists live with the contin- uous fear of being sued. As your Concerns Policy is the first contact you have with a patient, you must use this opportunity to set the correct tone. The benefit of having this Policy managed by someone with a legal and conflict management background is twofold.
ABOUT THE AUTHOR
Kim Henry, LLB, LLM, Dip LP, NP, Cert Mgt, Ass M CI Arb, has been a lawyer for almost 20 years. She has lectured, managed and worked in private practice, as well as the public and voluntary sector. She has experience of working with dental practices and is the founder of Essential Mediation.
The conflict management
training means that the indi- vidual knows how to respond appropriately to persons with a grievance and, if beneficial, can facilitate a confidential envi- ronment where issues can be addressed and resolved face to face quickly. The legal training indicates that person knows how much ground the dentist can give to resolve something without potentially opening themselves up to further liability. This really is the key to dealing with matters promptly and effectively without having issues hanging around in the
background, causing unneces- sary stress, extensive damage via twitter and word of mouth and considerable legal fees. Finally, while I appreciate
that most dentists now have a Complaints Policy because they must, if you feel you do not have time to embrace these concepts, then do consider instructing another profes- sional such as myself on a case by case basis. It will be worthwhile.
® To find out more information, visit
www.essentialmediation.com
Scottish Dental magazine 63
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