www gdcuk org GDC Protecting patients regulating the

www. gdc-uk. org GDC Protecting patients, regulating the dental team Gordon Miles Private Patient Complaints

www. gdc-uk. org So when did this initiative start? 1994 - GDC Working Party suggested a scheme, which was endorsed by the Department of Health 1996 - Minister announces intention to introduce a statutory scheme 1997 - Change of Government 2000 - GDC proposes to operate a scheme 2002 - OFT announces findings on super complaint, Government accepts recommendations 2002 - GDC consultation 2003 - GDC publishes: A complaints scheme for Non-NHS Dentistry 2004 - GDC approves plans for scheme subject to legislation 2004/5 - Legislative approval awaited - Section 60 Order GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Who will be affected by the scheme ? Any complaint about private dental care will be eligible for consideration GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Why is this needed? “There is no universal complaints procedure for private dentistry that exists independently of individual practices. … This situation is far from ideal, for a variety of reasons. . ” • Complaints procedures are seldom well publicised • Consumers may prefer not to complain to their own dentist • Sometimes complaints are not satisfactorily resolved at a practice level GDC - Protecting patients, regulating the dental team

www. gdc-uk. org OFT patient survey results “Complaints were not common, with only six per cent of consumers stating that they had ever had cause to complain, of which half actually did so. Of those who had ever had cause to complain, this had not happened frequently, with an average of only 1. 3 reasons to complain in the last five years. Of those who had cause to complain over 25 per cent said that this was about bad treatment and more than 10 per cent cited incompetence. A variety of other reasons were given, though each individually covered less than 10 per cent of cases. These other reasons included the treatment causing severe pain or infection, overcharging, poor service, attitude, treatment not needed and inappropriate treatment. There was a low level of satisfaction with the handling of complaints, with approaching half of complainants saying they were not at all satisfied with either the way the complaint was handled or with the overall outcome. ” GDC - Protecting patients, regulating the dental team

www. gdc-uk. org NAO patient research results Source: National Audit Office Dental Patient Survey 2003 www. nao. gov. uk GDC - Protecting patients, regulating the dental team

www. gdc-uk. org NAO patient research results Source: National Audit Office Dental Patient Survey 2003 www. nao. gov. uk GDC - Protecting patients, regulating the dental team

www. gdc-uk. org NAO patient research results Source: National Audit Office Dental Patient Survey 2003 www. nao. gov. uk GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Current Situation We only have powers to deal with complaints about private dental treatment which raises a question about a professional’s continuing registration For patients, there is no equivalent to the NHS Complaints Scheme GDC - Protecting patients, regulating the dental team

www. gdc-uk. org The new complaints scheme will. . . • have a distinct identity • have its own staff, administration, with an advisory board comprising GDC, patient, consumer and professional representation GDC - Protecting patients, regulating the dental team

www. gdc-uk. org The private patients complaints scheme process: Advice Service - Explain options Complain t Received • In house complaints scheme of practitioner • Private patient complaints scheme • NHS complaints scheme • GDC Fitness to Practise procedures • Alternative sources of non complaints related information • Second opinion • Legal advice / Police GDC - Protecting patients, regulating the dental team

Has patient Yes discussed complaint with the registrant? NHS No Patient referred to NHS complaints process Is this Private, NHS or mixed treatment? Private Mixed www. gdc-uk. org Patient encouraged / advised to raise complaint with registrant Joint handling process under development with NHS GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Scheme staff attempt to improve communication between registrant and patient Does this resolve complaint? Yes Complaint resolved No Complaint Panel (where appropriate) GDC - Protecting patients, regulating the dental team

www. gdc-uk. org The panel can recommend that: • Case be closed with no further action; • No further action in relation to the specific complaint, but with recommendations as to future practice; • The registrant should offer an apology to the patient and/or refund of fees or remedial treatment • Such other arrangement as agreed between the patient and registrant. GDC - Protecting patients, regulating the dental team

www. gdc-uk. org What benefits will it bring to dental professionals? • Will provide effective complaints resolution service • Will focus on resolution not “blame” • Will be quicker • Less formal • Less costly • Will enable profession to improve their service by learning from complaints GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Benefits to patients • Will provide effective complaints resolution where communication has broken down • Will be quicker, less formal and less costly • Will provide quick and easy access to advice via helpline • Emphasis on resolving problem • Help facilitate satisfactory continuing dental treatment for patients • Will reduce discrepancy between NHS and Private dentistry complaints procedure GDC - Protecting patients, regulating the dental team

www. gdc-uk. org Getting involved Complaints panels need local clinical volunteers, for more information e-mail: volunteer@gdc-uk. org GDC - Protecting patients, regulating the dental team