Complaint handling best practice

Together with 28 organisations from across the dental sector, we developed a set of universal principles for good complaint handling. The six core principles provide a simple template for best practice, helping professionals and patients to get the most from feedback and complaints, for the benefit of all.

The principles set out a very clear picture of what patients can expect when providing feedback or making a complaint.

The six core principles are:

  1. All of your feedback is important to us.
  2. We want to make it easy for you to raise a concern or complain, if you need to.
  3. We follow a complaints procedure and keep you informed.
  4. We will try to answer all your questions and any concerns you raise.
  5. We want you to have a positive experience of making a complaint.
  6. Your feedback helps us to improve our service.

A poster and leaflet showing these core principles are available for you to display on walls and in waiting areas of your practice. By using these materials, you can clearly demonstate to patients that you follow a good complaint handling procedure. The leaflet and poster can be downloaded from this page.

In addition, we have developed a social media toolkit which contains example Facebook and Twitter posts, plus visual assets, along with a news story template that you may wish to publish on your website to tell your patients about this initiative. The toolkit can also be downloaded from this page.

The poster and leaflet are also available in hard copy on request by emailing [email protected]‚Äč

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