BMC Oral Health. 2016 Sep 29;16(1):104. doi: 10.1186/s12903-016-0295-8.
The impact of a formal complaint on Dutch dentists' professional practice: a survey study.
BMC oral health
Josef J M Bruers, Brigitte A F M van Dam, Ronald C Gorter, Michiel A J Eijkman
Affiliations
Affiliations
- Department of Social Dentistry and Behavioural Sciences, Academic Centre for Dentistry Amsterdam (ACTA), University of Amsterdam and VU University, Gustav Mahlerlaan 3004, 1081 LA, Amsterdam, The Netherlands. [email protected].
- Department of Research and Information, Royal Dutch Dental Association (KNMT), Nieuwegein, The Netherlands. [email protected].
- Department of Research and Information, Royal Dutch Dental Association (KNMT), Nieuwegein, The Netherlands.
- Department of Social Dentistry and Behavioural Sciences, Academic Centre for Dentistry Amsterdam (ACTA), University of Amsterdam and VU University, Gustav Mahlerlaan 3004, 1081 LA, Amsterdam, The Netherlands.
PMID: 27680549
PMCID: PMC5041443 DOI: 10.1186/s12903-016-0295-8
Abstract
BACKGROUND: A complaint from a patient can have a serious impact on the well-being of dentists. Little is known, however, about the nature and the extent of this impact.
METHODS: Therefore in 2013 an anonymous survey was conducted among 955 dentists and dental specialists who were involved in a complaints procedure dealt with by the Complaints Committee of the Royal Dutch Dental Association (KNMT) in the period of mid-2008 to mid-2013.
RESULTS: In total 413 (43 %) of these dentists participated in the study. As a result of a formal complaint 71 % of the respondents experienced a considerable impact in their professional practising, while 52 % stated that it had (also) seriously influenced their attitude towards colleagues and patients. Furthermore, 60 % (also) mentioned effects of a complaints procedure regarding their mental and/or physical well-being.
CONCLUSIONS: Being confronted with a formal complaint from a patient leads to a considerable impact on dentists' professional practice and personal well-being. It is remarkable this did not only pertain to a 'negative' impact, but also to a 'positive' impact. Despite unpleasant feelings, several dentists regarded the complaint as a 'wake-up call'. Furthermore, given the relatively high number of successful mediation attempts it can be concluded that this form of complaint handling appears to be a successful way of solving problems that have arisen between patients and dentists.
Keywords: Dentist; Formal complaint; General dental practice; Patient dentist communication
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