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Bruers JJ, van Dam BA, Gorter RC, et al. The impact of a formal complaint on Dutch dentists' professional practice: a survey study. BMC Oral Health. 2016;16(1):104doi: 10.1186/s12903-016-0295-8.
Bruers, J. J., van Dam, B. A., Gorter, R. C., & Eijkman, M. A. (2016). The impact of a formal complaint on Dutch dentists' professional practice: a survey study. BMC oral health, 16(1), 104. https://doi.org/10.1186/s12903-016-0295-8
Bruers, Josef J M, et al. "The impact of a formal complaint on Dutch dentists' professional practice: a survey study." BMC oral health vol. 16,1 (2016): 104. doi: https://doi.org/10.1186/s12903-016-0295-8
Bruers JJ, van Dam BA, Gorter RC, Eijkman MA. The impact of a formal complaint on Dutch dentists' professional practice: a survey study. BMC Oral Health. 2016 Sep 29;16(1):104. doi: 10.1186/s12903-016-0295-8. PMID: 27680549; PMCID: PMC5041443.
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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

  1. 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].
  2. Department of Research and Information, Royal Dutch Dental Association (KNMT), Nieuwegein, The Netherlands. [email protected].
  3. Department of Research and Information, Royal Dutch Dental Association (KNMT), Nieuwegein, The Netherlands.
  4. 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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