DT News - UK - GDC says more details on complaints system changes available soon

Dental Tribune International

Fri. 20 January 2017

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LONDON, UK: The General Dental Council (GDC) yesterday announced it will publish details by the end of January on how it wants to change the current complaints system. A press release issued on Thursday promises that a future system will offer a more consistent approach to complaints handling to ensure that concerns are dealt with by the right organisation.

The plans will be available to the public on Thursday next week, according to the council. They are part of a wider initiative to improve the UK’s system of dental regulation, which already saw case examiners introduced in November last year with the aim of streamlining the fit for practice process.

The GDC still receives a significant number of complaints unrelated to the clinician’s ability and should be dealt with in the practice. The new approach, the council said, is aimed at strengthening the current complaints system and removing barriers that currently prevent patients from making complaints on ground level. This way, more issues are to be solved between dental professionals and patients.

“Even with an increased focus on prevention, sometimes things will go wrong and a patient will wish to make a complaint,” GDC Chair Dr William Moyes said. “Patients find it difficult to navigate the current system, so more needs to be done to make it easier for patients to complain, making sure the complaint goes to the most appropriate organisation.”

“There are clear benefits for patients and professionals in a system which enables early, quick and low-cost resolution of complaints and disputes,” he added.

According to its figures, the GDC received a total of 2,786 complaints in 2015, of which 60 per cent were issued by patients. The current system, which lacks clarity and consistence, has been labelled as being too complex and confusing by dental professionals.

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