Handle a dental patient complaint

Acknowledge, look into it and reply in writing within your complaints policy.

1. Log the complaint
2. Acknowledge within three working days
3. Read the clinical notes
4. Tell the indemnity provider early if a claim is possible. Most people forget this: Late notice can affect cover
5. Write the reply
6. Approve the reply (Practice owner signs off)
7. Explain how to go to the Ombudsman or the Dental Complaints Service

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