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Complaints Procedure Requirement — ORE Part 1 MCQ

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EasyBehavioural Sciences & EthicsComplaints Procedure RequirementORE Part 1

A dental practice receives a complaint from a patient about unsatisfactory treatment. According to GDC Standards, what must the practice have in place?

Educational content. Not a substitute for clinical judgement or local policy.

Reveal the answer and explanation

Correct answer: B — A clear and effective written complaints procedure readily available for patients

GDC Standard 5.1 is explicit: dental professionals must ensure there is an effective written complaints procedure readily available for patients and follow it at all times. The procedure must be written, accessible, and consistently followed. Option B correctly reflects this mandatory Standard. Option D is incorrect because insurance does not replace the requirement for an internal complaints procedure. Option A contradicts the Standard's requirement for a written procedure. Option E wrongly suggests CQC is the first point of resolution (complaints must be handled by the practice first). Option C ignores the mandatory nature of Standard 5.1—complaint handling must be formal, systematic and consistently applied, not discretionary. This is a foundational GDC Standard applicable to all registered dental professionals.

Reference: General Dental Council. Standards for the Dental Team. Standard 5.1: Have a clear and effective complaints procedure. https://www.gdc-uk.org/DownloadHelper.aspx?docID=b3fb1d71-b8d8-467d-9f63-1a5dac5e62f1