Dental complaints handling — ORE Part 1 MCQ

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ModerateDental Public Health, Ethics, Law and Infection ControlDental complaints handlingORE Part 1

A patient complains that a crown shade does not match and asks how to raise concerns formally. The dentist feels the shade is acceptable but the patient remains unhappy. The practice has a written complaints policy. What is the most appropriate action?

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Correct answer: D — Acknowledge the complaint and provide the practice complaints procedure

The correct answer is D. UK dental regulation requires all practices to have and follow a formal complaints procedure (GDC standard and NHS requirement). Regardless of the dentist's clinical opinion on shade acceptability, the patient has a right to complain and must be provided access to the complaints process with acknowledgement. This should occur within two working days ideally. Option B (refusing to see the patient) escalates the conflict and risks regulatory sanction. Option E (deleting records) violates data protection and record-keeping law. Option A is factually incorrect—complaints can be raised at any time post-treatment. Option C (social media disclosure) breaches patient confidentiality and is wholly inappropriate.

Reference: General Dental Council. Complaint Handling Guidance. https://www.gdc-uk.org/information-standards-guidance/standards-and-guidance/complaint-handling (2019, updated current). Principle 5: Have a clear and effective complaints procedure.