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Mediation--the Malaysian Dental Association experience
Kathiravan Purmal1, Phrabhakaran Nambiar
1Department of General Dental Practice and Oral & Maxillofacial Imaging, Faculty of Dentistry, University of Malaya, Kuala Lumpur, Malaysia. drkathi@um.edu.my
International Dental Journal
|July 30, 2009
Summary
The Malaysian Dental Association (MDA) successfully mediated most dental complaints between 2004-2007. This review highlights the effectiveness of the MDA
Area of Science:
- Dental ethics and professional conduct.
- Healthcare dispute resolution.
- Patient-dentist relationship management.
Background:
- The Malaysian Dental Association (MDA) established committees to address patient complaints.
- Understanding the outcomes of these mediation processes is crucial for improving dental services.
Purpose of the Study:
- To evaluate the success and failure rates of the mediation process for dental complaints handled by the MDA from 2004 to 2007.
- To identify common complaint areas and demographic trends in dental disputes.
Main Methods:
- A retrospective analysis was conducted on complaint records maintained by the MDA.
- Data from 2004-2007 were reviewed to assess mediation outcomes.
Main Results:
- 41 cases were analyzed, with surgical procedures and endodontics being the most frequent complaint types.
- Chinese patients constituted the majority of complainants (67%).
- 69% of complaints were successfully mediated, 10% remained unresolved, and 21% were in progress.
Conclusions:
- The MDA's mediation process has demonstrated a significant success rate in resolving dental complaints.
- The yearly increase in complaints suggests a growing reliance on the MDA's dispute resolution mechanism.