The impact of patient's complaints on New Zealand dentists

This study aimed to investigate the impact of receiving a patient complaint on dentists in New Zealand.

A qualitative research method was chosen to investigate the experience of dentists in receipt of a complaint. Nine dentists practising in New Zealand who had received complaints from a variety of sources were interviewed. All volunteered having responded to requests and advertisements seeking participants for the study. In-depth interviews with line-by-line transcript analysis allowed the discovery of themes and subthemes related to the impact of complaints.

Receiving a complaint was a stressful experience for these dentists. Anxiety, loss of confidence, fear of loss of income and altered relationships with complainants characterised respondents' personal responses. Dentists were distracted from family time by the complaint, and their families experienced upset and anxiety. Anxiety spread within the practice to colleagues and staff. Respondents and their staff had to cope with difficult and at times abusive behaviour from complainants and their families. Dentists reported feeling helpless, struggling with lack of timeliness, the need for a satisfactory and meaningful resolution and the impact of third parties, particularly in the genesis of the complaint. They were aware of costs incurred by patients. They sought meaningful support but sometimes late in the process. For these respondents the complaint led to few changes in their practice.

Receiving a complaint is a stressful experience and dentists need appropriate emotional as well as legal support. The responsibility for this lies with the wider profession.