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Related Experiment Videos

[Complaints about dentists].

G ter Horst, G Boon

    Nederlands Tijdschrift Voor Tandheelkunde
    |July 1, 1989
    PubMed
    Summary

    Most dental complaints stem from treatment issues and poor communication, with a significant portion resolved informally. Prevention through better patient information and open complaint handling is crucial for dentists.

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    Community dentistry and oral epidemiology·1996

    Area of Science:

    • Dental Public Health
    • Healthcare Management
    • Patient Advocacy

    Context:

    • Analysis of patient complaints lodged with the Dutch Dental Association between 1983-1986.
    • Content analysis of 3,000+ letters detailing patient grievances.
    • Examination of complaint trends, resolution methods, and disciplinary actions.

    Purpose:

    • To analyze the nature and trends of dental complaints over a four-year period.
    • To identify the primary causes of patient dissatisfaction with dental care.
    • To evaluate the effectiveness of complaint resolution processes and sanctions.

    Summary:

    • Two-thirds of complaints concerned dental treatment (crowns, bridges) and practitioner behavior; 20% related to fees; 9% to communication.
    • At least 30% of all complaints were rooted in communication failures between dentists and patients.
    • While fee-related complaints decreased and second opinion requests increased, most cases were resolved informally, with about half of officially handled complaints being substantiated.

    Impact:

    • Highlights the critical role of effective dentist-patient communication in preventing complaints.
    • Suggests that redressment and warnings are common sanctions, while suspension or expulsion are rare.
    • Emphasizes the need for improved patient information and transparency in complaint handling to enhance dental care quality and patient trust.

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