[Complaints about dental treatment: solving 2 practice dilemmas]

As far as we know, very little has been published in dental literature on how patients' complaints about their dentist's treatment are assessed and what methods are used to try and resolve these complaints with the accused dentist. On the basis of 2 cases, a successful strategy of dental advisers is outlined. How they developed a strategy to resolve the complaint satisfactorily, drawing on knowledge of the use of conversation techniques, with the accused dentist is emphasised. Early on in the conversation, it is particularly important for advisers to understand and sense the often quite emotional state of mind of the dentist. Thereafter, an account of the facts can be formulated and a strategy can be developed for assessing and possibly resolving the patient's complaint.