What is the appropriate first step for a dental nurse when handling a patient complaint?

The first step in handling a patient complaint is to listen to the patient empathetically. This approach is crucial because it helps the patient feel heard and valued, which can diffuse tension and demonstrate that their concerns are taken seriously. By actively listening, the dental nurse can gather important information about the complaint, understand the patient’s perspective, and build rapport. This empathetic engagement is vital in establishing trust, which can lead to a more constructive resolution to the issue.

In contrast, referring the patient to the dentist immediately may not allow sufficient time for the patient to express their feelings or concerns. Ignoring the complaint can exacerbate the situation and lead to further dissatisfaction. Documenting without discussion may ensure that the complaint is recorded, but it fails to address the patient's immediate emotional needs and can lead to a feeling of neglect. Thus, the empathetic listening approach not only prioritizes the patient's experience but also sets the stage for effective communication and resolution.