Which step follows the acknowledgment of a patient complaint?

After acknowledging a patient complaint, the next step is typically the investigation of the complaint. This step is crucial because it involves gathering all relevant information regarding the patient's experience and understanding the context of the complaint. It requires a thorough review of the circumstances surrounding the issue, including discussing with staff members involved, examining records, and reflecting on relevant policies or procedures.

Investigating the complaint helps to ensure that any response given to the patient is based on accurate information, allowing the dental practice to identify the root cause of the issue. This approach not only aids in resolving the current complaint but also helps to improve services and prevent similar situations from occurring in the future.

A formal response would be appropriate only after the investigation has informed the practice about the specific details and context of the complaint, ensuring that what is communicated to the patient reflects the findings accurately. Escalation to external bodies might happen if the complaint cannot be resolved internally or if it involves a serious issue that needs further regulatory attention, while resolution of the issue would follow the investigation and formal response. Thus, the investigation is the logical next step following the acknowledgment of a complaint.