Who is typically responsible for investigating patient complaints in a dental practice?

In a dental practice, the investigation of patient complaints is generally handled by a designated complaints handler, often the practice manager. This role is crucial because the practice manager is specifically trained in handling complaints systematically and ensuring that each issue is dealt with in a thorough and professional manner. They can provide a neutral perspective, follow procedures set by the practice, and ensure that any necessary actions are taken to address the complaint appropriately.

While anyone who hears a complaint could theoretically begin the process of resolving it, having a specific individual or role dedicated to handling complaints ensures that there is consistency, compliance with protocols, and thorough follow-up. This method helps in maintaining patient trust and satisfaction, as well as adhering to regulatory requirements related to patient care and service quality.

Involving the dentist directly for all patient complaints may not be practical, as it can distract them from their primary clinical responsibilities. Similarly, expecting patients themselves to resolve issues is not feasible, as it places an undue burden on them and can lead to unresolved dissatisfaction.