Why are patient complaints becoming more common?
Patients are increasingly aware of their rights, supported by organisations such as the GDC, CQC and the Dental Complaints Service. As a result, complaints are a growing reality for all practices.

Should practices aim to eliminate complaints altogether?
Not necessarily. Complaints are inevitable – the key is how they are managed. With the right mindset and communication, they can be handled calmly, fairly and efficiently.

What are the most common causes of complaints?
Fees, treatment outcomes and communication are the most frequent triggers. However, dissatisfaction with how a complaint is handled often becomes a bigger issue than the original concern.

How can teams prevent complaints from escalating?
Listening is crucial. Patients need to feel heard and reassured that their concerns will be taken seriously. Responding calmly, rather than reacting defensively, can prevent situations from worsening.

What’s the best way to handle complaints in the moment?
Avoid trying to resolve issues on the spot, especially in busy or public settings. Instead, acknowledge the concern, reassure the patient and follow up once the situation has been properly reviewed.

Why is communication so important?
Tone, language and timing can significantly influence how a patient reacts. Strong communication skills, including empathy and emotional intelligence, help de-escalate situations and build trust.

Can you show empathy without admitting fault?
Yes. Acknowledging a patient’s experience and apologising for their dissatisfaction does not mean accepting blame - it demonstrates understanding and professionalism.

How should teams support clinicians involved in complaints?
Complaints can be stressful and feel personal. Having clear processes and a designated team member manage complaints helps support clinicians and ensures consistency.

How can complaints be used positively?
Complaint data can highlight patterns and areas for improvement. Regular reviews, audits and team discussions help practices learn, adapt and prevent similar issues in future.

What is the key takeaway for dental teams?
With preparation, clear protocols and strong communication, complaints don’t need to be feared. Managed well, they can strengthen patient relationships and boost team confidence.

Lisa Bainham is Chairperson of the Association of Dental Administrators and Managers (ADAM) and a dental compliance and practice management expert, supporting practices across the UK with complaint handling and team training.