Читать книгу Questions and Answers for Dental Nurses - Carole Hollins - Страница 24

For each of the following complaints handling questions, select the single most appropriate answer from the option list. Each option might be used once, more than once or not at all.

1 Acknowledgement

2 Appeal

3 Investigation

4 Records

5 Report

6 Responsibility

7 Timescale

1 A patient has made a complaint to the dental workplace after stating he tripped on a loose piece of carpet in the waiting room and sprained his wrist while preventing himself from falling. The complaints manager has written to the patient denying the complaint and refusing a refund, as the incident was unwitnessed. Which one of the options listed is the stage of the complaints procedure that should be followed by the dissatisfied patient?

2 In line with the complaints handling policy of the dental workplace, information should be on display so that a patient is aware of the name of the person to whom they should address a complaint. Which one of the options listed is the stage of the complaints procedure that requires this information to be available?

3 During an in‐house complaints procedure, conclusions will be reached that either there is no basis for the complaint, or that no blame is attributable, or that blame is attributable. Which one of the options listed is the stage of the complaints procedure that should state this information?

4 A patient has made a written complaint stating that she is unhappy with the new upper denture recently provided by the dental practice as it is very loose and tends to fall out when she is speaking. She has requested a full refund of the cost of the denture but 3 weeks later has had no response from the practice, so decides to complain to the Commissioning body instead. Which one of the options listed is the stage of the complaints procedure that the practice has failed to abide by?

5 While following the in‐house complaints procedure, a patient is invited into the dental workplace to discuss an issue with the complaints manager following her complaint of a staff member being rude to her after she arrived late for a previous treatment appointment, due to heavy traffic. Which one of the options listed is the stage of the complaints procedure that is being undertaken in this scenario?