Notifiable events and complaint handling update
It is not uncommon for a patient to complain about dental treatment or their experience at a dental practice. The way this complaint is handled from the onset can make the difference between a smooth resolution or a litigious costly event, which may often involve regulatory intervention.
The following points are worth considering when dealing with a complaint.
- When do I have to notify a complaint?
- Any complaint a member receives is a “notifiable event” under the contract of Professional Indemnity (PI) insurance and advice on how to manage this should be sought from their PI provider. This information is clearly stipulated in the PI insurance policy.
- Members with Professional Indemnity cover with Guild Insurance are obliged to contact the ADAVB Community Relations Officers (CROs) when problems arise with dental treatment. The CROs are representatives of Guild.
- Are there any obligations regarding the management of complaints?
- The obligations are in accordance with the Health Complaints Act 2016 (Vic).
- The complaints handling standards and service charter has been recently revised to strengthen and improve the complaint handling systems across the Victorian health sector by the Health Complaints Commissioner.
- What are the key principles of the updated standards?
- To provide acknowledgment of complaints within three working days.
- Aim to resolve the complaint within 90 days.
- To provide regular updates to complainants on the progress of their complaint and explanation for any delay.
- Seek feedback to continuously improve the complaint process.
Whenever there is any concern about how to manage an issue with a patient, it is always best to contact the ADAVB CROs for assistance, or they can direct you to the appropriate entity that can help you.
We are here to help you.
Receiving a complaint can also be a very stressful time and for this reason you may want to access the counselling service available to ADAVB members. This can be done by phone or appointment. Telus Health support is available 24/7 on 1300 361 008.
Please see the links below for further information.
Dr Loula Konidaris
BDSc Master of Health and Medical Law (Melb)
ADAVB Community Relations Officer/ Professional Consultant (CRO/ PC)
Dr Loula Konidaris graduated with a BDSc from the University of Melbourne in 1989 and has worked in general practice since then. In 2019, she completed a Master of Health and Medical Law also at the University of Melbourne. She has been working as a CRO/ PC at the ADAVB on Wednesdays and Fridays for over six years, whilst continuing to work in private general practice. Dr Konidaris has presented at various CPD events and at the ADAVB Convention & Exhibition, mostly on regulatory matters.
