Holden Alexander
Dent Update. 2014 Apr;41(3):227-8. doi: 10.12968/denu.2014.41.3.227.
All too often, those patients who complain are thought to be unreasonable. Healthcare professionals often feel that patients do not have an understanding of the pressures and hardships that they struggle with on a day-to-day basis. When a patient complains, it is seen by the professional complained about as a wholly negative event, leading to loss of confidence and leaving that professional feeling demoralized. Often complaints are due to a breakdown in communication. Sometimes a patient is unhappy with a treatment charge or simply there is a perception that he/she has been poorly treated. The General Dental Council and Primary Care Trusts (and now their successors) take a dim view of dental practitioners who deal with complaints poorly. This article sets out to offer a different perspective on complaints, so that the complaint system can be used to build trust between dental professionals and patients, instead of instilling demoralization and fear of litigation into those on the receiving end of a complaint.
This article is relevant to all dental professionals as complaints are an inevitability of practice.
常常，那些抱怨的患者被认为是不讲道理的。医疗保健专业人员常常觉得患者不理解他们日常所面临的压力和艰辛。当患者提出抱怨时，被抱怨的专业人员会将其视为完全负面的事件，导致信心丧失，并让该专业人员感到士气低落。抱怨往往是由于沟通不畅造成的。有时患者对治疗费用不满意，或者仅仅是感觉自己受到了不公正的对待。英国普通牙科委员会和初级保健信托机构（以及现在它们的继任者）对处理投诉不力的牙科从业者持否定态度。本文旨在提供对投诉的不同看法，以便投诉系统能够用于建立牙科专业人员与患者之间的信任，而不是让投诉的接收方感到士气低落和害怕诉讼。
本文与所有牙科专业人员相关，因为投诉是执业过程中不可避免的。
