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DCS solving complaints ‘within days’

18th December 2007

The Dental Complaints Service (DCS) has announced that most complaints lodged with it are resolved within three working days.

It reported that nearly 1,600 complaints were lodged with the service during its first year and that more than half were resolved over the phone.

Derek Prentice, chairman of the DCS, said it is vital to resolve complaints quickly as otherwise those involved tend to be less satisfied with the outcome.

“Resolving complaints successfully is a crucial test for a profession. Through the GDC, the dental profession has risen to the challenge – at least, where private dental care is concerned,” he claimed.

Mr Prentice urged the NHS to follow the lead set by the private sector.

In the past, the DCS has explained that resolving a complaint could result in a refund or payment towards remedial treatment. However, it also explained that on many occasions its work could involve explaining to the patient why their complaint is not justified.

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