[Complaints about dentists].

Abstract

Complaints against dentists can be lodged with the Dutch Dental Association. A content analysis was made of complainers' letters received in the years 1983-1986. Two third of the complaints concern dental treatment-especially crowns and bridges and careless behavior, 20% are about fees, 9% about communication and information and 3% are complaints from other dentists. Of all complaints at least 30% are rooted in a faulty communication between dentist and patient. Complaints about fees have strongly diminished, complaints about a second opinion have increased significantly. Most cases are resolved informally. Almost half of the complaints officially delt with is (partially) substantiated. Redressment of done injustice often is the imposed sanction, sometimes combined with a warning. Reprimande, suspension or expulsion are seldomly imposed. The authors stress the importance of prevention of complaints by better informing patients as well as more openness on dealing with complaints.