How we view complainants; an ethical dilemma?
Identifieur interne : 000217 ( Main/Exploration ); précédent : 000216; suivant : 000218How we view complainants; an ethical dilemma?
Auteurs : Alexander HoldenSource :
- Dental update [ 0305-5000 ] ; 2014.
Descripteurs français
- KwdFr :
- MESH :
- psychologie : Dentistes.
- éthique : Relations dentiste-patient.
- Attitude du personnel soignant, Communication, Concept du soi, Confiance, Déontologie dentaire, Désaccords et litiges, Humains, Personne humaine.
English descriptors
- KwdEn :
- MESH :
- ethics : Dentist-Patient Relations.
- psychology : Dentists.
- Attitude of Health Personnel, Communication, Conflict, Psychological, Dissent and Disputes, Ethics, Dental, Humans, Personhood, Self Concept, Trust.
Abstract
UNLABELLED
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.
CLINICAL RELEVANCE
This article is relevant to all dental professionals as complaints are an inevitability of practice.
DOI: 10.12968/denu.2014.41.3.227
PubMed: 24839710
Affiliations:
Links toward previous steps (curation, corpus...)
Le document en format XML
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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.</p></div><div type="abstract" xml:lang="en"><p><b>CLINICAL RELEVANCE</b></p><p>This article is relevant to all dental professionals as complaints are an inevitability of practice.</p></div></front></TEI><pubmed><MedlineCitation Status="MEDLINE" Owner="NLM"><PMID Version="1">24839710</PMID><DateCompleted><Year>2014</Year><Month>06</Month><Day>05</Day></DateCompleted><DateRevised><Year>2019</Year><Month>12</Month><Day>10</Day></DateRevised><Article PubModel="Print"><Journal><ISSN IssnType="Print">0305-5000</ISSN><JournalIssue CitedMedium="Print"><Volume>41</Volume><Issue>3</Issue><PubDate><Year>2014</Year><Month>Apr</Month></PubDate></JournalIssue><Title>Dental update</Title><ISOAbbreviation>Dent Update</ISOAbbreviation></Journal><ArticleTitle>How we view complainants; an ethical dilemma?</ArticleTitle><Pagination><MedlinePgn>227-8</MedlinePgn></Pagination><Abstract><AbstractText Label="UNLABELLED">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.</AbstractText><AbstractText Label="CLINICAL RELEVANCE" NlmCategory="CONCLUSIONS">This article is relevant to all dental professionals as complaints are an inevitability of practice.</AbstractText></Abstract><AuthorList CompleteYN="Y"><Author ValidYN="Y"><LastName>Holden</LastName><ForeName>Alexander</ForeName><Initials>A</Initials></Author></AuthorList><Language>eng</Language><PublicationTypeList><PublicationType UI="D016428">Journal Article</PublicationType></PublicationTypeList></Article><MedlineJournalInfo><Country>England</Country><MedlineTA>Dent Update</MedlineTA><NlmUniqueID>7805969</NlmUniqueID><ISSNLinking>0305-5000</ISSNLinking></MedlineJournalInfo><CitationSubset>D</CitationSubset><MeshHeadingList><MeshHeading><DescriptorName UI="D001291" MajorTopicYN="N">Attitude of Health Personnel</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D003142" MajorTopicYN="N">Communication</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D003220" MajorTopicYN="N">Conflict, Psychological</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D003812" MajorTopicYN="N">Dentist-Patient Relations</DescriptorName><QualifierName UI="Q000941" MajorTopicYN="Y">ethics</QualifierName></MeshHeading><MeshHeading><DescriptorName UI="D003815" MajorTopicYN="N">Dentists</DescriptorName><QualifierName UI="Q000523" MajorTopicYN="N">psychology</QualifierName></MeshHeading><MeshHeading><DescriptorName UI="D034462" MajorTopicYN="Y">Dissent and Disputes</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D004990" MajorTopicYN="Y">Ethics, Dental</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D006801" MajorTopicYN="N">Humans</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D028723" MajorTopicYN="N">Personhood</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D012649" MajorTopicYN="N">Self Concept</DescriptorName></MeshHeading><MeshHeading><DescriptorName UI="D035502" MajorTopicYN="N">Trust</DescriptorName></MeshHeading></MeshHeadingList></MedlineCitation><PubmedData><History><PubMedPubDate PubStatus="entrez"><Year>2014</Year><Month>5</Month><Day>21</Day><Hour>6</Hour><Minute>0</Minute></PubMedPubDate><PubMedPubDate PubStatus="pubmed"><Year>2014</Year><Month>5</Month><Day>21</Day><Hour>6</Hour><Minute>0</Minute></PubMedPubDate><PubMedPubDate PubStatus="medline"><Year>2014</Year><Month>6</Month><Day>6</Day><Hour>6</Hour><Minute>0</Minute></PubMedPubDate></History><PublicationStatus>ppublish</PublicationStatus><ArticleIdList><ArticleId IdType="pubmed">24839710</ArticleId><ArticleId IdType="doi">10.12968/denu.2014.41.3.227</ArticleId></ArticleIdList></PubmedData></pubmed><affiliations><list></list><tree><noCountry><name sortKey="Holden, Alexander" sort="Holden, Alexander" uniqKey="Holden A" first="Alexander" last="Holden">Alexander Holden</name></noCountry></tree></affiliations></record>Pour manipuler ce document sous Unix (Dilib)
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