3. The local written response
What a good letter does
- Thanks them for raising it and restates each point so they know you heard it
- Sets out the facts as you found them (dates, treatment, what was explained)
- Says what you accept, what you do not, and why — without sarcasm
- Apologises for the experience where that is right. In UK law an apology is not, by itself, an admission of legal liability
- Says what you will change (training, template, recall system)
- Says how to take it further if they remain unhappy (module 2)
If harm is alleged
Contact your indemnity organisation before you write a long speculative admission of legal fault. You can still set out the facts and apologise for distress.
If you need more time
Say so before your own deadline, with a reason and a new date. Silence is what drives escalation.
Next module
Module 2 covers NHS and private escalation, the Dental Complaints Service, the GDC, reviews on the internet, and how the practice learns.
Always follow your written procedure and current national complaints rules.