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Legal and Ethical Issues — 3: Complaints and professional conduct

1. Local complaints handling

2. If local resolution is not enough

3. Boundaries, advertising, social media and indemnity

Legal and Ethical Issues 3 – Assessment

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Legal and Ethical Issues 3 – Assessment

Legal and Ethical Issues — 3: Complaints and professional conduct
Legal and Ethical Issues 3 – Assessment

Answer all questions. Pass mark: 80%.

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Question 1 of 8

1. Question

A fair local complaints process should include:

Ignoring the complaint until the patient goes away
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Prompt acknowledgement, a fair look at the facts, a written response, and learning
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A sarcastic letter copying in the whole waiting room
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Deleting the clinical notes
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Question 2 of 8

2. Question

You should refuse to look at a complaint until an outstanding bill is paid. This is:

Required by GDC Standards
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Poor practice — quality concerns and fees are separate issues
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The only way to protect the business
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Mandatory under UK GDPR
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Question 3 of 8

3. Question

The Dental Complaints Service is mainly for:

Fitness-to-practise investigations of NHS fraud
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Helping resolve many private dental treatment and service complaints
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Issuing IR(ME)R entitlements
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Replacing CQC inspections
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Question 4 of 8

4. Question

The GDC’s primary role in a complaint is:

To refund private fees
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Public protection through regulation of professionals, not to re-do a filling as a first-line service complaint body
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To write the practice’s social media posts
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To set NHS band 2 prices
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Question 5 of 8

5. Question

If a complaint alleges harm, a sensible next step is:

Write a long legal admission without advice
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Contact your indemnity organisation early, and still respond courteously with the facts
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Shred the radiographs
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Call the patient a liar on Google
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Question 6 of 8

6. Question

Advertising that you are a “specialist” when you are not on the relevant GDC specialist list is:

Fine if you have done a weekend course
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Misleading and not acceptable
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Required for private conversion
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Only a problem in Scotland
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Question 7 of 8

7. Question

Posting a patient’s identifiable clinical photo on Instagram without a lawful, documented basis is:

Good marketing
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A confidentiality and data-protection failure
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Allowed if you hide the file under “close friends”
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Required by Outcome C
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Question 8 of 8

8. Question

Adequate indemnity or insurance is:

Optional if you only see family
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Required for the work you actually do, including extra services such as implants or facial aesthetics if you provide them
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Covered automatically by the practice Wi-Fi contract
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Only for dentists over 50
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