The Irish Dental Association has launched the 2014 annual report of its dental complaints resolution service.
Commenting on the launch of the report, IDA chief executive, Mr Fintan Hourihan, says “last year saw a record amount of activity for the service meaning that patients and dentists benefitted from the resolution of complaints free, quickly and in an informal manner. They were not obliged to retain legal representation or to encounter lengthy and costly delays, so we like to think this is a win-win for dentists and patients”. A copy of the report is available to view here”
“The level of activity for the service has been consistently high. In 2013, the Service received 1,230 letters and 262 telephone calls, arising from which 130 complaints were received. In 2014, 384 calls were received and 1,250 emails from which 158 complaints emerged.
“The Dental Complaints Resolution Service was launched in May 2012 as an alternative means to handling complaints registered following receipt of dental care and treatment within the Republic of Ireland other than under the scope of the medical card (DTSS) or social insurance (DTBS) schemes. The service is a voluntary initiative promoted by the Irish Dental Association and is open to complainants and dentists without charge.”
“At the end of 2014, a review as commenced for consideration by the Board of Directors of the Irish Dental Association and the Council of the Irish Dental Union, with the objective of reviewing the operation of the Dental Complaints Resolution Service and to propose recommendations for change and improvement in its operation.”
“The review reflected interviews with a small number of individuals intimately acquainted with the operation of the Dental Complaints Resolution Service, the findings of a survey of private practice dentists conducted by the Association and a review of a sample of cases conducted with the kind assistance of two dentists, two DPL representatives and a senior official from the UK Dental Complaints Service.“
For the twelve months to March 2015, the www.dentalcomplaints.ie website attracted 17,439 visits or just under 60,000 hits.
We expect that extra resources will be needed to enable the Service cope with the increasing level of enquiries being received, lessons learned from the first-ever review and also reflecting best practice and good governance.
In the meantime, we are pleased to commend the service and to thank all who have contributed to its continued success.