How to report a dental professional to us

This leaflet explains what to do if youre unhappy with the way a dental professional has treated you

www.gdc-uk.org

Our role

We, the General Dental Council, are the UKs dental regulator. Our role is to protect dental patients. We were set up by Parliament but are independent of the Government and the NHS. By law, dental professionals (both NHS and private) must be registered with us to work in the UK. We regulate all dental professionals: Clinical dental technicians Dental hygienists Dental nurses Dental technicians Dental therapists Dentists Orthodontic therapists Professionals on our register must meet our high standards. They are expected to: Make a commitment to patient confidentiality. Make sure patients give their consent to all treatment. Give patients ways to raise concerns or make a complaint. Make arrangements so that patients can claim any compensation they may be entitled to. Take part in ongoing education and training. Make decisions that are in the best interests of patients. Tell us about any health issues which could affect their work. Work effectively as a team. We take action when our standards arent being met.

What can I do if Im concerned that a dental professional is not fit to do their work?
We will investigate any concerns that a dental professional is falling short of our standards and may not be fit to work as a dental professional. If the situation is serious enough, we can restrict or take away their right to work in the UK. Our procedures are designed to protect patients and be fair to the people involved. Rules and guidance set out how we deal with concerns about a dental professionals fitness to practise (that is, whether they are fit to work in their role as a dental professional). You can find the rules and guidance on our website at www.gdc-uk.org. Our services are free we pay all the costs of the investigation.

What kinds of concerns cant you look at?

Before you contact us, you should know that there are some things we cant look at. For instance, we wont be able to help if you want compensation. Only the courts can award compensation. Other organisations may be able to help you if we cant. For example, the Dental Complaints Service helps private patients and professionals settle complaints. You can phone the Dental Complaints Service on 08456 120 540 or send an email to info@dentalcomplaints.org.uk. You can get a list of other advice and support organisations from our website. If you have a problem with a dental professional but are not sure who can help, please contact our customer advice team. Email: information@gdc-uk.org Phone: 0845 222 4141 Our advisers will explain the different options you have, which may include suggesting other organisations which might be able to help.

What can I do if my concern isnt a serious concern about a dental professionals fitness to work?
Your dental practice will have its own complaints procedure that can deal with most issues. If you dont think the matter is serious enough to mean that the professional is not fit to work in their role, going through that complaints procedure may be the best way to solve the problem, so speak to them about the matter first.

What should I report to you?

If you think somebody may not be fit to do their work because of something they have done, their professional skills or their health, you should report this to us. Examples of things you might report to us include the following. Very poor treatment. Failure to get a patients consent (permission) for treatment. Not having professional indemnity insurance. Cross-infection issues (for example, using dirty equipment). Sexual assault or abuse. Being under the influence of drink or drugs. Fraud or theft.

How do I report a concern to you?

You can report a concern on our website. If you would prefer to contact us by post or email, there is a form at the back of this guide. The forms help us to get as much relevant information as possible. You can email the form to fitnesstopractise@gdc-uk.org or post it to: Fitness to Practise Team General Dental Council 44 Baker Street London W1U 7AL It is very helpful if you type out your concerns rather than writing them out by hand. The form asks you to include the following. Your name, address and contact details. The full name and address of the dental professional. The dental professionals registration number (you can find this from our website or call us). An explanation of what happened and the date it happened. Your view on what the dental professional has done wrong or in what way is not fit to practise. Any other relevant information, such as treatment plans and letters from the dental practice (preferably copies rather than originals).

What happens next?

As soon as we have enough information, we will look into your concern and consider whether we need to carry out an investigation. If we decide to take your complaint forward, we will give you the name and contact details of the member of our staff who will deal with your case. This person is known as your caseworker. They will tell you about the procedure for considering your concern, let you know the timescales involved and update you on any decisions made at each stage. The stages of the procedure are shown on the following page. However, you should bear in mind that the Interim Orders Committee can restrict or suspend a dental professionals right to practise at any stage.
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Stage 1
We will consider your complaint and decide whether we can deal with your concern. At this stage we may ask for extra information to help us to assess your complaint.

We can deal with your concern We will ask you for permission for us to go ahead and to show your complaint to the dental professional. Your complaint will be referred to a caseworker to consider your concerns.

Stage 2
Your caseworker considers your complaint and decides whether we should proceed to the next stage.

We should proceed When your caseworker has all the necessary information, they will refer the matter to the Investigating Committee. We will ask the dental professional for a written response to your complaint. We will send this to you for your comments.

Stage 3
The Investigating Committee looks at all the information provided to decide whether the matter needs to be considered at a public hearing. The dental professional will be asked to send us a written response to your complaint. We will send this to you for your comments. You and the dental professional do not attend the Investigating Committees meeting.

The matter does need to be considered at a public hearing The Investigating Committee refers the matter to a practice committee.

Stage 4
The practice committee holds a public hearing to decide whether we need to take action against the dental professional. You may have to attend the hearing to give evidence. If this is the case, we will give you further information on the process.

The Practice Committee decides we need to take action We can: strike them off our register so that they cannot work as a dental professional at all; suspend them for a set period of time; set conditions which restrict their work; or give them a reprimand (formal statement of our disapproval).
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If you are not sure if we can help, please contact our customer service team as follows. Write to: Customer Advice and Information Team General Dental Council 37 Wimpole Street London W1G 8DQ. Phone: 0845 222 4141 Email: information@gdc-uk.org If you want to report a dental professional, please do so on our website or by filling in the form at the back of this guide and sending it to: Fitness to Practise Team General Dental Council 44 Baker Street London W1U 7AL Email: fitnesstopractise@gdc-uk.org Fax: 020 7009 2751 If you have hearing difficulties, you can contact us by textphone. The number is: 18001 020 7887 3800.

March 2013

Reporting a dental professional

We are here to protect dental patients. If you are concerned that the treatment you have received is below the expected standard you can use this form to report the matter to us. Anyone can report a concern to us, but we only deal with certain types of complaint. Before getting in touch, please read How to report a dental professional to us which explains what you can report to us and the types of concerns we can handle. Part 1 About you the person filling in this form

Title ................ First name ........................... Last name .............................. Address ........................................................................................................ ..................................................................... Postcode ................................ Email address .............................................................................................. Contact phone number................................................................................. Are you making the complaint for yourself or on behalf of someone else? Self Someone else Go to part 2 Fill in the rest of this part with their (the patients) details

Title ................. First name ........................... Last name ............................. Address ........................................................................................................ ..................................................................... Postcode ................................ Email address .............................................................................................. Contact phone number.................................................................................

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Your relationship to them ............................................................................. Why aren't they making the complaint themselves?

Part 2

About the dental professional

Their name ................................................................................................... Their address ............................................................................................... ............................................................................... Postcode ...................... Their registration number (if you know it) .....................................................

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Part 3

About the complaint

What happened and when? (Continue on a separate sheet if necessary.)

What, in your view, has the dental professional done wrong?

(Continue on a separate sheet if necessary.)

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www.gdc-uk.org

What action has been taken so far?

(Continue on a separate sheet if necessary.)

Part 4

Signatures

Your signature .............................................................................................. Date ..............................................................................................................

Please send this form to: Fitness to Practise Team General Dental Council 44 Baker Street London W1U 7AL

March 2013

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