Mediation--the Malaysian Dental Association experience.
OBJECTIVE
To study the success and failures of the mediation process of complaints from 2004-2007 by the Complaints Bureau Steering Committee and the Public Complaints Bureau Committee of the Malaysian Dental Association (MDA).


METHODS
Retrospective analysis of complaints from the records at the MDA.


RESULTS
There were 41 cases during the three years, most involved surgical procedures (9), endodontics (9), miscellaneous (8), orthodontics (6), restorative problems (6) and prosthetics (2). Chinese patients made the most complaints (67%) followed by Malay patients (23%), foreigners (7%) and Indians (3%). 69% of the cases where against dentists working in the Klang Valley, 14% in Johore and the rest in various part of the country. 69% of the cases were successfully mediated, 10% unresolved and the 21% are in various stages of mediation.


CONCLUSIONS
It is heartening to report that the MDA has successfully mediated in a sizeable number of the complaints which are increasing yearly.
Purmal
Kathiravan
K
Department of General Dental Practice and Oral & Maxillofacial Imaging, Faculty of Dentistry, University of Malaya, Kuala Lumpur, Malaysia. drkathi@um.edu.my
Nambiar
Phrabhakaran
P
D005006:Ethnicity; D006801:Humans; D008296:Malaysia; D008318:Malpractice / Q000706:statistics & numerical data*; D017008:Negotiating; D011365:Professional Practice Location; D012189:Retrospective Studies; D012308:Risk Management; D012953:Societies, Dental / Q000458:organization & administration; D013039:Specialties, Dental