title: [Dentists' judgement of the complaint procedure of the Royal Dutch Dental Association].
abstract: In 2013, to evaluate the functioning of the complaint procedure of the Royal Dutch Dental Association (KNMT), an anonymous, written survey was conducted among 955 dentists and dental specialists, for whom in the period mid-2008 to mid-2013 a complaint was handled. 413 (43%) participated in the study. 51% of them reported that the complaint was successfully mediated by the Regional Mediation Boards and the Specialist Mediation Board and 17% that the patient had withdrawn the complaint. For the remaining 32% the complaint was handled by the Central Complaint Committee, who determined that 13% was (partially) substantiated, 17% was not substantiated and 2% was settled. Generally, 79% of the dentists are (mostly) positive about the procedure of mediation, while 8% are neutral and 13% are dissatisfied about it. With regard to the complaints procedure this was 60%, 11% and 29% respectively. The judgment of the dentists about the Regional Mediation Boards and the Specialist Mediation Board and about the Central Complaints Committee is influenced by the success of the complaints procedure and by the impact of the complaint that was experienced. The emotional support of dentists during the complaints trajectory is one of the points requiring attention.
authors.forename: B A F M
authors.initials: BA
authors.lastname: van Dam
authors.forename: R C
authors.initials: RC
authors.lastname: Gorter
authors.forename: M A J
authors.initials: MA
authors.lastname: Eijkman
authors.forename: J J M
authors.initials: JJ
authors.lastname: Bruers
mesh_terms: D003695:Delivery of Health Care; D003812:Dentist-Patient Relations; D003815:Dentists / Q000523:psychology*; D034462:Dissent and Disputes; D005792:General Practice, Dental / Q000331:legislation & jurisprudence / Q000592:standards; D006801:Humans; D007879:Legislation, Dental / Q000706:statistics & numerical data*; D008318:Malpractice / Q000331:legislation & jurisprudence; D009313:National Health Programs; D017060:Patient Satisfaction; D011795:Surveys and Questionnaires