Can you hear me?

The first CQC outcome of the 16 that apply to dentistry (18 if you include fees and the statement of purpose) is that of, ‘Respecting and involving people who use services’. The immediate response is often, ‘So let’s have a patient questionnaire or a scheme using a suggestion box’ and, of course, there is a place for both which yield valuable, structured and formal feedback.

However, alongside these, it is possible to have more informal and less overt tools such as active listening. Patients may sometimes make a comment which, if taken at face value is benign, but on probing can reveal a concern that might require remedial action. For example, the question, “Do I have to see the hygienist again?” can simply be answered by ,“Yes, you do have some problems with your gums and so they need to see you every 3/6 months”. However, an alternative reply could be, “I hope you don’t mind me asking, but would it concern you if you had to see the hygienist again?” If the answer is that the previous visit was perhaps painful or that the cost was an issue, then these matters can be addressed and appropriate steps taken to try and overcome any difficulties.

The use of active listening is helped by tools such as a frequent comments log that records remarks made by various patients either in person or on the phone, which tend to be repeated and thus have a recurring theme. Again, these can be investigated and measures taken to address any shortfalls.

To complement the frequent comments log, which is normally held at reception, it is relatively straightforward to set up an adverse report diary in each surgery room. This is a simple log that works on a ‘by exception’ basis and only records events of reasonable significance that have had a negative impact on the patient. It could include a variety of things from laboratory work not being back on time, to a patient not being satisfied with their treatment.

The main thing is to look for trends and to use the feedback in a positive and constructive manner to try and improve the patient’s experience at the practice. And, when the CQC inspector calls, you will have some evidence on how you are being proactive in a routine and ongoing manner in this area.

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