Evolution of a dental complaint handout 

Key messages

•  Contact MIPS immediately for notification of any complaint or investigation: 24/7 dental-legal advice line 1800 021 223
• Quick action by you and the consideration of a refund might resolve the matter (refunds are excluded by the policy but are a valuable risk mitigation tool)
• Remember to never admit liability
• Manage any seperations professionally and know your rights
• Look after your personal health, do not stress and obtain advice from MIPS
• AHPRA is your regulator. Treat them seriously, act professionally and promptly as they can restrict or remove your ability to practice
• Remember the insurance requirements of duty of disclosure and cooperation. Failure to adhere to any requirements may lead to effecting your level of cover and assistance available
• Familiarise yourself with the Dental Board of Conduct found at www.dentalboard.gov.au/go to policies, codes, guidelines and FAQs

In summary:

• Good practitioners are not immune from complaints
• How you manage the complaint effects the outcome
• You may react negatively to complaints but maintain proper behaviour - do not get angry, agitated or rude
• You may also have self-doubts - that's why contacting MIPS promptly and talking to a peer can provide reassurance and instigate the right course of action