From: The impact of a formal complaint on Dutch dentists’ professional practice: a survey study
RBR/SBR or with-drawn | CKC | Total | |
---|---|---|---|
A personal professional practisinga | |||
pThe complaint was a signal to improve/do things differently (‘wake-up call’) | 41 % | 37 % | 39 % |
nThe complaint was a blemish on my good reputation as a dentist* | 29 % | 44 % | 35 % |
nI started frequent ‘checking and double checking’ during treatment | 19 % | 22 % | 20 % |
nTo me the complaint felt like a personal let down | 17 % | 17 % | 17 % |
nI became unsure in my professional functioning | 16 % | 19 % | 17 % |
nI became unsure when rendering certain (types of) treatment | 9 % | 15 % | 12 % |
nI try to avoid/no longer do certain treatment | 9 % | 14 % | 11 % |
nI felt indignation, anger, injusticeb | 11 % | 8 % | 10 % |
nI am more distrustful, cautious, insecure, selective towards patientsb | 5 % | 6 % | 5 % |
-other | 13 % | 9 % | 11 % |
n | 181 | 109 | 290 |
B attitude and/or feeling of dentists towards patients, colleagues and/or staff)a | |||
nStarted seeing every (new) patient as a possible risk* | 38 % | 55 % | 44 % |
pThe complaint has taught me to recognize dissatisfaction of patients earlier | 34 % | 22 % | 29 % |
nBecame more reserved when dealing with (certain similar) patients | 26 % | 32 % | 28 % |
nLeft dealing with certain patients if possible to colleagues or associates | 9 % | 9 % | 9 % |
pTried to recognize risky patients better (contact, treatment)b | 5 % | 5 % | 5 % |
nHad less patience in contacts with patients | 4 % | 4 % | 4 % |
nFelt insecure in my professional functioning towards colleagues or associates | 8 % | 8 % | 8 % |
nFelt frustrated by disloyal behaviour from colleagues (who caused complaint)b | 2 % | 5 % | 3 % |
nFelt towards my associates that my ‘authority’ as a dentist was undermined | 2 % | 5 % | 3 % |
nHad less patience in contacts with colleagues or associates | 1 % | 2 % | 1 % |
-Other | 17 % | 16 % | 16 % |
n | 131 | 82 | 213 |
C mental and/or physical well-beinga | |||
nI had feelings of anger and/or aggression | 57 % | 47 % | 53 % |
nI felt powerless | 44 % | 52 % | 47 % |
nI had sleep disorders* | 22 % | 34 % | 26 % |
nI became suspicious of other people | 22 % | 18 % | 20 % |
nI felt (continually) scared, tense or tired/stressed* | 14 % | 27 % | 19 % |
nIn the morning I (often) went to work reluctantly | 14 % | 17 % | 15 % |
nI considered to quit work entirely | 10 % | 17 % | 12 % |
nI had physical complaints, such as heart palpitations, headaches, sickness | 8 % | 11 % | 9 % |
nI was afraid of getting a nervous breakdown | 5 % | 8 % | 6 % |
- Other | 10 % | 13 % | 11 % |
n | 158 | 90 | 248 |