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Table 4 Extent to which being confronted with a complaint has affected somewhat, largely or strongly (A) the personal professional practising of dentists, (B) the attitude and/or feeling of dentists towards patients, colleagues and/or staff and (C) the mental and/or physical well-being of dentists, related to the way in which the complaint was handled

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

  1. pConsidered as ‘positive’ impact
  2. nConsidered as ‘negative’ impact
  3. *Difference between dentists, according to the way in which the complaint was handled (RBR/SBR or withdrawn versus CKC), Chi Square test: p < 0.05
  4. aMore than one response allowed
  5. bSpontaneous response (expressed in respondents own words)