The Dental Complaints Service (DCS), a free and impartial service funded by the General Dental Council (GDC), has published its review of 2023 and 2024. DCS operates independently and provides a complaints resolution service in private dental care across the UK.
Michelle Williams, Head of the Dental Complaints Service (DCS), said: “Our latest review provides a comprehensive picture of our activities over the past two years, including the substantial increase in enquiries and cases we’ve managed. Despite seeing unprecedented demand with more than 1000 new cases opened and nearly twice as many cases resolved in 2024 compared to 2023, I’m pleased that our commitment to local resolution meant that 64% of all cases were resolved directly by dental professionals without any direct contact from the Dental Complaints Service. This shows the profession’s commitment to resolving complaints quickly and effectively.”
“We acknowledge the observations made by the DDU regarding the increase in fitness to practise referrals. While there has been an increase in numbers from 16 to 59 referrals, this represents just 6% of all cases resolved by DCS and should be viewed in the context of our significantly increased activity levels. The changing dental landscape, with more patients turning to private care amid ongoing access challenges, has inevitably led to more complaints reaching our service. Our data shows an 11% increase in access-related complaints and a 4% rise in cases concerning professionals’ conduct and communication.
“We remain committed to maintaining our independence and impartiality, serving both patients and the dental profession with equal consideration.”
Commenting on the review, John Makin, Head of the DDU, said: “The DDU wants to once again recognise the positive work of the Dental Complaints Service (DCS). However, we would reiterate that, as the GDC is not a complaint-handling body, it is important that those making a complaint continue to be signposted accordingly. It is disappointing that the recent trend of a reduction in the percentage of closed cases resulting in an FtP referral to the GDC, which was indicative of a more proportionate approach, has reversed. This is against a backdrop of a 137% year on year increase in new cases opened by the DCS and a 384% increase in cases due to complaints about access to dental care, statistics which highlight the challenging environment the profession is currently operating in.
“As the DCS continues its work to gain the confidence of both the profession and the public; it must strive to be seen as an independent and impartial body.”
Read the review here: https://www.gdc-uk.org/docs/default-source/reports-and-publications/dcs-review-2023-and-2024.pdf?sfvrsn=e292017d_3/DCS-review-2023-and-2024
