I’ve received a new Complaint/Claim/Regulatory referral what do I do?
1. Acknowledge the complaint/claim/regulatory referral on receipt
2. Contact TDS ASAP
Either call us on:
0141 772 0178 (option 2) Mon to Fri 9am -5pm
OR
0141 772 0178 (option 2) 24/7 on our advisers out of hours line
OR
Email us: [email protected]
and one of our experienced staff will guide you through the next steps required.
Please DO NOT redact any documentation requested by TDS: It can be sent either through your secure NHS email, or you can encrypt the data you are providing us and send a follow up email with the required password to allow us access. Please be ensured all emails/info sent are received into a secure server.
TDS will manage your complaint/claim/regulatory referral from the outset. This allows us to shape an overall defence strategy that reflects your clinical history, your current circumstances and your future.
Info we require for a new complaint case:
• Are you the Principal or Associate?
• What are the full names of any other treating clinicians involved in patients' treatment
• When did you acknowledge the matter/ what are the deadline dates
• What is the patient’s full name
• Can you provide us with a copy of the written complaint/ or a contemporaneous note of verbal complaint or a copy of the social media post?
• Can you provide us with complete patient correspondence in relation to the matter, i.e. letters, email chains, telephone notes etc.
• The relevant parts of the clinical file including any relevant radiographs (dated), treatment plans & consent forms. We kindly ask that any clinical notes you send us are sent to us in a PDF/Word document format. We also ask that images are attached to the email rather than embedded into the email.
• Specifically, please provide us with a copy of your practice complaints policy so that we are aware of the deadline you are working towards
• Please provide your views on the matter and your proposed resolution.
Info we require for a new claim:
Please send us a copy of the claim/solicitor’s letter ASAP: we will set up a new case immediately and your dental/claims adviser will be in touch with the next steps required.
Info we require for a regulatory referral:
Please download a copy of any GDC correspondence and send us a copy ASAP - we will set up a new case immediately and your legal adviser will be in touch with the next steps required.
Timescales
When we have sufficient information, we will set up a new file with one of our advisers within 1 working day of receipt of all information received.
Please allow us to manage this for you.
We kindly ask our clients not admit liability or make any offers to settle without our prior written approval. This is to ensure the position is not prejudiced should the matter escalate later.
Our dental and claims advisers are all experienced in dental negligence, defence and negotiation. They act as negotiators and defenders; we are not a remote triage service. No issue is considered too trivial; early contact is encouraged so that concerns are managed promptly so clear & defensible plans can be put in place. Because TDS remains involved from the first complaint or concern through to the conclusion of any claim or regulatory matter, advice is consistent and grounded in an understanding of both dentistry and defence.
It is vital therefore, if you receive a complaint, claim or regulatory referral that you contact TDS ASAP and one of our experienced staff will guide you through the next steps required. This not only fulfils your GDC requirements (1.8.2) but also the policy requirements of the insurers.
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