Two patient complaint case studies. Click on download to open.
Reviewer comments: Although presented in a basic SEA format this report provides a clear description of the event. It identifies the mistakes made and the impact these have had. It could have looked at the human factors in more detail. It shows good reflection and has appropriate actions in a plan.
This eSEA will be of help to a practice which receives a compliant from a patient, especially if this concerns a misunderstanding about the cost of treatment.
Reviewer comments: This is an extremely well-constructed eSEA. The dentist gives a clear explanation of what happened, the discussion is open and honest. The description of the impact felt by the dentist must mirror that which so many professionals have felt when faced with this situation. The whole report is written with a no blame approach, the reflection is excellent, and this leads to the identification of clear lessons learned and an excellent action plan noting the importance of good record keeping and checking understanding of communications between the patient and the practice.