is b). The patient should be given information on the relevant body to whom he may make a formal complaint about the incident, the appropriate body being dependent on whether the workplace runs under the NHS or privately.2 The correct answer is f). The complaints policy should state the name of the ‘responsible person’ who ensures that the complaints procedure is followed correctly (usually a senior dentist) and the name of the complaints manager who receives all complaints. The name of the complaints manager must be displayed in a patient‐accessible area of the workplace.
3 The correct answer is e). A written report must be produced for the complainant stating the findings of the investigation into the complaint by the complaints manager, with the conclusion of the investigation stated as one of these three options. The report should be sent by recorded delivery to the complainant to ensure it is received.
4 The correct answer is a). The receipt of a complaint by the dental workplace should be acknowledged within a few working days, either in writing or by telephone and followed by a written acknowledgement.
5 The correct answer is c). The complaints manager must investigate the complaint thoroughly, by giving the patient the opportunity to describe what happened and ideally what was said during the incident. The member of staff should also have the chance to tell their version of events, either with or without the patient present.
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