Dental complaints are on the rise, with statistics from the Dental Complaints Service showing a 133% increase in private complaints. Many dental professionals worry that notifying their dental indemnity providers about patient complaints – no matter how minor – will negatively impact their policies or cause premiums to rise. This concern often leads to hesitation or even downplaying complaints as not being “real” issues.
However, the reality is that promptly notifying your dental indemnity provider of any patient complaint, even something as small as a refund request or a demand for compensation, will not affect your dental indemnity premiums. What’s crucial is that failure to notify us means you are not complying with the terms and conditions of your policy. It is essential to report every patient complaint, regardless of how insignificant it may seem.
This anxiety around notification often stems from past experiences with discretionary indemnity providers, who sometimes refused to renew policies simply because a client sought legal advice – even if no formal claim was made.
At All Med Pro, our approach is different. Our policies now cover innocent and accidental late notifications of complaints or claims. Plus, you have access to free advisory support, and seeking advice will not impact your premiums. This means you are comprehensively protected.
Why Early Notification Protects Your Dental Indemnity Cover
While most patient complaints are minor and easily resolved, failing to report them can have serious consequences if they later escalate into formal claims. In such cases, your insurer could decline cover on the grounds of late notification – even if the issue seemed trivial at first. Minor issues can sometimes escalate months or even years later.
Most complaints that are reported immediately are resolved at the complaint stage and never become formal claims. For those that do escalate, insurers appreciate early notification, as it helps avoid complications related to late reporting.
Even if you’re uncertain whether you should notify us about an incident, it’s always better to be cautious and let us know.
Benefits of Early Notification
When you notify All Med Pro right away about a possible complaint, we’ll send you a short information template to complete. Once we receive your response, we’ll notify your insurer, but this will be logged as a “notification” only – not a formal claim.
Our in-house team of Senior Dento-Legal Advisors is available to provide expert advice and assistance, helping you resolve matters quickly and professionally.
What If You Have Your Own Complaints Process?
As more dentists join larger corporate enterprises, robust internal complaint-handling procedures are becoming common. This sometimes means we aren’t notified until a complaint has escalated.
However, it is imperative that your own dental indemnity insurers are notified as soon as a patient complaint is received, to comply with your policy’s terms and conditions. Even if your internal procedures advise otherwise or the matter has been referred to an associate’s indemnity, keeping your insurer updated means you’re covered if the complaint escalates further.
Claims Processes and Timescales
If a patient complaint later becomes a formal claim, insurers will appoint solicitors. The initial stage involves checking your dental indemnity cover and ensuring policy conditions have been met. This process can take several months, but it is standard procedure and not a cause for concern.
The All Med Pro claims process aims to make it as simple as possible for you:
1) Initial Communication
If you receive communication from a patient, the GDC, or become aware of a potential employment or contract dispute at your practice, please refrain from responding before you speak with us.
2) Notification to All Med Pro
When you reach out to the team, we will assess the circumstances and wherever possible, take immediate steps to deliver an effective resolution. By addressing concerns early, we aim to minimise disruption and help you move forward with confidence.
3) Escalation to our Senior Dento-Legal Team
If the situation requires further expertise, your case will be escalated to our inhouse dental-legal team. Our expert and highly skilled team is dedicated to ensuring that all aspects of your case are handled with care. From here, they will take the lead in guiding you through the next steps.
4) Comprehensive Support
The dento-legal team will provide dedicated and tailored assistance by drafting detailed response letters, offering thorough general advice (including risk management strategies) and working collaboratively with you to achieve a fair and satisfactory resolution to your case.
5) Formal Claim
If a formal claim is brought against you, we will report this to your insurers on your behalf who will then work with our inhouse dento-legal team and trusted solicitors ensuring that all aspects of your claim are managed with professionalism and care until resolution.
Dental Indemnity Done Right With All Med Pro
As dedicated healthcare professionals, dentists face unique challenges and risks in their profession. Whether you’re a seasoned practitioner or just starting your dental career or practice, having the right insurance coverage is crucial to protect your profession, patients, and financial stability.
At All Med Pro, we understand the intricacies of the dental industry, and we’re here to help you navigate the complex world of dental insurance. Explore our expert insights, find tailored insurance options, and gain the peace of mind you need to focus on providing exceptional care to your patients.
To find out more or to speak with our team, get in touch with us today on 0203 757 6950, or email newbusiness@allmed.co.uk.
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