WHAT TO DO

When you receive a Notification from OHO/Ahpra

Do not panic.

More than 70% of notifications result in no further action by the relevant Board.

Review the correspondence carefully.

You will typically be invited to respond. Check for a due date for your response.

Call the Compliance and Advisory Team.

We will discuss your case confidentially and provide personalised support through the process.

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DID YOU KNOW?

Dental practitioners have one of the highest notification rates to the regulator when compared with all other registered health professions. In 2018, 3.8% of registered dental practitioners were the subject of a notification.

WHAT TO DO

When a patient complains

Dealing with a patient complaint can be difficult and confronting.

You are not required to resolve the complaint on the spot, but there are a few simple things you can do from the outset.

Acknowledge the complaint.

Contact the patient as soon as possible.

Demonstrate empathy.

Recognising that the experience has been distressing is not an admission of guilt.

Action.

Advise the patient you are committed to finding an outcome to the issues raised.

Take the time to respond properly.

Advise the patient you need time to investigate the issues. This might mean making enquiries with a colleague, specialist, or your professional association.

Call the ADAQ Compliance and Advisory Services Team.

We will talk you through the complaint management process and provide tailored advice and assistance.

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WHAT TO DO

When you receive a notice of demand on your insurance

There are strict timeframes for responding to a professional indemnity insurance claim. A notice of demand is typically made in one of two forms.

  1. An informal demand for a sum of money usually made by the patient by email or letter.
  2. A formal demand for compensation under the Personal Injuries Proceedings Act usually sent from a lawyer.

If you are not insured with ADAQ you can still call the Compliance and Advisory Team for guidance. However, you will need to notify your own insurer and follow their advice.

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DO YOU HAVE YOUR PROFESSIONAL INDEMNITY INSURANCE WITH ADAQ?

Notify the Compliance and Advisory Team as soon as possible. We manage the claim in-house on your behalf, so you do not have to deal with the insurer.

WHAT TO DO

When you receive a negative review

We understand it’s disappointing to receive a negative review online, such as a ‘google review’. Not only has a patient been dissatisfied with their dental experience, they have expressed this publicly. It can be particularly distressing if you feel the review is false and vexatious; and as you don’t have any control over platforms such as google.

The ADAQ Compliance & Advisory Services team have some advice on how you can manage a negative google review.

If you have any questions

Contact the ADAQ Compliance & Advisory Services team via email at: [email protected]

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Beware of the guarantee in providing dental treatment

By Bridget Wall

There has been an alarming rise in the number of claims for compensation being brought against dental practitioners which contain allegations of not only a breach of duty and negligence but also contain allegations of breaches of the consumer guarantees provided und...

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