Dental Practice Patient Complaint Resolution Protocol

Create a comprehensive patient complaint resolution protocol. Practice name: [PRACTICE NAME]. Create: 1) Complaint receipt procedures (in-person, phone, email, online review), 2) Initial response scripts and timeline requirements, 3) Complaint documentation form, 4) Escalation matrix (when to involve doctor, manager, attorney), 5) Active listening and de-escalation techniques, 6) Common complaint categories and resolution frameworks (billing, wait time, treatment outcome, communication, staff behavior), 7) Service recovery options by complaint type, 8) Follow-up procedures, 9) Complaint trending and analysis template, 10) Staff training on complaint handling, 11) When to offer refunds or adjustments, 12) Documentation requirements for legal protection, 13) Converting complaints to positive reviews, 14) Patient dismissal criteria and procedures. Tone guidance: Empathy first, solution-focused, professional. Include: Sample response emails, role-play scenarios. Goal: Turn complainers into advocates.