{"id":40862,"date":"2025-05-28T09:50:05","date_gmt":"2025-05-27T23:50:05","guid":{"rendered":"https:\/\/www.bitemagazine.com.au\/?p=40862"},"modified":"2025-06-02T14:35:27","modified_gmt":"2025-06-02T04:35:27","slug":"can-i-say-sorry","status":"publish","type":"post","link":"https:\/\/www.bitemagazine.com.au\/can-i-say-sorry\/","title":{"rendered":"Can I say sorry?"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"1024\" height=\"634\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild.jpg\" alt=\"dental insurance\" class=\"wp-image-40863 lazyload\" style=\"width:874px;height:auto\" data-srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild.jpg 1024w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-300x186.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-768x476.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-678x420.jpg 678w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-150x93.jpg 150w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-600x371.jpg 600w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-696x431.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-356x220.jpg 356w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-712x440.jpg 712w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><noscript><img decoding=\"async\" width=\"1024\" height=\"634\" src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild.jpg\" alt=\"dental insurance\" class=\"wp-image-40863 lazyload\" style=\"width:874px;height:auto\" srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild.jpg 1024w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-300x186.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-768x476.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-678x420.jpg 678w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-150x93.jpg 150w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-600x371.jpg 600w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-696x431.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-356x220.jpg 356w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/05\/guild-712x440.jpg 712w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/noscript><\/figure>\n\n\n\n<p><em>This article is sponsored content brought to you by Guild Insurance.<\/em><\/p>\n\n\n\n<p>Guild Insurance has learned that effective management of complaints against dentists can lead to quicker, fairer resolutions, while poor handling often escalates issues into serious complaints involving regulatory bodies. However, many dentists are unsure how to best manage a complaint.<\/p>\n\n\n\n<p>Receiving a complaint can be an incredibly stressful event. Like many difficult situations, if you haven\u2019t thought beforehand about how you\u2019ll handle the situation, it can be challenging to work that out when in the moment. Therefore, it\u2019s recommended all dental practices have considered and have an agreed complaints management process.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-tips-for-managing-complaints\">Tips for managing complaints:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Listen to the patient \u2013 truly hear what they\u2019re saying and try to understand it from their perspective, even if you don\u2019t fully agree. Being heard is sometimes all a patient wants.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t act defensively \u2013 taking complaints personally can worsen the situation.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t offer compensation \u2013 this can complicate the matter and lead to unreasonable demands.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t rush to fix things \u2013 sometimes in our haste to make situations better, people may say or offer something before the situation is fully understood.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Document everything \u2013 if the complaint isn\u2019t in writing, make a written record of it and any related conversations with the patient.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Notify your insurer and\/or Australian Dental Association (ADA) branch \u2013 don\u2019t mention your insurer to the patient. Instead, let them know you\u2019ll investigate the matter and get back to them. A key part of this investigation process is to inform your insurer as soon as possible of a complaint.*<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-can-i-say-sorry\">Can I say sorry?<\/h3>\n\n\n\n<p>The word \u201csorry\u201d is an incredibly powerful word but also one that makes many people nervous. Many dentists aren\u2019t sure if they can apologise when a patient is unhappy with a professional outcome for fear of admitting guilt.<\/p>\n\n\n\n<p>Guild and the ADA expect dentists insured with Guild not to admit any guilt or liability when facing a complaint.* However, there are various civil liability legislations around Australia (e.g. <em>Victorian Wrongs Act 1958<\/em> and <em>NSW Civil Liability Act 2003<\/em>) that specifically note that an apology is not an admission of liability.\u00a0<\/p>\n\n\n\n<p>Apologising demonstrates insight, which is valued by the Australian Health Practitioner Regulation Agency (Ahpra) and the Dental Board of Australia (the Board). Generally, Ahpra and the Board see a prompt, genuine apology as a positive reflection on a dentist. This aligns with Ahpra\u2019s Shared Code of Conduct, requiring dentists nationwide to communicate openly and honestly with patients harmed by adverse events, apply open disclosure principles, listen to concerns, and acknowledge distress. So yes, you can, and in many cases should, apologise.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-shouldn-t-you-say\">What shouldn\u2019t you say?<\/h2>\n\n\n\n<p>When apologising, avoid saying, \u201cI\u2019m sorry to have done this to you,\u201d as this could be seen as an admission of liability. Remember that the matter of liability and who\u2019s responsible can be complex, and an investigation is usually needed to determine this. It\u2019s best to word the apology in a way that acknowledges how the patient is feeling. Apologise for the outcome, not for that cause, for example, \u201cI\u2019m sorry this has happened\u201d or \u201cI\u2019m sorry you are unhappy.\u201d&nbsp;<\/p>\n\n\n\n<p>Hearing the word \u201csorry\u201d can mean a lot to an unhappy patient. Guild sees cases where a patient has complained to Ahpra and stated that had the dentist listened to them, acknowledged how they were feeling, and apologised, they wouldn\u2019t have taken their complaint further. &nbsp;<\/p>\n\n\n\n<p><em>* It\u2019s a condition of Guild Insurance policies that you notify us of any claim as soon as possible and provide every letter, demand, writ, summons or other legal process. This is to be done without admitting fault or responsibility, no matter what your own views are concerning the incident.<\/em><em>&nbsp;<\/em><\/p>\n\n\n\n<p><strong>Visit <a href=\"https:\/\/www.guildinsurance.com.au\" target=\"_blank\" rel=\"noreferrer noopener\">Guild Insurance<\/a><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><em>DISCLAIMER<\/em><\/p>\n\n\n\n<p><em>Insurance issued by Guild Insurance Limited ABN 55 004 538 863, AFSL 233791 and subject to terms, conditions and exclusions. This article contains information of a general nature only, and is not intended to constitute the provision of legal advice. Guild Insurance supports ADA NSW, ADAVB, ADA SA and ADATAS through the payment of referral fees. ADA NSW, ADAVB, ADA SA and ADATAS are authorised representatives of Guild Insurance. Please refer to the policy wording and policy schedule for details. For more information call 1800 810 213. DEN482400 ADA Bite Practice Start-Up Guide 05\/2025&nbsp;<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This article is sponsored content brought to you by Guild Insurance. Guild Insurance has learned that effective management of complaints against dentists can lead to quicker, fairer resolutions, while poor handling often escalates issues into serious complaints involving regulatory bodies. However, many dentists are unsure how to best manage a complaint. Receiving a complaint can [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":40863,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[22152],"tags":[3213,497,10757],"class_list":{"0":"post-40862","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-practice-startup","8":"tag-customer-complaints","9":"tag-dental-insurance","10":"tag-guild-insurance"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Can I say sorry? - Bite Magazine<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bitemagazine.com.au\/can-i-say-sorry\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Can I say sorry?\" \/>\n<meta property=\"og:description\" content=\"This article is sponsored content brought to you by Guild Insurance. 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