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The Dental Complaints Resolution Service (the "DCRS")
is a new service intended to assist dental patients and
participating dentists resolve complaints. The DCRS,
which will facilitate the cost-free and efficient mediation of
complaints, is endorsed by the Irish Dental Association ( the
"IDA"). It will function as a completely
independent body. Previously, dissatisfied patients could
only take a consumer complaint, civil action or make a complaint to
the Dental Council.
The DCRS will deal with complaints regarding any aspect of dental
care, treatment or service involving any participating dentist who
is a member of the IDA, or who has subscribed to the complaints
resolution service. The DCRS will also deal with requests for
assistance from participating dentists.
Any complaint about private care is eligible for consideration
however, the most serious complaints and issues which relate to a
Dentist's fitness to practise will be referred by the DCRS to
the Dental Council. Dissatisfied patients will be encouraged
to seek to resolve their complaint directly with the relevant
dental practice in the first instance.
If that approach is unsuccessful, the DCRS will become involved
and will liaise with all parties. If the matter remains
unresolved, the DCRS will then convene a panel with the power to
make recommendations. Possible recommendations include;
advising the dentist to offer an apology and offering a full or
partial refund of fees. However, recommendations will be
non-binding on dentists.
The DCRS will not handle complaints regarding treatment by
dentists who are covered by the medical card scheme, PRSI credits
or insurance based schemes. It will also not consider
complaints regarding dental professionals other than dentists,
employment disputes or contractual matters. The DCRS will aim
to resolve all complaints received within seven to ten days.
The content of this article is intended to provide a general
guide to the subject matter. Specialist advice should be sought
about your specific circumstances.
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