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Table 1 Dental complaint issues identified in the literature

From: Developing a coding taxonomy to analyze dental regulatory complaints

Theme

Complaint issue

Examination and diagnosis

Incomplete or improper patient examination 1–4

Diagnostic errors, including missed diagnosis and misdiagnosis 2–11

Failing or refusing to refer the patient to another dental professional 1, 2, 10, 12–14

Treatment

Performing an inappropriate, unnecessary or inadequate procedure 2, 6–8, 12, 13, 15–17

Failed, delayed or incomplete treatment 9, 12, 14, 18

Procedural errors, including performing the procedure on the incorrect tooth or site, inhaling or swallowing an object, choking or brief respiratory arrest, file fractures, improper filling, adverse reaction to latex or materials, soft tissue burns from heated instruments, and perforation; 1, 3, 4,7–9, 11–13, 19–22, 24

Adverse drug or anaesthesia reaction 5, 12, 22, 25 including overdose 1, 8, 20

Treatment complications or iatrogenic injuries, including infections, soft tissue injuries, persistent bleeding, injuries to adjacent tooth, nerve damage or injury, eye damage, and damaged, broken, or tooth loss; 4, 7, 8,9, 11, 12,19, 20,21, 26

Unmet treatment expectations or dissatisfaction, negligence and emotional distress 2, 5, 8, 14, 18, 27,28

Inappropriate hygiene and infection control 1, 2, 4–6, 22, 27

Equipment failure 12, 20, 22

The experience of pain or poor pain management 7,12, 19, 29, 30

Practice processes

Clerical errors and problems with recordkeeping 1–3, 6, 12, 13, 20–22, 24, 28

Procedure fees, service cost and billing 2, 5, 14, 15, 18, 27, 30, 31

Interpersonal skills and professionalism

Poor communication, information sharing and unprofessional behaviour 2, 3, 5,6, 7, 13, 17, 19, 21, 24, 27,28, 29, 30, 31

Lack of shared decision making or autonomy18, 21

Loss of trust 15, 28, 29

Substance use or incapacity 1, 28

Breach of confidentiality or privacy 5, 6, 18, 21

Lack of informed consent 2,4,6,7, 10, 13, 16, 17, 21, 26, 27

  1. 1Hiivala et al. 2016; 2Postma et al. 2011; 3Ashkenazi et al. 2011; 4Milgrom 1985; 5Fredericks-Younger, Handelman-Yellin, and York 2017; 6Brown 2015; 7Gulati et al. 2012; 8Obadan, Ramoni, and Kalenderian 2015; 9Cronström, Öwall, and René 1998; 10Milgrom et al. 1994; 11Perea-Pérez et al. 2014; 12Hashemipour et al. 2013; 14Modolo, Calvielli, and Antunes 1999; 15Riley et al. 2012; 16 Ozdemir et al. 2005; 17Singh, Mizrahi, and Korb 2009; 18Lok, Kruger, and Tennant 2007; 19Bjørndal and Reit 2008; 20Hiivala, Mussalo-Rauhamaa, and Murtomaa 2013; 21Marei 2013; 22Thusu, Panesar, and Bedi 2012; 23Bilder, Hazan-Molina, and Aizenbud 2011; 24Pinchi et al. 2013; 25Chicka et al. 2012; 26Perea-Pérez et al. 2011; 27Hopcraft and Sanduja 2004; 28Hiivala, Mussalo-Rauhamaa, and Murtomaa 2014; 29Krause, Bremerich, and Rustemeyer 2001; 30Calnan, Dickinson, and Manley 1999; 31Sachdeo et al. 2012