Table 4 Complaint taxonomy, Domain 3: Relationships and conduct
From: Developing a coding taxonomy to analyze dental regulatory complaints
Problem category | Problem sub-category | Complaint codes | |
|---|---|---|---|
3.1 Interaction and Interpersonal Skills | 3.1.1 Communication | • Failed to adequately inform patient of condition or diagnosis • Failed to answer question | • Insufficient follow-up • Language barriers |
3.1.2 Information accuracy | • Incomplete or inadequate information • Conflicting or inconsistent information | • Inaccurate information | |
3.1.3 Professional conduct and care | • Concern disregarded • Distrust • Lacks compassion or insensitive • Rude or disrespectful | • Lack of shared decision making • Rushed, inattentive or distracted • Outside scope of dentistry • Suspected substance abuse or incapacity | |
3.2 Rights | 3.2.1 Infrastructure and resources | • Lack of accommodation for disability • Lack of resources | |
3.2.2 Access to Patient Records | • Challenges in retention, access and/or transfer of patient record | ||
3.2.3 Confidentiality and privacy | • Breach of confidentiality • Violation of patient privacy | ||
3.2.4 Consent | • Coerced or mislead • Failed to disclose treatment information and/or risks | • Performed treatment without appropriate consent | |
3.2.5 Stigma and discrimination | • Discrimination based on: - Class/Income - Health Status - Gender - Political views | - Race - Religion/Belief - Sexual orientation - Other forms of stigma or discrimination | |