Poor treatment, poor communication and price are some of the most common complaints made about dentists, according to a new dental body.

The Dental Complaints Resolution Service (DCRS) is a voluntary body that was launched last May. It aims to offer patients the chance to resolve complaints about their dental treatment ‘in a fair and timely manner'.

According to the service, it expected to receive around 100 complaints in its first year of operation, however after just six months, it had already surpassed that figure.

"This is a new approach to dealing with customer complaints and we are really pleased with the way it is working to date. So far, 10 complaints have been resolved to the satisfaction of both parties, while 18 are nearing a satisfactory conclusion," explained the service's mediator, Michael Kilcoyne.

He noted that six complaints relate to work carried out abroad ‘and are beyond the remit of the DCRS'. Complaints about treatments that were previously free under the PRSI or medical card schemes, but are no longer free due to cutbacks, are also not covered by the service.

Mr Kilcoyne said that among complaints that are formally submitted, he expected a settlement rate of around 75%. However, he added that as this is a voluntary service, ‘recommendations are not binding and patients or dentists can opt out at any point'.

The main issues raised by complainants so far have been poor treatment, poor communication, price, treatment delays and difficulties in accessing records.

"The dentist must explain everything clearly - all the steps of the treatment, why the patient might experience pain, the costs involved etc...If there was better communication between patients and dentists, it would dramatically reduce the number of complaints," Mr Kilcoyne added.

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