Back to DPA Annual Conference 2026 - Shifting Perception
Session
Overview of Patient Complaints at the Dental Ombudsman over a Six-Year Period
Sat, 24 Oct 2026 at 08:30
- 09:30
About this session
This keynote presents the findings of a collaborative study conducted by the South African Dental Association (SAD) and the Department of Dental Management Sciences at the University of Pretoria, supported by funding from the Medical Protection Society.
The study analysed anonymised written complaints submitted to the SADA Ombudsman between 2018 and 2023. Using a thematic qualitative approach, complaints were coded and subsequently organised according to the Roerig Classification of Patient Complaints. Proportional distributions across complaint categories were calculated, and notable co occurrences between categories were identified. An inductive ethical analysis of the emergent themes revealed five overarching areas of concern with direct relevance for professional ethics training.
These insights offer a timely contribution to the profession, given the escalating risk of litigation faced by dental practitioners. By deepening our understanding of why patients lodge complaints, the study provides an evidence base to guide corrective action, strengthen practitioner preparedness, and ultimately support the prevention and mitigation of future complaints.
The study analysed anonymised written complaints submitted to the SADA Ombudsman between 2018 and 2023. Using a thematic qualitative approach, complaints were coded and subsequently organised according to the Roerig Classification of Patient Complaints. Proportional distributions across complaint categories were calculated, and notable co occurrences between categories were identified. An inductive ethical analysis of the emergent themes revealed five overarching areas of concern with direct relevance for professional ethics training.
These insights offer a timely contribution to the profession, given the escalating risk of litigation faced by dental practitioners. By deepening our understanding of why patients lodge complaints, the study provides an evidence base to guide corrective action, strengthen practitioner preparedness, and ultimately support the prevention and mitigation of future complaints.
