Almost 130 complaints about dentists were made to the Dental Complaints Resolution Service (DCRS) last year, with the biggest number of these complaints relating to clinical issues.

The DCRS offers an independent mediator service to patients who have complaints about their dentist. This voluntary service is free of charge and is supported by the Irish Dental Association (IDA), although it operates independently of the association.

According to its sixth Annual Report, which has just been published, 128 complaints were dealt with in 2017, 56 of which related to clinical issues. Some 14 complaints were related to fees.

The service also received 520 calls last year and 1,120 letters/emails, which was a small increase on 2016's figures.

Of the 128 complaints received, 71 were resolved - a resolution rate of 55%.

"Over the last six years we have handled over 750 complaints, with a typical resolution rate of 55%. In that time, we have built up valuable experience and put systems in place, which are ideal for mediating in disputes between patients and dentists," explained DCRS facilitator, Michael Kilcoyne.

In most cases, the resolution involved a refund of fees, an apology, retreatment at no extra cost, or payment of fees for remedial treatment.

In relation to complex dental cases, the service employs Dr Maurice Fitzgerald as clinical adviser, to help adjudicate on such cases.

Mr Kilcoyne said that the DCRS offers big savings for both dentists and patients, in terms of time, cost and the stress of seeking an alternative resolution.

However, he noted that in 2017, there was ‘a noticeable increase' in the number of complaints relating to work done under the medical card and PRSI schemes, which the service cannot accept.

"Complaints about work done under these schemes must be referred to the HSE," he said.

For more information on the DCRS, click here