1. Report on dental complaints and
Claims in Spain:

2. REPORT ON DENTAL COMPLAINTS IN SPAIN: OBJECTIVES
STUDY OBJECTIVES
Carry out a quantitative and qualitative analysis of the complaints that come to the Official Colleges and Provincial Boards of Dentists in order to generate a centralized database at the national level
SPECIFICS OBJECTIVES
* Carry out a detailed analysis at the national level of complaints received
* Analyze the annual evolution of complaints in the period
* Analyze the distribution of complaints according to the type of dental clinic (private, franchise or insurer)
* Analyze the main reasons for complaints received during the study period

3. REPORT ON DENTAL COMPLAINTS IN SPAIN: METHODOLOGY
All the Official Boards of dentists in Spain received a questionnaire in Excel format in which they collected the data of complaints corresponding to the period , specifying the year of the same. Once completed, the questionnaires were sent to the General Council for the generation of the database and its subsequent analysis.
Calculation of the total number of dental clinics: for its calculation the data of the General Register of Health Centres of the Ministry of Health (Regcess) has been used. All dental health centres have been identified by selecting the code C251 (Dental clinics) in the variable "Classes of Centres" and the code U44 (dentistry-stomatology) in the variable "care offer". The search was carried out at the provincial level, later grouping at the Autonomous and National level.
Types of dental clinics considered:
* Franchises clinics: the following have been included : Vitaldent, Dentix, Unidental, Caredent and Idental and other centres with similar characteristics
* Insurance clinics: the following have been included: Adeslas, Asisa and Sanitas (Milenium)
* Private clinics: those that do not belong to either of the two groups above.

4. Privates Franchises Insurance
REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
National distribution by type of dental clinics (Total dental cllinics )
1.7 %
3.9 %
Privates
Franchises
Insurance
(20.411)
(852)
94.4%
(365)

5. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
National distribution of complaints according to type of dental clinic
TOTAL COMPLAINTS 4648
PRIVATES CLINICS: 2213
FRANCHISE CLINICS: 2258
INSURANCE CLINICS: 177
48.6%
3.9%
Franchise clinics represent 4% of total of dental centres and accumulate about 49% of
Total of complaints.

6. During the period 2013-2015 dental complaints increase by 14.5%
REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
During the period dental complaints increase by 14.5%
Evolution of dental complaints during the period
+14.5 %
* Total of complaints : 4648

7. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Franchises clinics have an upward trend in complaints: they have increased by 48.6% in the last two years
Private clinics recorded a downward trend in complaints: they fell by 11.3% in the last two years
Evolution of dental complaints in franchise clinics
Evolution of dental complaints in private clinics
+ 48.6%
- 11.3%
* Total of complaints : 4648

8. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Given the large number of private clinics versus franchise clinics (20,411 vs 852), the weighted data conclude that :
Weighted data according to type of dental clinic
Distribution of complaints by type of clinic
Private
2213
Franchise
2258
Insurance
177
Total
4648
In proportion to the number of centres, the franchise clinics have received 25 times more complaints than the private clinics.
* Total of complaints : 4648

9. Reasons for complaints

10. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Why do patients complain?
The majority of complaints are due to clinical reasons (70%), followed by economic(10%) and administrative reasons(8%)
Administrative
Clinic
Diagnostic
Economic
Data protection
Other
* Total of complaints : 4648

11. Clinical reasons:
7 out of 10 complaints

12. (30%) REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Dental implants are the treatments that register more claims
3 out of 10 claims for clinical reasons are for treatment with implants, followed by treatment with prosthesis, orthodontics, endodontics, conservative dentistry and surgery.
Implants
Prosthodontics
Orthodontics
Endodontics
Conservative dentistry
Oral surgery
Other
(30%)

13. Implants
The treatment with more complaints

14. 14.9 % REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Implants: the treatment with more complaints
Claims due to treatment by implant have increased by 15%
14.9 %
* Total of complaints : 920

15. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Claims about implants:
Why do they claim?
Claims about implants:
Who do they claim?
Mainly claim the franchise clinics
For each claim for treatment with implant of a private clinic, a franchise clinic receives 21.
Lack of professionalism
Bad patient care
Treatment failure
Patient dissatisfaction
Unfinished treatment
* Total of complaints : 920

16. Complaints for economical reasons
The reason for claims that has increased the most

17. REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Given the large number of private clinics versus franchise clinics (20,411 vs 852), the weighted data conclude that
Increased claims for economic reasons
Between 2013 and 2015, complaints for economic reasons have increased by 42%
42%
Private Franchise Insurance
For each claim for economic reason recieved from a private clinic, a franchise clinic receives 24.

18. Complaints for administrative reasons

19. 48.5% REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Closure of the clinic is the most frequently requested administrative motive
Nearly half (48.5%) of all administrative complaints are due to clinic closure, all of which come from the type of clinic franchise
Clinic closure
Bad patient care
Bad communication
Do not submit medical history
Lack of information
48.5%

20. + 138.7 % REPORT ON DENTAL COMPLAINTS IN SPAIN: RESULTS
Closure of the clinic is the most frequently requested administrative motive
Clinic closure reasons have increased 139% in the period %

21. REPORT ON DENTAL COMPLAINTS IN SPAIN: CONCLUSIONS
In the analyzed period, a total of 4648 complaints were registered, with an increase of 14% between 2013 and 2015.
Complaints at franchise clinics have increased by 49% while decreasing by 11% in private clinics.
In proportion to the number of centres, for each claim of a private clinic, 25 claims have been received from franchise clinics.
Franchise clinics represent 4% of all dental centres and nevertheless accounted for 49% of total claims

22. 7 out of 10 claims are for clinical reasons
REPORT ON DENTAL COMPLAINTS IN SPAIN: CONCLUSIONS
7 out of 10 claims are for clinical reasons .
Treatment with implant represents 30% of the clinical causes of claims. For each implant claim received by a private clinic, a franchise clinic receives 21.
Complaints for economic reasons have increased by 42% in the period. In proportion to the number of centres, the franchise clinics receive 24 times more claims for this reason .
1 in 2 complaints of administrative cause is due to closure of the clinic. All of them have occurred in franchise clinics and have increased 139% in the period studied