You are a dentist and you have received a letter from a regular patient of yours, Mrs Thomas. You recently performed an extraction for Mrs Thomas due to progressive periodontitis.
Mrs Thomas is complaining that you did not appropriately manage her periodontal condition over the years of her treatment with you, and that the extraction may have been avoided if you had given her adequate advice in the past.
You believe you have always given appropriate advice and treatment to Mrs Thomas, and that she has not maintained healthy gums, resulting in the loss of the tooth.
You are due to take annual leave this evening and will not return to work for three weeks. Mrs Thomas has asked for a response within the next three weeks. Your Practice’s complaints handling procedure recommends a full response to a complaint within ten working days of receipt. What should you do?