PROFESSIONAL CHALLENGES FOR DENTISTS: PATIENT COMPLAINTS AND LEGAL SECURITY

Abstract

The aim of this study was to assess the frequency of patient complaints, and dentists’ perceptions of legal protection in Bosnia and Herzegovina. A total of 171 dentists participated, employed in both the public (21.5%) and private sector (78.5%), with varying years of professional experience. Data were collected using an anonymous structured questionnaire addressing record-keeping practices, the use of informed consent, experiences with complaints and lawsuits, and perceptions of legal security and exposure to violence.

Results show that 80.4% of dentists report maintaining proper documentation, while only 16.8% routinely obtain written informed consent. Negative experiences with patient complaints were reported by 60.7% of respondents, yet only 7.5% had been involved in legal proceedings. Most conflicts (61.7%) were resolved informally through settlement. The highest proportion of complaints concerned prosthodontics (71%), followed by restorative dentistry (15%) and oral surgery (9.3%).

More than half of dentists (56.1%) do not feel adequately protected by law, and 69.2% do not know which institution to contact in the event of a patient lawsuit. Verbal violence was reported by 66.4% and physical violence by 1.9% of respondents. Multivariate analysis showed that dentists exposed to violence were significantly less likely to feel legally protected (OR = 9.62, p = 0.031), independent of gender and years of experience.

Dentists in the private sector were more likely to resolve complaints through settlement (OR = 1.65, p < 0.001), while prosthodontists experienced the highest number of complaints and exhibited the strongest preference for settlements (OR = 2.63, p = 0.03).