The words to use
- De-escalation
- Calming an angry or agitated person with words, voice and body language rather than force. NICE guideline NG10 (2015, under update as of October 2026) covers it.
- Course of treatment
- The NHS treatment you need, charged once at the highest band it includes. A check-up plus a filling is one band 2 charge.
- Apology for the experience
- Saying sorry for how things have been for the person, such as an unexpected bill, without blaming anyone or claiming facts you have not checked.
- Dental Complaints Service
- Where patients can take a complaint about private dental care if the practice has not resolved it (GDC advice, October 2026).
