• High Court President Justice David Barniville commends “very valuable work” of DCRS
• New report shows growing confidence in mediation as an alternative to litigation
• Majority of disputes stem from communication breakdowns
• Service reduces potential burden on legal system, avoiding lengthy ligation by encouraging mediation

The Dental Complaints Resolution Service (DCRS), the dental mediation service supported by the Irish Dental Association, has handled more than 760 complaints and queries over the past two years, according to its newly published 2024–2025 Annual Report.

The independent, confidential service, managed 398 cases in 2024 and 365 in 2025, highlighting its continued role as a key alternative to litigation in Irish dentistry.

While the DCRS does not investigate malpractice or award compensation, it facilitates practical, agreed resolutions between patients and dentists when complaints arise. In many cases, disputes are resolved quickly, avoiding lengthy and protracted litigations, with some patients choosing not to pursue complaints further after speaking to their dentist about any potential issues that have arisen.

Launching the report, High Court President Justice David Barniville said, “I was very interested to hear recently about the work of the DCRS since its establishment as an independent and voluntary service with the support of the Irish Dental Association back in 2012 and to read about the very valuable work which the Service has done in resolving disputes between dentists and patients since then. The establishment of the DCRS showed great foresight at the time and the extent of its use by patients and by dentists shows just how valuable the Service has been.”

Justice Barniville went on to say, “The support of the Irish Dental Association for the DCRS is critical and it is very significant that there appears to be a growing willingness on the part of dentists to refer patients to the Service or to seek guidance themselves from the Service.”

Clear Communication Identified as the Primary Key to Resolving Dental Disputes

Despite common perceptions, the report finds that most complaints are not driven by negligence, but instead arise from issues caused by miscommunication, unclear expectations, and delays in responding to patient concerns.

Notably, almost every complaint contained an element of dissatisfaction with communication, underlining the importance of clear, consistent dialogue before, during and after treatment.

The most frequent issues raised included:

• Cost and Pricing: Disputes often arise over miscommunications or misperceptions relating to pricing.
• Clinical Care: Most clinical complaints relate to basic procedures such as fillings or crowns falling out, or dissatisfaction with the colour of composite bonding.
• Hygiene and Continuity: Queries regarding dental hygienist costs and a potential lack of care continuity when a dentist leaves a practice.

Shift towards early resolution

Dr. Will Rymer, President of the Irish Dental Association, said the increase in the figures points to a growing trust in early intervention and mediation, rather than an increase in serious clinical incidents:

“The Service embodies leadership, responsibility and respect, for patients, for clinicians, and for the integrity of the profession. Patients know there is a pathway to resolution, and dentists increasingly recognise the value of engaging constructively before positions harden.

“The DCRS is an essential pillar of modern dental practice, reflecting a wider shift towards resolution, transparency and patient trust in healthcare.

“With demand remaining steady and engagement increasing from both patients and practitioners, the service is expected to play an even greater role in managing disputes as expectations around communication and care continue to evolve.”

DCRS-Report-2024-2025_proof 2