Complaint Handling-Policies, Procedures and Practicalities (SW 15-03-05-1)

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SubjectMedico-legal / ethics
DescriptionOften complaints can be taken personally when they may be an opportunity for reflection and improvement of the services offered in dental practice. This course for the whole dental team aims to give a step-by-step approach to managing complaints, building knowledge and confidence to understand the cause of complaints and how to manage them, decreasing the stress they can cause. Joseph Ingham BDS Dento legal adviser from Dental Protection will cover the complaints procedure from first contact, how to respond and investigate a complaint, discuss risk management and what happens when complaints are made to the GDC and solicitors.
VenueBuckerell Lodge Hotel, Exeter - Devon N & E  View details
Date & timeThursday 5 March 2015, 09:00 to 17:00
LecturerMr Joseph Ingham  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£45.00
Aims

The aim of this course is to equip the dental team to be able to produce a robust easy to follow complaints policy and protocols, available for all staff to access, providing a step-by-step approach to managing complaints.

Objectives

By the end of this course delegates should;

1. be able to outline the procedure dealing with complaints from first contact in the

practice.

2. be able to describe

- how to respond to face to face verbal complaints

- how to respond in writing, what to include, how to present information

- the time frame to work to.

3. understand how to investigate the circumstances of a complaint.

4. be able to identify common causes of complaints and explain how to avoid them

5. have an understanding of the procedure if a complaint is escalated beyond the practice.