Managing Patient Complaints and Providing Excellent Customer Care (SW15-04-24-1)

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Programme

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SubjectCommunication skills
DescriptionAn entertaining & informative day aiming to provide dental teams with strategies to provide exceptional customer care and cope with & prevent complaints.
Additional information

Suitable for all dental professionals

CQC Outcomes this course will be examining include;

Outcome 1: Respecting and involving people who use services People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run. Outcome 2: Consent to care and treatment Before people are given any examination, care, treatment or support, they should be asked if they agree to it. Outcome 17: Consent to care and treatment People should have their complaints listened to and acted on properly

VenueWilliam Barnes Room, Wessex Royale Hotel, Dorchester - Dorchester & W Dorset  View details
Date & timeFriday 24 April 2015, 09:00 to 16:30
LecturerMr Anthony Asquith  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£55.00
Aims

To equip with you with the knowledge and tools that will empower you to deal with many situations that arise and could result into a complaint as well as help you provide excellent patient care.


Objectives

By the end of the course the participant will be able to:

Describe the NHS and Private Dental Practice complaints handing process

Understand what patients really want when making a complaint

Be confident in the use of evidenced based and successful pro-active risk assessment strategies.

Be able to use psychological influencing techniques, behavioural psychology, body language and notice facial micro-expressions to spot disgruntled patients early.