Complaints Handling – Aggressive patients and the art of negotiation (SO280111)

AvailabilityCourse has taken place
SubjectPractice Management
DescriptionThe NHS complaints procedures introduced in April 2010 advise practices to discuss patients complaints with them . It is possible that practice teams may encounter patients who are irate and potentially aggressive. How well could you cope with such situations, and achieve a positive outcome ?
Additional informationAttending this course will enhance your skills in understanding that people react to situations, and how to spot this early to avoid unnecessary disputes. Attendance will also enhance your skills at handling complaints effectively.

This course is suitable for the whole dental team
VenueEducation Centre, RSHH, Southampton  View details
Date & timeFriday 28 January 2011, 09:30 to 12:30
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours3:00
Cost£5.00
Aims
  1. Participants will develop strategies for handling complaints effectively and within the new guidelines.
  2. Participants will develop increased confidence in handling difficult situations.
  3. Participants will learn how to remain assertive while handling difficult situations.
  4. Participants will learn how to diffuse situations of conflict, and preserve their own sense of personal control and self esteem.