WHEN PATIENTS BITE BACK - Effective Patient Complaint Handling and Staying Confident. CQC Outcome 17 (BU190112)

AvailabilityCourse has taken place
SubjectCore Skill
DescriptionPatients will find any excuse to not visit the dentist. But if their visit to your clinic goes wrong...they won't hesitate to complain!
Additional informationSo we'll train you and your team to cope and effectively turn a negative situation into a positive one.

Research demonstrates that over 50% of patients who take things further, against you and yuor team will have decided to do so because they don't like you. (Mangles et al).

Attending 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 and remaining confident in yourself and your approach to working.
VenueStoke Mandeville Postgraduate Centre, Aylesbury - Buckinghamshire  View details
Date & timeThursday 19 January 2012, 09:00 to 17:00
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours6:00
Cost£20.00
Aims
  1. Participants will develop strategies for handling complaints effectively.
  2. Participants will learn about pro-active risk management to avoid complaints and gain an understanding of the neuro psychology behind patient complaints.
  3. Participants will learn too about what practitioners who don't get sued do in their work. As well as the pre-dispoing factors and precipitating factors as to why patients take these things further.
  4. Participants will also learn about the body language of dissatisfaction and what to do when the signs are evident in the faces of your patient.