When Patients Bite Back! How to manage complaints effectively (PO160512)

AvailabilityCourse has taken place
SubjectOther
DescriptionIf you work in a clinical environment, the GDC recommends that you carry out CPD in handling complaints. In addition, the CQC requires all practices to have good, well-publicised complaints policies, keep robust records and have staff that are competent to address the complaint.
Additional informationOur speaker will explore the official complaint-handling procedures for both NHS and private practices and will illustrate how to manage complaints effectively, from beginning to end. He will help staff to co-ordinate the acceptance, investigation and response to the complaint and to display professional concern. He will also empower staff to remain confident in their approach, enabling them to rebuild a constructive relationship with the patient.

Attending this course will help dental professionals to meet core GDC registration requirements and to achieve compliance against CQC Outcome 17.

Anthony Asquith Dip Hyp Psych (UK)
Anthony has been a provider of CPD courses to dental professionals since 2003 and is a published author in several dental industry magazines. He is passionate about supporting dental professionals and adding the “WOW into dentistry for practitioners and patients alike”.

Anthony is also a solution-focused psychotherapist and hypnotherapist and, although his range of work experience is broad, tends to specialise and enjoy most, working with people who are highly anxious or phobic.

This course in intended for the entire practice team: Dentists, Therapists, Hygienists, Nurses, Practice Managers, Receptionists, Business Managers, Clinical Dental Technicians, Dental Technicians.
VenueDental Academy, Portsmouth  View details
Date & timeWednesday 16 May 2012, 18:00 to 21:00
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours2:30
Cost£5.00
Aims
  1. To describe the complaint-handling procedures for both NHS and private practices
  2. To summarise pro-active risk management strategies to minimise and/or avoid complaints from patients altogether
  3. To explore the body language of dissatisfaction and know how to react
  4. To be able to achieve compliance against CQC Outcome 17: Complaints