When Patients Bite Back! Effective Patient Complaint Handling and Remaining Confident (OX180512)

AvailabilityCourse has taken place
SubjectCore Skill
DescriptionPatients may find an excuse not to go to the dentist. Yet if their visit goes wrong - they won't hesitate to complain!
Additional informationHow do you cope and turn a negative into a positive situation? Let us show you...
This course will help you and your team deal with complaints quickly and successfully.
It will empower you to deal effectively with any complaint that arises.

Attending this course will be great fun and 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 this core competency
Other CQC Competencies dealt with in this course include

Outcome 1 Respecting and involving people who use services
Outcome 2 Consent to care and treatment
Outcome 3 Fees
Outcome 7 Safeguarding people who use services from abuse
Outcome 12 Record Keeping
Outcome 16 Assessing and monitoring the quality of service provision
VenueGeorge Pickering Postgraduate Centre, Oxford - Oxfordshire  View details
Date & timeFriday 18 May 2012, 09:00 to 16:30
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours6:00
Cost£15.00
Aims
  1. • The NHS and Private Dental Practice complaints handling process and what patients really want. •Evidence based and successful pro-active risk assessment strategies.
  2. •Psychological influence techniques, brain neuroscience behavioural psychology, body language and facial micro expressions to spot a disgruntled patient early. •You and your team can practice confidently and not be overly fearful of complaints
  3. •Outcome 17 CQC Handling Complaints – A look at the framework. •Attending this course will benefit all team members.
  4. •Ensure that your practice has a fighting chance to stop complaints escalating to higher level authorities, as suggested in the Healthcare Ombudsman's review of NHS complaints process'