WHEN PATIENTS BITE BACK! (IOW28012016)

AvailabilityCourse has taken place
SubjectOther
DescriptionThe psychology of managing patient complaints and providing excellent customer care!
Additional informationThis course will provide an entertaining and informative session aiming to provide dental teams with strategies to provide exceptional customer care, and cope with and prevent complaints.
Objectives:
1. To provide information and advice on how to deal properly and professionally with complaints
2. To explore the structure of a complaint and why patients (their carers or family) complain
3. To explain how good communication using behavioural psychology and body language reduces complaints
4. To investigate how to ensure that your practice has an opportunity to resolve disputes before they are escalated
5. To examine why complaints are an important part of continuous service improvement and how to learn from a complaint.

This course is suitable for all members of the practice team

Anthony Asquith Dip Hyp Psych (UK) – Hypnotherapist and Personality Profiler, 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, although his range of work experience is broad, tends to specialise and most enjoy, working with people who are highly anxious or phobic.
VenuePostgraduate Centre, IoW, Newport - Isle of Wight  View details
Date & timeThursday 28 January 2016, 17:30 to 21:15
LecturerMr Anthony Asquith  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours3:00
Cost£12.00
Aims
  1. Examine the NHS and Private Dental Practice complaints handing process and what patients really want, in accordance with current GDC and NHS standards
  2. Outline effective strategies that demonstrate how to succeed in customer care and Service, prevent and manage complaints
  3. Explain how to use psychological influencing techniques, behavioural psychology and body language to spot disgruntled patients early
  4. Demonstrate how to ensure that your practice has an opportunity to resolve disputes and complaints locally without them escalating to higher authorities
  5. Explain why complaints are an important part of continuous service improvement and how to use reflective learning models to increase the learning from a complaint