Complaints Handling for the Dental Team (core) (SO25112016)

AvailabilityCourse has taken place
SubjectOther
DescriptionThe aim of this course is to improve learners’ ability to avoid and manage complaints in accordance with current GDC and NHS standards.
Additional informationObjectives:


1. To provide information and advice on how to deal properly and professionally with complaints
2. 2. To explore the structure of a complaint and why patients (their carers or family) complain
3. To explain how good communication reduces complaints
4. To investigate how dealing promptly and positively with complaints can be a practice builder

GDC Domain : Management and leadership (managing the clinical and working environment)

This course is suitable for the entire practice team.

Jo Russell RDN Cert DPM Cert Ed MIfL LCGI, GDC 109492 - Director Oracle Practice Business Solutions, has worked in dentistry since 1986, including 7 years in the Royal Naval Dental Service, 2 years as an Area Manager for a large corporate looking after 16 practices across London and the South, and as a tutor, assessor and internal verifier for dental nurses undertaking formal qualification. Latterly she has spent much of her time delivering the level 4 Diploma in Dental Practice Management and business consultancy services for CQC compliance. Jo is a popular and enthusiastic speaker about all aspects of the business of dentistry and continuing professional development for the whole team.
VenueEducation Centre, RSHH, Southampton  View details
Date & timeFriday 25 November 2016, 10:00 to 13:00
LecturerMrs Jo Russell  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours3:00
Cost£25.00
Aims
  1. Recognise and demonstrate the procedures for handling of complaints in accordance with current GDC and NHS standards
  2. Outline effective strategies for responding to complaints and concerns, so as to minimise escalation
  3. Explain why good and ongoing communication promotes patient engagement and reduces serious complaints
  4. 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