When Patients Bite Back (IOW110517)

AvailabilityCourse has taken place
SubjectComplaints handling
DescriptionThe GDC recommend dental professionals keep up to date by undertaking study of how to handle patient complaints.
VenuePostgraduate Centre, IoW, Newport - Isle of Wight  View details
Date & timeThursday 11 May 2017, 17:30 to 21:00
LecturerMr Anthony Asquith  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicComplaints Handling
CPD hours3:00
Cost£25.00
Aims

The aim of this course is to improve attendees ability to avoid complaints and provide great customer care in accordance with NHS and GDC standards

Objectives

1. This workshop will provide information and advice on how to deal properly and professionally with patient  complaints.

2.  Explore the structure of a complaint including why complaints arise

3.  Discuss how good communication between all parties involved reduces complaints going further.

4.  Investigate how dealing promptly and positively with complaints can actually build your practice

Learning outcomes

1. Recognise and demonstrate the procedures for handling of complaints to GDC and NHS Standards

2. Outline effective strategies to respond to complaints and concerns raised so as to minimise escalation.

3. Explain why good communication promotes patient engagement and reduces serious complaints

4. Delegates can explain why complaints are an important part of continuous service improvement How to influence patients using psychological techniques including behavioural priming1.