Communicate, collaborate and connect (including handling complaints) (BE241023)

AvailabilityCourse has taken place
Documents
A Asquith: Non-violent CommunicationDentistry Wow!
Handling patients' complaintsMap of RBH with Trust Education Centre

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SubjectOther
DescriptionLearn about the psychology and practice of managing patient complaints, and how to communicate effectively. In the morning, we consider how good communication can reduce the likelihood of complaints going further. In the afternoon, we focus on the need for effective communication, and how improving this can increase productivity, profitability and wellbeing. This course will support you in upholding two of the nine principles of standards, performance and ethics in GDC Standards for the Dental Team: 2. Communicate Effectively with patients; 5. Have a clear and effective complaints procedure  Suitable for all team members.
Additional information

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.

Catering is not provided, but refreshments and lunch may be brought, or bought in the onsite refectory or in the adjacent hospital building. 

Paid parking is available in the nearby multi-storey car park, or on several adjacent streets. We recommend you use public transport if possible- the RBH is well served by buses including Park and Ride services, and is a 15 minute walk from Reading mainline station.

VenueTrust Education Centre, Reading - Berkshire - West  View details
Date & timeFriday 24 November 2023, 09:15 to 16:30
LecturerMr Anthony Asquith  View details
Target audience

Recommended to all

Development outcomeA, B, D
Course styleLecture
Core topicNo core topic
CPD hours6:00
Cost£50.00
Aims

The aim of this course is to provide dental teams with strategies for handling & preventing complaints, and with skills that will help effective  communication with patients and each other.

Objectives

Discuss different methods of communication, and barriers

Examine how an effective complaints procedure can build your practice

Describe the skill of active listening

Explain the 3As mindset

Discuss how communication is essential to staff morale, teamwork and patient care

Consider the use of DISC profiling tools

Learning outcomes

By the end of the course you should be able to

-Describe the features of an effective complaints policy

-Appreciate how dealing promptly and positively to complaints can build your practice

-Appraise different methods of communication, and barriers to communication

-Apply a range of communication methods in different settings