Complaints Handling for the Dental Team (SO251019)

AvailabilityCourse has taken place
SubjectComplaints handling
DescriptionThe GDC recommend that dental professionals keep up to date by doing CPD in complaints handling.
Additional information

9:30: Registration

The educational programme starts at 10:00.

10:30 – 13:00: Lecture

13:00: Close.

VenueEducation Centre, RSHH, Southampton  View details
Date & timeFriday 25 October 2019, 10:00 to 13:00
LecturerMs Sonia Jones  View details
Target audience

Recommended to all

Development outcomeA
Course styleLecture
Core topicComplaints Handling
CPD hours3:00
Cost£25.00
Aims

The aim of this course is to improve learners’ ability to avoid and manage complaints in accordance with GDC and NHS standards.

Objectives

1. To provide information and advice on how to deal properly and professionally with complaints.

2. To explore the structure of a complaint including why complaints arise.

3. To explain how good communication reduces complaints.

4. To investigate how dealing promptly and positively with complaints can be a practice builder.

Learning outcomes

Following this course learners should be able to:

1. Recognise and demonstrate the procedures for handling of complaints in accordance with 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.