Complaints Handling for the Dental Team (PO251120 webinar)

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SubjectComplaints handling
DescriptionThe GDC recommend that dental professionals keep up to date by doing CPD in complaints handling. The link to the webinar will be sent out on the day. Any issues, please contact Katy Kerr at katy.kerr@hee.nhs.uk
Additional information

18:25: Please log on to check connection

The educational programme starts at 18:30.

18:30 – 21:00: Lecture

21:00: Close.

VenueWebinar, Portsmouth - Portsmouth  View details
Date & timeWednesday 25 November 2020, 18:30 to 21:00
LecturerMrs Jo Russell  View details
Target audience

Recommended to all

Development outcomeA
Course styleLecture
Core topicComplaints Handling
CPD hours2:30
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.