Lancashire & South Cumbria LDC Event- The Dental Guide to Staying out of trouble (NW191206A)

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Receiving a complaint from a patient, inspection from the CQC or letter from the GDC can be distressing. Improve your knowledge of the regulatory process surrounding dentistry on a local and national level. Learn about NHSE performance processes, how to address local concerns, reduce the risks of a complaint and ensure your practice is GDC and CQC compliant.

This multiple topic event is open to all NHS dental teams across the Lancashire and South Cumbria free of charge. 

Registration is from 9:00 to 9:30 am

• Complaints & Concerns A Matter for the CQC - John Milne – Senior Dental Advisor for the CQC
• Managing Concerns about Performance the Area Team Way - Mike Cheadle- Discipline Specific Practitioner (Dental) for LASC
• Supporting Practitioners in Difficulty (DPASS)- Bernard Alston- Secretary LASC LDC Executive and LASC Dental Practitioner Advice and Support Scheme Lead
• Complaints, a Tactical Team Approach- John Makin- Head of the Dental Defence Union

Catering

Refreshments and lunch will be available. There will be a selection of vegetarian/non vegetarian options, however please be aware that we are unable to cater for special dietary requirements such as Gluten Free, Nut Allergy, Vegan. We therefore suggest that delegates bring their own food if you have a specialist requirement.

Recommended to all

Complaints, a Tactical Team Approach.

• To provide an overview of the complaints process, highlight the need for all team members to be involved in the process and improve individual and collective awareness of roles and protocols within each practice team. 
• To highlight the importance of risk management and reflective learning in limiting complaints.

Supporting Practitioners in Difficulty (DPASS)

• To outline the function and benefits of DPASS

Managing Concerns about Performance the Area Team Way

• To enable performers to best respond to NHSE Performance Quality Assurance Mechanism

Complaints, a Tactical Team Approach.

• Examine strategies to manage situations that might lead to complaints
• Discuss how to Deal with complaints at a local level if they do arise.
• Develop strategies to manage the risk of the escalation of complaints.
• Recognise the value of a team approach to complaint management.

Supporting Practitioners in Difficulty (DPASS)

• To ensure that all delegates are aware of how DPASS works

Managing Concerns about Performance the Area Team Way

• Raise awareness of the remit of PAG
• Illustrate how the process of quality assurance works
• Describe how best to engage with the process

Complaints, a Tactical Team Approach.

Following the session delegates will understand:

• The issues commonly underlying complaints in the dental setting.
• What makes patients ‘tick’ (and occasionally explode).
• The value of a customer focused practice team approach in reducing the frequency of patient complaints.
• The importance of communication skills in avoiding and addressing complaints.

Supporting Practitioners in Difficulty (DPASS)

Delegates will understand how they can engage with DPASS to assist them in their professional life

Managing Concerns about Performance the Area Team Way

​Delegates will gain better understanding in how to respond to concerns about their performance