DFT Lancaster - Complaints Procedure / Communication (NW160122FLP)

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Documents
FP84 22.01.16

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SubjectDFT Lancaster Scheme
DescriptionMike Stoker is a practising GDP working in a mixed NHS/Private practice, for twenty years. For the past 9 years Mike has been an ES for the Mersey Deanery and recently became the Training Programme Director for the Lancaster Scheme.
VenueRoyal Lancaster Infirmary, Lancaster - Lancashire  View details
Date & timeFriday 22 January 2016, 13:30 to 16:00
LecturerDr Mike Stoker  View details
Target audience

Mandatory: Foundation Dentist

Development outcomeNo development outcome
Course styleLecture
Core topic Not a core topic
Catering None
CPD hours2:45
CostNo charge
Aims

1. To familiarise you with the NHS regulations for dealing with complaints.

2. To demonstrate a formal complaints procedure.

3. To give some insight in to why patients complain.

4. To improve your communication skills with patients.

Objectives

1. To allow you to recognise and deal with difficult patients in a professional manner.

2. To handle complaints in the correct way.

Learning outcomes:

At the end of the session you should be able to get a feel for difficult patients and deal with them more effectively.

If a complaint is received you will be able to handle it in the correct way, following the latest NHS regulations.

Implement systems in working practice to avoid receiving complaints.