Successfully Handling Patient Complaints and Increasing Personal Confidence. (SW11-05-20-2)

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SubjectCommunication skills
DescriptionResearch into why patients complain or sue, demonstrates that over 50% of patients who take things further, against you and your team will have decided to do so because they don’t like you. More worrying however, is that this is commonly something they have thought about doing even before any act of alleged negligence has occurred. (Mangels et al) Attending this course will be great fun and will enhance your skills in understanding that people react to situations and how to spot this early to avoid unnecessary disputes. Attendance will also enhance your skills at handling complaints effectively and remaining confident in yourself and your approach to working. For more information on the presenters, visit their website www.dentcomtraining.co.uk
VenueCustom Dental Ceramics, Newton Abbott - Devon S & W  View details
Date & timeFriday 20 May 2011, 09:30 to 16:30
LecturersMr Anthony Asquith & John Moore  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours8:00
Cost£30.00
Aims

The course should give delegates opportunity to

develop an understanding of complaints procedures and the stages involved as per GDC regulations.

 

 

develop a positive attitude towards handling patients who are distressed

not fear complaints

seee how different people complain for a variety of reasons and discover how best to work with them as well as how to be confident in spite of adversity

maintain a sense of perspective.

Objectives

By the end of the course participants :

will be able to develop strategies for handling complaints effectively

will have learned about proactive risk management to avoid complaints

will have learned about what practitioners who don’t get sued do in their work.

will have learned about the predisposing factors and precipitating factors as to why people take these matters further.

will have learned about the body language of dissatisfaction and what to do when these signs become visible.