WHEN PATIENTS BITE BACK! [Ensuring the CQC are happy with the way we handle patient complaints] (SW12-11-01-1)

AvailabilityCourse has taken place
SubjectCustomer service
DescriptionEffective Patient Complaint Handling and Staying Confident. Patients may find an excuse not to go to the dentist. Yet if their visit goes wrong - they won't hesitate to complain! How do you cope and turn a negative into a positive situation? Let us show you... This course will help you and your team deal with complaints quickly and successfully. It will empower you to deal effectively with any complaint that arises.
VenueBuckerell Lodge Hotel, Exeter - Devon N & E  View details
Date & timeThursday 1 November 2012, 09:30 to 16:00
LecturersMr Anthony Asquith & Sarah Thompson  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours7:00
Cost£48.00
Aims

To Develop Effective Patient Complaint Handling and how to Stay Confident. It

Objectives

·   The following will be understood by the end of the course

The NHS and Private Dental Practice complaints handling process and what patients really want.

· Evidence based and successful pro-active risk assessment strategies.

· Psychological influence techniques, behavioural psychology, body language and facial micro expressions to spot a disgruntled patient early.

·Developing stratergies for you and your team to practice confidently and not be overly fearful of complaints

· CQC Outcome 17 Complaints- A look at the key elements within this process