When Patients Bite Back: Managing Dental Complaints and Staying Confident (SW13-03-01-1)

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SubjectCustomer service
DescriptionPatients may find any 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 manage dental complaints quickly and successfully. It will empower you to deal effectively with any complaint that arises.
VenueNew College Swindon, Swindon - Swindon & N Wiltshire  View details
Date & timeFriday 1 March 2013, 09:30 to 16:30
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 hours6:00
Cost£35.00
Aims

Aims to help you understand:

 

· 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 disgruntled patients early

· You and your team can practice confidently and not be overly fearful of complaints.

· Practical understanding of CQC Outcome 17 Managing Dental Complaints- A look at the key elements within this process.

· Attending this course will benefit all team members

· Ensure that your practice have an opportunity to resolve disputes and complaints locally without them escalating to higher authorities.

 

 

 

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