Manage complaints - learn from the feedback (SW13-10-10-2)

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Handout 1Programme

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SubjectPractice management
DescriptionWe commonly view the impact of complaints upon our organisation as having a negative or damaging effect. It is inevitable for complex organisations to sometimes fail to give the service, which is expected by those it strives to serve. In order to uphold good practice we should seek to minimise complaints, whilst at the same time learning from the complaints we receive, in order to continually improve the service we provide to our patients.
Additional information

Neil Farnworth of Enrich Training and Consultancyhas addressed dental audiences on many occasionsand is tuned into the nuances of General Dental Practice

VenuePassage House Hotel, Newton Abbot - Devon S & W  View details
Date & timeThursday 10 October 2013, 09:30 to 16:30
LecturerNeil Farnworth  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£36.00
Aims

This course is designed to assist dental practices to improve their service through the examination of their current complaints policy, how it is implemented and reviewed.  It is also designed to improve the communicaion skills of its staff in delivering patient services in a positive way

Objectives

By the end of the day delegates will: be able to identify the key messages which should be contained in a complaints policy; understand how to implement and review the complaints policy; design procedures which will improve patient satisfaction through the delivery of services; understand how to manage patients' expectaions of services they will receive; understand how to apply emotional intelligence to improve communication skills around compliance handling; have acquired guidelines for managing conflict