Managing Patient Expectations: Handling Complaints! (SW17-05-11-2)

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SubjectCustomer service
DescriptionThis is the second of two courses running this day for dental teams looking at aspects of managing patient expectations. The first dealt with record keeping and consent. Customer service is more important than ever in dental practice today. Patients are becoming better informed about their rights and standards of service which they should expect. The fear of litigation against practitioners it is also a major concern. This workshop examines complaint handling in order that practitioners and practice managers can engage their teams effectively to offer the best service today for their patients.
Additional information

Enrich is a local training company who have extensive experience in providing courses for dental teams

VenuePassage House Hotel, Newton Abbot - Devon S & W  View details
Date & timeThursday 11 May 2017, 13:30 to 16:30
LecturerNeil Farnworth  View details
Target audience

Mandatory: Dental nurse (£20.00pp discount), or Dentist, or Hygienist, or Manager, or Orthodontic therapist, or Therapist

Development outcomeNo development outcome
Course styleLecture
Catering Tea and coffee only
Core topic Not a core topic
CPD hours3:00
Cost£30.00 (subject to discounts, see Target audience above)
Aims

The course aims to allow delegates to improve their handling of complaints within the dental practice

Objectives

By the end of the session, delegates should be able to:

  1. minimise complaints within their service or practice
  2. ensure that there is a sound understanding of the impact complaints can have on morale and reputation.
  3. prepare a step by step plan for dealing with complaints effectively
  4. maintain a healthy stuff attitude to dealing with complaints
Learning outcomes

Delegates should be able to recognise potential for complaints and devise a practice policy to minimise the effects on the practice of all complaints