Effective complaints handling for the team (CPD-LEED21SEP16)

Nobody likes to receive complaints but our ability to respond to them constructively, and to learn any lessons that they provide for us, goes to the very heart of professionalism.

However good you and your team are, you will occasionally receive complaints. Research shows that where a complaint is handled well, the loyalty of the patient is often strengthened. A complaint handled professionally can actually be a practice builder.

Mandatory: Dental Hygienist (£15.00pp discount), or Dental Nurse (£15.00pp discount), or Dental Technician (£15.00pp discount), or Dental Therapist (£15.00pp discount), or Practice Manager (£15.00pp discount), or Receptionist/Administrator (£15.00pp discount), or Dentist

This essential complaints handling session describes the key steps to help you transform complaints from a threat into an opportunity.

By the end of the presentation delegates will have an understanding of professional complaints handling, and be able to select the appropriate management techniques to implement the relevant strategies in the practice session.

Topics covered include:

What is in the regulations, the stages of the process and who might be involved, planning an investigation, NHS England, the ombudsman, the Dental Complants Service, and the CQC expectations.