Complaints, communication and contractual challenges (CPD-LEED03MAY17)

Communication failure is often cited as one of the root causes in many patient complaints and in litigation cases.

During the morning of this study day, Raj Rattan will explore effective communication strategies in a clinical and non-clinical context and present a number of frameworks for effective communications. The content will include how to present treatment options to patients and offer some practical tips gained from his 30 years experience of running multiple practices. He will also discuss common communication failures by presenting case histories to analysis what can be learned from studying these cases.

During the afternoon, Raj will provide an update on the progress on dental contract reform and the implications for patients, the dental team and the business of dentistry. The course is aimed at dentists including practice owners and associates. Aspects of the course will also be suitable for dental nurses, hygienists, therapists and practice managers.

Mandatory: Dental Hygienist (£25.00pp discount), or Dental Nurse (£25.00pp discount), or Dental Therapist (£25.00pp discount), or Practice Manager (£25.00pp discount), or Dentist

• To review and understand complainant behaviours
• To discuss effective communication strategies in general dental practice
• To explore the challenges with the current dental contract and update delegates on the plans for contract reform

• Delegates will be able implement effective complaints strategies
• Delegates will be able to apply the principles of effective communication with patients
• Delegates will have a better understanding of the challenges of the current GDS contract
• Delegates will have more knowledge about the proposals for contract reform