Confidence in Complaints Handling (CPD13MAY19)

AvailabilityCourse has taken place
SubjecteCPD
DescriptionPeople receiving dental care are much more willing than ever before to voice their opinions, offer feedback, or make a complaint about their experience of dental care. This means that however good you and your team are you will occasionally receive complaints and feedback, so the dental team needs the knowledge, skills and confidence to handle complaints and feedback professionally. This session will help you to understand the NHS complaints regulations and how they work in practice, as well as how to handle complaints about private dental care. The session includes examples based on real cases, along with practical tips on local resolution and demonstrating learning from complaints. The session also explores how complaints escalate and what happens next, with a focus on developing skills in professional complaint handling to avoid escalation to the GDC or to litigation
VenueForest Pines Hotel and Golf Resort, Nr Brigg - Brigg  View details
Date & timeMonday 13 May 2019, 09:00 to 12:30
LecturerSue Boynton  View details
Target audience

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

Course styleWorkshop
CategoryCore course
CateringRefreshments
Development outcomeA, B, D
CPD hours3:00
Cost£30.00 (subject to discounts, see Target audience above)
Aims

To provide an update on professional handling of complaints and feedback

Objectives

Describe best practice in handling complaints and feedback.

Understand the relevant regulations, GDC requirements, and CQC requirements.

Understand the role of NHS England, the Parliamentary and Health Service Ombudsman and the Dental Complaints Service.

Understand how to acknowledge, investigate and respond to a complaint professionally and effectively.

Development outcomes

This training session is intended to create an understanding of professional handling of complaints and feedback. Delegates will be in a position to build skills in effective complaint and feedback handling and share knowledge and skills within their team.

GDC development outcomes

A - Communication skills

B - Effective practice management

D - Professional behaviours