Image of a person in front of a speech bubble to signify a patient complaining

Handling difficult patients: GDC standards for complaint​ handling

1hr Verifiable CPD, 2 Modules, 7 Learning Resources

Course Summary

Together with 28 organisations from across the dental sector, the GDC has ​developed a set of universal principles for handling complaints about dental professionals. 

Six core principles provide a simple template for best practice, helping professionals and patients to get the most from feedback and complaints, for the benefit of all.​​​​

This course will take you through the principles which set out a very clear picture of what patients can expect when providing feedback or making a complaint. It also has some short video clips showing how to handle the difficult patient.

A poster and leaflet showing these core principles are available for display on walls and in waiting areas of dental practices. By using these materials, dental professionals can clearly demonstrate to patients that they follow a good complaint handling procedure.

Learning Content

How the six principles of good complaint handling relate to the CQC’s inspection framework and the GDC’s Standards for the Dental Team.
Preparing to deal with complaints.

Aims & Objectives

  • To understand the guidelines for handling a complaint and to have a six-step​ procedure policy in the practice.
  • To use the advice given in the guide to handling feedback and complaints at your practice.

Development Outcomes

A. Effective communication with patients, the dental team, and others across dentistry, including when obtaining consent, dealing with complaints, and raising concerns when patients are at risk .

B. Effective management of self, and effective management of others or effective work with others in the dental team, in the interests of patients at all times; providing constructive leadership where appropriate.

D. Maintenance of skills, behaviours and attitudes which maintain patient confidence in you and the dental profession and put patients’ interests first.

Members can enrol now by logging in here, if you’re not yet a member you can register here.

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