Two People shaking hands. Course image for complaints handling.

Handling Patient Complaints

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Complaints HandlingRecommended CPD

30mins Verifiable CPD, 3 Modules, 3 Learning Resources

Course Summary

In this short but powerful course, Dr.Toy covers how valuable well-handled complaints can be for the improvement of patient-focused services. 

In particular the following topics are covered:

  1. Preparing to deal with complaints
  2. Recording Complaints
  3. Dental Complaints Service (DCS)
  4. Desired outcomes of complaint handling procedures
  5. NHS Complaints
An image of people shaking hands to signify resolving a complaint

Speaker Profile

Dr Andy Toy MMedSci (Clinical Education) BDS MFGDP(UK) PGCert Mentoring in Dentistry RCS (Eng)

Andy says “The Dental Business Academy was founded in 2011 to help dental team members gain access to further education in a simple, cost-effective way. Our vison was to make it easy to fit professional development into their busy lives. Our courses are written and delivered by experts in dental education and have helped many hundreds of students improve their knowledge, skills and job prospects. Why not join them and make the most of your career in dentistry?’’

To find out more about the courses and services offered by the Dental Business Academy please click here 

Learning Content

A brief introduction to handling complaints with emphasis on:

  • Preparing to deal with complaints
  • Recording complaints
  • Dental Complaints Service (DCS)
  • Desired outcomes of complaint handling procedures
  • NHS complaints

Aims & Objectives

To learn how to effectively manage and lead a world-class team of people.

To gain an understanding of the importance of handling complaints effectively

To understand the regulations surrounding dental complaints

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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