Complaints Handling

Aims

The aim of this course is to equip participants with the knowledge and skills necessary for effectively managing patient complaints in a dental practice, emphasising the importance of addressing patient concerns promptly and professionally to maintain patient satisfaction and practice reputation.

Objectives

During this course learners will be able to understand how to:

• Identify common reasons why patients may complain about their dental care, including communication issues, treatment dissatisfaction, and administrative errors.
• Understand the potential consequences of unresolved complaints on patient satisfaction, practice reputation, and legal implications.
• Recognise the different channels through which patients may express their complaints, including verbal, written, and social media platforms.
• Implement effective strategies for handling verbal and written complaints, including active listening, empathetic communication, and transparent resolution processes.
• Conduct prompt and thorough investigations into patient complaints to identify root causes and implement appropriate solutions.
• Discuss the legal and ethical considerations surrounding patient complaint resolution, including data protection, confidentiality, and ethical obligations within the dental profession.
• Analyse patient complaints to identify areas for improvement within the dental practice's policies, procedures, and patient care standards.
• Implement ongoing training and development initiatives to ensure staff possess the necessary skills and knowledge to effectively handle patient complaints.
• Recognise early signs of patient dissatisfaction through body language, tone of voice, and language cues to proactively address concerns before they escalate into formal complaints.

Learning Outcomes

By the end of this course, participants will be able to:

• Demonstrate an understanding of the importance of addressing patient complaints promptly and professionally to maintain patient satisfaction and practice reputation.
• Apply effective communication and conflict resolution skills to handle patient complaints with empathy, transparency, and professionalism.
• Implement appropriate strategies for investigating patient complaints, identifying root causes, and implementing solutions to prevent recurrence.
• Navigate the legal and ethical considerations surrounding patient complaint resolution in the dental profession, including data protection, confidentiality, and ethical obligations.
• Analyse patient complaints to identify opportunities for continuous improvement within the dental practice's policies, procedures, and patient care standards.
• Develop and implement ongoing training and development initiatives to ensure staff possess the necessary skills and knowledge to effectively handle patient complaints.
• Recognise early signs of patient dissatisfaction and proactively address concerns to prevent escalation into formal complaints, thereby fostering a culture of continuous improvement and patient-centred care within the dental practice.

GDC Development Outcome

A

Topics covered