Handling Complaints
Wednesday 1st April 2009
20:00-21:45 GMT
Dr John Tiernan
2 hours verifiable CPD
£65.00 (£55.00 early-bird rate: book at least 7 days in advance)
Prices include VAT
Prefer to book by telephone?
Call +44 (0)20 8299 9742
Annual Subscription
An annual subscription to the Live Webinar programme can significantly save you money on your CPD requirements. Click here for more information on our special subscription offer.
What dentists say...
"A great way to gain CPD experience."
"Keep it up. I am a convert - I will definitely be participating in more "webinars"
"Excellent way to communicate not only with the presenter but also with other dentists. Both informative
and an enjoyable way to learn."
Verifiable CPD
On completion of the course and a short course evaluation you will be given a certificate for 2 hours verifiable CPD.
Learning Aim
To understand why complaints occur
To understand the common complaints in Dentistry
To understand the key features of a complaints handling process
Learning Objectives
To learn a complaints handling strategy and deal with difficult situations
To understand the link between complaints and litigation
Learning Outcome
By the end of this session participants will be aware of common elements of complaints in Dentistry and how to handle these effectively.
About the Presenter
John served as an elected member of the General Dental Council for ten years where he chaired its Working Group on Specialisation in Dentistry. He is also a past Chairman of the British Dental Health Foundation.
John has lectured extensively both nationally and internationally on the subjects of risk management, communication and complaint handling and is also the author of many articles and papers on these subjects. He is also co-author of a book on Risk Management for Dental Practice with his colleague, Raj Rattan.
John joined the Dental Protection organisation full-time in 1994 after fourteen years in general dental practice. He is currently the Assistant Dental Director as well as being the Director responsible for MPS Educational Services. He has a specific responsibility for Dental Protection's activities in Southern Africa.
Click on the questions below to reveal the answers.
A webinar is an online seminar that you watch via your PC from the comfort of your home or office. You watch the presentation, listen to the speaker, and interact with other viewers. Unlike conventional seminars, our webinars provide an informal atmosphere and the added benefit of private chat, comments and questions.
As long as you have basic computer skills and a reliable broadband connection you will be fine. We run a test session 48 hours before the event which makes sure that your computer is configured correctly and give you a quick guide to the webinar process. It should take no more than 15 minutes and we are sure you will be impressed! We also open the webinar session an hour early on the day of the event so that you can login early. A freephone number is available for any technical difficulties once the event has started.
Yes, you can submit questions to the presenter anytime before or during the webinar by email or by using the chat window. Questions will be addressed during the question and answer session.
- Windows PC/Apple Macintosh* and broadband connection (a wired connection rather than wireless connection is recommended)
- Basic computer skills
Whilst not necessary the following are recommended to make the most of the session
- Webcam (*not supported on the Mac)
- A microphone or headset
- Glass of wine (or preferred alternative) and nibbles!
If you have any other questions, please contact us.