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Do you want to enroll into the course?
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Handling Complaints for the Dental Team
Dr Andrew Collier LLM BDS
Dento-legal adviser,
Dental Protection Society
The on-demand version of the January 2010 Lunch 'n' Learn live webinar.
1.5 hours verifiable CPD
"A great guidance approach to patients expectation and body language"
"I've learnt about how to handle a complaint effectively and the correct procedures to follow"
" Great webinar. Denal Channel provides fantasic range of topics"
"These presentations are always very informative"
Instructions
- View the presentation: your progress is bookmarked so you may return to the last topic viewed
NB If you do not complete the course in one sitting make sure that when you leave you close the presentation and exit the course. If you do not do this your progress may not be recorded correctly.
- Your CPD certificate will be available from
 Gradebook (see the course menu) once you have completed the presentation (you must have viewed all the topics and passed the quiz)
- Complete the evaluation - we need you feedback to develop improve our servce
- Use the discussion forum to ask questions and read what others are saying about the topics covered in this course.
- Windows PC or Apple Macintosh (broadband connection recommended)
- Basic computer skills
- Loudspeakers or headset
- Some quality time
- At the end of the presentation you will be invited to complete the short evaluation. This gives you the opportunity to provide feedback and help us to improve our service.
- Your CPD certificate will be made available in Gradebook once the presentation has been completed.
If you have any other questions, please contact us.
 Verifiable CPD
On completion of the course you will be given a certificate for 1.5 hours verifiable CPD.
An evaluation is also available for you to provide feedback.
Learning Aim
To describe why patients complain and the effects their complaints have upon us
Learning Objectives
- To describe the advantages we can gain from good complaints handling
- How to defuse complaints by managing them correctly in the early stages
Learning Outcome
By the end of the session participants will have a better understanding of the advantages of handling complaints efficiently and effectively
About the Presenter
Andrew qualified in Newcastle-upon-Tyne in 1976. He has worked as a dental practitioner for twenty years and as a clinical teacher at Leeds Dental Hospital. He is an emeritus member of the Dental Nurse Exam Board Council. He obtained a Master of Law degree at Cardiff University in July 1996, and now works full-time for our Leeds office where he has a special responsibility for members who are dental nurses.
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The on-demand webinars are recordings of the live webinars. As the audio is recorded over the internet the sound should be closer to telephone sound quality rather than CD sound quality.
We endeavour to ensure that all audio faults are removed and that the sound quality does not detract from the viewing experience.
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