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Complaints: why they happen and how to resolve them
On-demand webinar: based on the April 2009 live event
2 hour presentation (approx.)
20 quiz questions
4 hours CORE verifiable CPD
Dr John Tiernan BDentSc BA DGDP
Director of MPS Educational Services
Learning summary
Aim
This presentation will help dental professionals understand the nature of complaints and how they can be prevented, managed and help deliver excellence in patient care.
Objectives
Topics discussed include:
- why complaints occur;
- common complaints in dentistry;
- key features of a complaints handling process;
- a complaints handling strategy that helps deal with difficult situations;
- the link between complaints and litigation.
Outcomes
On completion you should have a good understanding of how complaints:
- may be prevented;
- handled successfully in the practice environment;
- used as a means to improve both patient care and satisfaction;
- ...and litigation avoided.
Instructions
- Select Start and follow the instructions. Your progress is recorded so you do not need to complete the course in one sitting..
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 all the steps in the course (the steps and your progress are indicated by selecting the Contents button)
- 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 all the steps in the course have been completed. Select the Contents button to view the steps and your progress.
If you have any other questions first view our extensive FAQs on the support section of the website. if you are unable to find the answer please contact us.
 Verifiable CPD
On completion of the course you will be given a certificate for 4 hours core verifiable CPD.
An evaluation is also available for you to provide feedback.
Aim
This presentation will help dental professionals understand the nature of complaints and how they can be prevented, managed and help deliver excellence in patient care.
Objectives
Topics discussed include:
- why complaints occur;
- common complaints in dentistry;
- key features of a complaints handling process;
- a complaints handling strategy that helps deal with difficult situations;
- the link between complaints and litigation.
Outcomes
On completion you should have a good understanding of how complaints:
- may be prevented;
- handled successfully in the practice environment;
- used as a means to improve both patient care and satisfaction;
- ...and litigation avoided.
About the Presenter
John joined Dental Protection full-time in 1994 after fourteen years in general dental practice. After a recent spell as Asssitant Dental Director he is currently the Director responsible for MPS Educational Services. 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.
Questions
NB: Please consult the Support section of this site for our extensive range of FAQs (frequently asked questions)
This is a problem that AOL users experience when using the web browser within the main AOL interface.
If you are using AOL, to avoid the problem simply minimise AOL (do not disconnect the internet connection) and use a web browser (i.e. Internet Explorer or Mozilla Firefox) instead.
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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