Building Trust Through Transparency: Tackling Complaints in Dentistry

About This Course

This course tackles complaints handling in dentistry and covers topics such as establishing a process, investigating and reporting complaints, and reflection. Exercises and roleplay scenarios are included.

Why Take This Course?

The course “Building Trust Through Transparency: Tackling Complaints in Dentistry” addresses a common problem dental professionals face – complaints handling. This course provides professionals with a comprehensive understanding of the complaints handling process, from identifying potential complaint situations to reflecting on the resolution of a complaint. Through exercises and roleplay, professionals can practice and improve their skills in investigating and reporting complaints, ultimately building trust with their patients through transparent and effective communication.

The course “Building Trust Through Transparency: Tackling Complaints in Dentistry” can be beneficial as it covers important topics such as complaints handling, establishing a complaint handling process, investigation and reporting of complaints. It also includes practical exercises to help identify potential complaint situations and practice different outcomes of complaint resolution.

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How This Course Supports GDC Enhanced Dental CPD

“Dental professionals have a duty to keep their knowledge and skills up to date. A primary qualification is only the first step in their education and development which should last throughout their professional life” General Dental Council

Learning Objectives	Anticipated Outcomes
1: By the end of this course, students will be able to distinguish between complaints and clinical negligence, and identify potential complaint situations.	1: Upon completion of the course, students are expected to effectively handle complaints and improve patient satisfaction in their own dental practices.
2: Upon completion, learners will have the capacity to establish and maintain an effective complaints handling process, investigate and document complaints, and determine appropriate resolution strategies.	2: As a result of this course, learners will likely contribute to a more positive complaints culture in the dental industry.
3: Students will demonstrate their ability to prepare a complaints report, communicate outcomes of a complaint, and keep accurate records of complaints handled.	3: The course should lead to an improved understanding of the regulatory framework for complaints handling in dentistry, as well as the ability to establish a complaints handling process, investigate and resolve complaints, and prepare complaints reports.
4: By the final session, participants will have mastered the principles of complaints reporting and best practices for investigating and resolving a complaint.	4: In the wider context, the course aims to contribute to improving patient satisfaction and trust in the dental profession.
5: At the course’s conclusion, attendees will have developed the competency to create a positive complaints culture in their dental practice and improve patient satisfaction and trust in the dental profession.	5: Following the course, the expectation is that students will have developed the competency to effectively handle complaints, establish a complaints handling process, and contribute to a more positive complaints culture in the dental industry.

Regulatory Standards

GDC	CQC
✅ A – Effective Communication ✅ B – Effective Management ✅ C – Maintenance in Field of Practice ✅ D – Maintenance in Patient Confidence	✅ Caring ✅ Effective ✅ Leadership ✅ Responsive ✅ Safe

🕐 60 minutes of Enhanced Dental CPD

Course Description

The course “Building Trust Through Transparency: Tackling Complaints in Dentistry” covers understanding complaints handling, establishing a complaints handling process, investigating a complaint, reporting a complaint, and reflection on the course content, among other topics. It also includes exercises to help identify potential complaint situations and roleplay different outcomes of complaint resolution.

Course Outline

Section 1

Section 1 of the course “Building Trust Through Transparency: Tackling Complaints in Dentistry” focuses on understanding complaints handling. It covers topics such as the introduction to complaints handling, causes of dental complaints, the regulatory framework for complaints handling, differences between complaints and clinical negligence, and an exercise on identifying potential complaint situations.

Section 2

Section 2 of the course “Building Trust Through Transparency: Tackling Complaints in Dentistry” focuses on establishing a complaints handling process in dental practices. It discusses the purpose and benefits of complaints handling, the roles and responsibilities of dental professionals in handling complaints, the types of complaints handled, and how to receive and acknowledge a complaint. It also includes an exercise on analyzing a complaint and determining an appropriate response.

Section 3

Section 3 of the course focuses on investigating complaints in dentistry, including essential steps for investigation and best practices for resolution. The section also covers how to document and record complaints, as well as strategies for resolving them. Through exercises and roleplay, students will learn to analyze and determine appropriate responses to complaints, and will gain an understanding of different outcomes of complaint resolutions.

Section 4

Section 4 of the course “Building Trust Through Transparency: Tackling Complaints in Dentistry” covers the preparation and principles of complaints reporting, communicating outcomes of a complaint, and keeping records of complaints handled. An exercise is included to prepare a complaint report.

Section 5

Section 5 of the course “Building Trust Through Transparency: Tackling Complaints in Dentistry” provides an overview of the entire course content and includes reflection on the benefits and challenges of complaints handling, strategies to create a positive complaints culture, and a summary of the course content and lessons learned.

Course Reviews

⭐⭐⭐⭐⭐
Great course that provided practical tips on improving patient communication and preventing complaints. The roleplay exercises were especially helpful in preparing me for real-life situations.

✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

⭐⭐⭐⭐⭐
I appreciated the emphasis on reflection and learning from complaints, rather than just seeing them as a negative experience. The module on establishing a complaints handling process was particularly useful for my practice.

✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

⭐⭐⭐⭐⭐
I found the course to be comprehensive in its coverage of complaints handling, and appreciated the focus on transparency and building trust with patients. The section on reporting complaints was especially informative, as I had not been familiar with the reporting requirements before.

✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

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The Enhanced CPD Pro app can be used on any device with a browser. If you’re using a phone or tablet, you can add it to your homescreen for quick access.

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