7 BIGGEST MISTAKES DENTAL TEAMS MAKE WITH COMPLAINTS: AND HOW TO AVOID THEM

7 BIGGEST MISTAKES DENTAL TEAMS MAKE WITH COMPLAINTS – AND HOW TO AVOID THEM

How confident are you when it comes to dealing with patient complaints? If you want to power up your knowledge and confidence in dealing with unhappy patients and patient complaints this session is a must!.

Knowing what not to do can be as important as knowing what to do! To assist you this session includes real life examples of getting it wrong – and getting it right, including Covid related complaints

Aims and Objectives

Aims: This session aims to give you an understanding of the essentials of practical, effective and professional complaints handling.

Objectives:  This session will explore professional complaints handling skills with a focus on resolving complaints and demonstrating learning.

Learning outcomes: After this session delegates will be in a position to build professional skills to resolve complaints and comply with GDC, CQC and NHS requirements.

GDC development outcomes A B D

Sue Boynton BDS LLM FFGDP(UK) FFFLM

Sue Boynton is an Independent Dentolegal Consultant and The Complaint Expert who has already helped dentists and dental teams to resolve literally thousands of complaints. Sue not only uses her knowledge, experience and expertise to resolve complaints, she also excels at transforming negatives into positives.

She built her skills over many years working with an indemnity organisation where she was the knowledge expert for complaints, and also provided expert input into international complaints resolution procedures.

Sue is a hugely popular and effective expert who works 1:1, with teams, and with organisations where she transforms complaints, feedback, and reviews into successes. The fact that Sue is a dentist and a dentolegal consultant means that she can see all perspectives and she is known for being on your side. Her expertise is much sought after in the UK and internationally and she is in great demand as a professional speaker. She also runs the popular Complaint Success group.

Sue is an NLP Master who has a Master’s Degree in Medical Law, and is a Fellow of both the Faculty of Forensic and Legal Medicine, and the Faculty of General Dental Practice (UK). When she is not working Sue finds relaxation in skydiving, fire-eating, and sitting in the sun.