Help! I’ve Got A Complaint – What Should I Do?

Complaints in dental practice are very stressful for everyone concerned. In this talk Stephen will share some helpful tips to manage a complaint successfully, reducing the chances of a claim or GDC case following. In the session Stephen will look at the NHS Complaints procedure and explain who must do what, and when, to comply. He will also give a brief update on the latest dento-legal issues.

Learning objectives

• By the end of the session the delegates will:
  • Appreciate the issues that trigger complaints
  • Understand the key aspects of a complaints procedure
  • Be able to explain who is responsible for each stage of the complaints procedure
  • Be able to describe the key components of a response to a complaint letter

This talk satisfies the GDC’s learning outcome:

 A – Effective communication with patients, the dental team, and others across dentistry, including when obtaining consent, dealing with complaints and raising concerns when patients are at risk

B– Effective management of self and effective management of others or effective work with others in the dental team, in the interests of patients providing constructive leadership where appropriate.

D – Maintenance of skills, behaviours and attitudes which maintain patient confidence in you and the dental profession and put patients’ interests first

Stephen Henderson BDS LLM FFGDP(UK)(hon) FCGDent FFFLM, Independent Dental Adviser

Biography

Stephen is an experienced dento-legal adviser and a specialist in Oral Surgery. He has 25 years of experience advising and supporting dentists that have received complaints claims and GDC cases. He currently works for one of the insurance providers of indemnity, is an expert witness, writer and lecturer. In addition, he works as a mentor for dentists facing investigations at the GDC.