CPD Time: 1.5 hours
Duration: 1 hour 15 minutes
This webinar explains the practicalities of designing, setting up and running an effective in-house complaints procedure, including some of the communication, analytical, negotiating and other skills required of the ideal complaints manager. It provides practical tips for identifying what a complaint is really about, and how to respond in a way which makes it more likely that a dissatisfied patient will give your in-house procedures a chance to work and resolve the dissatisfaction, rather than escalating a complaint to another body such as the GDC, DCS or a solicitor.
As a result of completing this webinar programme, participants will:-
This talk satisfies the GDC’s learning outcome:
Kevin Lewis qualified from The London Hospital in 1971. He spent 20 years in full time general dental practice and 10 further years practising part time. He was the Dental Director of Dental Protection for 16 years and also an Executive member of the Council (Board of Directors) of the Medical Protection Society. Kevin has been writing a regular column in the dental press since 1981 – originally as the Associate Editor of Dental Practice and since 2006 as the Consultant Editor of Dentistry magazine. He still writes and lectures regularly all over the world, and has been awarded honorary membership of the British, Irish and New Zealand Dental Associations.
£20.00 + VAT