P391 Complaints Handling

About This Course

This course provides information about the role and responsibility of dental professionals in preventing and handling complaints.

Aims

The aim of this course is to equip participants with the knowledge and skills necessary for effectively managing patient complaints in a dental practice, emphasising the importance of addressing patient concerns promptly and professionally to maintain patient satisfaction and practice reputation.

Objectives

Learners will be able to understand how to:

• Understand why patients complain: communication problems, treatment dissatisfaction, and administrative mistakes.
• Know the consequences of unresolved complaints: unhappy patients, damage to reputation, and potential legal issues.
• Identify how patients complain: speaking directly, writing letters, or posting on social media.
• Handle complaints effectively: listen actively, show empathy, and resolve issues transparently.
• Investigate complaints promptly: find out what went wrong and fix it.
• Consider legal and ethical factors: protect patient data, maintain confidentiality, and uphold professional ethics.
• Learn from complaints: use feedback to improve policies, procedures, and patient care.
• Train staff to handle complaints: make sure they have the skills to resolve issues.
• Recognise early signs of dissatisfaction early: notice body language, tone, and language to address concerns before they become formal complaints.

Learning Outcomes

By the end of this course, participants will be able to:

• Identify common reasons why patients may complain about their dental care, including communication issues, treatment dissatisfaction, and administrative errors.
• Understand the potential consequences of unresolved complaints on patient satisfaction, practice reputation, and legal implications.
• Recognise the different channels through which patients may express their complaints, including verbal, written, and social media platforms.
• Implement effective strategies for handling verbal and written complaints, including active listening, empathetic communication, and transparent resolution processes.
• Conduct prompt and thorough investigations into patient complaints to identify root causes and implement appropriate solutions.
• Discuss the legal and ethical considerations surrounding patient complaint resolution, including data protection, confidentiality, and ethical obligations within the dental profession.
• Analyse patient complaints to identify areas for improvement within the dental practice's policies, procedures, and patient care standards.
• Implement ongoing training and development initiatives to ensure staff possess the necessary skills and knowledge to effectively handle patient complaints.
• Recognise early signs of patient dissatisfaction through body language, tone of voice, and language cues to proactively address concerns before they escalate into formal complaints.

GDC Development Outcomes