This course has been created by Josie Hastings.       

Josie Hastings has considerable experience in the training, advisory and consultancy field and specialises in the areas of Equality and Diversity; Dealing with Harassment and Bullying; Managing Poor Performance; Conducting Appraisals and Dealing with Violence and Aggression in the Workplace. She has run these courses for the whole dental team for the last 15 years, predominately for NHS Health Education Midlands but also for the Welsh Deanery.

In addition she has run sessions for the Faculty of Dental Surgery (FDS) and the Faculty for General Dental Practice (FGDP) at the Royal College of Surgeons in London for Faculty staff and General Dental Practitioners across the UK. Before becoming a trainer she worked for both RADAR (Royal Association for Disability Rights) and the Equality and Human Rights Commission.

This course is aimed at helping you, and your Practice, deal with complaints from patients or clients more effectively..

Verifiable CPD hours = 1

Aim

To help you, and your Practice, deal with complaints from patients or clients more effectively.

Objectives

1. Learn how to deal with patient or client complaints from the initial response through to maintaining or rebuilding the relationship afterwards.
2. Be shown a step-by step process for dealing with complaints called R.E.A.C.H.
3. Be able to use the process to deal with six real complaints from patients as part the course.

Learning Outcomes

At the end of this course you will be able to:

1. State the facts around complaints
2. Avoid the common pitfalls around complaint handling
3. Know how to handle the initial approach appropriately
4. Respond to complaints, effectively using the R.E.A.C.H. process.

GDC Development Outcomes: A, B, D