Handling patient complaints related to quality of care and finance … Mr Rhett Clayton

Description

When dental practices think about receiving a complaint, it’s easy to think “it won’t happen to us”. However, it’s important to be aware that great dentists and great practices can and do receive complaints. So whilst practices should aim to minimise the likelihood of a complaints being received, they should also have processes in place to deal with complaints should they occur. How a complaint is handled can greatly impact whether it’s resolved quickly or escalates into a more serious matter.

Learning Outcomes:

At the completion of this session, attendees will:

Understand some of the common patient complaints received by dental practices
Be able to apply risk management processes to reduce the likelihood of complaints occurring
Implement practice processes to appropriately manage complaints received