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Handling patients' complaints successfully

Event Type
Event Subject
Practice management
Friday 10 July 2015 - Monday 31 December 2018
00:00 - 00:30
BDA e-learning
Address, ONLINE
Booking Fees
  • Dental Care Professional: £15.00
  • BDA member: £20.00
  • Non member: £35.00

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Handling patients' complaints successfully

Session synopsis

The dental team are in the frontline when dealing with patients, from the first impressions created by the receptionist and practice manager, to the patient's journey through the practice. Communicating effectively with patients and knowing how to prevent a complaint from escalating are essential parts of the dental team's skill mix.

Lecture filmed at the British Dental Conference and Exhibition 2015.


Learning objectives

  • Creating a positive and friendly first impression
  • Gaining insight into what the drivers are behind difficult behaviours
  • Build rapport with even the most challenging patients
  • Aim for adult-to-adult communication.


30 minutes of verifiable CORE CPD

A CPD certificate (in the name of the purchaser) will be available to download once viewing of this online lecture has been completed.


About the speaker


Heather Dallas, Managing Director, Dallas Development

Heather spent ten years as a senior training manager within Deloitte in the UK and managed a team of fifteen people. She left Deloitte in 2000 to set-up her own training and coaching business, Dallas Development Limited. 

Heather runs various programmes for the British Dental Association including assertiveness, handling difficult patients, time management, receptionist and telephone skills and is a speaker at annual dental conferences on topics including advanced communication skills for nervous patients, team working and stress management.  

She also runs tailored programmes for dental practices up and down the UK including personality profiling using Myers Briggs for the whole dental team.

Current clients in addition to the dental profession include: the Financial Services Authority, Pret, Johnson & Johnson, BP, Coca Cola, Deloitte, Cognizant, Cancer Research, European Investment Fund, Zizzi, ASK and Greene King.

Heather is also a motivational and inspiring public speaker and personal coach in personal impact and career development.  Her specialist areas are management skills, team working, personal impact, train the trainers, presentation skills, life balance and handling conflict.  She is a qualified MBTI Practitioner, Belbin Team Roles Consultant, Strengths Deployment Inventory Consultant and NLP Master Practitioner.


How to watch

If you are a BDA member or you already have a BDA website log in then you may purchase this webcast online. Please go to the 'Book Event' box at the top of this page. Once payment has been received a confirmation email, with a link through to the session, will be dispatched.

If you are a BDA member but do not know your website log in, contact the membership team on 020 7563 4550 or Alternatively retrieve a password reminder.

If you are a non-member dentist or a dental care professional and do not already have a BDA website login: Unfortunately our online booking system is not available to you at the moment – please order your webcast by downloading the booking form and returning it via email to or call the Events team on 020 7563 4590 and your order will be processed offline.

Please note, webcast bookings are non-refundable.

Should you experience any difficulties please contact the BDA Events team on 020 7563 4590 or email

This lecture is available to view now.