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Learn to love complaints

Event Type
Event Subject
Practice management
Friday 10 July 2015 - Wednesday 1 August 2018
00:00 - 01:00
BDA e-learning
Address, ONLINE
Booking Fees
  • Dental Care Professional: £30.00
  • BDA member: £40.00
  • Non member: £60.00

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Learn to love complaints  

Session synopsis

The session will review how complaints arise and how they can be used to improve the services provided to patients. Viewers will also take away some practical tips on how to respond to complaints and concerns in ways that will minimise escalation. The underpinning message is that good and ongoing communication promotes patient engagement and reduces serious complaints.

Lecture filmed at the British Dental Conference and Exhibition 2015 as part of the FGDP series Faculty of General Dental Practice.jpg

Learning objectives

  • What makes patients want to complain
  • The makeup of a complaint
  • The basics of how to respond well.


1 hour 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

Janine Brooks - photo.jpg

Janine Brooks MBE, Associate Postgraduate Dental Dean, Thames Valley and Wessex, Health Education England and Lead Clinical Tutor, Law and Ethics Unit, Bristol University BUOLD programme

After qualifying in the early 80s, Janine spent her whole clinical career in Community Dentistry, the last 17 years as a Clinical Director. Currently, Janine is Associate Postgraduate Dental Dean for Health Education England (Thames Valley and Wessex), an educational inspector for the GDC, non-executive director of CDS CIC social enterprise and Lead Clinical Tutor for the Law and Ethics unit for Bristol University BUOLD programme. 

In addition, she also finds time to run her own coaching and training consultancy, Dentalia, providing coaching for leadership to dental professionals and a broad range of education and training topics to include reflective practice, ethical practice, leadership skills, professionalism, underperformance and communication skills.  Janine is also a partner in the Dental Coaching Academy providing leadership coaching to dental professionals. Janine received an MBE for services to dentistry in the New Year Honour's List 2007, and was awarded a Fellowship of the Faculty of General Dental Practice by election in March 2010.

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.