Learn to love complaints
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Learn to love complaints
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
- 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 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.
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