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Handling complaints and managing difficult patients

Event Type
Event Subject
Practice management
Topic Groups (Business Management, Patient Communications, Practice Management)
Friday 22 June 2018
10:00 - 16:30
British Dental Association
64 Wimpole Street, LONDON, W1G 8YS, England
Booking Fees
  • Dental Care Professional: £95.00
  • BDA member: £150.00
  • Non member: £195.00

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Contact details

Contact Silvia Pramparo

Tel 020 75634590

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Handling complaints and  managing difficult patients

Friday 22 June 2018  |  London


Learning objectives 

Learn how to use complaints as a positive management tool to enhance your relationship with your patients.

Skilful handling of complaints is essential to modern business management as reputation and customer goodwill are paramount. If handled properly, a complaint can enhance relations and turn a potentially lost customer into a satisfied patient. This interactive course will equip you with excellent customer care and key communication skills to help you and your team manage angry, aggressive, nervous and upset patients. Gain the ability to diffuse upset patients and greatly reduce the possibility of complaints escalating to a Fitness to Practise case. 

  • Understanding the formal procedures of complaint handling
  • Take stock of how well your team communicates with your patients
  • Identify how to improve customer service and  avoid complaints
  • Recognise why patients can be difficult
  • Understand why patients are nervous
  • Understand how to defuse angry or upset patients and remain calm and in control
  • Maintain rapport during difficult, aggressive conversations.

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How to book

Book Online


BDA members can register online

(login/register - see top right of page)

Book by phone

By phone

020 7563 4590

Booking Form

By booking form

Print, complete then return a

 bookin​g form



​BDA Member:£150.00

Non Member: ​£195.00​DCPs: £95.00


The fee includes refreshments, lunch and all course documentation.





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Heather Dallas, Managing Director, Dallas Development

Heather spent ten years as a senior training manager at Deloitte before starting Dallas Development in January 2000. As well as running various programmes for the BDA, 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 and Integral Eye Movement Technique Practitioner.


Victoria Michell, Practice Management Consultant, NHS, Business and General Practice, BDA

Victoria is solicitor working in the BDA's advisory department. She advises on a wide range of regulatory, NHS and commercial matters.


 hours CPD

The training course meets the educational criteria set by the GDC for Verifiable CPD and is certified by the British Dental Association.




If you wish to stay overnight during the event please contact MICE Concierge our appointed hotel booking agency by email or call 01438 908770.


​Full terms and conditions (including cancellation policy)​​