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Hounslow and Twickenham Section

Event Type
Event Subject
Development Outcomes (A, B, C, D)
Topic Groups (Aesthetic Dentistry, Oral Cancer, Complaints Handling)
Saturday 7 March 2020
08:00 - 16:00
Ashford Hospital
London Road, ASHFORD, Middlesex, TW15 3AA, England
Booking Fees
  • Dental care professional: £25.00
  • Essential member: £25.00
  • Expert member: £25.00
  • Extra member: £25.00
  • Senior member: £25.00
  • Non member: £25.00
  • Student member: £25.00

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Contact details

Contact Silvia Pramparo

Tel 020 7563 4590

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Team Day 2020

* If booking for two or more people, please use the booking form (PDF version) or booking form (word version) to make your booking, or call us on 020 7563 4590.


Saturday 7 March 2020


Ashford Hospital Education Centre, Ashford Hospital, London Road, Ashford, Surrey, TW15 3AA


08:00 Registration and refreshments

08:45 Lectures start

09:00 Digital – is it really worth it? - Thomas Norlin

10:00 Complaint handling for the whole team - Lisa Bainham

11:00-11:30 Coffee break

11:30 Medical emergencies within the dental practice - Leeanne Noon 

12:30-13:30 Lunch and displays

13:30 Mouth cancer - Chet Trevedy        

14:30 Sharing is caring - Adult and child safeguarding update for the dental team - Stuart McCallum

16:00 Q&A / Raffle / End

Branch / SectionHounslow and Twickenham Section
CPD5 hours

BDA members - £25

Non-members - £25

DCPs - £25


Digital – is it really worth it?

  • Comparing digital and analog dentistry objectively for both predictability and profitably 

Handling complaints:

  • To recognise where potential complaints come from and why, and use preventative techniques to provide the right solutions.
Medical emergencies:
  • To provide information and skills that are required by professional standards to manage medical emergencies including the use of emergency drugs as per BNF (current issue). 
  • Be familiar with the current policies and procedures for safeguarding within the workplace.
Learning objectives

Digital – is it really worth it?

  • The delegate should have a better understanding on options and limitations and costs with both techniques in relation to crowns and bridge work as well as implants.

Handling complaints:

  • ​Identify the different types of complaints and what causes them
  • Learn how to train your team to handle complaints correctly
  • Learn what the legal requirements are regarding complaints.
Medical emergencies:
  • Increased knowledge of the GDC professional standards in relation to medical emergencies
  • Understand the importance of a clinical reference when prescribing emergency medications
  • Able to identify the standard preparations of emergency drugs permitted for prescription within primary dental care
  • Name the four different categories of abuse and other specific issues
  • Be able to give examples of common symptoms within each of the categories of abuse
  • Identify the main relevant legislation and guidance for safeguarding children, young people and adults at risk.
Learning content
  • Identify, reduce and prevent complaints against your team / practice and ultimately your reputation

  • Build personal communication and observation skills to enable you to provide the correct solutions to a complaint and future proof a repeat, using feedback

  • To improve your general understanding of complaints handling 

  • Lecture-based sessions with opportunity to ask questions to the speakers.

Development outcomes

A, B, C and D

thomas Norlin.jpg

Thomas Norlin

Dr Norlin qualified from Karolinska Institute, Dental School, Stockholm in 1998, where he achieved his Doctor of Dental Surgery.

He is committed to further education and in 2001, completed a PhD in Oral Sciences. Following his qualification, he decided to focus on private restorative dentistry.

In 1999 he purchased his first practice in Godalming, Surrey. During his time here, he developed the hygiene section and introduced implantology as well as cosmetic dentistry. In 2003 he sold the practice to fund a business idea.

The new venture “Zpearpoint” where Dr Norlin was CEO created a mouth rinse against halitosis. The rinse is today sold under the brand CB12 and has become an international success. During this time Dr Norlin also completed a degree in Halitosis at Oslo University.

In 2005 he purchased his second surgery. Using restorative driven services, the turnover in this practice increased 100% within two years. Knowing that the practice had reached its full potential it was sold in the third year. Dr Norlin spent the next years focusing on continuous education in implantology and cosmetic dentistry, as well as working clinically.

In 2012 Dr Norlin decided to start a new surgery from a squat. In April 2013 Esthetique dental was ready. A vision to create the highest possible standard of care, a modern dental surgery where the technology and the service is incorporated correctly from day one. Here digital technology and chairside milling was introduced with one of the very first Sirona Omincam with chairside milling. CBCT and digital workflow has gradually been introduced and today the practice is 100% digital, from inlays to implants and with model storage files and complete digital records pre and post treatment.

Dr Norlin has a vested interest in new treatments and has nine years’ experience of digital dentistry. Guided surgery, planning and incorporating the digital technology on a daily basis on all forms of dentistry.

Lisa Beinham.jpg

Lisa Bainham

Lisa trained to be a dental nurse at North Staffordshire Hospital and qualified in 1994. Originally working in an Orthodontic practice, she then developed an interest in practice management and came to join Steve Lomas, as the Practice Manager from when the practice opened in 1998 and has expanded to a second practice with a team of 42. Lisa has continually gained numerous practice management qualifications and new skills over the years.

Lisa is involved in all aspects of the practice, including, marketing, compliance, quality standards, accounting and business development.

Lisa was awarded Practice Manager of the Year 2015 by The Association of Dental Administrators and Managers and was very proud to also win Practice Manager of the year 2016 at the prestigious Dental Awards, and lead her Practice to win Best practice UK, Best Patient Care UK and Best team UK amongst many more.

Lisa has gained a wealth of knowledge and experience over her last 21 years as a practice manager and is now supporting other practice managers in her role as President of The Association of Administrators and Managers, who have members throughout the UK and speaking at a wide range of dental shows and events and covers a wide range of topics including leadership, team building, complaint handling, marketing, customer service and patient journey training.

In addition to also running her own Dental Consultancy, helping other practices succeed and grow, Lisa is also a Judge for a number of Dental Awards.

Leeanne Noon

Leeanne is a qualified registered dental nurse with over 15 years’ experience and with post qualifications in orthodontic nursing, clinical photography and impression taking and study models.

Leeanne has previously worked at Guys Hospital working alongside Consultants and Postgraduates in  multidisciplinary department  assisting  with the running of Consultants Clinics in Oral Surgery, Oral Medicine, orthodontics, prosthodontics, periodontics and paediatrics.

Following on from practicing Leeanne joined the DD training team as a Practice Support Consultant delivering training within the dental setting and offering support, advice and assistance with compliance

Chet Trivedy 

Chet Trivedy is dually qualified in dentistry and medicine and has over 10 years' experience as a clinician and a researcher working in the field of head and neck cancer. He holds fellowships from the Royal College of Surgeons as well as the Royal College of Emergency Medicine. He has a PhD in head and neck oncology as well over 15 publications in this field. He is passionate about mouth cancer prevention and has led on providing free mouth cancer checks at international cricket matches across the UK. He is a past trustee of the Oral Health Foundation. He has an interest in pre-hospital medicine, is the crowd doctor for the Kia Oval and has set up a charity that provides medical support to frontline staff in tiger reserves in India.

Stuart McCallum.jpg

Stuart McCallum

Stuart is a retired Detective Chief Inspector from Suffolk. During his 30 years’ he was involved in a wide variety of investigations across the spectrum and worked as a child abuse investigator as well as leading some significant investigations as an accredited Senior Investigating Officer. He currently delivers safeguarding training and does some supply teaching.

When not at work, Stuart enjoys family life with his Nurse Practitioner wife and GCSE-learning son and can often be found in the vehicle marked 'Dad's Taxi' at various athletics and football venues; alternatively, down at the beach-hut on the Suffolk coast.

How to book / enquiries

Three ways to book:

Online - individual bookings only

Login to the BDA website first.

Then use the pink 'Register' button at the top right of this page.

Please note: If you have a GDC number you can use the online system. You do not need to be a BDA member.

If you do not already have a BDA website username and password, fill in the form and we'll set you up with a username and temporary password.

If booking online, please email us any dietary requirements.


By booking form - email / post


By telephone

Call the Events team on 020 7563 4590 to book over the phone (open Monday to Friday 09:00-17:00).

For registration queries email us at

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