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Swansea and West Wales Section

Event Type
Event Subject
Development Outcomes (A, C, D)
Topic Groups (Patient Communications, Paediatric Dentistry, Complaints Handling)
Friday 20 September 2019
09:00 - 17:00
Village Hotel & Leisure Club
Langdon Road, SWANSEA, West Glamorgan, SA1 8QY, Wales
Stephen Henderson, Mechelle Collard, Shannu Bhatia
Booking Fees
  • Dental Care Professional: £20.00
  • Essential member: £20.00
  • Expert member: £20.00
  • Extra member: £20.00
  • Senior member: £20.00
  • Non member: £120.00

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Contact details

Contact Natalie Carmichael

Tel 020 7563 4590

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Paediatrics update and complaints management

* 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.


Friday 20 September 2019

LocationThe Village Hotel, Langdon Road, Swansea, West Glamorgan SA1 8QY, Wales

09:00 Registration

09:30 Morning lectures

12:30 Lunch

13:30 Afternoon lectures

17:00 End of event

Branch / SectionSwansea and West Wales Section
CPD6 hours

BDA members - £20

Non-members - £120

Dental care professionals: £20


Complaints management

The aim of the session is to understand what causes a patient to complain and how to gain maximum advantage for all by effective complaint resolution. In addition there will be a brief update on changes in the law that have impacted or will impact on dental practice and the dental practice team.

Dental trauma

The aim of the course is to increase the practitioner’s knowledge and understanding of dental trauma and its management.

Molar Incisor Hypomineralisation

The aim of the course is to increase learners awareness, knowledge and understanding of Molar Incisor Hypomineralisation (MIH) and its’ management. The lecture will cover diagnosis, clinical implications and management.

Learning objectives

Complaints management

  • Describe causes of complaints and the impact they will have on the practice
  • Understand the importance of root cause analysis after an adverse incident
  • Appreciate the importance of effective complaints management
  • Reflect on the complaints process used in the practice and discuss whether any changes are necessary.

Dental trauma

  • Diagnose dental trauma in the primary and permanent dentitions
  • Manage dental trauma in a primary care setting
  • Identify cases that need specialist opinion and refer appropriately.

Molar Incisor Hypomineralisation

  • Diagnose and classify severity of MIH
  • Analyse the clinical Implications of MIH
  • Distinguish and identify the cases that need specialist opinion
  • Differentiate between teeth with poor long term prognosis
  • Weigh various treatment options and provide relevant treatment.
Learning content

Complaints management:

The majority of complaints arise from a breakdown in communication which might be a misunderstanding of the expectations of treatment, or a misunderstanding about the costs of treatment. It is important to understand what factors impact upon behaviour that result in a breakdown in the relationship between the team and a patient.  

Development outcomesA, C, D


Stephen Henderson (MDDUS)

Complaints – What strategies can my team adopt to reduce the number of complaints and how can I improve my service by learning from complaints?

Stephen is a Specialist in Oral Surgery who qualified in London  in 1984. After five years in full time hospital practice he went in to general dental practice in Oxford. He continued to work part-time in the Oral and Maxillofacial Surgery department of the John Radcliffe Hospital until 2000, when he joined Dental Protection. He converted his practice to a largely private referral oral surgery practice when he became a full time adviser at DP in 2007.  He continues to work as a visiting specialist in the same practice.

In December 2017 he left DP and joined MDDUS. In his medico-legal career Stephen's expertise has been complex GDC cases as his medical law degree obtained at Cardiff University included a dissertation on Regulatory Law in UK. He has experience of international regulators and the management of claims in a range of jurisdictions. However, dentistry is similar around the world. Success is a mixture of good clinical skills, communication skills and great records, wherever you practice.


Mechelle Collard Pic.jpg 

Mechelle Collard (Cardiff Dental School)

An update in the management of dental trauma

Mechelle Collard is a Consultant / Honorary Senior Lecturer in Paediatric Dentistry and is the lead Paediatric Dentist for the South Wales cleft team based at Morriston Hospital, Swansea and is also responsible for paediatric craniofacial patients in South Wales.
Mechelle is an educational supervisor for Specialist Registrars and core trainees and is Hospital tutor for the Cardiff DCT scheme and an examiner for the Royal College of Surgeons. Mechelle is also chair of the Strategic Advisory Forum for paediatric dentistry in
Wales, Mechelle is a Cardiff graduate and has also worked in the Midlands and at the Eastman Dental Institute and Hospital. Her clinical interests include cleft, craniofacial conditions and
management of anxious children.


Shannu Bhatia Photo.jpg 

Shannu Bhatia (Cardiff Dental School)

Molar Incisor Hypomineralisation

Shannu Bhatia is a Senior Lecturer and Honorary Consultant in Paediatric Dentistry at Cardiff University. She carried out her speciality training at the Eastman Dental Hospital, London and at University Dental Hospital, Cardiff. She is the lead for Paediatric dentistry at Cardiff University and for the Dental School Outreach placement programme. She is the Speciality Advisor in Paediatric Dentistry for Royal College of Surgeons in Wales and an examiner for Royal College of Surgeons. Her clinical interests include safeguarding, dental management of children with complex needs and dental trauma. Her main area of interest is dental education and she currently completing a masters in Medical Education.

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

If you prefer to use a booking form, you are without a GDC number, you wish to make a multiple booking, or you have difficulties using the online system, use the booking form (PDF version) or booking form (word version) to make your booking.


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

Full terms and conditions (including cancellation policy)

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