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Handling complaints and managing difficult patients

Event Type
Event Subject
Personal development
Topic Groups (Practice Management)
Friday 9 June 2017
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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Handling complaints and  managing difficult patients

Friday 9 June 2017

(Alternative Date: Friday 8 December 2017)

British Dental Association
64 Wimpole Street
London W1G 8YS


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. 

Learning objectives 

  • 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.


This training course meets the educational criteria set by the GDC for 5 hours of core verifiable CPD and is certified by the British Dental Association.





 Dick Birkin - photo.JPG

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.

Richard Birkin, Head of Advice Liaison and Development, BDA

Richard (Dick) is currently Head of Advice Liaison and Development having recently been BDA's National Director for Wales. He worked for the Dental Reference Service for 23 years as a DRO, Senior Dental Officer and Clinical Adviser. Dick has given evidence at over a hundred disciplinary hearings including many at the GDC and has written expert witness reports for both the defence and prosecution. He lectures widely on NHS regulations, ethics, quality, monitoring and record keeping.


Cancellation policy

All cancellations must be received in writing either by email to, or by post to The Events team, BDA, 64 Wimpole Street, London W1G 8YS. This must then be followed by a telephone call to confirm receipt. Cancellations received 29 days or more prior to the event will be entitled to a 100% credit voucher or refund. Cancellations received between 15 days and 28 days (inclusive) prior to the event will receive a 100% credit voucher to attend a future BDA event or a 75% refund. For late cancellations received between 1 day and 14 days (inclusive) prior to the event, no credit voucher or refund will be given. Failure to attend the event on the day will constitute late cancellation and no credit voucher or refund will be given. Substitutions are welcome at any time.

Due to unforeseen circumstances, the programme may change and the BDA reserves the right to cancel the event or alter the venue and/or speakers.

Further information

For further information on the programme and to book your place on this course please contact: BDA Events, British Dental Association, 64 Wimpole Street, London W1G 8YS Tel: 020 7563 4590, Email: