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Handling complaints and managing difficult patients

Event Type
BDA TRAINING
Event Subject
Practice management
Topics
Development Outcomes (A, D)
Topic Groups (Education & Development, Ethics and Regulation, Patient Communications)
Date
Friday 12 July 2019
Time
10:00 - 16:30
Venue
British Dental Association
Address
64 Wimpole Street, LONDON, W1G 8YS, England
Speakers
 
Booking Fees
  • Dental Care Professional: £95.00
  • Essential Member: £150.00
  • Expert Member: £150.00
  • Extra Member: £150.00
  • Senior member: £150.00
  • Non member: £195.00
  • Student member: £150.00

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​Handling complaints and managing difficult patients

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

Friday 12 July 2019 | London

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Learning objectives

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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Fees

​BDA Member: ​£150
​Non member ​£195
​DCP ​£95

 

The fee includes refreshments, lunch and all course documentation.

How to book

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By phone

020 7563 4590

Booking Form

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Full terms and conditions (including cancellation policy)​​

Speakers

 
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Dick Birkin,  Head of Advice Liaison and Development, BDA

Originally a GDP in the North West, before joining the BDA Dick was a manager with the Dental Reference Service for 24 years. He also spent time as a Clinical Policy Adviser for the DRS where he worked closely with SHAs and PCTs in analysing data and managing risk. He has given evidence at over a hundred disciplinary hearings and has acted as an expert witness at the GDC. 

 

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.

 

Accreditation

 hours CPD

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

A​ccommodation

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

Venue