Complaints: learning from them and loving them
This session discusses common triggers of complaints in general practice,
considers how best to manage and respond to complaints and looks at how human
factors and communication skills have an impact.
Lecture filmed at the BDA, London in November 2019
- Improve awareness of what can trigger a complaint in general practice
- Consider a framework to manage and respond to complaints
- Understand how human factors and communication skills control complaints.
1 hour of verifiable CPD
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CPD certificate (in the name of the purchaser) will be available to
download once viewing of this online lecture has been completed.
About the speaker
Len D’Cruz, Senior Dento-Legal Adviser, BDA and GDP, London
is a general dental practitioner, running a seven surgery mixed NHS and
private practice in North East London. He is an experienced vocational
trainer for the London Deanery, a dento-legal advisor for the BDA and a
Dental tutor for Health Education East of England. Len is also lead
lecturer for the MA in Dental Law and Ethics at the University of
Bedfordshire. He has published "Legal aspects of general dental
practice" and co-authored “Understanding NHS dentistry”, he writes and
presents regularly about legal and ethical issues as well as NHS
contractual issues particularly in relation to the NHS contract
prototypes. Len is also an ORE examiner.
How to watch
If you are a BDA member you have complimentary access to this 2019 core CPD webcast. In order to view please ensure you are logged into the website and then you will be able to register for the session using the pink 'Register' button above (top right).
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This lecture is available to view now.
Looking for face-to-face training on this topic?
We also offer a one-day Handling complaints and managing difficult patients training course run at the BDA in London. Take a look at bda.org/training for details.