Internet Explorer and Edge browser users:
To download Word, Excel or PowerPoint files please right-click on the file you wish to download, and select 'Save target as...'

Complaints - prevention is better than the law

Event Type
Event Subject
Practice management
Development Outcomes (A, B, D)
Topic Groups (Education & Development, Patient Communications, Practice Management)
Thursday 1 June 2017 - Thursday 31 December 2020
00:00 - 00:30
BDA e-learning
Address, ONLINE
Booking Fees
  • Dental Care Professional: £15.00
  • BDA member: £0.00
  • Non member: £35.00

Book Event

To book a place on an event you must be logged into the website


If you do not have a BDA website ID, please click here

Contact details



Email a friend

Email these event details to a friend

Email event

Complaints - prevention is better than the law  

Session synopsis

This session discusses the legislation behind the complaint process and how differing government bodies approach the complaints' process. Current legislation is described, General Dental Council guidance, the role of the CQC and complaints in the private sector are discussed. The presentation also emphasises the importance of prevention of complaints through good communication, the need to prevent escalation of a complaint and how complaints can be valuable assets

Lecture filmed at the British Dental Conference and Exhibition 2017


Learning objectives

  • Explanation of new GDC and CQC guidance
  • Understand NHS regulations
  • Discuss the administration of private companies
  • Suggestiosn for preventing complaints.


30 minutes of verifiable CPD

Download the iLearn CPD Reflection form

A 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

Richard Moore - photo.png

Richard (Dick) Birkin, Head of Advice Liaison and Development, BDA 

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.

How to watch

If you are a BDA member you have complimentary access to this 2017 core CPD webcast. In order to view please register using the button above (top right). You will them receive an email containing the link through to the iLearn platform.

If you are a BDA member but do not know your website log in, contact the membership team on 020 7563 4550 or Alternatively retrievDev-Outcomes-AD.pnge a password reminder.

If you are a non-member dentist or dental care professional and do not already have a BDA website login, please fill in this form and we'll set you up with a username and temporary password. Alternatively you can download the booking form and return it via email to or call the Events team on 020 7563 4590 and your order will be processed offline.


Should you experience any difficulties please contact the BDA Events team on 020 7563 4590 or email

This lecture is available to view now.