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Complaints - prevention is better than the law

Event Details

Event Name
Complaints - prevention is better than the law
Event Type
Event Subject
Practice management
Topic Groups (Education & Development, Patient Communications, Practice Management)
31/08/2018 - 31/12/2018
00:00 - 00:30
BDA e-learning
Address, ONLINE
Booking Fee(s)
  • Dental Care Professional: £15.00
  • BDA member: £0.00
  • Non member: £35.00

Additional event information

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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

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 all 2017 core CPD webcasts. In order to view enter your usual BDA credentials on the iLearn login page.

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If you are a non-member dentist or a dental care professional and do not already have a BDA website login: Unfortunately our online booking system is not available to you at the moment – please order your webcast by downloading the booking form and returning 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.