Communication Skills & Complaints Handling
The aim of this course is to improve communication skills across the whole dental team, in order to improve the patient experience and reduce conflicts at work. It will provide the dental team with guidance on dealing with patient complaints effectively, with reference to the principles of good complaint handling, principle 5 of the GDC standards for the dental team and CQC fundamental standard 16/HIW Health and Care standard 6.3.
Learning objectives
On completion delegates will be able to:
Learning objectives
On completion delegates will be able to:
- Outline what makes effective communication
- Identify barriers to communication
- Recognise ways to reduce barriers
- Identify methods of communicating including verbal and non-verbal
- Demonstrate good listening and communicating skills
- Recognise common reasons why patients complain.
- Identify the different ways in which complaints can be made.
- Recognise signs of violent and aggressive behaviour.
- Demonstrate ways to deal with violent and aggressive behaviour.
- Review the importance of having an effective complaints procedure.
- Outline the principles of good complaint handling.
