Dental Tribune UK & Ireland

E-learning course to help dentists manage complaints

By Dental Tribune International
October 22, 2019

LONDON, UK: The Dental Defence Union (DDU), a not-for-profit organisation that helps dental professionals address dento-legal issues, complaints and claims, has recently introduced a new, members-only e-learning course. The course is aimed at helping dental professionals effectively manage and respond to patient complaints.

The resource includes fictional scenarios that are based on common queries and concerns the organisation receives from its members. Topics covered include:

  • who can make a complaint;
  • the complaints process;
  • how to resolve a complaint; and
  • how dentists can learn from dealing with a complaint.

“Unfortunately, complaints are a fact of life in every dental practice. However, while no one likes to hear that a patient is unhappy, a complaint may be an opportunity to show your practice at its best, as well as uncover issues that need to be addressed,” said Dr Leo Briggs, deputy head of the DDU.

“Consequently, the aim of this e-learning course is to help dental professionals and the wider practice team manage all aspects of a complaint effectively and give them the confidence to respond promptly and professionally when a complaint arises.”

“At the DDU we regularly support members with patient complaints, so we understand how the right approach can make all the difference to the outcome.”

After completion of the course, individuals will receive a certificate for 2 hours of verifiable continuing professional development.

More information about the course can be found here.

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