Course Aim: To assist the dental team in resolving complaints in order to re-establish relationships between patients and the practice/organisation. 

During the session the course provider will: 

•  Recognise the value of good customer servicer
•  Explore common causes of complaints and the effects
•  Determine appropriate measure to ensure complaints are resolved effectively 

Following the session delegates will be able to: 

•  Apply the legal and ethical requirements when handling complaints in order to constantly develop standards of service delivery
•  Critically assess existing complaints handling processes using the model introduced during the course
•  Implement effective strategies to manage complaints 

This course meets GDC Development Outcomes: A & B