Complaints training and development for Dentists and Dental Practices

Help from one of the UK’s leading experts in dental complaints handling training

Our award-winning consultancy is one of the UK’s leading experts in dental complaints training. Not only do we have over 20 years’ experience in designing and running outstanding training and development events; we were also instrumental in setting up the  Dental Complaints Service for the General Dental Council .   Since then, we have written complaints procedures for dental practices and have delivered extensive high impact training and coaching sessions for numerous dentists and their staff on how to manage complaints effectively.  We are passionate about the additional power of advocacy and free marketing that you can gain from superb handling of complaints. Our tailored training sessions session will cover the key skills to help your team handle those difficult conversations over the phone, face to face, and if appropriate, in writing.

We have also  written complaints procedures for dental practices and one of our team was responsible for putting together the Complaints Standards set by the General Dental Council.

We have teamed up with Brian Franks BDS (U.Lond) LDS RCS (Eng) MFGDP (UK) FPFA ACIArb.  Brian and Alison have combined forces to provide a powerful and unique resource to the dental profession throughout the UK.  Having met a few years ago on the Dental Complaints Service Panellist Training events, they share a common passion for excellence, performance and success.  They are now providing  Dental Practices with  a superb range of expert training workshops, products and advice that bring clinical, managerial and commercial benefits.  Get their free report: Introductory guide to Complete Complaints Mastery for Dental Practices.

We have also worked extensively with dental deaneries and the NHS. You will also benefit from our 20 years’ experience in designing and running successful training and development events.

Don’t just take our word for it.  See what is said about us:

• “We were faced with the task of training over 200 people in complaints resolution across the UK. Training to Achieve were great. I really felt as though they listened to us, challenged our assumptions and designed a tailored training package particular to our needs.” Operations Manager, General Dental Council

• “Training To Achieve have been absolutely crucial to the success of the training of the DCS panel members.  They have provided us with fantastic training sessions, role players both clinical and lay, and inspirational ideas year on year for our annual training events. This is evidenced clearly to me by the hugely positive feedback received from our volunteers and most importantly, the resulting high levels of competence and confidence with which they approach their roles.” Hugh Smith, former Head of the Dental Complaints Service

• “Why had she not been booked earlier … she was an inspiration for Trainer practitioners new and existing in Vocational training in our Deanery.” Dr. Shaam Shamsi VT Adviser, WM Deanery BDS (Lon), MFGDP (UK), LDS RCS (Eng), PGCTLCP. Dip Med Eth & Law

Here’s just one of our suggestions for your tailored dental complaints resolution in-house programme, to give you an idea of how we can help you.

Objectives:

To:

• Increase awareness of why dental complaints occur including understanding customer expectations and perceptions
• Minimise the risk of complaints against the dental practice
• Be able to recognise a dental complaint
• Understand the Dental Practice’s complaints process and apply it effectively
• Acquire key skills in resolving complaints about dentistry including gathering information, generating options, problem solving and reaching agreement
• Advance key interpersonal and communication skills and apply these in different complaint situations in person, on the phone or in writing

Suggested One Day Outline Programme

Welcome and introductions

Objectives and methods

Setting the scene

Group exercise:

• What do we expect as customers?
• What causes us to complain?
• What sorts of behaviour might we use?
• How would you define a dental complaint?
• Why a complaint can be a positive?

Feedback, review and summary

Exploring your Dental Practice-specific issues

Case study

Review of case study

Key lessons learnt

Using communication and interpersonal skills to minimise the risk of complaints about your dental work

• Key skills
• Recognising signs and signals
• Avoiding accelerators
• Using diffusion techniques

Applying specifics to face to face, phone and written scenarios

Lunch

Quiz – post lunch energiser!

Guessing facts, trends and issues

Tutor input:

• Your dental complaints procedures
• GDC requirements for dental complaints handling
• Dental Complaints Service
• Other sources of help

Tea

Tutor input and exercises:

• Practical skills in dental complaints resolution

Group Exercise

• Pulling it all together

Action planning

• Individual and team learning points
• Tracking success

Review and close