WHEN PATIENTS BITE BACK!

The psychology of managing patient complaints and providing excellent customer care!

The psychology of managing patient complaints and providing excellent customer care!

This course will provide an entertaining and informative session aiming to provide dental teams with strategies to provide exceptional customer care, and cope with and prevent complaints.

Objectives:

 

To provide information and advice on how to deal properly and professionally with complaints

To explore the structure of a complaint and why patients (their carers or family) complain

To explain how good communication using behavioural psychology and body language reduces complaints

To investigate how to ensure that your practice has an opportunity to resolve disputes before they are escalated

To examine why complaints are an important part of continuous service improvement and how to learn from a complaint.

Learning Outcomes

Examine the NHS and Private Dental Practice complaints handing process and what patients really want, in accordance with current GDC and NHS standards

Explain how to use psychological influencing techniques, behavioural psychology and body language to spot disgruntled patients early

Outline effective strategies that demonstrate how to succeed in customer care and service, prevent and manage complaints

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Having attended your "Handling Complaints" course twice in Aberystwyth, and found it so informative and an excellent course to assist nearly all aspects of customer care, I had no hesitation in recommending a new associate to attend one of your courses to assist with their skills in communicating with patients. Fiona Davies Dentist

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