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Complaints Handling and Communication

2 Hours CPD

Learning how to deal with complaints is just as important as increasing the revenue for your business, as without it your business can cease to grow or even lose valuable clients over a period of time. On the other side of the coin, the way that you handle complaints can even grow your business over time.

Can you afford to ignore this important area of business?

How to keep your clients & patients and strengthen your company's Image

Why not equip your team with the necessary skills to deal with complaints in the most effective way. Ensuring that you keep your clients and patients and avoid the worst case scenario of losing revenue that you thought you had secured and the loss of future revenue with valuable lost time.

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One of the Core subjects for DCPS

Additionally Complaints Handling is now one of the core subjects for DCP's under the General Dental Council's CPD requirements. Your team will discover how easy it is to deal with and resolve complaints issues when you attend or book us to deliver this CPD course at your practice.   

Aims & Objectives

To gain an understanding of the criteria for practice based complaints procedures which is based on the NHS complaints procedure.

To understand how the system helps resolve complaints at practice level and to understand the clear distinction between patient complaints and disciplinary matters.  

Delegates will be able to demonstrate an understanding of the 10 Point Procedure model and how this is applied in practice settings including:

  1. The initial contact

  2. The interview

  3. The complaints leaflet

  4. Acknowledgement

  5. Investigation

  6. Seeking further advice

  7. Communication

  8. Response and further action

  9. Audit

  10. Peer review.

Learning Outcomes

This training session is intended to help candidates to understand the importance of complying with practice-based procedures for dealing with patients. 

Development Outcomes for Dental and Medical Professionals

This CPD course meets the criteria for the GDC’s development outcomes:

  • Effective communication with patients

  • The dental team and others across dentistry

  • Including when obtaining consent

  • Dealing with complaints

  • Raising concerns when patients are at risk.

Contact us on:

Tel: 0207 127 4203 / 07976 829 461/2



To get a personalised quote, fill out the form.

We look forward to working with you soon. 

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