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Communications 5: Communications and Complaints
Communications 5: Communications and Complaints

1.5 h

1.5 Credits

E-Learning

Handling Complaints



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Course Description

The Communication in Dentistry series is a comprehensive guide to all aspects of effective communication in dentistry. The programme has been designed for the whole dental team and you may like to watch it together to stimulate discussion. It includes authentic examples of how skilful and flexible communication in the workplace, as well as being integral to good patient care, can also go a long way towards reducing or even preventing complaints, legal claims and ultimately, loss of income.

It also illustrates how getting along with your colleagues and patients reduces stress and creates the good working environment that makes going to work an altogether more positive and rewarding experience.

 

Aims

To understand the role of communication in receiving and handling complaints.

Learning content

This module considers how communication can influence complaints, their causes and their nature. Topics include: understanding complaints; and managing complaints.

Objectives

To understand the part communication plays in:

  • Causing complaints
  • Avoiding complaints
  • Turning a complaint into an opportunity
  • Managing and resolving complaints

Primary Development Outcome: A

Secondary Development Outcome: D

 

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