Complaints Management
It is not pleasant when a patient makes a complaint about the treatment that they have received from you. Unfortunately it is inevitable that you will receive a complaint during your practicing career.
The Dentaljuce Complaints Management module takes you through the whole process.
Member Feedback on Complaints Management
- Very useful learning
- I've learnt a lot, very interesting
- Excellent advice
- There is so much to keep up with and so many bodies getting involved.
- Great course
The Complaints Management online learning module has clear and concise aims, objectives and anticipated outcomes, listed below. These will appear on the Dentaljuce Enhanced CPD Certificate, along with the time spent, dates, and detailed topics you studied within the module. Certificates can be printed at any time, covering any range of dates. Dentaljuce CPD complies with the UK GDC's requirements for enhanced verifiable continuing professional development.
Before starting this module, check that the learning outcomes are what you require, and that you have entered the need into your PDP. Here is an example PDP entry for this module.
| What development needs have I? | How will I address them? | Target completion date | Outcomes | Date Completed |
|---|---|---|---|---|
| To improve my knowledge of complaints handling | Take the Dentaljuce Complaints Management module. | • Understand the background on how patient complaints can easily escalate. • Prevent complaints arising. • Be able to deal with complaints effectively and correctly when they arise. • Understand the role of the GDC hearing. |
| What development needs have I? | To improve my knowledge of complaints handling |
|---|---|
| How will I address them? | Take the Dentaljuce Complaints Management module. |
| Target completion date | |
| Outcomes | • Understand the background on how patient complaints can easily escalate. • Prevent complaints arising. • Be able to deal with complaints effectively and correctly when they arise. • Understand the role of the GDC hearing. |
| Date completed |
Module Aims and Outcomes
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The aim of the learning and teaching materials in this Dentaljuce module is to allow learners to develop their professional knowledge, understanding and competence in the area of complaints handling and stress management, in line with their identified personal learning requirements.
Module objective
• to highlight the importance of patients complaints and demonstrate the tools that are needed to deal with them effectively.
Anticipated learning outcomes:
The learner will:
• understand the background on how patient complaints can easily escalate
• apply the tools and resources given in this module to prevent complaints arising.
• be able to deal with complaints effectively and correctly when they arise.
GDC Principles
This CPD will support the learner in meeting the following GDC principle and the underlying standards:
• Principle 1: Put patients' interests first
• Principle 2: Communicate effectively with patients
• Principle 5: Have a clear and effective complaints procedure
• Principle 6: Work with colleagues in a way that is in patients' best interests
GDC Development Outcomes
This CPD will support the learner in meeting the following GDC Development Outcomes:
• DO A. (Communication domain). Effective communication with patients, the dental team, and others across dentistry.
• DO B. (Management domain). Effective management of self and others or effective work with others in the dental team, in the interests of patients at all times. Constructive leadership.
• DO D. (Professionalism domain) Maintenance of skills, behaviours and attitudes which maintain patient confidence in you and the dental profession and put patients' interests first.