What to expect
The world has changed, and so has the professional environment and the landscape of patient expectations, satisfaction/dissatisfaction and complaints. Understanding the new environment is the key to thriving within it and avoiding complaints and litigation.
High technical standards of clinical dentistry are no longer a guarantee of success. Understand the drivers behind complaints including generational, demographic and social factors, technological factors (including social media), the new post-pandemic shape of consumerism, and the areas of dentistry where increasing numbers of complaints are arising.
This day offers plenty of practical advice to help everyone in the practice better communicate with patients; to pinpoint potential complaints to prevent them happening in the first place or to stop them from progressing and causing undue stress and strain if they do. The small things really can make a big difference!
Learning objectives
- Understand your different audiences and tailor the way you communicate with them
- Be equipped to better manage conflict in the workplace
- Find out the risks and 'rules' of social media
- Deliver personable customer care appreciating the impact of body language and tone
- Consider the part which patient knowledge and expectations play in potential complaints
- Successfully resolve complaints before they escalate and know how and when to use your indemnifier.
Development outcomes
A, B, C and D
