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Complaint Management

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This is a recorded webinar which will provide information on Complaint Management.

Upon submission of the shortened evaluation form, you will be automatically certified for 1.05 hours of vCPD. 0.5 sessions of CPDA can be claimed by eligible dentists.

Aims and Learning Outcomes

Aims:

To help enable you to effectively manage complaints and reduce your own and practice/team risks, in the provision of dental care.

Learning Outcomes:

  • Recognise and be familiar with complaint management.
  • Describe the basic principles in drafting a complaint response.
  • Recognise and be aware of the consequences if the complainant remains dissatisfied.
  • Be able to develop strategies for risk management in relation to complaints.

GDC Development Outcomes:

  • (A) Effective Communication
  • (D) Maintaining Patient Confidence
Portal TV

This Video is available on Portal TV to access please:

  1. Click on the Portal TV Logo
  2. Log into Portal
  3. Once logged in, go to iBooklet/Search for.../Portal TV in the menu on the left
  4. Click on Dental
  5. Look for the window for the recording you wish to view. In this case "Complaint Management" and click on the blue button "REGISTER NOW"
  6. Once you complete your booking and pay the Portal charge, go back to the Portal TV tab and click the "REFRESH" button
  7. When you re-enter Dental, you will note that you are now registered and you can watch the recording by clicking on the video
  8. Once you have watched the recording, you can close the recording window
Portal TV
  • To demonstrate you have watched the recording and generate your certificate of attendance, you must return your reflective comments on the shortened evaluation form you will find in iBooklet/Manage.../Your Course Evaluations
  • Once you have submitted your form, your certificate can be accessed and downloaded in iBooklet/Reports & Certificates/Course Certificates in the usual way
  • You will have access to the recording until 09.04.2026 and can watch it as many times as you wish
Review
  • Published 17/06/2022
  • Last reviewed 09/04/2025
  • Due for review 09/04/2026