Complaints Management
9 pages.
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 complaints about you, and your colleagues, during your practicing career.
The Dentaljuce Complaints Management module takes you through the whole process.
Member Feedback on Complaints Management
- Fundamental topic, very well presented and explained
- I've learnt a lot, very interesting
- Excellent learning resource with easy to follow content
- There is so much to keep up with and so many bodies getting involved.
- This CPD is very informative and extremely useful in day to day dealing with patients complaints and to understand the role of GDC hearing
Participant Feedback Review: Complaints Management (Dentaljuce)
Overall Participant Impressions
Participants highly rated the "Complaints Management" CPD course provided by Dentaljuce, consistently describing it as clear, informative, concise, and practically relevant. Many highlighted the module's effectiveness in equipping them with the necessary skills and confidence to handle patient complaints appropriately and proactively within dental practice. Overall satisfaction was notably high, reinforcing the module's value in professional practice.
Key Strengths Highlighted by Participants
Participants particularly valued the module for the following strengths:
- Clear and Concise Content: Many learners praised the module's clear, succinct presentation, making complex issues easily understandable.
- Practical Application: Participants frequently mentioned the practicality of the course, appreciating tools and structured strategies provided for effective complaint management.
- Informative Resources: The inclusion of useful documents, particularly resources from Dental Protection, was frequently noted as especially beneficial.
- Relevance to Daily Practice: Numerous comments emphasised the course’s immediate applicability to everyday clinical situations.
Specific Positive Comments from Participants
- "An excellent module, one to refer to on a regular basis."
- "Clear and interesting. Relevant and helpful. Like the integrated documents as makes it very easy for me to learn efficiently."
- "Excellent course, very succinct and to the point; all essential learning is provided to update knowledge."
- "Great module, very professional and comprehensive."
- "I was really impressed with the material provided. It gave me a good understanding of managing complaints as a dentist."
- "Very good and concise module on complaints management."
- "Overall, the course on complaints handling in dentistry was highly informative and practical."
Areas for Improvement
While overwhelmingly positive, there was a consistent suggestion for improving the learning experience:
- More Clinical Scenarios: Participants frequently recommended adding more clinical scenario-based questions or examples, enabling learners to apply theoretical knowledge practically and test their understanding further.
Closed-Question Feedback Summary
- Met learning objectives: 97.3% Strongly Agree/Agree
- Good quality: 96% Strongly Agree/Agree
- Useful & relevant: 98% Strongly Agree/Agree
- Engaging: 91.2% Strongly Agree/Agree
- Pitched at right level: 96% Strongly Agree/Agree
These scores indicate very high levels of participant satisfaction across all measured dimensions, affirming the effectiveness and high quality of the course.
Conclusion
The Complaints Management module by Dentaljuce is highly recommended by participants for its clarity, relevance, and valuable practical insights. Minor enhancements, particularly regarding interactive clinical scenarios, could further elevate an already exceptional learning experience.
Aim
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.
Course 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, with respect to the components that he or she has elected to study as listed below:- understand the background on how patient complaints can easily escalate
- apply the tools and resources given in this module to prevent complaints arising.
- know the processes needed when complaints do escalate
- be able to deal with complaints effectively and correctly when they arise.
- through achieving these outcomes, provide an improved level of service to their patients.
GDC Development Outcomes
This CPD will support the learner in meeting the following GDC Development Outcome(s): A, B, D.